monday.com

Outbound Sales Development

Incredibuild

- Prospected R&D leaders and CTOs from EMEA companies
- Reached out to cold leads via LinkedIn, cold calling, and personalized emails
- Qualified leads based on Authority, Need, Timeline and Technical Fit
- Successfully set qualified meetings with multiple large Enterprise companies

Unfortunately was impacted by company-wide layoffs in Dec 2023.

Enterprise Business Development

DealHub.io

-Prospected cold oubound leads via email, LinkedIn and of course cold call 📞
-Led discovery meetings
-Achieved 110% quota 
-Developed a new social selling strategy and led a training session for my team
-Brought in multiple strategic Enterprise companies to qualified meetings (20k+ employees)

Sales Development Representative

Shalhevet Engelson Community Building

Building Facebook communities for various business clients, writing content, reaching out to community members for market research purposes as well as sales and business development initiatives, setting sales calls

Business Development Community Manager

LASOVA association

Receiving incoming volunteers and directing them to the correct part of the organization, managing 50+ volunteers, developing and maintaining relationships with partner companies

Project Manager

Revenue Operations @ DealHub.io | CPQ, CLM & Digital DealRooms

Shalhevet Engelson

Private Sector

● Administered and Configured Modules: Managed ServiceNow Talent Development and Employee Center Pro,
including creating surveys, proactive prompts, and custom stories to enhance user engagement and improve HR workflows.
● Custom Scripting and Automation: Designed and implemented client scripts, UI policies, business rules, and custom
buttons to streamline workflows, automate processes, and enhance user experience.
● System Change Management: Developed and maintained update sets to deploy system changes across environments,
ensuring consistency and thorough tracking of all configuration updates.
● Incident Management: Updated and resolved incident requests, ensuring timely and efficient issue resolution while
maintaining high service quality standards.
● Agile Collaboration: Actively participated in daily scrums, providing progress updates, reviewing tasks, and collaborating
with cross-functional teams and the development team to align with sprint objectives.
● Documentation and Communication: Created comprehensive work notes for ServiceNow stories, detailing system changes,
customizations, and troubleshooting steps to ensure clear communication and efficient resolution of issues.
● JavaScript Customizations: Partnered with developers to implement JavaScript-based customizations, enhancing
functionality and user experience within the Talent Development and Employee Center Pro modules.
● System Optimization and Troubleshooting: Conducted in-depth reviews of system configurations, optimized ServiceNow
performance, and ensured seamless integration with HR workflows and business requirements.

Servicenow Administrator

● Ticket and Issue Management: Monitored and resolved 50+ tickets weekly, tracking defects and addressing IT support
issues reported by teachers, parents, and faculty members through Zendesk, email, and other communication channels.
● Technical Support: Provided troubleshooting for printer configurations, Microsoft Windows, Linux/Unix, and other
systems via Microsoft Teams and remote communication tools, ensuring timely and effective resolutions.
● System Maintenance and Administration: Delivered ongoing support and maintenance for existing systems, utilizing
Active Directory, SAP, Footprints, and Cisco Finesse to troubleshoot issues and implement system enhancements.
● Call and Ticket Routing: Routed 100+ calls and tickets monthly to specialized teams, including Application Support,
Student Information Support, Academic Digital Integrations, DOML, and System Operations, ensuring swift issue
escalation and resolution.
● SharePoint and Application Support: Responded to technical support requests, diagnosing and resolving 30+ SharePoint
and other application issues per week to enhance user productivity.
● Stakeholder Collaboration: Worked with stakeholders to define requirements and document processes for network
troubleshooting and Point of Sale (POS) system setup, driving improvements in system usability.
● Classroom Technology Support: Managed and maintained 100+ classroom devices, including projectors, smart boards, and
audio-visual equipment, ensuring seamless teaching and learning experiences.
● Educational Device Management: Supported and maintained 200+ educational devices (e.g., laptops, tablets, and
interactive whiteboards), ensuring they were updated, configured, and operational.
● User Support and Troubleshooting: Interfaced with system users to resolve 50+ reported issues weekly, including user access problems, application guidance, and error troubleshooting, providing informed recommendations to improve system performance.

