M

Maxine Wilson

About

Detail

Georgia, United States

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • I
    IT Freelance / Consultant
    Sep 2024 - Current (1 year 8 months)
    • Deliver IT consulting and freelance support across ServiceNow, Microsoft 365 (Copilot, Outlook, SharePoint, Teams), and cloud-based environments. • Provide technical support and troubleshooting for enterprise clients, resolving escalated issues while minimizing downtime. • Develop and maintain documentation including knowledge base articles, escalation workflows, and training guides to improve adoption and knowledge transfer. • Implement workflow automation and ITSM process improvements in ServiceNow, increasing efficiency and streamlining cross-team collaboration. • Partner with businesses to assess IT needs, recommend tailored solutions, and drive digital transformation initiatives.
  • S
    Application Support Analyst
    Salesforce,
    Feb 2024 - May 2024 (4 months)
    • Monitored automated occupancy sensors and building systems, ensuring accurate data tracking and improved workspace experience. • Partnered with cross-functional teams to diagnose and resolve complex technical issues. • Supported system upgrades and enhancements, documenting procedures and ensuring seamless adoption.
  • W
    IT Asset Management Lead / Coordinator
    Warner Bros. Discovery,
    Feb 2023 - Dec 2023 (11 months)
    • Directed inventory and asset lifecycle management for enterprise hardware and software using ServiceNow and SharePoint. • Produced detailed reports on IT asset utilization, ensuring compliance with licensing, regulations, and organizational standards. • Developed documentation and processes to improve tracking accuracy, reconciliation, and audit readiness. • Uploaded and maintained scanned/tagged assets in ServiceNow, improving visibility and management of IT resources.
  • G
    Technical Support Consultant
    Google,
    Sep 2021 - Jan 2023 (1 year 5 months)
    • Delivered daily technical support via chat for 30+ users, troubleshooting system, network, and workspace issues. • Facilitated onboarding and training for new team members, combining documentation and live shadowing for effective knowledge transfer. • Managed 7+ internal tickets per hour, escalating as needed to ensure SLA compliance. • Created internal training guides and FAQs to reduce repeat issues and improve user satisfaction.
  • A
    SW/App/Cloud Tech Support Analyst
    Accenture,
    Dec 2020 - Jun 2021 (7 months)
    • Served as escalation lead, providing leadership in incident, problem, and change management through ServiceNow. • Delivered technical support for C-Suite executives and staff, ensuring seamless technology adoption. • Deployed and imaged laptops for internal/external associates, streamlining onboarding. • Authored documentation and troubleshooting guides based on recurring issue patterns, enabling faster resolutions and fewer repeat tickets. • Diagnosed and resolved critical technical issues, applying root cause analysis and reducing downtime. • Created process documentation and automation workflows, enhancing system reliability and efficiency. • Partnered with cross-functional teams to align IT solutions with business objectives.
  • E
    Senior Technical Analyst
    Emids Technologies,
    Sep 2020 - Jan 2021 (5 months)
  • J
    IT Support Administrator
    Jinny Corp
    Jun 2019 - Jan 2020 (8 months)
  • Northside Hospital
    Patient Care Technician (PCT)
    Northside Hospital
    Feb 2012 - Nov 2016 (4 years 10 months)
Education verified_user 0% verified
  • The Cloud Bootcamp
    Multicloud DevOps & AI Certificate
    The Cloud Bootcamp
    Mar 2025
  • H
    A.S. in Information Technology
    Herzing University
    Mar 2015 - Dec 2018 (3 years 10 months)