Diedra Markiewitz

Experience

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  Backyard Expressions

  Mar 2008 - Mar 2009

  Operations Manager

  Managed all financial transactions, producing financial statements, and recording all transactions. Maintained active inventory count, created and executed inventory PO’s and Invoices. Prepare management reports and financial summaries using QuickBooks detailing company’s financial status. Created and maintained payroll, inventory and company asset budgets. Create invoices and maintain client accounts. Manage payroll and prepare payroll tax returns. Processed and managed accounts payable. Managed and executed all human resource duties. Developed key marketing materials, marketing campaigns, and built company website. Show less

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  Old Navy

  Jul 2009 - Oct 2010

  Responsible for the merchandising of Men’s, Girls, Boys, Toddler Boy, Toddler Girl, Newborn and Maternity Departments. Managed a logistics team of 10 to exceed the units per hour goals, hold the team to the Read All Day standards of Old Navy. Participated in the weekly store audits, computing the daily Units Per Hour, editing and approving payroll, and handling the general issues that may arise in the store. 7 months experience of being the pricing specialist. Installed all store marketing and Signs. Manage the Markdown team to include executing the weekly markdowns & appropriate merchandise moves. Key Contributions:• Maintaining company merchandising and inventory standards for company • Provided management to logistics and sales associates • Maintained management support to General Manager Show less

  • Merchandising Supervisor

    Jun 2010 - Oct 2010

  • Logistics Associate

    Jul 2009 - Jun 2010
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  Gap

  Oct 2010 - Mar 2017

  Responsible for managing high priority incidents in the Gap corporate, store, Omni, distribution and datacenter environments. Facilitated the resolution of all high priority incidents while working with multiple vendors and Gap technical support teams. Created communications to relay the impact and recovery of high severity incidents to the appropriate parties. Qualified incidents with reporting teams or business partners to ensure incidents are a high severity issue. Assisted with problem determination, troubleshooting efforts, and coordinated needed support teams and vendors to provide quick resolution to an incident. Escalated to Sr. and Upper Management when appropriate. Provided daily status updates on critical applications/infrastructure systems. Identified and reported process inefficiencies and deficiencies to the process owners. Worked with problem management, duty managers, and system/application teams to ensure reoccurring issues were prioritized appropriately. Maintained the Incident Management and Problem Management PPM and SOP manual. Created and provided weekly, month, quarterly, and year end metrics for upper management. Provide consistent coaching and development to both onshore and offshore team members. Created and maintained manuals for team processes outside of the operations manual. Documentation lead for Incident & Problem Management for knowledge base articles pertinent to Incident Management functions.Key Contributions:• Proficient in written & oral communication• Independent in action and judgment on high severity incidents • Completes tasks with minimal direction and supervision• Provides feedback to team members to further enhance teams cohesiveness Show less Taking daily calls from stores and providing support for procedural and IT issues. Logging and maintaining ticket information within ticketing system to record history of issues and resolutions. Provide updated documentation to team on troubleshooting steps. Assigned a additional duties for departmental reporting for multiple metrics on call volume; identifying volume of hardware, software and procedural calls to Store Support and providing that information to Store Support Management. Assigned additional assignment to assist in resolution of IT depot tickets; including research on missing equipment. Delivered project to team on weekly procedural issues and how to relay the information to the stores on how to resolve the procedural issue. Assigned additional assignment as a documenter helper to process documentation requests. Trained as a backup Team Lead to assist management and floor in processing transactions with analysts and business partners.Key Contributions:• Maintained a high customer service rating • Provided to management and team updated procedural processes to support stores • Maintained an On Target scorecard metrics • Provides back up coverage for reporting and depot management for Support Services. Show less

  • IT Operations Incident Management

    Dec 2013 - Mar 2017

  • Store Support Analyst

    Oct 2010 - Dec 2013
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  HighTechLending, Inc

  May 2017 - Apr 2018

  Reverse Admin/Lock Desk

  Process daily locks for branches and TPODetermine investor for loans Analyze daily investor ratesLock funded loans with investors and loan software Process MIP payments & Purchase Advise statementsWork with Accounting department on any funding discrepancies, MIP payment, etc.Admin for ReverseVision software

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  Blue Shield of California

  Apr 2018 - Jan 2022

  Responsible for cultivating relationships with service catalog customers to ensure accurate design and build of catalog interface and workflow design. Collaborate with stakeholder teams to ensure usage of catalog adoption for both internal customers and fulfillment teams. Strong customer focus learning current processes the catalog item would be replacing to ensure quality design, fluid function and ease of use for target consumers. Responsible for working with the ServiceNow product & process owners within the ITSM modules of ServiceNow to manage demand and provide guidance on enhancements to ensure the best use of the product. Responsible for working with the ServiceNow product & process owners within the ITSM modules of ServiceNow to manage demand and provide guidance on enhancements to ensure the best use of the product. Collaborative efforts with teams to gain understanding of processes outside of the service catalog to ensure strong cross-functionality of systems. Delivered complex reporting and dashboarding through Performance Analytics to communicate current workload, SLA adherence and KPIs for entire IT organization, individual portfolios, and fulfillment teams within the organization. Provide data analysis of KPIs and create solutions for achieving the KPIs. Created and publish Standard Operating Procedures, documentation to support team with specialty tasks, and fulfillment documentation for complex catalog items through the Knowledge Base catalog. Show less

  • Sr. ITSM Analyst, Service Catalog & Process Design

    Aug 2020 - Jan 2022

  • Sr. ITSM Analyst, Incident Managmement Process Lead

    Jul 2018 - Aug 2020

  • Sr. IT Service Management Analyst

    Apr 2018 - Jul 2018
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  ServiceNow

  Jan 2022 - now

  A key driver for managing the resolution of technical problems with serious consequences to ServiceNow or ServiceNow customers. Responsibilities included collaborating and partnering with the entire organization to drive action and foster growth, driving incidents to resolution, and ensuring accurate and timely customer and executive-level communications. Ensured the correct resources are working on the resolution of major incidents appropriate to the severity and identified when escalation is required and trigger such escalation accordingly. In parallel worked on internal process development and documentation through the ServiceNow Platform. Show less

  • Sr. Customer Success Manager

    Feb 2024 - now

  • Customer Success Manager

    Mar 2023 - Feb 2024

  • Major Incident Manager

    Jan 2022 - Mar 2023