Daryl Smith Email & Phone Number

Atlanta, Georgia, US

• Provided managerial support to twelve county technicians across the southwest region of Georgia from implementation of election equipment through the successful completion of the 2020 Presidential and 2021 Statewide.
• Trained new hire employees, associates and customers on Dominion products and procedures.
• Tracked employee performance, weekly reports, time and attendance to promote adherence to company expectations and regulations.
• Coached county technicians on system and procedural issues or updates, to optimize their potential on the use and knowledge of Dominion voting products.
• Communicated directives from the Secretary of State, project managers and election officials to county technicians and election supervisors to ensure compliance with local, state and federal rules and regulations that.
• Monitored and assisted with election systems logic and accuracy acceptance testing.

Worldwide, OO

• Assisted in triaging Helpdesk incident tickets by troubleshooting, answering questions factually, addressing all issues, supporting user adoption, self-sufficiency and issue resolution.
• Synthesized and analyzed end user issues to identify common trends, escalated unresolved issues through appropriate channels, communicated incident progress and resolution to end users where appropriate.
• Partnered and liaised with client leadership and stakeholders on key system performance issues and resolutions.
• Participated in training and encouraged user adoption of application technology by providing on-site demonstrations, over the shoulder support and virtual assistance to minimize impact to constituent service through.
• Supported communication of temporary processing methods for critical business processes.
• Managed contractual deliverable submissions by gathering project data, administratively reviewing technical files and/or documents received from internal IT team, following up as needed to deliver submissions.

Worldwide, OO

• Performed a variety of roles to The Department of Health and Human Services (DHS) modernization projects in Georgia, Ohio and Louisiana that include User Acceptance Testing (UAT), Field Application Support, Helpdesk.
• Supported User Acceptance Testing (UAT) by working as a liaison between application developers, functional team members, and the client in developing testing strategies that would allow the user to effectively test.
• Provided Field Application support to the State of Georgia, Ohio and Louisiana, assisting managers, supervisors and case workers in DHS on the user adoption of an Integrated Eligibility System developed by Deloitte, to.
• Assisted in triaging Helpdesk incident tickets by troubleshooting, answering questions factually, addressing all issues, supporting user adoption, self-sufficiency and issue resolution.
• Synthesized and analyzed end user issues to identify common trends, escalated unresolved issues through appropriate channels, communicated incident progress and resolution to end users where appropriate.
• Partnered and liaised with client leadership and stakeholders on key system performance issues and resolutions.

Roseland, New Jersey, US

• Served as consultant to ADP client’s supporting HR practitioner Vantage products / technologies. Leveraged deep understanding of client business practices and provided solutions to meet client needs.
• Consulted with ADP clients to deliver comprehensive human capital management solutions, driving HR, time and attendance, payroll, and benefits.
• Partnered with key client stakeholders to understand business structure, analyzing existing systems, interface requirements, and business processes and introducing optimal product solutions.
• Incorporated new processes, tools, and approaches by recommending ADP solutions.
• Liaised effectively with internal and external project teams, promoting transparency of information and managing priorities, timeliness, and issues..
• Met clearly defined targets in high-pressured metrics environment, demonstrating in-depth understanding of product line and working to impeccable ethical standards.

• Provided healthcare product support to the Department of Defense (DOD) and private hospital clients, ensuring that medical consents are processed effectively throughout Electronic Health Records (EHR) systems nationwide.
• Partnered with clients via telephone, web site, and email to create or update support ticket information daily; maintained history records and related problem documentations for the quality, accuracy and timelines of.
• Performed technical / application support; demonstrating in-depth understanding of professional services, project implementations and any other department activities to cover workload to meet departmental objectives.
• Provided end-user training when necessary to empower users to be more self-sufficient while reducing support volume by 15%.
• Developed client relationships while understanding their needs for business and the expectations of support teams.
• Participated in new and existing product investigations, analysis, support development, documentation, and training to effectively understand, anticipate, communicate and deliver against client needs, requirements, and.

Remote First, US

• Served as an Implementation analyst on new projects and worked along with the client and associated team members, developers, program owners and stakeholders to effectively implement project from inception to.
• Provided readiness assessment and recommendation relative to moving implementation projects from inception to testing, then into production environments.
• Exercised independent and collaborative judgment of problem solving to determine the appropriate course of action during an implementation based on the data analysis performed.
• Monitored healthcare data between 2 (Import /Export) endpoints while utilizing HL7 format.
• Reviewed incoming technical issues from customers and perform initial development troubleshooting, documenting incidents and reporting data as required for timely matrix project turnover, and meeting success metrics.
• Resolved customer related issues with the software product by creating SQL queries and scripts, altering as needed, to rectify data integrity product concerns to eliminate future occurrences.

Athens, OH, US

• Provided administrative and operations support to IBM business partners worldwide delivering effective, efficient and quality execution in support of all software vendor priorities.
• Performed tasks to promote benefit offerings to key IBM software vendors and provided assistance in gaining access to local and remote databases which impact the development of long-range projects.
• Provided client support that included assistance with account management, software access; executing and providing reports to clients and stakeholders; while developing process and procedure documentation to ensure.
• Incorporated quality reports for management and stakeholders relative to statistics based on email, call response, routing of incoming mail and responses to clients that enabled high partner satisfaction to both.
• Escalated existing and potential software and program issues to management and key stakeholders to ensure optimal program efficiency.

Armonk, New York, NY, US

• Provided program related certification support where appropriate to IBM Business partners to meet strategic business needs and goals.
• Improved Channel readiness by managing the monthly process for IBM Hardware Business partners to meet their contractual and certification-related skills and requirements.
• Consulted with IBM distributors, solution providers and resellers in certification compliance, program assurance, web navigation, process and procedure documentation, data entry, and address complex inquiries to.
• Nominated as Subject Matter Expert (SME) for implementation of off shore transfer of business in Manila Philippines in support of IBM business restructuring and supervised helpdesk operations for 32 employees during.
• Consulted and trained clients, end-user support staff and business partners on the use of Information technology tools and website resources, verified certification related data were accurate and objectives were met.
• Enhanced website portals by working with web content providers to redesign and ensure up-to-date content and tools in support of certification-related requirements.

Information Technology, Security Specialization

Associates, Associates Of Arts General Education