Customer Service Data Entry

Nehi Iduwe

DFW, TX 214-***-**** ********@*****.*** linkedin.com/in/nehi-iduwe/

Skills

● Team Leadership

● Ability to work

independently with little

management.

● Good analytical and

troubleshooting abilities.

● Strong customer service

skills

● ServiceNow/SAMPro/HAM

● License Management

● Agile Methodologies

● Software Asset

Management

● Conflict Management

● Microsoft Windows 7 and

8.1, MS-Office 2010\2013

● Detail-oriented.

● Risk Management

● Data entry

● Customer Relationship

Management (CRM)

● SaaS Applications

Management

● Hardware Asset

Management

● Vendor Management

● Process Improvement

● Procurement

● A self-starter with good

written and verbal

communications skills,

along with the ability to pre-

plan, organize, prioritize,

and multitask.

● Detail Oriented

● Requirements Analysis

● Team Leadership

Certifications

Certified Scrum Master (CSM)

Technician Certified Security+ (In Progress)

Certified IT Asset Manager (In Progress)

Experience

April 2018 - Present

Hardware Asset Manager IBM Corporation - Dallas, TX

● Managed the entire lifecycle for hardware assets (planning, procurement, deployment, reclamation, retirement).

● Implemented security measures to safeguard hardware assets and mitigate risks associated with unauthorized access or loss.

● Collaborated with vendors and third-party service providers, such as CDW and Insight to facilitate hardware maintenance and support contracts, ensuring service level agreements (SLAs) are met.

● Recovered over 250 assets by conducting monthly compliance audits and reconciliations to verify the accuracy of hardware inventory records.

● Developed and maintained documentation and standard operating procedures (SOPs) for hardware asset management processes and educated other team members.

● Collaborated with procurement and IT teams to ensure timely acquisition and deployment of hardware assets according to organizational and project needs.

● Implemented best practices for hardware lifecycle management, including asset procurement, deployment, maintenance, and disposal.

● Conducted cost analysis and optimization strategies to minimize hardware procurement costs and maximize asset utilization.

January 2017 - April 2018

IT Asset Manager Toyota North America - Plano, TX

● Managed the entire lifecycle for software and hardware assets (planning, procurement, deployment, reclamation, retirement).

● Answered emails and ServiceNow requests from end users to fulfill software licensing needs, hardware equipment needs and answer queries.

● Followed established procedures for logging hardware assets in and out using ServiceNow and SCCM.

● Conducted internal and external software audits for high risk vendors (IBM, Microsoft, Adobe, etc)

● Provided customers with counsel and assistance with procurement and/or asset management policies and processes.

● Designed and created customer focused asset management reports. April 2014 - January 2017

IT Asset Manager Lockheed Martin - Dallas, TX

● Collaborated with a team of 12 individuals overseeing the daily activities encompassing the lifecycle management of software and hardware assets, including planning, procurement, deployment, maintenance, reclamation, and retirement.

● Oversaw a multi-million-dollar budget allocated for central software procurement, spearheading initiatives aimed at reducing costs and optimizing expenses.

● Assisted with implementing ServiceNow SAMPro - gathered entitlements, verified ULAs/ELAs, reviewed contracts.

● Assigned responsibilities for software, hardware, and IT asset disposition fulfillment.

● Developed policies around software usage and deployment.

● Analyzed, designed, and implemented corporate ITAM policies, procedures, processes, and governance.

● Took a data-focused approach to understand customer needs, translated strategic objectives into action, and prioritized to improve value delivered.

● Collaborated with Project Managers and Team Leads, leveraging Centralized Logistics, to accurately forecast hardware and software requirements essential for supporting project delivery initiatives, while ensuring the timely coordination and distribution of equipment to adhere to critical project timelines.

● Used ServiceNow Discovery to locate hardware assets within the network infrastructure, subsequently updated the Configuration Management Database (CMDB) with the acquired data.

● Conducted internal and external software audits for high risk vendors (IBM, Microsoft, Adobe, etc)

● Conducted quarterly audits for hardware asset inventory and maintained an accuracy of 93% or better.

March 2011 - April 2014

Tier 2 Desktop/ Associate Asset Manager HP - Plano, TX

● Assisted with hardware asset management duties as needed.

● Maintained inventory by accurately checking assets in and out of stock.

● Utilized SAP Ariba to place orders to keep stock inventory up to date (New Hires, Projects)

● Vigilantly maintained up-to-date software versions by applying patches and facilitating new installations to seal security loopholes, safeguarding users and their data.

● Utilized Salesforce (ESM) as an effective communication channel to enhance collaboration and information sharing within the team and across the organization.

● Conducted comprehensive risk assessments to identify financial and operational risks associated with software assets, enabling informed decision-making and initiative-taking risk management.

● Functioned as a key communicator through the LEX (ITSM) program for HP support, facilitating smooth communication and issue resolution.

● Demonstrated proficiency in troubleshooting VPN configurations, addressing issues and ensuring secure and reliable network connectivity.

Education

May 2005

High School Diploma Duncanville High School

August 2026

Bachelor of Science in Computer Science The University of Texas at Dallas March 2013

Associate of Applied Science in Network Administration and Support Cedar Valley College

Contact this candidate