Technical Support Asset Management

Sarah A. Coady

Kalamazoo 269-***-**** *****.*.*****@*****.***

Summary

A skilled IT professional with extensive experience in providing technical support, managing IT systems, and coordinating projects across various roles. Proficient in troubleshooting hardware and software issues, ServiceNow implementation, IT asset management, and network support. Adept at project scheduling, coordinating with stakeholders, and delivering user training to enhance efficiency and productivity. Strong background in ensuring seamless IT operations, managing service requests, and driving successful system deployments and upgrades. Skills

Technical troubleshooting and issue resolution

IT system installation and configuration

ServiceNow implementation and configuration

Project coordination and scheduling

User training and support

Hardware and software support

Asset management and inventory tracking

Network infrastructure support

IT project management

Stakeholder communication and reporting

Experience

SERVICENOW BUSINESS ANALYST 08/2022 - 09/2024

Charles River Laboratories - Mattawan, MI

Gathered and documented business requirements for ServiceNow implementations, improving project clarity and scope

Collaborated with stakeholders and technical teams, aligning expectations and reducing project delays by 20% Conducted user acceptance testing (UAT), leading to a 95% success rate in test cases and smooth product delivery Managed ServiceNow configuration and customization, increasing user adoption by 30% Trained and supported 100+ end-users, enhancing overall system usage and productivity IT SERVICE DESK REP 12/2019 - 08/2022

Charles River Laboratories - Mattawan, MI

Provided technical support to end-users, resolving 90% of issues on the first contact Managed and tracked IT service requests using ticketing systems, ensuring timely resolution Troubleshot hardware and software issues, reducing downtime by 25% Assisted with system installations, configurations, and upgrades for users Delivered training on basic IT tools and processes, improving user efficiency and satisfaction WINDOWS 10 PROJECT COORDINATOR AND SCHEDULER 08/2019 - 12/2019 TekSystems - Mattawan, MI

Coordinated and managed Windows 10 deployment projects, ensuring on-time delivery Created and maintained project schedules, tracking milestones and resources to meet deadlines Communicated with cross-functional teams to resolve issues and ensure project progress Monitored project risks and developed mitigation plans, reducing delays by 15% Managed stakeholder expectations and provided regular updates on project status IT SITE SUPPORT AND ASSET MANAGEMENT 01/2019 - 05/2019 Infosys - Battle Creek, MI

Provided on-site IT support, troubleshooting hardware and software issues for end-users Managed IT assets, including tracking inventory, ensuring 100% asset accuracy Coordinated hardware replacements and upgrades, improving system reliability by 20% Supported system installations and configurations, ensuring smooth setup for end-users Delivered technical training to staff, enhancing overall IT efficiency and user satisfaction IT FIELD ENGINEER 01/2017 - 12/2018

Unisys - Battle Creek, MI

Provided on-site technical support, diagnosing and resolving hardware and software issues Installed, configured, and maintained IT equipment and systems for clients Managed network infrastructure, ensuring optimal performance and uptime Conducted system upgrades and migrations, improving efficiency by 15% Delivered user training and support, enhancing client satisfaction and technical proficiency 01/2015 - 02/2017

Freelance Computer Repair - Greater Kalamazoo Area Diagnosing and Repair over remote connections when possible Educating clients on computer use, and Internet safety Treating Clients and their homes with respect

Arriving within expected time, and notifying clients of expected delays as soon as possible Clients receive daily updates when repairs are done off-site ON-SITE IT SUPPORT TECHNICIAN 06/2013 - 12/2014

Your Information Technologies - Kalamazoo, MI

Delivered on-site technical support, resolving hardware and software issues for end-users Installed and configured IT systems, ensuring seamless setup and functionality Maintained and repaired IT equipment, improving system uptime by 20% Assisted with network troubleshooting, ensuring connectivity and performance Provided training and support to staff, enhancing overall tech efficiency and satisfaction IT CONSULTANT 01/2013 - 05/2013

Bronson Methodist Hospital - Kalamazoo, MI

Provided expert advice on IT solutions, aligning technology with business needs Managed IT projects, ensuring successful implementation and adherence to timelines Conducted system assessments and recommended improvements, boosting efficiency by 25% Delivered training and support to clients, enhancing their technical capabilities Collaborated with cross-functional teams to optimize IT infrastructure and systems IT SUPPORT TECHNICIAN 03/2012 - 01/2013

Your Information Technologies - Kalamazoo, MI

Provided technical support to end-users, troubleshooting and resolving hardware and software issues Installed, configured, and maintained IT systems and software applications Managed IT service requests and incidents, ensuring timely resolution Performed routine maintenance and updates to ensure system reliability Assisted with network troubleshooting and supported system backups and restores Languages

English: First Language

Contact this candidate