Candi Smith Email & Phone Number

SYSTEM ANALYST II, COLLABORATION APPLICATIONS (2015 - CURRENT)• Microsoft Office 365 Administration, Development and Support• New Project Implementations: o Email Address Rebranding o Office 365 Mailbox Migrations o Office 365 Mailbox Retention o SharePoint/OneDrive Migrations o Skype to Teams Integration o PST and Public Folders Transition o Shared Mailbox security migration from Active Directory to Office 365• Provide Office 365 training sessions to BSWH Employees• Team collaboration on Microsoft Office 365 Adoption Strategies• Implement quarterly upgrades for Azure AD Connect• Maintain cumulative updates for Exchange Server• Create and manage scheduled tasks on exchange management server• Continual workflow Improvements for efficiency• Create and maintain knowledge articles for supported applications and processes• Provide on-call support on a rotating basis with other team members

Manage a Team of Level I and Level II Analysts • Team Lead of BIS Service Desk providing technical support for Baylor Employees, Physicians, Affiliates• Create and sustain formal processes for increased and consistent productivity • Interview/Hire new employees - conduct interviews with candidates and make recommendations for hiring• Provide feedback to Analysts regarding quality control review of documentation• Assess and evaluate employee performance; conduct annual performance reviews• Collaborate with Management team to develop goals for Analysts• Manage timesheets and approve payroll through eTime Management• Evaluate the performance of the Service Desk Team through statistical and management reports• Maintain scheduling to provide 24x7 support for our Customers• Coordinate training of staff for continued development and improvement• Project Management: HEAT to Service Now; Converting Phone system from IPCM to Cisco; Quality Control Process, Workforce Management, LEAN Process Improvement

Create and Implement new processes; Conduct training; User Account Administration • Initiate and implement new processes for the Help Desk• User administration provisioning– create/modify/delete system user accounts utilizing Active Directory• Mailbox Merge on Exchange Management• Resolve escalated customer support issues• Troubleshoot challenging and complicated technical problems• Monitor call volumes and system resources• Collaborate with various Baylor departments for continued improvements: Office of Information Security, Portal Web Support, Medical Staff, Medical Education

Provide first and second level of technical support; User Account Administration; Documentation creation • Customer Service support to internal employees• User administration provisioning – create/modify/delete of system user accounts utilizing Active Directory and Exchange Management• Prepare weekly reports for Management• Monitors call volumes and system resources• Conduct training for new staff

Outsourcing Coordinator, Emerging TechnologiesMonitor data outsourced, conduct training and authorize invoices/payments• Monitor volumes outsourced• Create and maintain internal/external updates and procedures• Implementing OCR and EDI programs • Monitor daily processes: OCR, EDI and Imaging Systems• Data Entry and Customer Service• Generate Reports and perform daily maintenance• Quality check random data batches for accuracy

Computer Information Technology

Word Processing Certification

Computer Information Technology