Kimberly Wilson

I’m an IT support professional with over five years of experience supporting enterprise software. I troubleshoot application issues, manage high-volume ticket queues, document technical solutions, and collaborate across cross-functional teams to deliver reliable support—especially in remote environments.

In my current role as a Remote Technical Support Specialist, I investigate application issues across multiple enterprise systems to determine root cause and coordinate timely resolution for active cases. I maintain accurate records in CRM and enterprise applications, diagnose user problems, provide technical guidance, and escalate complex incidents to internal engineering or Tier 3 teams while keeping ownership through resolution.

Previously, as a Remote Enterprise Application Support Specialist, I supported enterprise users across ServiceNow, Salesforce, SAP, QNXT, and Facets. I used ServiceNow to document and track incident lifecycles, researched system discrepancies, verified information across databases, and contributed to consistent, accurate resolutions through internal knowledge resources and structured documentation. I’m also progressing through ServiceNow Administration labs and planning ServiceNow CSA and ITIL 4 to strengthen my capability in workflow and incident management.