Keith Pringle

Plano, TX *****

ad4c6z@r.postjobfree.com

+1-410-***-****

Profile Summary: Certified ServiceNow Administrator with 2 years' experience of successful deployments, customizations and configurations of instances. 10+ years improving operations by supplying progressive technical support within computer hardware, software installations, network infrastructure and operating systems.

Skilled in managing user privileges and reducing support tickets. 6+ years' experience using Active Directory to authenticate user accounts, group accounts, and computer accounts. Work Experience

ServiceNow System Administrator

Codesign - Plano, TX

December 2019 to Present

• Generated and analyzed task reports to track SLA's using ServiceNow instances to ensure standards were being met Mastered in-depth concepts of Software Testing Life Cycle to reduce bugs and increase productivity

• Performed enterprise level project management to ensure deadlines and goals were met 100%

• Implemented code changes to customize applications and add enhancements to business tools

• Supplied consultations to stakeholders regarding technical expertise to reduce cost and increase availability

• Reviewed complex technical language and created process documentation that improved user comprehension by 30%

• Updated sets and managed access by creating and appointing user roles to groups to enable features and accessibility

• Monitored production systems, application performance, and server availability in a 24/7 environment to decrease downtime by 99 %

• Understanding of ServiceNow applications for Incident, Change, Problem, Knowledge CMDB and Reports/Metrics, as well as Performance Analytics

• Maintain user accounts through Active Directory

• Understanding of Discovery Tools (Discovery and SCCM) System Administrator Specialist

ActioNet

February 2016 to November 2019

• Performed a variety of technical functions for Medicare and Medicaid Services to optimize business and operational processes

• Prioritized and managed reported tickets using remedy ticketing system and consecutively cleared 50+ tickets daily

• Provisioned user permission privileges for 2100 + users

• Assigned and tracked tokens to verify the integrity of servers and readers

• Collaborated with QA members to identify areas of opportunity for client satisfaction and improved KPI metrics by 35%

• Contributed to patient portal interface designs to create a more seamless integration for users and enhance physician-patient communication

Help Desk Support

Greater Baltimore Medical Center

January 2015 to January 2016

• Communicated with internal and external members using different communication channels, including call management and face to face contact to create resolutions and close all cases within 24 hours

• Partnered with health professionals to manage patients' data and safeguard personal information according to HIPPA standards to avoid 50,000+ for violations

• Inspected devices to confirm system specifications and compatibility were met before configuring vital software installations

• Accessed remote management software to examine and monitor clients' devices to confirm system compliance

Help Desk Support

Arjade Technologies

March 2011 to January 2015

• Analyzed inquiries to resolve complex technical issues for end users in a past paced environment

• Collaborated with engineering members to create updates for outdated knowledge base articles for reoccurring issues

• Responded to hardware failures by manually inspecting and repairing 25+ computers and peripherals onsite

• Mentored junior level help desk technicians and cross trained within various areas to help with business workflow

Education

High school diploma

Fairley High School - Memphis, TN

August 1994 to May 1997

Awards

Recognition

Awards / Recognition

• Awardedemployee of the monthby CoDesignfor exceeding expectations and completing adatabaseproject 2 months in advance.

• Awardedarecognitionawardat ActioNetfor quicklyestablishing networkconnectivityforhundredsofstaff in a crisis-situation.

• Received a promotion formentoringa team of new hires that successfullypasseda90-dayprobationary period.

Certifications and Licenses

ServiceNow CSA

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