Noah Drew

Experience

• 

  Krispy Kreme

  Oct 2016 - Jan 2018

  Shift Supervisor

  - Managed the staff to get all necessary tasks accomplished in a timely fashion- Provided excellent customer experiences and deescalated situations with unhappy customers- Responsible for financial paperwork and keeping the registers filled with cash

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  ServiceNow

  Jan 2018 - now

  - Solved customer cases for ServiceNow Service Management assignment group concentrating on the Project Management application and Agile Development issues- Provided deep analysis on JavaScript, HTML, XML, CSS, and Angular code for possible customization issues- Subject Matter Expert for IT Business Management applications including Project Management and Agile Development- Consistently noted for having the lowest Time to Resolution (TTR) for customer created cases on the Service Management team- Consistently noted for having one of the highest amount of quarterly case closures out of 94 people globally on Service Management team- One of top 10 internal ServiceNow Community contributors, assisting with customized code and implementations- Developed background script to retrieve all customizations within a customer-facing ServiceNow instance, which decreased debugging time for the team- Developed Chrome extension to assist in retrieving Business Rules and Scripts utilized, which helped the team debug scripting issues more quickly- Created internal training and videos for Project Management Suite- Earned Serve & Learn MVP ServiceNow award for outstanding knowledge contribution Show less - Strategically distributed customer cases to Technical Support Engineers according to their workload- Created, updated, and monitored user schedules- Monitored case SLAs and assisted with high-priority case assignment- Introduced automatic Slack notifications during case assignment, cutting out an extra 15 seconds during assignment- Developed JavaFX application using ServiceNow Rest APIs to improve ability to assign cases, reducing assignment time from 50 seconds to 10 seconds per case, a 500% increase in assignment efficiency- Developed an application to send customized HTML reports utilizing scheduling data and JavaMail API for SMTP Show less

  • Technical Support Engineer

    Dec 2018 - now

  • Resource Management Representative

    Jan 2018 - Dec 2018