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SERVICENOW ADMINISTRATOR Resume Example

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SERVICENOW ADMINISTRATOR
Professional Summary

A professional, result-driven leader with a total of 22 years of proficient technical experience focused on achieving exceptional results. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Possesses good organizational and good communication skills; both written and verbal. Ability to work in a team environment with the discipline and focus to self-motivate on individual projects. Motivated to learn, grow and excel.

Skills
  • Works harmoniously with others to get a job done
  • Responds positively to instructions and procedures
  • Able to work well with staff, co-workers, peers, and managers share critical information with everyone involved in a project; works effectively on projects that cross-functional lines;
  • Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; produces accurate, thorough, professional work.
  • Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments.
Work History
SERVICENOW ADMINISTRATOR / / NORTH CAROLINA COMMUNITY COLLEGE SYSTEM OFFICE - SPINDALE, NC / 01.2019 - Current
  • Develop, configure, and improve core and custom applications and work directly with end users to resolve support issues.
  • Provides software configuration and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, and custom scripting.
  • Obtaining and analyzing business requirements and developing technical/function requirements.
  • Developing, designing and rolling-out new applications modules, workflows and catalog requests Responsibilities include:.
  • Monitoring the health, usage, and compliance of ServiceNow.
  • Developing system integrations and process automation.
  • Managing the workflows on the software.
  • Implementing new systems or add-ons.
  • Helping with problem resolution.
  • Testing systems for efficiency.
  • Creating and configuring business rules, UI policies, UI actions, client scripts, and ACLs o Access Control Lists (ACL) are rules that control what data users can access and how they can access it.
  • ACL rules require users to pass a set of requirements in order to gain access to data.
  • Working closely with other IT specialists to ensure that workflow solutions are implemented uniformly across a network.
Help Desk TECHNOLOGY SUPPORT ANALYST / / NORTH CAROLINA COMMUNITY COLLEGE SYSTEM OFFICE - SPINDALE, NC / 10.2014 - Current
  • Provide application support to 58 community colleges and the System Office
  • Resolve problems, improved operations and provided exceptional client support
  • Perform initial work assessment to determine the area affected and the priority of help desk tickets
  • Perform research using available tools to aid in the resolution of help desk tickets.
  • Managing the ServiceNow Problem module by assessing the validity of the problems and routing them to a cross-functional team to determine the root cause, identify viable workarounds, and find permanent solutions that prevent a recurrence
  • Coordinate meeting times for teams, maintaining information about problems and communicating information about known errors, workarounds, and permanent solutions to reduce and eliminate the number and impact of incidents over time.
  • Increased customer satisfaction by resolving issues.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Handled [Number] calls per [Timeframe] to address customer inquiries and concerns.
  • Developed team communications and information for meetings.
INFORMATION TECHNOLOGY SUPPORT SPECIALIST / / ISOTHERMAL COMMUNITY COLLEGE - SPINDALE, NC / 01.1997 - 01.2014
  • Effectively managed the setup and configurations of MAC's and PC's according to pre-defined standards.
  • Supported the following applications Mac OSX Leopard, Snow Leopard, & Lion Windows OS XP, Vista, 7, & 8.1., Server 2003, 2008, and 2012 Office 2007/2010/2013, MS Outlook 2010/2013.
  • Managed Dell Kace to create and deploy images
  • Managed Active Directory
  • Provided phone and in-person support to users in the areas of email, Windows desktop applications, printing, and applications developed under resulting contracts such as BookLog and Visual Traffic.
  • Served as the initial point of contact for troubleshooting hardware/software for both PC and MAC and printer problems.
  • Troubleshoot and resolved IT related issues with desktops and laptops, printers, data cabling, and other technology peripherals.
  • Managed VPN installations and provided end-user with assistance using remote desktop technologies.
  • Active Directory Administrator responsible for creating user accounts, shares, and groups, and password resets in AD.
  • Deployed pre-configured system images and various software packages to Windows laptops and desktops via KACE.
  • Worked with other IT members to complete company-related projects.
  • E-Procurement processor responsible for ordering, acquisition, inventorying, and disposition of hardware and software.
  • Served as primary contact with outside vendors in the generation of bids, contracts, and agreements.
  • Involved in "BYOD" (Bring Your Own Device) Process Plan providing support for Mobile Devices (email setup and wireless configuration).
  • Uploaded new software, rolled out updates and applied patches to computers upon release to thwart threats from penetrating network
Education
Isothermal Community College - Spindale, NC / 05.2000Associate of Applied Science: Network And System Administration
Accomplishments

DELL KACE

DELL EDUCATION SERVICES - ONLINE TRAINING

SHAREPOINT & SQL ADMINISTRATION CERTIFICATE

CONTINUING AND PROFESSIONAL EDUCATION - NC STATE UNIVERSITY, RALEIGH NORTH CAROLINA

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Resume Overview

Companies Worked For:

  • NORTH CAROLINA COMMUNITY COLLEGE SYSTEM OFFICE
  • ISOTHERMAL COMMUNITY COLLEGE

School Attended

  • Isothermal Community College

Job Titles Held:

  • SERVICENOW ADMINISTRATOR
  • Help Desk TECHNOLOGY SUPPORT ANALYST
  • INFORMATION TECHNOLOGY SUPPORT SPECIALIST

Degrees

  • Associate of Applied Science : Network And System Administration

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