Computer Operator Customer Service

Keith Matthew Smith

INFORMATION TECHNOLOGY/

BUSINESS ADMINISTRATION PROFESSIONAL

**** ********* ******, *** ****, TN 37415

Cell Phone: 423-***-**** Email: *********@*****.***

SKILLS

Detail oriented and diligent IT technologist & business analyst with over 30 years of experience working in all sizes of business environments using a combination of technical skill, teamwork and communications to coordinate and implement various projects according to priorities set by management. Experience with projects that required working with all levels of stakeholder to achieve goal in in fast paced environments. I possess a genuine passion to provide great customer service, based on a wide range of professional experiences.

Employment History

April 2022 to PRESENT

•Tennessee Dept. of Human Services, from April 22, 2022, as an Eligibility Counselor 1, unto the present. Duties include qualifying and processing Clients into SNAP and Families First services in the Statewide Intake Unit of DHS.

MAY 2021 to April 2022

•Eagle Digital, LLC, Working as Customer Service and delivery part time. After retiring from the previous job

June 2015 to April 2021

•Hamilton County Sheriff’s Office, Sr. Programmer/Software Specialist and moved to a Law Enforcement Clerk then retirement.

April 2013 to June 2015

•ITT Technical Institute, Adjunct Instructor for Networking I, Networking II & IP Networking. At Chattanooga’s Eastgate Campus in the School of Technology.

May 1996 to December 31, 2012

•BlueCross BlueShield of Tennessee, Programmer, PC Specialist (Help desk Level 2 & Field Technical Service), E-Business Analyst, E-commerce Analyst, and Change Management Analyst.

January 1993 to December 2003

•Chattanooga State Technical Community College, 1993 to 2003, Adjunct Faculty in the School of Business. Part time

December 1990 to December 1996

•Computer Systems Plus, Contractor/Owner – Retail Sales and Service customized PC builds and software installation. Computer Classes and training on business applications.

January 1986 to December 1991

•First Federal Saving & Loan Assoc. of Chattanooga, Mainframe Computer Operator for Main Branch and 18 other Branches.

EDUCATION

Middle Tennessee State University – BBA Business Administration

September 1977 – December 1981

Chattanooga State Technical Community College - AS Information Technologies September 1986 to December 1988

SKILLS AND CAPABILITIES

•Five plus years at the Hamilton County Sheriff’s Office servicing the correction division Video Visitation, Commissary kiosks software enhancements needs, accounting issues and inmate phone services. Also provided troubleshooting and problem resolution for 50 plus software programs used by staff, officers and citizens for Hamilton County. In my time with the HCSO I completed many projects that included planning, purchase procurement, installation, background checks, and working with vendors to install hardware/software. Also provided detailed accounting of project expense, time management and installation or repairs as needed by management. Job required I used Active Directory to set up accounts and user groups for security access. I worked on adding Computers to Patrol vehicles, copier installation and minor repairs, setting up laptops and desktops and adding or connecting to all kinds of software, I also worked with dual authentication applications setting up accounts and resolving issues between the hardware and software.

•Employed with BlueCross BlueShield of Tennessee (BCBST) as a PC Service Tech, Ecommerce Business Analyst, and Desktop Consultant/Programmer/ with sixteen years of service.

6 years on Computer Service team at BCBST working on upgrades, systems setup or installation as we as all phases of repair services for software, desktop/laptops, and printers as needed. Performed all job duties of PC technician and support desk solutions positions including building images to regulate and secure desktop and laptops.

4 years as technical services for the Medicare FSS systems for the 600+ New Jersey medical provided for Medicare claims processing for payment to providers. I provided configuration services for assorted software that was used to connect to BCBST’s Ecommerce payment system. I also worked with customer service units to identify processing issues and worked with teams to resolve payment process issues. As a tech I was called on to run wire and crimp network connectors then connect to the network panels as needed,

5 years as customer support (Help Desk Level II), trainer and SME for MS Office products and PC Desktop applications and training for Microsoft Office products for all business units within BCBST. Provided input for test labs on OS upgrades from Windows NT up to XP installation trouble shooting business applications and other applied business applications using the computer as a tool.

Programmer in IT Governance – job involved reviewing system requests for process changes and maintaining records for process assurance and review for Applications Change Management (ACM) in BCBST’s IT Governance group. This required staying current on BCBST policies used in the application of changes to software/hardware using ITIL (best practices) methods as well as understanding program code and processing of code within the assorted BCBST computer systems. Our team worked with Project Managers to ensure the project life cycle was complete and provide audit trail to insure all BCBST and government policies were completed. As the company eliminated 200 positions in the operation my last assignments with BCBST were working with Software QA and Testing. Reviewed testing plans documentation and methods for management.

Adjunct Teacher/Business Technologies Advisor at a college level. Taught college level classes on Business application and Computer/Business process design and installation. Counseled students as college advisor reviewing course work and help them progress to graduation to achieve better career opportunity.

As Owner of Computer Systems Plus I provided Personal Computer training and support as a consultant and trainer. Managed the company with five employees for five years. Provided consultant services and contracts for company projects at BlueCross BlueShield of Tennessee, TVA, Mayco, Fortwood Mental Health and Duracell USA. Subcontractor with Howard Computer Services using PC emulation software to provide terminal connections for AS400 and System 3X systems

Lead Mainframe Operator for 18 branches of First Federal Savings & Loan for five years. I processed reports used in the Savings & Loan from the mainframe on a daily, weekly, monthly, quarterly, annually reports and stockholder checks for the Savings and Loan.

References

Russ Eagle - Former Employer – Eagle Digital LLC known 12 years

Cell: 423-***-**** Email: ******@************.***

Alan Gaston – Hamilton Co. IT Manager (Retired) Work Colleague 6 years

Cell: 423-***-**** Email: **********@*****.***

Robby Wilson – Friend and Scout Leader 8 years

Cell: 423-***-**** Email: ***********@*****.***

Volunteer Achievements

Boy Scouts of America Leader – 30 years in Boy Scouting of America as a volunteer. District Award of Merit 2009 and Silver Beaver award in 2012. Currently help with administration three Scout BSA units as a volunteer.

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