ITSM ticket management tool support, generating sales opportunities through coaching tools, redesigning and improving ticket management processes in customer systems, planning integrations between third-party tools, and developing platform projects for clients.

Optimized and managed ITSM ticket management tools for clients, improving response times and incident resolution efficiency. Led the redesign of ticket management processes in client systems, resulting in increased user satisfaction and improved incident traceability. Planned and implemented successful integrations between third-party tools and client platforms, improving automation and workflow. Managed and implemented the development of ITSM platforms for clients. Provided on-site technical support to resolve hardware and software issues, ensuring operational continuity for users in various locations. Acted as the primary point of contact for end-user support, efficiently diagnosing and resolving technical issues to minimize the impact on productivity. Ensured compliance with company IT policies and standards across all equipment, conducting audits and implementing required security configurations. Managed the IT asset lifecycle, including equipment installation, upgrades, and retirement, maintaining an accurate and up-to-date inventory.

Provided expert support for ITSM ticket management tools, including FreshDesk, FreshService, and Freshworks CRM. Generated sales opportunities through effective coaching and guidance to clients. Streamlined and optimized ticket management processes within customer systems for improved efficiency and customer satisfaction. Planned and implemented integrations between third-party tools to enhance system functionality and data flow. Developed and delivered custom platform projects tailored to meet the unique needs of individual clients. Provided on-site IT field support services, including IT asset management. Provided direct end-user support, addressing technical issues and resolving inquiries. Ensured IT compliance with relevant regulations and industry best practices. Managed and maintained ticket management systems, ensuring efficient issue resolution and service delivery. Provided comprehensive technical support across operating systems, software, and hardware platforms.

Managed a high volume of incidents and requests through ServiceNow, consistently meeting and exceeding Service Level Agreements (SLAs). Provided specialized technical support to resolve complex software, hardware, and operating system (Windows/Linux) issues, minimizing user downtime. Acted as the primary point of contact in the Employee Care Center, providing exceptional customer service and effective solutions that improved employee experience and satisfaction. Successfully led a user data migration project and upgrade to the Office 365 platform, ensuring a smooth transition without data loss. Managed the billing process for communications systems, ensuring data accuracy and proper cost allocation across departments. Actively collaborated in the implementation of key technology projects, including the upgrade of network services and the configuration of new meeting room solutions, contributing to the timely achievement of project objectives.

Managed and maintained a ticket management system (ServiceNow) with a focus on SLA adherence. Provided technical support across a range of technologies, including software, hardware, and operating systems. Successfully managed the Employee Care Center server, achieving an average customer satisfaction rating of 4.8 out of 5. Led the migration of data and updates to the Office 365 platform. Managed the billing process for all communication systems. Collaborated on various technology projects, including meeting services and network infrastructure enhancements.

Ticket management system (ServiceNow), SLA Management, Technical support in software, hardware and operating systems. Responsible for providing Employee Care Center server, migration of data and update to Office 365 platform, billing process to communication systems, and collaboration in technology projects such as meeting services and networking.