Customer Service Asset Management

Customer Service/ Help Desk/ IT Asset Management

Extensive experience in customer service, problem-solving, and de-escalation solutions. Three-plus years of IT Asset Management, and configuration management experience. Self-starter that requires little to no supervision and works well in a team setting.

Skills

●Microsoft Office, Visio, and Teams

●Active Directory

●ServiceNow Hardware Asset Management (HAM) module, Configuration Management, and Incident Management module

●Beyond Trust

●Customer Service

●Technical Support

●Oral/Written Communication

●Hardware Asset Lifecycle Management

●Technical Problem Solving

Professional Experience

Support Center Coordinator I, Charlotte, NC

Novant Health, February 2022 - Current

●Implement software installations and updates to resolve user operating difficulties.

●Provide remote support via Beyond Trust Remote Support software to assist with file recovery, printer, and corporate share drive mapping, including end-user education.

●Assist users via Active Directory, OneIM, and other corporate applications to troubleshoot their accounts and general issues.

●Interact with network services, software systems engineering, and application development to identify core problems.

●Reset passwords with ServiceNow Password Manager.

●Unlocks older computers of Windows 7 or earlier with Bit Locker recovery.

●Troubleshoot customer calls as Tier 1 support.

Student Team Member (STM) Novant Health, Charlotte, NC

DPS Intern, October 2020 – February 2022

●Supported the Digital Products and Services (DPS) Service Management Office and the End User Computing team.

●Coordinated disposal scheduling between End User Computing team (EUC) and the disposal vendor.

●Maintained and updated dashboard widgets about Asset tracking, Business Application records, Service Offerings, and Server records within ServiceNow.

●Researched and updated Assets no longer discoverable in ServiceNow.

●Interacted with and advised DPS customers concerning Configuration Item records.

●Created and maintained reports related to configuration items.

Training

Epic / Service Desk Training - February 2020 to Current

ServiceNow / LinkedIn Courses - April 2021 to Current

Microsoft Artificial Intelligence Certificate – March 2022

Service Now Foundations - 2021

Service Now 101 Curriculum – 2022

Microsoft Excel Essential Training, Advanced Formatting Techniques, Creating Dashboard, Advanced Formulas and Functions – 2018 to 2022

Education

The Art Institute – Animation - August 2014 to March 2016

Professional Development

ServiceNow Fundamentals Introduction, Task Management Overview, Additional ServiceNow Fundamentals Content for System Administrators and Developers, Service Now Fundamentals Simulator, Learning Service now (LinkedIn learning), and Thinking Creatively.

Contact this candidate