Open to opportunities

Maryam Shepherd

@maryamshepherd

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IT Support Operations Lead optimizing ITIL services with ServiceNow and enterprise systems.

United States

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What I'm looking for

I’m looking for a role where I can lead IT support operations, improve ITIL-aligned workflows, and use ServiceNow to reduce downtime. I want a team that values collaboration, continuous learning, strong documentation, and measurable SLA performance.

I’m an IT Support Operations Lead with 3+ years of progressive experience managing enterprise-level IT service desk operations for the U.S. FDA and supporting a global workforce. I lead Tier 1 helpdesk teams, deliver consistent technical support, and earn recognition multiple times as Agent of the Month for superior service.

I’m adept at streamlining ITIL-aligned processes and driving operational excellence through ServiceNow and endpoint and identity tools. I manage Incident, Problem, and Change Management workflows, partner with cybersecurity and infrastructure stakeholders to resolve major incidents, and keep service disruption to a minimum.

I also focus on measurable improvement—overhauling knowledge management and onboarding reduced new hire onboarding from 5 to 3 weeks and boosted agent efficiency by 30%. With weekly ServiceNow reporting and strong documentation standards, I strengthen SLA compliance, trend visibility, and proactive problem resolution while coaching teams toward continuous learning and accountability.

Experience

Work history, roles, and key accomplishments

Current

IT Support Operations Lead

Current

HumanTouch LLC

Aug 2023 - Present (2 years 10 months)

Led Tier 1 IT Helpdesk operations supporting a global FDA workforce of 22,000+ users across Windows, macOS, iOS, and Android. Streamlined new-hire onboarding by cutting training from 5 to 3 weeks and increasing agent efficiency by 30%, and implemented weekly ServiceNow reporting to improve incident visibility, SLA compliance, and resolution performance.

ServiceNow ITSM Microsoft 365 Intune Endpoint management Windows Server Administration SLA Operational Reporting

Advanced Tier 1 Help Desk Technician

HumanTouch LLC

Jan 2023 - Aug 2023 (7 months)

Provided Tier 1–Tier 2 end-user support for a global enterprise environment across Windows, macOS, iOS, and Android. Triaged escalations, managed service requests in ServiceNow, mentored Tier 1 agents, and authored SOPs and knowledge base articles; recognized multiple times as Agent of the Month.

ServiceNow ITSM Triage Knowledge Management

Tier 1 Help Desk Technician

HumanTouch LLC

Jun 2022 - Jan 2023 (7 months)

Delivered front-line IT support and resolved tickets for FDA users via phone, email, and chat. Managed incidents and service requests in ServiceNow and performed remote diagnostics and troubleshooting to maintain uptime and user productivity.

ServiceNow Ticket Resolution Incident Management Remote Diagnostic Troubleshooting Technical Troubleshooting

Service Desk Technician

Georgia State University

Dec 2019 - May 2021 (1 year 5 months)

Provided front-line IT support for Georgia State University faculty and staff via phone and in-person channels. Troubleshot systems to maintain uptime and supported Zoom and Webex for reliable platform functionality.

IT Support System Troubleshooting Service Desk Support Zoom Support Webex