Doug Smith Email & Phone Number

Johnson City, Tennessee Area

I manage our team of Tier 2 Analysts in the Ballad Health (formerly Mountain States Health Alliance) Service Desk. Our Tier 2 Analysts are primarily responsible for working complex issues and sharing knowledge with our Tier 1 Analysts. My areas of focus include process simplification, process standardization, improving FCR (First Contact Resolution) rates, innovation, and improving situational awareness in our Service Desk.

Johnson City, Tennessee Area

I'm primarily responsible for the Service Desk Tier 2 Analysts on all shifts. My responsibilities include implementing continuous service improvement initiatives, process improvement, innovation, and, development of Tier 2 Analysts. I administer performance reviews, recommend salary actions, serve as the decision-maker on my shift. I'm also responsible for helping implement the Service Desk Strategic Plan to include process automation and standardization.

I serve as Service Desk Senior Analyst and Gateeeper. I'm responsible for Service Desk documentation and developing new troubleshooting processes. I have contributed expertise to the development of an ITIL-based Incident Command process. I'm in charge of the HDI-CSI customer satisfaction surveys. I administer, maintain, and create and Electronic Incident Management accounts in the Siemens Customer World portal.

I serve as Service Desk Gatekeeper. I manage all ticket queues, the Service Desk inbox, chats, and phone inquiries. I help manage network outages and am responsible for network monitoring tools including Solar Winds, Datagate, and Synapse. I write and maintain documentation for the Service Desk Operations Manual. I work with other IS Teams at Mountain States to identify and document processes to maintain 70% First Level Resolution (FLR) rate. I handle escalated issues and serve as a troubleshooting resource for Tier I Service Desk agents. I occasionally train second and third shift agents on new processes and troubleshooting techniques.

Johnson City, Tennessee Area

I resolved incoming inquiries via telephone and email. I worked with various clinical systems including Soarian, Allscripts EHR, and SMS. i escalated issues to other IS Analysts and Teams as needed. I developed hardware and software troubleshooting skills on PCs, printers, and servers. I suggested improvements to the Service Desk environment including the addition of a Gatekeeper to manage ticket queues, the Service Desk mailbox, and network monitoring.

I managed Priority 1 and Priority 2 incidents, reviewed proposed changes, wrote root cause analysis reports, gathered impact information, and managed production incidents to conclusion. I worked with an in-house developer to create and develop a Problem Management Database to facilitate trend analysis, problem tracking, and mean time to repair (MTTR) calculations. I collaborated with Heartland Support Disciplines to implement permanent fixes for break/fix incidents.

I handled escalated production issues that adversely impacted the Network Services line of business (LOB) at Alliance Data. I wrote executive summaries and root cause analysis (RCA) documents when an outage had been resolved. I also represented Network Services on the Alliance Data Change Advisory Board (CAB). Prior to accepting this role, I served as a Technical Specialist. I contributed subject matter expertise to projects such as the IPAT Elimination project, the ConocoPhillips conversion to FuelQuest, and worked with Alliance Data technical teams to resolve network problems caused by Stateful Inspection in the Cisco IOS command set.

I managed the technical side of business relationships with clients using our satellite and frame relay products. I worked on projects such as converting petroleum sites from GE Spacenet to Hughes Satellite (VSAT). I worked with Alliance Data technical staff to resolve persistent network problems, and conducted training classes on frame relay and Hughes Satellite network troubleshooting.

Gray Tennessee

Supervised 3 to 12 Merchant Services Representatives depending on the shift covered. Wrote and delivered performance apprasials. Recommended salary actions, corrective reviews, hires, and terminations. Served as subject matter expert (SME) on POS equipment, troubleshooting procedures and the SCN. Handled escalated customer issues.

Gray Tennessee

Worked with merchants to resolve problems with point of sale (POS) equipment. Helped compile the SIR (service interruption report) on the Sears Communication Network (SCN). Worked to duplicate reported problems when necessary. Sent equipment replacement requests to the TPF (terminal preparation facility).

Mba, Technology Management

Bs, Electronics Engineering Technology

High School Diploma, College Preparatory