Comfort Pooe
ServiceNow Administrator
23691 Protea Glen, Ext 26
Summary
Dynamic ServiceNow Administrator with a proven track record at Massmart Holdings, enhancing ITIL compliance and system performance through expert ServiceNow development and SLA configuration. Excelled in problem-solving and technical troubleshooting, boosting team productivity and end-user satisfaction. Skilled in JavaScript and effective communication, consistently delivered innovative solutions and trained users, significantly improving operational efficiency.
With my solid background in ServiceNow administration and my passion for delivering exceptional IT service management solutions, I am confident in my ability to contribute to your team's success.
Overview
10
10
years of professional experience
Work History
ServiceNow Administrator
Massmart Holdings
02.2021 - Current
- Enhanced system performance by optimizing ServiceNow configurations and customizations.
- Ensured data integrity by developing robust data validation rules within the ServiceNow platform.
- Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
- Leveraged expertise in configuring applications such as Asset Management, Change Management, and Service Catalog to ensure seamless integration with existing organizational processes.
- Increased team productivity by creating custom dashboards, reports, and performance metrics in ServiceNow.
- Implemented advanced scripting techniques to automate routine tasks, saving time and resources for the IT department.
- Trained end-users on how to effectively use ServiceNow features, resulting in increased adoption rates across departments.
- Reduced service disruptions by proactively monitoring, diagnosing, and resolving incidents.
- Designed user-friendly forms and interfaces within the platform, improving user experience and overall efficiency.
- Improved end-user satisfaction by providing timely and accurate support for ServiceNow-related issues.
IT Desktop Technicians
Massmart Holdings
09.2016 - 10.2019
- Supported end-users with comprehensive documentation on software installation, usage, and troubleshooting guidelines.
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems.
- Proactively addressed potential system vulnerabilities by conducting regular security assessments and recommending appropriate remediation measures.
- Contributed to business continuity planning by developing disaster recovery strategies for desktop systems in case of emergencies or natural disasters.
Application Support
Massmart Holdings
10.2019 - 02.2021
- Created detailed documentation for application support procedures, facilitating knowledge transfer within the team.
- Maintained strong professional relationships with key vendors and suppliers in order to keep abreast of industry trends and emerging technologies that could benefit the organization''s overall application support strategy.
- Maintained up-to-date knowledge of industry trends, emerging technologies, and best practices in application support through continuous learning initiatives.
- Coordinated with other IT teams like network administrators or application support specialists to resolve cross-functional issues impacting system performance or availability.
- Monitoring, supporting and sustaining all applications full proof processes in lines of business needs.
- Provide timely and high-quality L1 and L2 support for SharePoint, Alteryx, Tableau and Supply chain applications.
- Collaborate with Project Managers and Business Systems Managers to administer applications to meet business needs.
- Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues
- Escalate L3 support requests to the Vendor.
IT Internship
Departments of Roads and Transport (g-Fleet Manage
06.2015 - 07.2016
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations. Identifying and verifying more user requirements and developing more system.
- Installing and configuring computer hardware operating systems and applications.
- Monitoring and maintaining computer systems and networks.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
Education
ServiceNow Certified System Administrator (CSA)
01-2022
B-Tech - Information And Communication Technology
Vaal University of Technology
Vanderbijlpark, South Africa 04.2001 -
Associate of Applied Science - Information And Communication Technology
Vaal University Of Technology
Vanderbijlpark, South Africa 04.2001 -
Matric Grade 12 -
Manoka High School
EMpumalanga, South Africa 04.2001 -
Skills
SLA configuration
ServiceNow development
Service catalog management
JavaScript expertise
Report generation
Workflow design
User interface design
Dashboard creation
Problem-solving abilities
Technical troubleshooting
Verbal and written communication
References
Name : MR Stephan Kruger
Occupation : Massmart
Company : ServiceNow Manager
Manager Contacts : 082 332 7985
Name : MR Emmanuel Mulangaphuma
Occupation : Massmart
Company : IT System Support Manager
Contacts : 072 260 0763
Name : MR Chris Masombuka
Occupation : Departments of Roads and Transport
Company : Deputy Director
Contacts : 011 372 8600/8642
Timeline
ServiceNow Administrator
Massmart Holdings
02.2021 - Current
Application Support
Massmart Holdings
10.2019 - 02.2021
IT Desktop Technicians
Massmart Holdings
09.2016 - 10.2019
IT Internship
Departments of Roads and Transport (g-Fleet Manage
06.2015 - 07.2016
B-Tech - Information And Communication Technology
Vaal University of Technology
04.2001 -
Associate of Applied Science - Information And Communication Technology
Vaal University Of Technology
04.2001 -
Matric Grade 12 -
Manoka High School
04.2001 -
ServiceNow Certified System Administrator (CSA)
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