Ricardo Velez

Lead Staff Technical Support Engineer @ServiceNow

Served as main support line for all front end and business logic technical troubleshooting and diagnostics following ITSM protocols and procedures. • Engage, and provide immediate resolution to high priority customer cases. • Tasked with training new employees in protocols and general knowledge. • Contributed continued support for internal team members of all ranks by providing assessment to complex technical challenges. • Improved process and troubleshooting techniques by identifying trends, and providing alternative routes to address issues. • SME Team Lead on Domain Support related issues. • KCS (Knowledge Centered Service) Coach as part of company wide initiative to share knowledge with internal and external audiences.