Calvin Clayburn

Driven by detail and solutions Senior Service Desk Analyst with hands-on experience in ServiceNow Incident Management, enterprise device support, and retail IT operations. Proven ability to troubleshoot complex technical issues across registers, printers, applications, and network environments while maintaining high service quality and SLA adherence. Known for calm problem-solving, precise ticket handling, and seamless coordination with cross-functional teams.

Senior Service Desk Analyst / Senior Technical Support Associate - Tech Mahindra

(2025-08)

Process: Target

• Managed ServiceNow incidents and service requests, ensuring accurate ticket categorization, prioritization, assignment, and timely resolution in compliance with SLAs.
• Performed password resets and account unlocks for employees while adhering to security and access control protocols.
• Enrolled store and corporate devices into the Target network domain using Intelligent Hub, ensuring successful device provisioning and policy enforcement.
• Troubleshooting Zebra printers and SFS printers, analyzing network connectivity issues and validating logs using internal Target diagnostic tools.
• Provided comprehensive support for POS environments, including: Legacy registers, Self-checkout registers, Next-generation registers
• Diagnosed network-related register issues, scheduled system builds, and coordinated with technical teams to restore store operations efficiently.
• Took manual access of registers for advanced troubleshooting to minimize downtime and ensure business continuity.
• Reprocessed applications manually at the backend to resolve errors across store devices and personal work devices.
• Resolved a high volume of Microsoft Outlook issues, including login failures, synchronization errors, and configuration-related problems.
• Maintained detailed ticket documentation, resolution notes, and status updates for audit readiness and operational transparency.

Content Data Analyst - ServiceNow

(2023-01 - 2024-06)

• Worked extensively on Software Normalization content, covering major licensing publishers such as Microsoft and Adobe, aligning discoveries to respective SAM modules.
• Conducted research and creation of software products and lifecycle data from multiple vendors to enhance the ServiceNow Content Library.
• Provided solutions for customer tickets and internal requests, ensuring accuracy and compliance with ServiceNow standards.
• Actively involved in Quality Assurance (QA) processes to validate normalized discovery models.
• Gained hands-on experience with ServiceNow SAM Pro, contributing to reliable asset intelligence.
• Trained and mentored new team members, supporting onboarding and process understanding.

Technical Support Associate – Google Business Profile SEO - Tech Mahindra

(2021-09 - 2022-10)

• Managed and validated Google Business Profile locale data, ensuring accuracy and compliance.
• Collected and verified confidential client data using public and internal tools while maintaining strict confidentiality standards.
• Troubleshooting and escalating backend errors, contributing to faster resolution and improved profile reliability.
• Delivered high-quality customer service across live support channels, closing cases efficiently to enhance customer satisfaction.
• Demonstrated strong research, analytical, and comprehension skills to analyze large datasets and maintain firm-wide quality benchmarks.
• Collaborated with middle-office teams on KYC/AML-related interactions to complete cases within defined timelines.
• Assisted customers with login and access issues, ensuring smooth onboarding and continued platform usage.
• Communicated and escalated issues to management when required, following defined escalation pathways.

Bachelor of Computers - Computers - Loyola Academy Degree & PG College (2019 - 2021)