LISA SMITH

Mobile: 727-***-**** · **** Roosevelt Blvd. Apt 7210, Clearwater, FL 33760

adi2ux@r.postjobfree.com · https://www.linkedin.com/in/lisa-smith-44ba7335/

OBJECTIVE

TO EXPAND MY SKILLS AND BECOME AN ESSENTIAL PART OF A TEAM FOCUSED ON CUSTOMER SUCCESS AND SATISFACTION

EXPERIENCE

2015 – PRES

QUALITY ASSURANCE MANAGER, Lumen - Savvis/CenturyLink

Selected among my peers to create a system to measure individual Major Incident Manager (MIM) performance, as well as team overview data.

Auditing MIM performance on customer cases, both process compliance, and standard professionalism needs, e.g.: spelling, grammar, readability

Coordinated with corporate governance to ensure consistency of team and individual MIM expectations

Compiled and maintained the archive of all metrics-based data

Created monthly analysis and breakdown of team statistics, including engagement and performance, presented to Senior Management and Operations Vice President

Managed the group paging system, One Call. Creating saved messages, contacts, and specialized paging groups

2013 – PRES

MAJOR INCIDENT MANAGER, Lumen - Savvis/CenturyLink

Supported the Global Operations Center, managing P1 critical outage incidents for Top 50 and Service Managed customers, and events impacting multiple Lumen customers, driving coordination of resources through resolution. Also participated in ITIL v3 compliance duties authoring internal process documentation, including matrices that were used company wide.

Customer facing executive communications and progress reports on events in progress

Internal management communication and coordination

Technical bridge call ownership and management

Supported key customers during high awareness business periods including holidays and on-boarding activities

Volunteered for initial awareness of ITIL v4 introduction

Participated in initial interest meetings of ITIL v4 implementation

2011 – 2013

MAJOR INCIDENT MANAGER, CIBER, Inc

Provided support for individual customers during business impacting outages, coordinating resolver engineers and on-site contacts for swift resolution. Ciber was purchased by Savvis in 2013.

2010 – 2011

TECHNICAL SUPPORT, CIBER, Inc

Assisted supported customer’s users in password recovery and basic access to systems. Self-studied for ITIL v3 certification and was promoted to Major Incident Management team.

2004 – 2007

POST-CLOSING QUALITY AUDITOR, Fremont Investment and loan

Performed audits on closed mortgage loans, ensuring all proper documentation was present and properly completed.

Ensured all legal formalities were followed and signatures present

Compared application and closing documents to ensure estimates came within federal regulations

Completed full analysis of final presented figures to ensure accuracy prior to submission to archives

Coordinated with attorneys and real estate closing agencies to ensure any corrections necessary were completed swiftly and properly

2002 – 2004

POST-CLOSING COORDINATOR II, Washington mutual

Performed audits on closed mortgage loans, ensuring all proper documentation was present and properly completed.

Ensured all legal formalities were followed and signatures present

Compared application and closing documents to ensure estimates came within federal regulations

1987 – 1997

LIFE SKILLS COACH/TRAINER, Gulf coast autism association

Worked both in a classroom setting, and one-on-one, with Autistic children and adults (clients).

Began as a volunteer, until I was able to be hired on permanently

Worked in intense 1:1 environment teaching clients essential life skills, both practical and leisure

Also worked in classroom style setting (multiple clients and trainers together)

Assisted clients in social situations, including teaching non-verbal communication cues to encourage self-reliance

Brought clients into public settings to teach the appropriate skills for multiple environments

TRAINING/CERTS

04/2011

ITIL V3 FOUNDATION

Self-studied for certification for career advancement

11/2020

ITIL V4

Began taking all available training offered by Lumen

SKILLS

Acute attention to detail

Incident management

Performance management

Mathematical statistics

Quality adherence

Process oriented

One Call paging system

Pleasant and calming demeanor

Microsoft Word

Microsoft Excel

Microsoft Powerpoint

HTML

Proofreading, editing

ACTIVITIES

2002-2005 – Props director for local annual stage production event.

2011-Pres – Participant in events and discussion groups helping visitors best navigate Walt Disney World Resort, Orlando.

2018-Pres – Participant and presenter in fan-based events for multiple groups including WDW, Star Wars, Good Omens

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