(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Responsible and diligent Manager offering 10 years of experience in the ServiceNow platform. Proficient multitasking skills in high stress and complicated business relations. Hardworking and loyal team player that is independently motivated to ensure each team member plays a key component in the overall company growth.

  • R&D leadership
  • A/P and A/R
  • R-C timing networks knowledge
  • Analytical software (SAS/SPSS/R)
  • Special operations capabilities
  • Providing customer support
  • Cross-functional teamwork
  • Performance and scalability optimization
  • Tools customization
  • Application development
  • Design and development
  • Test development
  • Scrum
  • JIRA
  • Testing and debugging
  • UI/UX
  • Software architecture
  • Strong decision maker
  • JavaScript
Education and Training
University of Massachusetts - Lowell Lowell, MA Expected in : Computer Science - GPA :
  • Six Sigma Black Belt training
  • Certified ScrumMaster
  • Certified ITIL Foundation Certificate V3 (ITIL-Fv3)
Honeywell - R&D Manager
Montana, MT, 06/2017 - Current
  • Prepared, compiled and filed documents as well as reports presented to various parties.
  • Provided clerical support to all team members to improve efficiency and enhance productivity.
  • Organized and updated daily/weekly schedules as well as monthly calendar obligations for various levels of management and staff.
  • Updated software upon release of vendor patches to mitigate vulnerabilities.
  • Collected information by meeting with database architects and administrators to determine client system limitations for capacity and load for data processing projects.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Troubleshot all identified incidents regarding cross-platform software integrated with our ServiceNow platform.
  • Resolved customer issues by establishing workarounds and solutions and by debugging and creating defect fixes.
  • Managed Operational Support team of 15 people, delivering consistent coaching and constructive feedback.
  • Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.
  • Coordinated ongoing performance assurance for all of our client facing software applications.
  • Promoted professional skill development in ServiceNow for my Support team through effective training, management and motivation.
  • Improved Support process by mentoring and onboarding more than 9 employees.
  • Identified client business and operational needs and introduced services to provide solutions.
  • Met operational objectives by establishing qualified staff, promoting adherence to Internal regulations and providing outstanding customer service.
Bellevue Building Supply, Inc. - Technical Support Specialist
Schenectady, NY, 06/2012 - 05/2017
  • Calibrated devices to optimize performance and maintain longevity of equipment.
  • Developed preventive maintenance procedures and schedules for all on-site equipment.
  • Tracked all changes and actions in computer-based documentation system.
  • Leveraged tools, resources and company procedures to address and diagnose problems.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Multitasks across systems and applications and resolved broad range of technical issues.
  • Created user documentation and manuals for use in training classes and onboarding sessions.
  • Served as level-three support escalation point for [Number]-member distributed support staff.
Grant Thornton Llp - Communications Centre Supervisor
Cincinnati, OH, 10/2010 - 06/2011
  • Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
  • Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit and regulatory exams.
  • Created agenda, materials and communications for team meetings.
  • Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
Dimension Data - Service Desk Agent
City, STATE, 05/2005 - 10/2010
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
  • Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.

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School Attended

  • University of Massachusetts - Lowell

Job Titles Held:

  • R&D Manager
  • Technical Support Specialist
  • Communications Centre Supervisor
  • Service Desk Agent


  • Some College (No Degree)

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