Deandra Smith Email & Phone Number

Kansas City, Mo, Us

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• Prioritize and plan issue resolutions both independently and in a collaborative fast-paced team environment• Maintain assigned tickets via software system

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 Objectives, Governance and Policyo Data Protectiono Incident Responseo Infrastructure Resiliencyo Organization and Resourceso Security Architectureo Security Awareness, Training and Communicationo Security Risk Managemento Third-Party and Vendor Management• 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. • Collaborated with third-party vendors and partners to assess and manage security risks within the supply chain. • Maintain documentation of security policies, procedures, incident response plans, and security configuration. Computer Operations Specialist

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. • Maintains Printer stats

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• Interviewed, hired, and coordinate training of new team members.• Assist with escalated customer problems via phone, email, and live chat• User account management• Jira tracking and updates• Asset management updates and reporting• Contribute to a project team to deploy computer equipment upgrades to the Infusion nursing department

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 systematic budget record keeping.

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