Julijs A.

Experience

• 

  Swedbank Latvija

  Feb 2018 - Sept 2018

  Onsite Support

  1) Install, configure, and deploy hardware components, including desktops, laptops, printers.2) Conduct hardware upgrades, repairs, and replacements as needed to minimize downtime and maintain system reliability.3) Perform routine maintenance tasks, such as cleaning and dusting hardware components, and ensuring proper ventilation and cooling.4) Troubleshoot hardware issues and diagnose problems to determine root causes and implement effective solutions.5) Maintain accurate inventory records of hardware assets, including serial numbers, specifications.6) Provide technical assistance and guidance to end-users on hardware-related issues, including setup, configuration, and troubleshooting.7) Collaborate with IT teams to implement hardware-related projects and initiatives, such as hardware refresh cycles and technology upgrades. Show less

• 

  Swedbank

  Feb 2019 - now

  1) Creating efficient workflows using Flow Designer.2) Customizing catalog items to fit specific requirements.3) Updating various app scopes.4) Maintaining and improving the Employee Center.5) Automating catalog item processes with Jira, SailPoint, and Exchange.6) Collaborating with cross-functional teams to gather requirements and implement solutions.7) Troubleshooting and resolving technical issues related to ServiceNow.8) Participating in sprint planning, daily stand-ups, and retrospective meetings as part of an Agile development team.9) Keeping abreast of ServiceNow platform updates and new features to leverage them effectively in projects.10) Documenting, configurations, and processes for knowledge sharing and future reference.11) Gaining knowledge in ServiceNow Virtual Agent and Open AI, deploying minor configuration changes.12) Perform new release testing(regression testing). Past Projects: Employee Center RevampIn 2022, I was part of a four-developer team tasked with revamping our internal ordering portal, we replaced old Service catalog with brand new Employee center. The new portal made a significant impact, reducing IT support calls by around 30,000 each year(and the calls are still decreasing) With improved features and a user-friendly design, it encouraged more employees to use online resources by submitting tickets and chat instead of contacting IT.Additionally, there was a remarkable increase in knowledge base article views—from 147,000 to over 600,000 in two years—highlighting how these changes enhanced accessibility and user experience. Show less 1) Provide first-line and second-line technical support and troubleshooting assistance to end-users via phone, email, or in-person.2) Provide technical support to Swedbank vendors in Sweden.3) Resolve hardware and software issues related to Microsoft Windows operating systems, Office 365 applications, and other Microsoft products.4) Assist users with account management tasks, including password resets, account provisioning, and access permissions.5) Log and track support tickets using our helpdesk ticketing system, ensuring timely resolution and follow-up.6) Collaborate with other IT teams to escalate complex issues and coordinate resolution efforts.7) Document support processes, troubleshooting steps, and solutions for knowledge sharing and future reference. Show less

  • ServiceNow Software Engineer

    Jun 2022 - now

  • Infrastructure and Systems Administration

    Feb 2019 - Jun 2022