Open to opportunities

Millie Vaughn

@millievaughn

IT Support Specialist with 6+ years delivering fast troubleshooting, strong uptime, and ServiceNow-driven service excellence.

Zimbabwe

Message

What I'm looking for

I’m looking for an IT Support role where I can own ServiceNow/ITSM tickets, deliver fast troubleshooting, and improve system uptime. I want a team that values documentation, performance metrics, and enterprise-level reliability.

I’m a proactive IT Support Specialist with over 6 years of IT experience supporting users and maintaining reliable infrastructure. I focus on efficient troubleshooting, network management, and user training, while staying customer-first through clear communication.

At the NC Department of Revenue, I manage high-volume ServiceNow service desk operations—resolving 40+ tickets daily with a 95% first-call resolution rate. I’ve led deployments of 2,500+ PCs and laptops, including re-imaging, data backup, and configuring Windows 365 applications to keep teams productive.

I also bring a strong foundation in systems administration and security, with a Google IT Support Professional Certificate. I enjoy documenting knowledge in ServiceNow, coordinating vendor support for endpoint issues, and consistently improving performance metrics and system uptime.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

NC Department of Revenue

Mar 2018 - Present (8 years 1 month)

Managed high-volume ServiceNow service desk operations, resolving 40+ tickets daily with a 95% first-call resolution rate. Deployed 2,500+ PCs and laptops, coordinated vendor support for office equipment issues, and provided advanced troubleshooting and user support.

ServiceNow Windows 10 Microsoft 365 Administration Network Troubleshooting Hardware installation Customer Support

Loss Mitigation Processor

IBM (Seterus, Inc)

Mar 2016 - Mar 2018 (2 years)

Reviewed 3,500+ mortgage borrower files to comply with state laws and company practices. Managed hardship letter and offer deal reviews and prepared payout letters to meet monthly deadlines during foreclosure and loss mitigation.

Compliance Auditing Hardship Letter Review Document Review

Lien Risk Management Analyst

IBM (Seterus, Inc)

Jan 2014 - Mar 2016 (2 years 2 months)

Negotiated with HOAs/COAs to resolve lien disputes and reimbursement issues in accordance with state regulations. Improved data integrity by updating and auditing internal database records daily and audited returned inventory to determine surplus needs.

HOA COA Negotiation Data Auditing And Internal Databases Reimbursement Resolution Risk Management Documentation Review

Web Coordinator

Peter Millar Clothing

Jul 2012 - Jan 2014 (1 year 6 months)

Managed online order processing and inventory updates across digital platforms while maintaining high accuracy for fulfillment. Coordinated shipping logistics with UPS and FedEx and provided customer support via company email or phone.

Order Processing Inventory Management UPS Logistics Coordination Customer Support Customer Communications

Loan Servicing Specialist

Wells Fargo Mortgage Center

Jan 2012 - Jul 2012 (6 months)

Resolved complex foreclosure issues in collaboration with legal counsel and clients, and performed compliance audits against legal and procedural standards. Reviewed LMO information for compliance and updated the loan servicing website with daily numbers and reports for the team.

Compliance Auditing LMO Review Case Management Document Review

Loan Mortgage Clerk

Wells Fargo Mortgage Center

Mar 2010 - Jan 2012 (1 year 10 months)

Scanned mortgage documents received by customers and lenders and performed compliance audits to ensure documentation was legible. Safeguarded confidential information, prioritized document-linking queues, and identified backlog issues that could delay the mortgage process.

Compliance Auditing Data Integrity