Angela Wilson

Multi-certified (ITIL 4 Foundation, CITAM – Certified IT Asset Management, Certified Cellular Master Technician, CompTIA Network+ and CompTIA A+), seasoned and versatile IT professional with more than 18 years in IT Support Services, IT Service Management, IT Asset Management, Vendor Management, Procurement, Accounting, within Retail, Telecom, Government and Finance enterprise environments. Experience improving quality controls, enabling cost reduction, and leading IT enterprise optimization. Known for strategic and focused approach, with extensive accolades for limiting risk and enabling efficiencies within organizations through business process transformation. 

Strong information technology professional skilled in Asset Management, Continuous Improvement, Software Documentation, Contract Management, and Software audits.

Highly motivated and intellectually aggressive IT Analyst with diverse experience in program designing, project development, and database management. Detail-oriented individual, competent in data modelling, archival backup, and virtualization technology. Outgoing personality with a helpful attitude, expert in troubleshooting networking issues and debugging systems while ensuring data integrity.

IT Executive who offers a proven track record in setting up and maintaining networks/systems as well as diagnosing and troubleshooting technical issues for internal/external clients. Provides high level technical support for end-users, ensuring problems are thoroughly examined and solutions are well tested prior to implementation. Expert at conceptualizing and creating technological strategy with a strong ability to prove out new technology, deliver enterprise-class deployments, and effectively communicate the architectural vision for successful implementation.

• Design of ITSM processes based on ITIL 4 and Agile framework for organizational implementation for Incident Management, Problem Management, Change Management, Asset Management, Release & Deployment Management and CMDB Configuration Management
• Actioned IT Asset Management activities within ServiceNow: hardware and software procurement, deployment, sustainment, operations and disposal, asset reconciliation, asset record keeping, hardware license compliance. 
• Document creation of guides, processes, Business Document Requirement (BDR), Gap Analysis, ITSM Tool Option Analysis for Change Advisory Board approval and implementation (Approved).

Certification: CITAM - Certified IT Asset Management 

Certification: ITIL 4 Foundations

ServiceNow Certified System Administrator