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Application Support Engineer/ Service Desk Resume

Atlanta, GeorgiA

SUMMARY

Seeking the position of ServiceNow Administrator where I can develop the opportunity to give our clients the best service to meet their goals by configuring and developing custom solutions. Having three years administrating in ServiceNow platform, with great understanding of the ITIL process, problem solving skills, leadership qualities, exceptional customer service, detailed - oriented and also driven by challenges. My Professional experience demonstrates my talents in multi-tasking, communication, and being resourceful in organizing and completing projects.

TECHNICAL SKILLS:

Programming Languages: HTML, JavaScript, Jelly, CSS, C++, SQL, Android Basic

Software Application: ServiceNow ITSM, Content Management System, MS Office Suites, Yardi Payscan, Resolver Incident Management Software, Footprints Tracking

Operating Systems: Windows 7, Win 98/XP:

Database: Oracle 9i, MS Access

WORK EXPERIENCE:

Confidential, Atlanta, Georgia

Application Support Engineer/ Service Desk

Responsibilities:
  • First level contact and resolutions for technical incidents and inquiries
  • User Request Fulfillment processing
  • Update and Implement functions in ServiceNow User Interface and User Administration using UI Policies, UI Scripts, UI Actions, Business Rules, and Client Scripts
  • Add users, groups, and roles in ServiceNow and Perspective Resolver
  • Configure Workflow activities, forms and approvals in ServiceNow Helsinki and Istanbul version
  • Manages data with Tables and the Configuration Management Database CMDB
  • Manages and develop the end to end Service Catalog, Incident Management, Knowledge Base, Configuration Management, and the Content Management System in ServiceNow
  • Monitor Service Level Agreements SLA for Service Now Incidents
  • Create Technical Documentation of changes and new developments in ServiceNow
  • Generate ServiceNow KPI, CMDB, and Users reports
  • Work with Business Stakeholders and Process Owners to translate the needs of the business
  • Conduct Continual Service Improvements to the ServiceNow system
  • Modify company website using Griffin Content Management System software
  • Application Support for Resolver, Yardi, Mobile Android, and Microsoft products
  • Subject Matter Expert for ServiceNow New Hire Onboarding Process and Request Workflows
  • Financial Management and Procurement for Information Technology expenses 7/2011 - 6/2014
  • Facilitate new Vendor Profile setup in Payscan
  • EIV Security Administrator (HUD EIV Coordinator)

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