Claudia Smith Email & Phone Number

Houston, Tx, Us

Houston, Tx, Us

- Provided general technical support in the MS Dynamics NAV and CRM environments.- Implemented security setups and configurations within business applications.- Developed comprehensive training packages to effectively train users in MS Dynamics NAV and CRM.- Created and maintained matrices for applications, including Security Matrix, Applications Matrix, and Role Matrix.- Managed projects related to business applications, ensuring successful implementation and user adoption.- Coordinated Bitlocker Security cleanup initiatives with the team.- Provided Active Directory (AD) security support, ensuring user access controls and permissions.- Created and documented policies and processes for the support team, streamlining operations.- Monitored server backups to ensure regular performance and data integrity.- Monitored and resolved issues related to Sophos Security.- Worked within Delinia Secret Server to enforce the "least privileged" model of permissions.- Successfully set up users in various applications, including NAV, Dynamics CRM, Blackline, Coupa, TeamViewer, and others.

Zug, Ch

- Provided phone support to Transocean customers, consistently meeting effective Service Level Agreements (SLAs).- Supported a mixed Windows 7 and Windows 10 environment, including IP configuration, driver management, mechanical compliance, and administrative assistance.- Installed and troubleshooted Citrix, ensuring compatibility across various operating systems (Windows XP, 7, 8.1, 10, Mac OS) and browsers (Internet Explorer, Safari, Chrome, Firefox).- Utilized SCCM for remote desktop, machine configuration, and group membership management.- Leveraged Active Directory for password management, group membership administration, security-related functions, and enterprise licensing.- Resolved printer queue and network printer issues, ensuring smooth printing operations.- Troubleshot VPN connectivity and possessed knowledge of various broadband types.- Proficient in using ServiceNow as a ticket tracking system.- Consistently received customer praise for delivering excellent service.- Capable of effectively explaining issues to customers and setting proper expectations.- Administratively managed mobile services for North America, including phone ordering, recommendations, and organization.- Troubleshot Apple iPhone issues to ensure optimal performance.- Created and managed conference lines for efficient collaboration.- Enforced Multi-Factor Authentication procedures, including Microsoft Authenticator and InTune.- Developed policy and procedure documents covering Global IT.- Created project flow documentation to ensure adherence to established procedures.

- Successfully organized and managed approximately 200 tables of artists and artisans for the longest running anime convention in the US.- Effectively resolved conflicts and settled differences between artists, maintaining a harmonious environment for all participants.- Responsible for handling funds and financial transactions related to the convention, ensuring accuracy and transparency.- Enforced departmental rules and regulations, maintaining a fair and orderly environment for artists and attendees.- Acted as a liaison between venue staff, convention staff, attendees, and artists, facilitating effective communication and collaboration.

Lafayette, Louisiana, Us

Accomplishments:- Successfully conducted data cleanup of forum data, averaging approximately 3000 records per week.Skills and Responsibilities:- Proficient in writing comprehensive documentation based on meeting discussions.- Experienced in creating process maps to document and visualize processes for the benefit of leadership and team members.- Skilled in developing PowerPoint presentations to effectively communicate information and support meetings.- Capable of creating process flows to illustrate workflows and streamline operations.

Houston, Texas, Us

- Supported the EPO team as a Project Assistant, offering PPM support and phone/desktop assistance.- Handled invoicing and PO creation, validating financials and troubleshooting financial issues.- Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook) with exceptional skills in 2000 and 2007 versions.- Managed onboarding for new hires, providing training in Shell environment and setting expectations.- Organized meetings, created presentations, and managed data, including catering and paperwork.- Assisted with scheduling and travel arrangements, ensuring efficient time management for supported individuals.Conducted data research, performed general office duties, and managed budgets.Handled accounts payable organization, tracking vendor invoices and ensuring timely payments.Collaborated with team to support clients at enterprise level, particularly Shell.Conducted requirement gathering, data analysis, and created documentation for reports.Developed customized applications for the Shell system within the GI environment.Created "How To" documentation for Project and Programme Management (PPM), used globally.Produced documentation for Project Managers on various tasks, including PO creation and invoice analysis.