Information Technology Support Analyst

ServiceNow

● ServiceNow Platform Expertise: Demonstrated proficiency in ServiceNow platform and products through 10 weeks of
intensive instructor-led and on-demand coursework, completing case studies and real-world projects to strengthen
technical and functional knowledge.
● Custom Application Development: Conceptualized and configured 5+ custom applications across multiple ServiceNow
instances, utilizing form configuration, scripting, Service Catalog configuration, Web Services, Homepage, Dashboard,
and Service Portal to address diverse business needs.
● Feature Testing and Optimization: Participated in testing 10+ new features and configurations within the ServiceNow
NextGen platform, meticulously documenting test results and providing actionable feedback to improve functionality and
user experience.
● Agile Project Management: Managed a cross-functional team project using the Agile framework, creating a detailed
project plan, defining team roles, and establishing 5+ tracking metrics to ensure clear communication and alignment across
all stakeholders.
● Collaboration and Problem Solving: Worked collaboratively with team members to troubleshoot challenges and deliver a
fully functional ServiceNow solution aligned with program goals, contributing to a 100% project completion rate.

ServiceNow NextGen Skillbridge Intern

HungerRush

Comprehensive Ticket Management: Monitored and resolved 100+ weekly tickets, defects, and inquiries reported byDevOps, E-commerce, Integration, POS, RM, Salesforce, and internal/external users through Zendesk and emailcorrespondence.
● Software Testing and Debugging: Conducted software tests and debugging using SQL, LeGauntlet, and CMD, ensuringsystem reliability and performance.
● Technical Support and Configuration: Assisted users with printer setup, Microsoft Windows troubleshooting, and POS
system configurations, achieving a 95% first-call resolution rate for technical issues.
● System Maintenance and Administration: Provided ongoing system support and maintenance using tools like Splashtop,
Zendesk, Confluence, and Active Directory, ensuring smooth operations and minimal downtime.
● Smartsheet and SharePoint Support: Delivered first-level technical support for Smartsheet and SharePoint, escalating
complex issues to higher-level teams and maintaining user satisfaction.
ensuring timely resolution of escalated issues.
● User Training and Adoption: Developed and distributed user-friendly training materials, resulting in improved adoptionrates and increased efficiency for new tools and processes.
● Customer and Restaurant Correspondence: Facilitated and documented accurate communication between restaurants andcustomers, ensuring issue resolution and maintaining strong client relationships.
● User Interface and Troubleshooting: Worked with system users to resolve issues, including user access, application guidance, and error troubleshooting, providing actionable recommendations to enhance usability.
● Network Support: Assisted in configuring ports, switchers, and routers, guiding users to resolve network issues, and maintaining connectivity.
● Server and Workstation Maintenance: Performed routine maintenance and updates on 50+ servers

IT Support Specialist

Motiva Enterprises LLC

IT Support and Troubleshooting: Monitored and resolved 100+ tickets weekly from Marketing and Sales stakeholdersnand Salesforce internal/external users, troubleshooting issues such as user access, application errors, and systemfunctionality.
● Financial Modeling and Forecasting: Built and maintained complex financial models to project future trends in revenue,
costs, and bad debt, empowering proactive decision-making through predictive insights.
● Documentation and Reporting: Documented meeting outcomes and action items, creating Excel and Power BI reports
that ensured accountability and streamlined follow-ups on project deliverables.
● Stakeholder Collaboration: Facilitated stakeholder meetings to gather and analyze functional requirements for Salesforce
and ServiceNow systems, delivering actionable insights for system enhancements.
● PeopleSoft Customization: Configured and customized PeopleSoft applications to meet business needs, including modules
for HR, Finance, and Supply Chain, ensuring alignment with organizational goals.
● Billing and ERP Support: Documented and reviewed billing solutions within the Finance team using Oracle Revenue
Management and other ERP tools, streamlining financial operations.
● Technical Analysis and Process Design: Produced and analyzed complex technical use cases, user stories, process flows,data mapping, and reporting activities, enabling efficient system implementations for web and hosted technologies.
● Data Reconciliation: Conducted monthly reconciliations in Excel using pivot tables and power queries, identifying
discrepancies and implementing corrective actions promptly to maintain data accuracy.
● Technical Writing and Product Documentation: Brought extensive experience in technical writing, product
documentation, and customer support, including expertise with Active Directory for access management and
troubleshooting.

