It Support Tier 1

Melissa Kaye Smith

**** ********** *****, *******, ******* 30040

470-***-**** (cell)

ad8avo@r.postjobfree.com

Carestream Dental, Atlanta Ga May 2023-Present

Full time, tier two employee supporting CareStream’s PracticeWorks applications for end users across the US. Provide customer centric support for dental offices utilizing Zoho, Bomgar sessions to connect to servers and workstations for troubleshooting issues. Team player working well with others to resolve situations in a timely manner. Using Sensei Cloud Sales Force for ticketing system with phone connections linked to PureCloud for chats-email integrations. Action Staffing, Roswell Ga January 2023-April 2023 Contractor providing Active Directory, SCCM, Admin Exchange and hardware support. Tier 1 helpdesk support for end users across the US. Work with other internal teams to meet the needs of the employees. Installing bios, updates for drivers, supporting peripherals. Northwest Partners, Miami, Fl November 2021-January 2023 Contractor supporting Sterling File Gateway file transfers. Setting up new clients and their file transfer needs.

Ocado, Forest Park, GA April 2021-November 2021

Robotics Support - Technical team player provides robot/grid/peripherals support using SCADA and CCTV in a manufacturing work environment. Uses ServiceNow/Jira/FIIX incident/change tickets to maintain PCL/LIFI/hardware/software issues. Member of commissioning team working/communicating with other teams and customers to productionalize the site. Participate in meetings for higher priority escalations to resolution, using SLACK, GSuite-drives, documents, spreadsheets with the day-to-day duties. Performing robotic operations and communicating with other teams to resolution working with internal teams and customers.

Equifax, Alpharetta, GA January 2005-March 2021

IT Operations Analyst - IT Professional with demonstrated successes in operations, QA, data analysis/mining, management, solutions, development, and support. Team lead, daily meetings resolving issues, working with sys admins and other teams to implement management and customer requirements. Change/incident tickets, upgrades to Centos 7, vulnerabilities, pgp encryption and file transfers via Sterling File Gateway, Unix, Jira, ServiceNow (SNOW). Improve performance for application environments, Data Dog monitoring, Dirmon internal scheduling tool. Onboard new customers configurations, implementation plans,

‘putting out fires’, friendly team member and customer focused.

● Quality assurance, analyze data, conversions for any file to different layout/format via ETL tool (DataStage)/Unix commands and search/match logic to key external/internal data and support the Proof of Concept/Production Unix supercomputer environments. Used DIMonitoring/EDN to support and UAT test Connexus batch/BTO and some online (OLK).

● Corrected data/data cleansing to assist with better keying results from Connexus.

● Customer focused and liaison for IT Teams and customers to meet needs, providing written and oral communication whenever needed.

● Proven track record of successful technical problem solving, new product introduction, project management, training.

● Leadership and planning focus for customer needs assessment and customer relationship management and translating into IT processes/terms to streamline quicker results.

● Provided 24X7 support coverage for the past 10 years. And on rotation for 2 years prior in Accel environment. COMSQUARED SYSTEMS, Norcross, GA 2004-2005

IT Consultant

● Install Sun Operating Systems and third-party software, performing system administrative tasks to provide customer support and training to several hundred customers.

• Setup entire Sun server environments to utilize OS, 3rd party SW and VPN, jukeboxes, bar-code printers, scanners and tape drives to meet data archival/imaging requirements. Unix utilized heavily.

• Travel on-site across the US to install new HW and SW or upgrade to new releases/versions.

• Train users on how to use the imaging software for Sun servers, PC’s, scanners, jukeboxes, bar-code printers, network printers and modems.

• Provide customer support for HW and SW sold to customers to meet archive imaging needs.

Hewlett Packard/Agilent Technologies, Atlanta, GA 2002-2004 IT Solutions Manager

● Work within the HP services global organization providing support for applications with many interfaces, on multiple platforms i.e., HP9000/HP3000 mainframes and NT/Client severs. Application troubleshooting and end user support, maintaining many production environments at one time, performing NT administration tasks as necessary. Using Unix, JCL, Oracle 8i, and SQL Server 7.

implemented and tested new releases for the Information Management data marts used by HP Services Workflow Management application that holds call information for global customers internal and IT Operations Manager 1999-2002

● Managed a CRM Technical Solution Support team (47 employees remote and local in the US) making the company’s major initiatives a priority. Received additional compensation and recognition for contributions as acting manager.

● Significantly increased the efficiency of Global IT development/support (400 employees) by consolidating 20 IT organizations into 7 departments and reducing the number of applications from 1000 to less than 300. •Maintained a high quality of customer satisfaction for 40-50 business critical applications by closely monitoring production environments, and playing a key role in resolving critical technical problems.

● Successfully completed various programs, projects and tasks by working with other managers, development/support engineers and business partners, gaining exposure and experience outside our organization.

● Championed team members’ hard work to promote an atmosphere of mutual respect by showing others the vision and values the company looks for in excellent employees, and increasing communications and knowledge transfer to strengthen our support team. Hewlett Packard/Agilent Technologies, Atlanta, GA 1994-1999 IT Solutions Engineer

● Worked, within a global team, providing support for 7 applications and 20 interfaces, on multiple platforms i.e., HP9000/HP3000 mainframes and NT/Client servers.

● Application troubleshooting and end user support, maintaining many production environments at one time, performing NT administration tasks. Received additional compensation and recognition for contributions as support specialist.

● Successfully implemented new applications by first investigating products from other vendors, incorporating those into our systems, interfacing to existing applications and creating new software to meet automated distribution needs. Education

State University of West Georgia - Bachelor’s Degree in Business Information Systems, 1989

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