Stephanie Mungaray
Technology Lead - Tier II Support & ServiceNow Knowledge
- Role
- Technology Lead - Tier Ii Support & Servicenow Knowledge at Cooley LLP
- Location
- Palo Alto, CA, US
- LinkedIn followers
- 500 followers
About Stephanie Mungaray
Committed to the highest levels of professional and personal excellence. A talent foranalyzing problems, developing and simplifying procedures, and finding innovativesolutions. Proven ability to motivate and work effectively with persons from other culturesand all walks of life.
Experience
Technology Lead - Tier Ii Support & Servicenow Knowledge
Jan 2025 — Present · Palo Alto, CA, US
Taken a leadership-supportive role in ensuring the efficiency, scalability, and knowledge strength of the client services support teams. Manage day-to-day workflow and guidance for ServiceDesk Tier II team. Created process of knowledge recertification project, evaluating current articles while contributing to process improvements within the Knowledge Review.Collaboration with the ServiceNow team included assisting in troubleshooting, validating updates, and ensuring knowledge accuracy. Proactively identified and addressed ongoing issues reported by the ServiceDesk teams, working closely with Tier to escalate and resolve them effectively. Maintained strong relationships with the Tier teams as well as the local OTM/OTSs and ensured the ServiceDesk and ServiceDesk Tier II team had the training, tools, and knowledge they needed to succeed. Team development was a key focus. Assisted with the expansion the SD Tier II team by three members and backfilled two roles. Supported the ServiceDesk team during outages and helped with testing across various systems. Empowering the SD teams with knowledge and support, ensuring high-quality service delivery.
Skills
- Android
- Document Management
- Vpn
- Mos
- Help Desk Support
- Blackberry Enterprise Server
- Carpe Diem
- Live Meeting
- Litigation Support
- Legal Solutions Plus
- Assetcenter
- Sharepoint
- Training
- Windows Xp
- IT Service Management
- Office 2010
- Adobe Acrobat
- Cisco Call Manager
- Lotus Notes
- Sccm
- Imanage
- Lync
- Blackberry
- Avaya Ip Telephony
- Workshare
- Peoplesoft
- Mobileiron
- Laptops
- Altiris Deployment Console
- Citrix
- Livenote
- Macpac
- Edocs
- Concordance
- Snagit
- Relativity
- Technical Support
- Filesite
- Famatech Radmin
- Microsoft Office
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