Information Technology
Resume:
Demric Woods
Lancaster, Texas *****
******.*****@*****.***
linked.com/in/demricwoods
PROFESSIONAL SUMMARY
A U.S. Army Veteran with Bachelor’s degree in Business Administration and Marketing, Certified as a ServiceNow System Administrator and CompTIA Technical Trainer. Experience includes Database Management, Cross-functional management, Process improvement, and Technology. ITIL v3 certified with extensive experience in Operations and comprehensive background in SAP. An (SME) subject matter expert and advocate for (FSE) Field Service Engineers and UAT’s (User Acceptance Training) on change management to include implementation and technical support for WOMPA (Work Order Management-Performance Assurance).
ITIL/ITSM Agile/Scrum ServiceNow System Administration Help Desk Support Processes Data Analysis Database Management Microsoft Office (2003 – 2010) Internal System Administration Implementation MS Windows (95 – Windows 10) SAP (SD, FICO, CS, WM and HR Modules) Troubleshooting Salesforce
PROFESSIONAL EXPERIENCE
NPOWER - Fort Worth, TX Oct 2016 - Present
Information Technology Student
Implemented 5 core publications of the ITIL ITSM Lifecycle in a project based environment on various real world scenarios.
Exercised Agile processes and methodologies focusing on Scrum.
Navigated and utilized various application and modules within ServiceNow (Helsinki).
Practiced and developed basic JavaScript application with a focus on comprehension within ServiceNow.
Engaged in CompTIA A+ program.
DEVODAS CONSTRUCTION – Lancaster, TX February 2015- Present
General Manager
Developed and implemented organizational structure and processes to increase sales by 15%.
Managed day to day business operations and projects.
Applied organizational research and analytical skills throughout Project Management lifecycle.
Managed budgets, project staffing, and on-going project development.
Implemented financial forecasting and data management.
PHILIPS HEALTHCARE – Alpharetta, GA June 2011 – February 2015
Data Control Coordinator III
Researched and resolved issues correlating to SAP and integration of internal applications (i.e. Salesforce).
Provided technical support to end-users through data analysis to identify and address internal and external department constraints.
Served as a Point of Contact (POC) for Field-functional projects and internal department task transitions.
Successfully interfaced with internal and external customers to increase data management and integrity by 6%.
Managed data integrity impacting organizational (SLA) Service Level Agreements and departmental (OLA) Operational Level Agreements.
PHILIPS HEALTHCARE – Atlanta, GA June 2003 – June 2011
Inventory Control Coordinator III
Performed data management and data-mining analysis.
Collaborated with Executive team to manage and decrease inventory discrepancies impacting service level agreements (SLA) by 18%.
Partnered with customers, field operations and third party vendors to identify gaps in the logistics and life-cycle of materials process to decreased material deficits by 22%.
Analyzed parts return and shipment discrepancies to develop lifecycle processes and knowledge management strategies for Parts Order Team and Spare Parts Supply organizations.
Successfully managed material consignments for 75+ Field Engineers.
Successfully identified process gaps impacting inventory return procedures and implemented strategies to improve logistics operations for South Zone region by 8%
NEXTEL – Duluth, GA July 2000 - April 2003
Quality Analyst
(POC) Point of contact for customer care in appeals process and procedures.
Collaborated with Representative-Assistance Support (RAS) teams to decrease time constraints impacting internal departments, and coordinated Call-Quality (CQ’s) training classes to optimize call center metrics.
Provided team support to design root cause analysis and reporting to create and implement structured formats for calibration sessions and quality improvements.
Established communication session’s with the executive team, managers, and training lead’s to enhance and increase quality assurance.
Successfully implemented quality bay and managed processes.
Increased Quality Assurance (QA) from 15% to 23% to exceed call center Operational Level Agreements (OLA).
Successfully implemented initiatives and concepts to increase quality standards across all modalities (West, Mid-West, South and North-East).
CERTIFICATIONS
Certified Technical Trainer CTT+, CompTIA – 2010
Certified ServiceNow System Administrator – 2016
Certified ITIL v3 - 2017
CompTIA A+ (in progress)
EDUCATION
Bachelor of Business Administration/Marketing (BBA) – Atlanta, GA
ITIL v3 Foundation in IT Service Management – Dallas, Texas
ServiceNow, System Administrator – Dallas, Texas
Npower, CompTIA A+ Training and Certification
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