Application Support Analyst

University of South Florida

Designed and implemented a groundbreaking online employee timekeeping program, improving overtime and work hour
tracking by 120%, aligning with service management best practices.
● Collaborated with cross-functional teams (including IT and business stakeholders) to gather and analyze business
requirements for PeopleSoft and ServiceNow modules, ensuring solution alignment.
● Utilized ServiceNow, Excel, Salesforce, SQL, and Cherwell ITSM to compile and analyze business data, providing
actionable insights and enhancing system performance.
● Developed technical documentation such as runbooks, architecture diagrams, and user manuals, supporting team adoption
of new systems and processes.
● Translated business requirements into technical specifications in Azure DevOps, ensuring smooth integration with
ServiceNow and reducing requirement gaps by 15%.
● Optimized Power BI data by 70% to create polished, data-driven reports and presentations, presenting findings with
suggested improvements under strict deadlines (14 days).
● Performed advanced Excel functions like VLOOKUP and HLOOKUP to establish relationships between datasets and
streamline data retrieval for business analysis.
● Collaborated with a cross-functional team of business analysts, developers, and technical professionals to compile and
refine a comprehensive list of application requirements, focusing on seamless integration with ITSM workflows.
● Led documentation efforts for ITSM workflows, creating templates and maintaining a Process Asset Library that
supported system implementation and future upgrades.
● Gathered critical business data from files, records, and other sources to support development requests, improving
responsiveness and system customization.

Business Analyst

PepUp Tech

PepUpTech is a 10-Week Salesforce Administrator Training Course for participants who are in pursuit of becoming a Salesforce Certified System Administrator Certification 

Areas of Study:
Salesforce Platform and App Building
Mobile App Development 
Data Security and Management 
Lightning Experience Customization
Reports and Dashboards
Formulas and Validations 
Process Automation

 Salesforce Administrator

🚀 Innovative ServiceNow Business Analyst | Expert Technical Writer
Hello! I’m Ashley Brianna Smith, a dedicated ServiceNow Business Analyst and accomplished Technical Writer with 7 years of hands-on experience driving impactful solutions. I excel in combining analytical expertise with top-notch communication skills to deliver exceptional results.

🌐 ServiceNow Specialist:

Platform Expertise: Master in configuring and customizing ServiceNow to meet complex business needs and drive operational efficiency.
Solution Delivery: Proven ability to translate intricate business requirements into effective ServiceNow solutions, enhancing ITSM processes and workflows.
✍️ Technical Writing Pro:

Documentation Excellence: Adept at producing clear, concise, and accurate technical documentation, including system overviews, process workflows, and user guides.
Attention to Detail: Meticulous in ensuring all documentation is consistent, comprehensive, and aligned with industry standards.
🤝 Collaborative Team Player:

Cross-Functional Success: Demonstrated success in working with diverse teams and stakeholders to achieve project goals and foster a positive work environment.
Effective Communication: Exceptional verbal and written communication skills, crucial for driving collaboration and project alignment.
🔍 Analytical Problem Solver:

Insightful Analysis: Strong analytical capabilities to dissect complex issues, optimize business processes, and recommend strategic improvements.
📈 Project Management Acumen:

Timely Execution: Proficient in planning, executing, and delivering projects on time, while managing multiple priorities and maintaining high-quality standards.
Deadline-Driven: Ability to meet tight deadlines and exceed expectations with a keen eye for detail.
🛠️ Technical Proficiency:
Tool Mastery: Experienced with a variety of documentation and project management tools, including Microsoft Office, Google Docs, Confluence, Jira, PowerBI, AzureDevOps,Visio 
Version Control: Knowledgeable in using version control systems to manage and track documentation changes effectively.
🌱 Continuous Improvement Advocate:
Industry Savvy: Committed to staying ahead of industry trends and adopting new technologies to enhance skills and deliver cutting-edge solutions.

If you’re looking for a dynamic analyst and writer who bridges technology with effective communication, let’s connect!

📧 : ashleybrianna.smith@outlook.com

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