System Administrator with ServiceNow Expertise

Pao Vang

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PROFESSIONAL SUMMARY

Results-driven System Administrator with over 15 years of experience supporting enterprise IT environments. Proven expertise in ServiceNow administration, Active Directory management, system maintenance, and technical support. Strong background in troubleshooting, automation, and managing infrastructure upgrades to improve system efficiency and reliability.

TECHNICAL SKILLS

Operating Systems: Windows 10/11 MAC OSX Networking: TCP/IP, VPN, Remote Desktop Applications: Microsoft Office, Dreamweaver, Great Plains, TMW Suite Systems: AS400, Logimax, SQL2008, Exchange, ServiceNow Tools: SharePoint, Active Directory, ServiceNow, AdventNet, Faxstar Other: Ethernet Cable Fabrication, Help Desk Ticketing Systems

PROFESSIONAL EXPERIENCE

SAP Concur – Germany

Desktop Support III (2012–2016) / ServiceNow Administrator (2016–2025)

• Administer ServiceNow platform, performing configuration, maintenance, and upgrades.

• Monitor and support incoming tickets to ensure SLA compliance.

• Develop and manage Service Catalog items and workflows.

• Collaborate with cross-functional teams to implement ServiceNow improvements.

• Support Windows environments and user accounts via Active Directory and Exchange.

Dedicated Logistics, Inc. – Oakdale, MN

Systems Administrator (March 2010 – February 2012)

• Supported and monitored the helpdesk ticketing system to ensure timely resolution.

• Troubleshot software and hardware issues and documented solutions.

• Managed AS400 systems including upgrades, backups, and patch applications.

• Set up and managed user accounts in AD, Exchange, VPN, AS400, and Logimax.

• Supported Mitel VoIP systems, MicroCall call accounting, and warehousing applications.

• Provided mobile device support and configuration for Intermec scanners.

• Worked with EDI vendor to test and integrate TMW Suite systems.

Dedicated Logistics, Inc. – Oakdale, MN

IT Technical Support Analyst (March 2006 – March 2010)

• Installed and configured desktops and laptops for new hires.

• Provided first-line support for printers, scanners, and hardware.

• Managed user accounts via Active Directory and Exchange.

• Maintained inventory tracking of all company IT assets.

• Served as the main contact for all IT support calls across departments.

Norman G. Jensen – Bloomington, MN

Desktop Support (July 2002 – March 2006)

• Provided desktop support for over 100 users locally and remotely.

• Installed and configured PCs, software, and Citrix thin clients.

• Troubleshot printers, copiers, and fax machines including dot matrix printers.

• Assisted with system upgrades and network troubleshooting.

EDUCATION

Globe University – Oakdale, MN

Bachelor of Science in Information Technology, June 2001

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