I have been adding licenses, devices, and contract lease(s) to the USU SmartTrack tool because it is an excellent tool for managing your software licenses and cloud services and allows us to connect all our data sources. Give demos on Mural, WIN11, and USU SmartTrack tool. I work on Adobe Admin Console and Microsoft 365 admin center to assign licenses and apps. I'm responsible for making decisions about Endpoint Manager/Azure Active Directory and managing users. I work on on-prem and Cloud infrastructure. I work on escalated incidents in ServiceNow. Every Thursday, I meet with Service Desk to review the incidents. Meet SLAs and develop/maintain Knowledge Base articles in ServiceNow for Help Desk. Develop and implement new process and document it. Handle access and permissions issues in AD for users and assist internal customers with escalated tickets in Snow. Coordinate with cross-functional teams and vendors if needed. Monitor/analyze IT systems using network tools (Remote Desktop Con

TCS: End Client – USAA – Remote As an admin, I worked on Microsoft 0365 and cloud-based Box and Mural applications. I was responsible for making decisions about Mural workspace settings and managing users. I worked on incidents in ServiceNow. I met SLAs and developed/maintained Knowledge Base articles in ServiceNow. I monitored Slack channels to answer questions about Mural, Box, 0365, and the VIP board. Developed and implemented a new process and documented it. Excellent oral and written communication skills.
Handled access and permissions issues for users and assisted internal customers with their tickets in Snow. I migrated data/materials between workspaces and users. We followed agile methodology to stay flexible and meet our expectations, and during our Standup meetings, if there are any impediments, we bring them to Scrum Master. I created bot responses in Slack. I gave demos on the Mural application. I coordinated with cross-functional teams and vendors if needed. Monitored/ana

Monitored queues and assigned tickets to appropriate resources for troubleshooting and ticket resolution. Monitored queues to ensure SLAs were maintained. I assigned the tickets out of scope to the Service Desk/Other Teams. Ensured associated tickets were related to the parent ticket and proper follow-up was performed once the incident was resolved. I ensured the proper assignment of tickets and facilitated resource allocation based on workload. Coordinated tickets that crossed organizational boundaries to ensure customer satisfaction. Prepared daily reports on Incidents/Change/Problem tickets and SLA status. I prepared a summary report on all Major incidents occurring on shift. Shift handover to next QM discusses with shift leader for acting against bouncing tickets. Coordinated resources with teams across disciplines to ensure SLA targets were met.

As their Ambassador, I joined the Thrive program for SAP Ariba and SAP Fieldglass. My role here was to support programs since our mission was to nurture a culture that allows its people to thrive. Helped create events and programs for the Thrive Program, brought people together, and addressed almost all categories from Employee Engagement, CSR, D&I, Appreciation, Community Networking, and Health & Well Being, allowing people to have diverse experiences. List of activities we celebrated in 2019 were: Office Anniversary, International Women's Day, Employees Birthdays, Ping Pong Tournament, Cinco De Mayo, National Chocolate Ice Cream/National Donuts Day, Paint Fest (Mural Painting for hospital), Halloween Party, Raise against Hunger, Thanksgiving Holiday Party, International Potluck.

Investigated and resolved critical system issues for Enterprise level Fortune 500 companies. Guided customers through their Fiori Launchpad configuration for S/4 HANA 1809,1610, SAP S/4 HAA Cloud, HANA Enterprise Cloud & Sap Solution Manager.
Assessed, planned & troubleshoot problems for SAP S/4 HANA Supply Chain & SAP Fiori FLP. I resolved known errors utilizing SAP Notes, Knowledge Base Articles, and product documentation. Documented new solutions by creating and updating Knowledge Base Articles (KBAs) and meeting SLAs. Performed root cause analysis and provided solutions to customer incidents. I assisted customers with assigned technical support issues reported via telephone, web, and email. Provided accurate analysis, troubleshooting, and testing of technical issues. Followed and maintained all standards for tracking and documenting issues throughout the lifecycle of a support case. Demonstrated a complete understanding of the features and functions of assigned products. Learned q

Provided a high-level project plan and documentation and worked under minimal supervision on various projects. Developed a detailed project plan to monitor and track progress and performed all required duties. Organized projects to get them completed on time and within the budget. Consolidated documented and uploaded in ServiceNow. Coordinated meetings through WebEx and presented at the executive level. Good knowledge of MS Office and program management software (e.g., MS Project, etc.)

I maximized profits by driving marketing initiatives to optimize sales while ensuring company assets. I worked on Cloud-Based POS Software/Modisoft to better understand our clients to make critical decisions. Provided professional and outstanding B2B and B2C service and oversaw inventory life cycle. Solicited referrals from satisfied clients and delivered exceptional account service to strengthen customer loyalty. Managed a staff of 10+ employees and handled weekly payroll of $11,000. Coordinated with vendors to fulfill new products/inventory, managed store inventory, and contacted vendors to procure new products. I created reports and presentations using Excel and MS Office Suite.