Eklas M.

About Eklas M.

I am a dedicated and results-driven Information Technology Operations Analyst with over two decades of experience at TD Bank, NA, specializing in Knowledge Management, ServiceNow, and Virtual Agent solutions. I have a proven track record in creating knowledge articles, designing, building, and deploying Virtual Agent chatbots, and facilitating training transitions for multiple departments. I am adept at managing information technology operations with a strong analytical mindset, effective teamwork, and leadership skills. CAREER TRACK AT TD BANK• IT OPERATIONS ANALYST 2018 - Present• IT OPERATIONS ANALYST – QUALITY ASSURANCE, 20••••18• IT Operations Analyst II, 2001 – 2017 • CSR/HEAD TELLER, 19••••01AREAS OF EXPERTISE• KCS V6.0 Certified • Knowledge Management Systems • ServiceNow • Virtual Agent • Change Processes and Management • Verbal and Written Communication • Strategic Decision Making • Analytical Thinking • Technology-Based Customer Service Support and Third Level Analysis for Problem Resolution • Training and Performance Management of New Employees • End User Training • Team Leadership • Windows • Microsoft 365 Office • Microsoft Teams • Data Analysis • Project Management • Collaboration and Team Building •EDUCATION• MBA in Management Information Systems• Bachelor of Science (B.S.) in Business Administration/MarketingCERTIFICATIONS and Professional Development• KCS V6.0 Principles• Natural Language Understanding• Virtual

Experience

1. IT Operations Analyst Iii Knowledge Mananagement

   TD

   Jan 2018 — Present · US

   Maintenance of the IT knowledgebase and self-service portal, including article creation, updates, retirement, and user feedback.• Designed, built, and deployed workflows for a Virtual Agent chatbot, enhancing self-service capabilities.• Played a pivotal role in a major knowledge migration project, reviewing, refreshing, consolidating, and migrating thousands of pages of content to ServiceNow knowledgebase, receiving recognition for contributions.• Created content for the ServiceNow Self-Service portal and expanded Virtual Agent chatbot\'s capabilities, resulting in over 16 million views in just three years.• Contributed to a significant project that automated request systems, reducing wait times and completing thousands of requests efficiently.• Conducted comprehensive training sessions on new Service Catalog for users across the US and Canada, earning recognition.• Performed rigorous testing of all Knowledge and Service Catalog functions and workflows for ServiceNow releases.• Supported the Asset Management team in updating asset inventory and assisted the hardware team in managing their backlog, including training newly hired contractors.

Education

• American International College

  Bachelor of Science (B.S.), Marketing

  1994

• Western New England University

  Master of Business Administration (M.B.A.), Concentration: Management Information Systems, General

  2000 — 2003