Experience Customer service (Project Manager)
1 year experience improving processess in service desk, also with the transition from one application to a different one. 3 year experience with the servicenow tool, I was in charge of groups management, Access management, in which I was responsible to evaluate and validate workgroups to be given access to use the servicenow tool.
I was in contact with managers and leaders from different businesses so as to guide them and help when granting access to a workgroup. I also looked for ways to improve their ticketing system so as to make it user friendlier. Not only did I grant access to workgroups but also worked with incidents and SDLCs created, I followed up on them and resolved them.
1 year experience in end user service desk support, regular troubleshooting based on IT issues, helpdesk, American Hospital technical support, with IT issues. Resolved hardware and software problems, remote support, installation and settings of new applications. I have experience handling foreign users that work for the hospitals from England, China, India, and I feel I Have the empathy to handle the situation because not only the culture may be an issue but also their pronunciation. I have the experience of using The Remedy platform system, as well as service now. I have the experience of the ticketing system such as incidents and requests.
I attended daily ops meetings with the client so as to discuss about incidents, how they were resolved, in what status they were in and how the service desk could assist. I had the freedom that if there was a need to change something in our remedy system, I could open a RFC so that a special item could be modified and as a result we could give better results to our clients based on our remedy system.