Remote desktop support / ServiceNow Administrator

Overview

Looking for full-time work (8 hours/day)

at $16.00/hour ($2,816.00/month)

Bachelors degree

Last Active

February 12th, 2024 (73 days ago)

Member Since

July 17th, 2017

Profile Description

Application Subject Matter Expert/Associate ServiceNow Administrator

PRIMARY ACTIVITIES: 
Key relationships internal and external to ITD (Information Technology Department)
• Liaise with technical and project teams.
• Coordinate support requirements with various ITD units 
• Manage SLAs/OLAs aligned with established metrics. 
• Provide timely reports to ITUS management and ITDS account leads. 
• Contributes improvement initiatives relevant to both ITUS and ITFS strategies
IUpgrade to see actual info and Problem Management 
• Escalation and coordination for major iUpgrade to see actual info/urgent issues/business-process
issues 
• Ensures SLA (Service Level Agreement) targets by L1/L2 Service Desk, according
to established metrics, process, and service quality, are met. 
• Oversees Service Desk team regarding service and process improvement. 
• Build capacity and capabilities needed for early life support and handover of
projects to BAU. 
• Establishment of OLAs (Operational Level Agreements) with L3 and L4 technical
teams and promotion to AskIT. 
• Ensure coordination among KM, ACM (Adoption and Change Management), L3
technical teams, and the Service Desk for systems enhancements and releases. 
• Provides regular statistics, trends, and report analysis to management.
Administrative 
• Knowledge management for BAU apps, including coordination with ACM,
Business Units, and technical teams for knowledge transfer to ITUS. 
• Creation, analysis and maintenance of AskIT ITUS dashboards (ServiceNOW) 
• Demonstrated ability with ServiceNow IUpgrade to see actual info, change, problem, request,
CMDB and knowledge management applications. 
• Assists in the preparation and submission of weekly and monthly activity reports
which will include support escalation activities, maintenance of SLAs/OLAs, KB
(Knowledge Base) stats, and business application release notes. 
• Assists with ServiceNow administration, configuration, maintenance, and
improvement of AskIT. 
• Coordination of issues and concerns raised by ITUS units. 
• Hardware ASSET tracking and updating – involved in managing day-to-day
operations tracking assets. This includes updating and aligning AskIT to FAR (Fixed Asset Records) records
(CSD).
Projects & Initiatives 
• Co-facilitates projects related to the improvement of user services (i.e., managed
services, service desk, copy center & switchboard services, service now improvements,
field office IT principles improvements)
INTERNAL. This information is accessible to ADB Management and Upgrade to see actual info may be shared outside ADB with appropriate
permission. 
• Participates in document creation and contributes relevant content to project
documents and presentations.
 • Helps identify gaps and recommends process streamlining and reengineering

Effective in interpersonal communication, meeting the public, coordinating, planning, directing, supervising, organizing, public relations, and advertising.

I have over nine (16+) years of overall experience with a solid background in IT Helpdesk
support. I'm a seasoned IT analyst with excellent networking troubleshooting skills [WLAN, LAN, and WAN,
File and printer sharing (Such as Ricoh, Monarch, Zebra, Epson, Canon, and HP printers)] TCP/IP, Router,  and modem troubleshooting; Trained in Wireless networking technology, Router configurations, and
DSL/ADSL modem firmware.
Upgrade to see actual info possesses excellent computer software/hardware troubleshooting knowledge, both in actual and in
rendering email, chat, and phone support to USA/EMEA/APAC based Customers. I have an advanced level
of computer literacy in Retail POS (POINT OF SALE) technology - Hardware, Software, Server,
Networking, and peripherals. I also have expertise in troubleshooting Motorola handhelds, mPOS devices
(iPods as Mobile POS). I'm knowledgeable in handling and troubleshooting KRONOS clocks for
timekeeping and scheduling (both hardware and software). I'm able to perform troubleshooting via Remote system Environment [RDP, VNC, Bomgar, Team Viewer, and
Remote assistance. I also have Exposure to Microsoft Server Technology Support, including AD, Terminal
Services/Citrix. With experience in problem and data analysis, process documentation, and information
gathering and quality management. 

TECHNICAL SKILLS 
Skill Set Summary: WLAN, LAN and WAN, File and printer sharing (Such as Ricoh,
Monarch, Zebra, Epson, Canon and HP printers, TCP/IP, Router and
modem troubleshooting, Wireless networking technology, Router
configurations, DSL/ADSL modem firmware, Retail POS (POINT OF
SALE) technology - Hardware, Software, Server, Networking and
peripherals Windows XP, Windows Vista, Windows 7, IOS, MAC,
Microsoft Office (MS Word, MS Excel, MS PowerPoint, MS FrontPage,
MS Publisher and MS OUTLOOK) and other Windows
Software/Applications (desktop publishing), troubleshooting and setting
up Cisco phones, Cisco VPN connection, MS Exchange issues, enterprise
vault/back-up, server management, administering SCCM and Altiris
Deployments, basic SQL Troubleshooting, CorelDraw, Adobe Photoshop;
knowledgeable in ServiceNow planning, developing, implementation, supervision,
maintenance, administration, testing, support, and development.