Lindsey T.

• Global IT hardware asset management, including vendor relations, equipment procurement, and lifecycle tracking in ServiceNow. • Lead onboarding and offboarding processes globally, ensuring a seamless experience for new hires. • Host all IT orientations and onboarding sessions for new hires in North America. • Excel in service desk operations, consistently achieving top performance in handling ServiceNow tickets and user requests. • Serve as an escalation point for other members of the support team to diagnose and resolve complex issues. • Spearheaded IT projects, encompassing project planning, stakeholder communication, progress reporting, and deadline management. • Maintain and optimize the Helpdesk Knowledgebase in ServiceNow, regularly updating articles and suggesting process improvements. • Assists in the development of the Helpdesk Knowledgebase (ServiceNow). • Troubleshoot and resolve first and second-level issues related to software, hardware, and SSO (Okta) for both on-site and remote users. • Administer Apple Business Manager MDM for all Mac users across the organization. • Facilitate company-wide training sessions to enhance end-user proficiency with existing tools. • Mentor junior staff members to help them grow and develop their skill sets. • Streamline processes and implement changes to improve team efficiency and effectiveness.