- Linkedin: http://www.linkedin.com/in/JessicaClaire
An IT professional with more than 12 years of result-oriented experience in improving business efficiencies within the Product Management, Supply Chain and Customer Support. Known for my ability to incorporate a “Continuous Improvement” approach on all daily tasks, with a unique ability to integrate analytical thinking with creativity. Maintain a consistent & proven track record of successfully employing best business practices that streamline processes, reduce operating costs whilst increasing performance. Special talent for seamlessly handling complex accounts and/or systems with eagerness and determination. A self-starter with proof of excelling with minimal to no direction, while producing high-level results working collaboratively or alone.
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- Work closely with Directors, Vice Presidents, Chief Technology Officer and Chief Executive Officer to create business requirements and complete implementation of ServiceNow into our organization
- Responsible for day to day management within the platform which include reviewing licensing, ensuring the Service Catalog is accurate and efficient for users to be able to file tickets with ease and minimum effort
- Reviewing workflows to ensure we are in compliance for SOC1 and SOC2 security audits
- Implemented ServiceNow customization including but not limited to, Client Scripts, UI Policies, UI Actions, Script Includes, Business Rules, Workflow's, Report setups, Update Sets and data imports and exports
- Developed automation scripts which has increased productivity from 7 minuets per ticket to roughly 30 seconds per ticket for specific ticket types
- Developed enhancements within Incident Management, Request Management, Service Catalog Management and Service Portal
- Provided training sessions to internal users along with adding Knowledge Base articles for the contextual search feature to allow self resolution by the reporter
- Create and update documentation of custom widgets, workflows, jira integration and processes within our instance
- Manged Test and Production instances with preforming all changes in Test and verify stability of instance then using Update Sets to implement the changes into Production
- Implemented instance upgrade from Jakarta to London, then London to New York in Test and published to Production with 100% success
- Analyze application data to assess performance and uncover problems
- Troubleshooted and resolved application issues escalated from end users
- Developed SQL scripts to uncover root case of issues
- Worked with development team to assess issues and test for solutions
- Decreased number of incidents sent to development support by 76% by locating the root cause either through requirements or database audit trails
- Verified data integrity and accuracy within our transportation applications
- Devised workaround for problems for operations within our applications
- Displayed courtesy and strong interpersonal skills with all customer interactions
- Trained new employees and explained protocols clearly and efficiently
- Provide customer service in resolving issues from beginning to end, involving other team members and management as required
- Worked with Lean Six Sigma, Chief Technology Officer and Chief Financial Officer to reduce IT costs by over $200,000 a year by streamlining process for User Setups, Licensing and hardware cost
- Work as the liaison between IT teams and internal Operations teams
- Provided second level application and desktop support to over 30,000+ external users and 2,500 internal users
- Create knowledge base articles and other documentation to improve self-service as well as improve team's effectiveness
- Took it upon myself to complete extensive testing for security within our applications to become one of two people in our company that fully understand how security works and currently the main point of contact for security questions on external and internal user setups
- Provide end-users with troubleshooting, repair and support services within Windows and Macintosh environments
- Engaged with team members to ensure that ever clients issue was resolved in a timely manner with utmost accuracy and met their definition of "fixed"
- Resolve virus and malware issues with 100% success rate
- Resolve hardware and software issues including but not limited to printers, Microsoft Office, client specific applications, data recovery, data transfers and operating systems repairs
- Ranked in top 10 of all Advanced Repair Agents in quarter two of 2018 for Geek Squad
March 2020 - Transplace - Completed Course ServiceNow Fundamentals. (Scheduling exam for certification)
January 2018 - Transplace - Employee of the Month at Transplace
October 2017 - Transplace - Lean Six Sigma Yellow Belt Certification
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School Attended
- Frisco High School
Job Titles Held:
- ServiceNow System Administrator
- Senior Application Analyst
- Support Analyst
- Senior Advanced Repair Agent (Part Time)
Degrees
- High School Diploma
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