William Lee

Experience

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  New Regency Cleaners and Tuxedo Rentals

  Sept 2009 - Dec 2016

  Cashier/Digital Marketing Specialist

  Created and maintained the digital marketing profiles and social media pages.Offered and managed contracted agreements for drop off and pick up services.Managed the front desk operations and the opening and closing of the storefront.

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  Best Buy Service Center

  Aug 2016 - Mar 2017

  Triage Agent

  Inspected and tested incoming products/store inventory (desktops and laptops), and record symptoms.Addressed software problems with the appropriate recovery media while sending hardware issues totechnicians for parts orders and replacements.Conducted quality assurance testing of serviced products.Completed service order paperwork and box products for shipping.

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  West End Coffee Co.

  May 2017 - Jul 2017

  Data Analyst

  Collected and managed data regarding SnapChat filter impressions, conversion, and shared views.Created analytic reports for clients depicting daily progression of views, conversion ratios, costper view, and forecasted views.Provided guidance and weekly updates regarding company activities and progress.

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  Infosys

  Aug 2018 - May 2022

  Technical Analyst

  Trained as an IT Service Management and IT Infrastructure Library specialist. Have been assigned to 5 different projects where both offshore and onshore teams were present to gather requirements from clients and understand requests and concerns with ServiceNow’s capabilities. Liaised between teams by communicating progress reports, concerns and roadblocks that could be impeding ticket completion.Provided ServiceNow consultation and development services to clients in the Commercial, Energy, Insurance and Telecommunication industries by developing the ITSM portion of Servicenow involving Incident, Change, and Problem requests and management, the mobile capabilities and portal pages based on the collected requirements and user stories, ending with seminars to teach the client’s IT team to utilize the new system.Modified the ServiceNow Mobile app to fit the needs of the client’s IT Help Desk and Support team for ease of use and transitioning from old to new systems. Created applet launchers to display analytical data in both visually and numerically for better performance tracking. Customized the accessible information and actions that users are able to view and commit for Incidents, Changes, and Problems.Implemented business rules and client scripts to restrict access to information and automate mandatory field enforcement using Javascript. Created processes using Scheduled Events, Workflows, and Work Schedules that automated ticket creation and distribution of tasks. Notified requesters and affected users on the progress of tickets, completion of requested items, and rejection of requests, along with custom emails and daily notifications.Held seminars for the client’s Help Desk and Support team on utilizing the newly implemented ServiceNow to create and resolve tickets, explain the workflows and automated processes, and provide a walkthrough of both front and back end interfaces. Show less

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  EY

  May 2022 - Dec 2023

  Senior Consultant

  Providing ServiceNow consultation and development services to clients in the Energy, Insurance and Medical industries by developing the IT Service Management and Asset Management portions of ServiceNow involving Incident, Change, and Problem requests and management, Hardware and Software Management.Gathering requirements from client and service owners to understand the required credentials, accessible data, and workflow process to create stories and assign fulfillers.Testing completed stories for any missed requirements and cross referencing with the client before releasing to Production.Creating new or modifying existing business rules, client scripts, and workflows to restrict access to information and automate mandatory field enforcement using Javascript per the story requirements. Creating processes using Workflows that automated ticket creation and distribution of tasks. Workflows notify requesters and affected users on the progress of tickets, completion of requested items, and rejection of requests, along with custom emails and daily notifications.Documenting all client interactions, requirements, feedback, and comments, compiling them into a document that would be used for reporting for both internal review and story creation. Show less

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  Credence Management Solutions, LLC

  Dec 2023 - now

  ServiceNow Developer