Melissa Kaye Smith

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

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

ad2dfm@r.postjobfree.com

Action Staffing, Roswell Ga Januray 2023 - Present

Contractor providing Active Directory, SCCM, Admin Exchange and hardware support. Tier 1 helpdesk support for end users across the US.Working 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 clientsand 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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