Colette A. Smith Email & Phone Number

• A member of the Board of Directors for the PCA to continue maintaining the condominiums which include, yearly classes on procedures, and protocols that must be adhered to as part of the state guidelines for the State of Connecticut.• Assisting the property manager to make sure that townhomes are kept structurally sound and continue to maintain the integrity of the property. • Work within the current budget, obtain services, and maintain contracts, all vendors are paid promptly, while working with the President to make sure that we are providing the best solutions while adhering to all contracts in place.

 Trained users on software and hardware on-site or remotely. Articulated proper written and oral communications to all levels of Management and Associates. Maintained mobile device applications, and followed up on incidents, request logs, and records. Provided software application support to end-users via phone or onsite. Bomgared into user devices within the Optum network locally or internationally to remedy problems or escalated to the next level team for further assistance.Tested and documented software and hardware and evaluate the ease of use

Glen Allen, Va, Us

 Previously with Disney’s Bristol, CT division named Direct-to-Consumer & International Technology team. The DTCI SupportCenter serviced the following division of Disney which included ESPN, DMDCentral previously FoxFast, Disney+, DigitalScreeners.com, and various other programming and streaming applications on PCs and Mobile devices. Answered calls for support, provided Tier 1 support, dispatched/paged out, communicated, and assisted in the documenting of incidents as the database serves as a historical record of reported issues and resolutions for management to review.  Operated within the Service Now environments and ensured that procedures around tracking and reporting issues are being followed. Communicated complex technical information to both technical and non-technical personnel. Executed the continuous process of technical documentation creation and upkeep in systems such as Okta, Jira, and Confluence and worked with services, leads, and systems teams to update changes and additions. Communicated with both internal and external contacts at a variety of organizational levels to diagnose and resolve complex problems.

Middletown, Connecticut, Us

 Acted as the main resource for all customer product questions, technical issues, or complaints by responding to the customer via calls, email, text, and remote services. Responded promptly to customer inquiries and resolved customer issues within SLA. Processed orders, returns, exchanges, replacements, and follow-up on customer interactions. Analyzed, monitored, and proactively kept hardware & software fully operational. Delivered reports for the direct report to ensure that various client databases are kept up to date.

Farmington, Connecticut, Us

 Successfully provided phone coverage for end users at the office up to 20-40 calls. Provided user documentation and email resolution for Website issues or other instructions for users. Submitted site issues to the various vendors when requests are not processing documents needed and or alerted the office to application issues, outages, and updates as they took place. Assisted users with Office 365 products, training, troubleshooting, and other projects as needed. Email blasts are sent for, site issues, application issues, or other information so that we can get systems up and running without deterring user work production. Assisted Team Leads and associates with establishing administrative accounts for applications for day-to-day work: Loansphere, ADR Freddie Mac, Equator, Clarifire.

Hanover, Md, Us

• Previous with St. Francis Hospital and Medical Center, part of Trinity Health National Hospital Network.• As an IT Client Services Specialist/Help Desk Contractor, responsibilities included directly diagnosing / remotely assisting end users with in the TH NE Network that includes St. Mary’s Hospital, Johnson Memorial Hospital, Mount Sinai Hospital, Wheaton Franciscan Hospital/Covenant Clinic Sites along with 2600 other Ambulatory sites. • Multiple applications utilized as part daily hospital and care facilities that assists all users within the various sites.• Part of 100 plus EIS team members that worked together to ensure that users issues are remedied in a timely fashion, while maintaining HIPPA guidelines and protocols.

London, Uk, Gb

Support• Assistant Project Manager serviced requests on behalf of clients for the various Domestic and International locations.• Collaborated with the billing group to help reconcile billing versus inventory exceptions.• Prepared wireless devices for deployment and set them up for users.• Tier 2 service desk management of BES, MI and other servers for client devices. • Ensured that wireless devices, applications, and servers comply with client’s corporate standards and security policy.• Worked with wireless carriers to identify possible outages in client locations and expedite resolution.• Communicated with end users regarding their wireless devices regarding requests, determining requirements and troubleshoot status.Administrative Client/Customer Services• Successfully worked with PM team to on-board new client into our new VTM system.• Project coordinator for provided manuals for WHD to assist clients being worked.• Successfully lead team to transition our legacy customer over to our Tier 1 WHD to service our clients.•Clients serviced: Dow Jones, Wall Street Journal, Harman International and TD Ameritrade •International Vendors assisted: Telus Mobility, Rogers Wireless, Bell Mobility, Sprint, AT&T, Claro and Telstra.Provisioning•Ensured that the wireless devices, applications, policy settings and servers are up to date with latest technology and software. • Fulfilled wireless requests, including activation or cancellation of service, warranties, determination of carrier, and change of service or equipment type to meet the client’s corporate standards and security policy.• Made recommendations for plan, service and equipment changes based on billing analysis results.• Troubleshot carrier service related issues for wireless devices.• Educated and trained users on carrier related features and functions.• Addressed any user issues or concerns upon setup. • Communicated with end users in regards to troubleshoot status.

Bachelors, Information System, Minor Business

Associates, Finance