Deborah Madtrwoth

A dedicated IT Support Specialist and ServiceNow System Administrator with three years of experience in technical troubleshooting and digital infrastructure management. Proven expertise in managing complex caseloads, technical documentation, and cross-functional collaboration. Skilled at leveraging digital tools to create efficient virtual environments and resolve end-user technical challenges through structured issue tracking and system management.

IT & Digital Learning Support Specialist - Digital Learning & Systems Support

(2025-01)

• Internal System Management: Direct the traction of issues through the Internal System, ensuring all technical queries are logged and monitored for efficient resolution.
• Technical Escalation: Manage the escalation of complex issues to the IT team to ensure timely solutions for critical technical blockers.
• Caseload & Case Tracking: Oversee the management of a high caseload, including the proactive traction of aging cases to prevent backlogs and ensure system reliability.
• Support & Troubleshooting: Provide high-level IT support and troubleshooting for teaching platforms, assisting students with technical onboarding and platform navigation
• Infrastructure Management: Facilitate the provision of documentation and IT assets management, while managing cloud storage and digital records efficiently
• Reporting: Compile and present daily and weekly reports to line managers detailing support trends and system status.
• Collaboration: Work closely with Business, Product, and Tech teams to identify and resolve technical issues from the end-user perspective.
• Virtual Environments: Set up and manage virtual classrooms and digital resources to enhance the user experience

English Tutor & Digital Facilitator - Freelance

(2023-01 - 2025-12)

• Utilized online communication tools (Zoom, Google Meet, Skype) to deliver interactive remote sessions.
• Managed digital learning materials and used internet research to optimize digital resources for international users

Certification - System Administrator Certification - ServiceNow University (2025-01 - 2025-12)

Certification - TESOL Certification - World TESOL Academy (2022-01 - 2024-12)

Ongoing Studies - Coding & Cybersecurity - Online Programmes (2025-01)