Service Management
Resume:
Middletown, PA sandra.adcock@gmail
Sandra Adcock
Skills Ticketing Tools – Service Now, Remedy, Alive Chat, Microsoft Lync.
Email Clients – Microsoft Outlook, Louts Notes
Windows – Active Directory, Windows XP, Windows 7
Warehouse Management Applications – WM Manhattan (AS400) Platform, DLX
Remote Access Tools – RSA Secure ID, Cisco Certificate, Cisco VPN Client
Experience
DHL / Exel Mechanicsburg, PA 1990–Present
Senior Service Desk Lead
Ensure daily work is distributed throughout the team to maintain call
volumes and reduce mean response times. Monitor queues and respond
effectively to requests received through multiple contact channels: phone, email,
text, web ticketing and internally created tickets. Install Cisco Certificates
according to install schedules and monitor backlogs to reduce delays. Ensure all
Service Requests are completed on schedule and escalate all high priority
tickets for quick resolution.
Promoted to Service Desk Lead in 2003. Main responsibilities include:
providing guidance to Help Desk staff; Training new associates on how to
create, resolve and escalates incidents within the service management tools;
Assisting with onboarding of new associates; Documenting internal procedures
and processes.
Emergency Incident Manager (EIM) for major outages. Manage an average
of 10 major outages per week. Troubleshoot and engage necessary 3rd level
support personnel to resolve major issues.
Utilize ServiceNow to record and track incidents. Performed UAT in
ServiceNow during an 8 month Remedy to ServiceNow conversion project
which rolled out over a weekend in August 2014 without major issue.
Troubleshoot network connectivity issue using Net Flow Analyzer
Manage and install CISCO VPN Client for Internal and External Customers.
Install and configure approximated 10 External VPN Clients a week.
Monitor and document system errors for 26 AS400’s running WM
Manhattan warehouse management application.
Maintain daily work schedule accounting for team vacations, sick leaves
and rotating support schedules to ensure proper staffing
Reliable Office Products Harrisburg, PA 1980-1990
Data Entry Clerk
Created approximated 300 picking slips for the warehouse on a daily basis.
Printed approximately 150 invoices and credit memos daily.
Maintained daily backups and a tape library rotation of approximately 250
tapes.
Certification
ITIL Foundation Certificate
HDI Help Desk 2000 Certified
Education
Middletown Area High School Middletown, PA 1976–
1980
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