Debra Oette

Background

About Debra Oette

Help Desk Manager with 10+ years of experience delivering customer satisfaction through detailed technical support and team collaboration. Provide simple solutions to complex problems, optimizing operations through exemplary planning, and comprehensive administrative assistance. Help Desk Manager | Administrative Assistant | NY Real Estate Email: doette@gmail.com Motivated to utilize IT background within an administrative and technical support role, enhancing customer experiences and overall workflow. Develop reports used to measure team productivity and customer feedback, identifying areas for improvement. Investigate incident trends, addressing areas that result in business issues. Exceptional organizational and client interfacing skills, strengthening long-term partnerships. Expertise includes managing multiple high-priority projects simultaneously, as well as ServiceNow, knowledge management, and technical procedure writing. Certified Agile Scrum Master (CSM). CORE COMPETENCIES: • Administrative Support • Help Desk Management • Office Operations & Workflow Solutions • Technical Procedure Writing • Report Generation • Performance Management • Continuous Improvement • Incident Management • Project Management • Customer Service • Partner Engagement • Team Collaboration ACCOMPLISHMENTS:~Trained 10 technicians to maintain knowledge articles in ServiceNow.~Established, implemented, and enforced quality standards and best practices for knowledge creation and maintenance, reporting, and training new knowledge specialists.~Cultivated relationships with Release Management, Project Managers, Developers, and Product Owners to ensure the knowledge base remains accurate and relevant.~Recorded knowledge management processes and created training materials on the ServiceNow Knowledge module to enhance efficiency and response rate across all levels of IT support. Please contact me at (914) 263-2558 with Administrative Assistant and Real Estate opportunities.