Ashley Small
Accokeek
Summary
A self-motivated HR Systems Intern with experience in providing support for and implementation of information systems. Exceptional reputation for resolving client issues, enhancing customer satisfaction, and proficiency in system administration.
Overview
2
2
years of professional experience
Work History
HR Systems Intern – People, Strategy, Operations (PSO)
Federal Reserve Board
06.2022 - Current
- Responsible for triaging and managing day-to-day Employee Service Center (ESC) support requests for the PSO Systems team in ServiceNow
- Responsible for monitoring Service Level Agreements (SLAs) on ESC requests and communicating with team members with assigned cases before breach
- Collaborate with various HR functions, such as Benefits, Payroll, Systems, and Administrative Operations, in the day-to-day support of ESC requests
- Serve as backup Knowledge Manager with responsibility for reviewing and updating articles within ServiceNow knowledge bases
- Support ServiceNow Human Resources Service Delivery (HRSD) Agile team by leading, coordinating meetings, documenting decisions, and action items
- Function as Scrum Master for the PSO Systems team by managing the Kan-Ban board that tracks team responsibilities and project work
- A key player in the administration of Oracle Fusion 3C’s system, technical troubleshooting, and providing exceptional customer support
- Perform testing for new or enhanced functionality within ServiceNow and Oracle Taleo systems
- Train team members on managing SLAs in the ServiceNow environment
- Collaborated with fellow interns to develop a presentation that was presented to Board senior leadership at the end of summer 2022.
Education
Master of Business Administration (M.B.A.), Business Administration -
University of Maryland Global Campus
Adelphi, MD12.2025
Bachelor of Science (B.S.), Computer Technology -
Bowie State University
Bowie, MD05.2023
Skills
- Excellent written, oral & communication skills
- Exceptional collaboration skills with team members
- Advanced skills with Microsoft Office Suite & Windows
- Familiar with ServiceNow, Workday, Oracle Fusion (3C’s system)
- Analytical skills
- Technical Knowledge
Accomplishments
- Center of Academic Excellence in Cyber Defense Certificate (CAE-CD) 2023, Awarded by Department of Homeland Security and the National Security Agency for display of hard work and diligence in becoming a Cybersecurity Professional.
- MacKenzie-Scott Student Success Scholarship 2022-2023, Superior academic success and service to peer students.
- Grace Hopper Celebration Academic Scholarship 2022, The Grace Hopper Celebration of Women in Computing is a series of conferences designed to bring the research and career interests of women in computing to the forefront.
- BSU Merit-High Ability Scholarship 2021-2022, Empower a diverse population of students to reach their greatest potential.
Timeline
HR Systems Intern – People, Strategy, Operations (PSO)
Federal Reserve Board
06.2022 - Current
Master of Business Administration (M.B.A.), Business Administration -
University of Maryland Global Campus
Bachelor of Science (B.S.), Computer Technology -
Bowie State University
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