Deandra Smith Email & Phone Number

Overland Park, KS, US

• Serve as the primary point of contact for customers, addressing technical issues, request, and questions through various support channels including calls and chat.
• Analyze and diagnose simple to moderate issues, assigning them to the appropriate technical area for resolution.
• Maintain comprehensive documentation for each interaction, escalating complex problems accordingly and engaging the relevant technology teams for issues beyond the scope of the Service Desk.
• Assess the impact and urgency of customer issues and facilitate the implementation of suitable solutions.
• Ensure compliance with required training and published service desk procedures.
• Adhere to client access, quality standards, and client notification policies and procedures

Kansas City, MO, US

• Assists in developing/maintaining security policies and standards that align with the National Institutes of Standards and Technology (NIST) guidance for the following security domains:o Access Managemento Business.
• Create scripts for audits using SQL
• Assist with audit activities related to SOC 1 and SOC 2 designation, including evidence gathering, documentation, interim audits, using Salesforce.
• Assist with security group contribution to the NAIC quarterly newsletter
• Collaborate with cross-functional teams to develop, implement, and maintain information security policies, procedures and guidelines.
• Investigate and analyze security technologies, solutions, and tools to enhance the organizations security infrastructure.

Kansas City, MO, US

• Responsible for managing computer systems to ensure they running smoothly and securely to maintain productivity and minimize disruptions for the following work day.
• Monitor and maintain the health, availability and performance of computer system, networks, and servers.
• Execute daily operational tasks, including system backups, job scheduling, and batch processing, in accordance established procedures.
• Respond to alerts, incidents, and service request, diagnosing and resolving technical issues promptly to minimize downtime and disruption.
• Perform routine overnight maintenance and updates to servers, databases, and other critical components to ensure optimal functionality and security
• Document operational procedures, configurations and troubleshooting steps to maintain accurate records and knowledgebase.

• Managed the technical development side of projects while working alongside team to write and contribute to code, create prototypes, fix bugs and run tests.
• Lead the planning, execution, and monitoring of technical projects, ensuring they are delivered on time, within scope, and within budget.
• Collaborate with stakeholders to dfine project goals, scope and deliverables, and established clear project plans, including tasks, timelines, resources and dependencies, and maintain project documentation.
• Proactively identify risks, issues, and constraints that may impact project success and develop mitigation and contingency plans.
• Ensure adherence to project management methodologies, best practices, and quality standards throughout the project lifecycle.
• Conduct post-project reviews and lessons learned sessions to continuously improve project delivery process

Atlanta, Georgia, US

• Assigned as a direct support for all aspects of a project management team during daily project portfolio construction; became rapidly and thoroughly familiar with the taking of detailed notes, data entry, and.

Bachelor Of Arts (B.A.), Computer Science

A+ Certification, Network Certification, Security It Association Program

Healthcare It Specialist Program

Certification, Healthcare It

Certification, Project Management