Lucielsa Diaz

Organizing and managing departmental project portfolio, including IT-based initiatives. Creating ServiceNow configuration including scripting, Flow/Workflow, Catalog Items/Record Produces, Report Setup, Application/Module customization, Data Imports, and Third-party software integration. Coordinating and participating in User Acceptance Testing (UAT). Being part of strategic discussions to analyze challenges and develop solutions for Department objectives. Identifying resources and stakeholders for research and development of requirements. Capturing, documenting, and communicating processes and applications requirements with end-users and IT development teams. Strategizing with IT teams, including Application Development and others, for the best application approach. Managing the progress of each task and project timeline to hit deadlines. Maintaining an ongoing diary of edits and adjustments for each project. Creating documentation of processes and applications for training and reference. Implementing, troubleshooting, and supporting new processes and applications. Managing updates and enhancements for existing applications.

• Providing Incident management tasks to ensure that regular service operation is restored as quickly as possible and minimized business impact. • First point of contact for phone calls, IMs, and emails from staff regarding IT issues and queries. • Receive, log, and manage tickets following current procedures in Service Desk software. • Address tickets promptly, accurately logging user requests and incidents and escalating to Management or other IT departments as necessary. • Troubleshoot fundamental network issues and provide an initial diagnosis. • Troubleshoot laptops, desktops, VoIP phones, monitors, battery backups, printers, tablets, thin clients, mobile devices. • Troubleshoot various 3rd party software and internally developed applications. • Provide basic training for 3rd party software and internally developed applications. • Provide basic training and support to Level I analysts. • Assist with access management and assist with onboarding of new users. • Provide excellent customer service by ensuring that support services meet customer business needs and expectations. • Utilize and create knowledge base articles. • Provide independent analysis, communication, and problem-solving. • Monitor trends in the ticketing system to assist with the incident and problem resolution. • Assisting analysts, engineers, managers, and project leaders in providing first-line support when high workloads or when additional experience is required. • Involvement with project-based tasks, changes, and rollouts. • Second-tier escalation point to other members of the department.

Maintaining the ownership of the ticket using the service desk tool (Service Now) Working with client's associates, external clients, held desk associates, and management promptly answering phone calls routes in a call queue system. Utilizing IT tools to access "Remote Control" management for users’ devices. Adding/removing programs, shortcuts, map network drives, maintaining network accounts using Active Directory, installing network printers and other hardware.

Provide first-line technical support and customer service support to OTD clients (Best Buy / IBM). Responsible for Level I technical support, troubleshooting procedures, and problem-solving computer hardware, software, and network connectivity. Fixing desktop PC's, laptops, registers, workstations, hand scanners, printers, signature pads, using various commercial software (such as POS, Citrix, FMS, OMS, BEAST) Utilizing various support channels such as telephone, web, email, chat, or the Service Desk ticketing system.