Experience as a Support Center Analyst identifying, researching, and providing remote technical support over the phone for employees and agents.

Analyst @ ServiceNow System Administrator • Create, design and implement modules and tables • Create, publish, monitor and update service catalog workflows with approvals • Create unique forms and fields • Build reports, gauges and homepages Technical writing of policies and procedures for Change Management implementation. From February 2014 to Present (1 year 11 months) Support Center Analyst @ • Handle ten percent of support calls carried throughout the team of 16 • Analyze two calls per week and identify areas to improve call and support quality • Check call accuracy for quality assurance purposes. • Compiled a call monitoring procedure and form to improve call documentation and call support quality • Train new employees From August 2011 to February 2014 (2 years 7 months) Columbia, Missouri AreaManaging Editor @ • Compiled all 5 sections of the newspaper, proofread, and formatted to send off for printing weekly. • Maintained current staff and handled hiring. • Conducted weekly meetings with staff and board members. From August 2010 to May 2011 (10 months)

Bachelor of Science (BS), Information Technology & Business Management Systems @ University of Missouri-Rolla From 2007 to 2011 Troy Buchanan High School From 2003 to 2007 Allison Miller is skilled in: Windows 7, Operating Systems, Databases, Technical Support, Customer Satisfaction, Microsoft Word, Hardware Support, Customer Service, ServiceNow, Help Desk Support, Hardware, Training, Active Directory, Process Improvement, Visio