Software Support Problem Resolution

Justin M. Luton

Owings Mills, MD 410-***-**** ************@*****.***

Analyst with Admin Expertise

Analyst with over 3 years of experience in leveraging platforms like Veeva QMS and ServiceNow to drive quality analytics and operational efficiency. Adept at managing software support tickets with a proven track record of achieving 100% problem resolution. Demonstrated ability to lead global initiatives, collect and implement user feedback, and enhance digital workflow experiences. Holding a Bachelor of Science in Information Science and Technology and ready to leverage robust analytical background to transition into a dedicated ServiceNow role. Career Highlights

• Managed and closed 100% of software support tickets, ensuring minimal operational interruptions.

• Orchestrated and led weekly global Veeva Admin meetings, guaranteeing site-specific requirements were aligned with global standards.

• Streamlined user experiences by collecting and implementing feedback from diverse end users, leading to a 15% increase in platform satisfaction.

• Championed the global GDocP harmonization project, standardizing processes across multiple sites.

Technical Skills & Expertise

• Platforms: ServiceNow, Veeva QMS, Microsoft Windows, SAP, AuditUtopia

• Applications/Tools: SharePoint, WordPress, Notepad++, Microsoft Office, AdobePro/Sign, DaVinci Resolve, GIMP

Soft Skills:

• Stakeholder collaboration & management

• Strategic harmonization & standardization

• Tactical decision-making under pressure

• Detail oriented analysis

• Multifaceted team leadership & mentorship

• Proactive risk identification & mitigation

Professional Overview

Emergent BioSolutions May 2020 - Current

Analyst

accomplishments:

• Achieved 100% problem resolution by expertly handling software support tickets via ServiceNow, driving operational efficiency.

• Facilitated weekly global Veeva Admin meetings, translating site-specific requirements to global standards, and contributing to digital harmonization.

• Optimized digital workflows by implementing user feedback, resulting in increased system efficiency and user satisfaction by 15%.

• Steered the global GDocP harmonization project, ensuring alignment with global standards and introducing streamlined processes across the board.

• Managed Veeva user accounts, handling account creations, password issues, role assignments, and application-related queries, ensuring 98% uptime. Deliverables:

Collaboration & Communication

• Collaborated with cross-functional teams to devise new service protocols, enhancing inter- departmental communication and productivity.

• Worked closely with the IT team in the beta testing phase of new system features, guaranteeing smooth transitions and minimal disruptions.

Knowledge Sharing & System Optimization

• Instituted a monthly knowledge-sharing initiative for users, discussing updates and best practices for SharePoint, Veeva, and ServiceNow, resulting in a reduction of user queries by 25%.

• Spearheaded a knowledge repository for common software and hardware challenges, ensuring faster resolution times and a more informed user base.

• Facilitated monthly feedback sessions with users to continuously improve system usability and performance.

• Played an instrumental role in strategizing the content delivery for the Knowledge Base articles in ServiceNow, ensuring more user-centric and accessible resources. Client Interaction & Satisfaction

• Advocated for and implemented an enhanced client communication protocol, furthering transparent and effective dialogue, leading to increased trust and a 95% satisfaction rate.

• Played a central role in refining the client approval process, ensuring faster turnaround times and more accurate requirement capture.

ServiceNow Enhancements

• Drove the enhancement of ServiceNow's notification system, optimizing the way end-users receive and engage with critical alerts.

Mountain Peak Marketing, Towson, Maryland March 2018 - September 2018 Account Manager

accomplishments:

• Cultivated and nurtured strong customer relationships through tailored engagement strategies, driving a notable 20% increase in business opportunities within a targeted six-month period.

• Conceptualized, designed, and executed innovative online and social media marketing campaigns, effectively elevating brand visibility by a measurable 25%.

• Developed and delivered high-impact customer service and sales presentations tailored to diverse audiences, achieving a commendable 30% conversion rate on product pitches.

• Oversaw and structured the mentorship program, along with systematic training of new interns, leading to a rapid acceleration of their productivity by 40% within their initial two months.

• Leveraged data-driven approaches to identify and capitalize on emergent growth opportunities, with a 15% increase in sales for the targeted territory. Deliverables:

Client Relations & Sales

• Connecting with key business executives and stakeholders and preparing sales reports.

• Answer client queries and identify new business opportunities among existing customers.

• Collaborate with the sales team to identify and grow opportunities within the territory.

• Delivery and interactive customer service and sales presentations on electronics and entertainment services to decision-makers.

Marketing Strategies & Brand Development

• Developed and executed online, social media, and print marketing strategies for new projects.

• Developed and implemented new marketing and sales plans.

• Creating and implementing direct marketing strategies, expanding our clients' brand awareness.

• Strategic presentation development.

Team Management & Leadership

• Assisting with upper management tasks such as interviewing and training new interns.

• Planned, supervised, and coordinated daily activities of all new interns.

• Participation in ongoing customer service and sales training and coaching camps on a weekly basis.

Education & Certifications

• Bachelor of Science in Information Science and Technology, Minor in Business Management, Pennsylvania State University, University Park, Pennsylvania, December 2019

• SAP Certificate, 2019

Leadership & Awards

• Site Representative for Global Veeva Admin Meetings, 2020-Current

• Site Lead for Client Notification and Approval Documents, 2020-Current

• Site Lead for ServiceNow Tickets, 2020-Current

• Leadership Black Student Union, 2015-2019

• Multicultural Club, 2015-2019

• THON (Panhellenic Dance Marathon), 2015-2019

• Scholar Athlete Award, 2019

• Dean’s List: 2015/16, 2016/17, 2017/18, 2018/19

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