Accomplishments:- Developed live training sessions to facilitate user learning of collaboration tools such as SharePoint, LiveLink, Groove, and NetMeeting.- Implemented Auto-Fill buttons to streamline ticketing processes, enhancing efficiency for the group.- Authored comprehensive documentation on processes and issue resolutions, contributing to the knowledge base and providing valuable resources for the team.- Designed training processes and materials for the Global Collaboration and Documentation (GCD) team.Skills and Responsibilities:- Provided expert assistance in answering how-to questions related to collaboration tools, including Livelink, LiveMeeting, Outlook, Microsoft Office Communicator, Shell Meet Me, SharePoint, and Groove.- Collaborated with the Team Lead and Lead Analyst to establish standardized processes for the GCD team, ensuring consistency and efficiency.- Updated and maintained Primus (knowledge base) entries to keep processes current and relevant.- Created new Primus entries to promote the adoption of globally-followed processes among analysts.

- Maintained a high First Call Resolution rate of 83-85% throughout tenure in the Help Desk role.- Developed "Live Trial" scenarios to facilitate the learning of essential skills for new hires.- Consistently ranked in the top 5% for customer satisfaction surveys.- Promoted to Assistant Team Consultant within just 6 months of being hired.- Recognized as a Subject Matter Expert for Remote Assistance, specifically in Citrix and VPN technologies.- Authored or updated an average of 10 Knowledge Base articles per week, contributing to the knowledge sharing within the team.- Handled an average of 50 calls per day, providing technical support to Shell customers while meeting SLAs.- Assisted as an Assistant Team Consultant, guiding and educating GI-HD analysts on following global processes.- Provided training, supervision, and evaluation for staff, coaching improvement skills for new hires.- Received consistently high scores in performance reviews and coaching sessions.- Received numerous customer thank-you notes and kudos for outstanding performance.- Provided general technical support for Shell, including network troubleshooting using tools like pings, tracert, nbtstat, and net commands.- Troubleshot printer queues and worked with network printers.- Utilized Service Center (Call Tracking System for Shell) and Remedy for efficient ticket management.- Proficient in VPN setup and troubleshooting for seamless connectivity.- Installed and troubleshooted Citrix clients, including various Windows versions (2000, XP, and Vista).- Possessed knowledge and troubleshooting experience with a wide range of broadband connectivity types, such as DSL, Cable modem, and ISDN, including utilizing ipconfig for checking DHCP leases and IP address assignment.- Conducted account troubleshooting using Microsoft MMC with the User Admin and Computer Management plugins, along with working on DFS shares using the distributed file system plugin.

Accomplishments:- Successfully established a small network consisting of 5 computers and 10 CNC machines running on Windows 2000.Skills and Responsibilities:- Handled general administrative duties, including bookkeeping and HR generalist tasks, for a company with approximately 40 employees.- Provided first and second level IT support for the small network, ensuring smooth operations and troubleshooting technical issues.- Generated reports to analyze accounts receivable, accounts payable, and general revenue, supporting informed decision-making.- Organized meetings for the company owners, managing logistics and scheduling to facilitate effective communication and collaboration.

Houston, Texas, Us

Accomplishments:- Successfully supervised and managed two administrative assistants, ensuring efficient workflow and support for the team.Skills and Responsibilities:- Handled general administrative duties for the EVP of Enterprise Systems Development, including budget coordination, purchasing and management of hardware and software, management of sales contacts, and scheduling for the EVP and company directors.- Proficiently managed a multi-line phone system, effectively handling calls and inquiries in a professional manner.- Created and managed purchase orders, ensuring accurate and timely procurement of necessary items and services.

Certification - Certified Trainer/Designer, Training

Education record