Henry (Hank) Smith Email & Phone Number

Peachtree Corners, Georgia, United States

Peachtree Corners, Georgia, United States

In desktop support with Stratix, I have been responsible for supporting, troubleshooting, and maintaining corporate IT systems and networks to maintain access while onboarding new users and offboarding departing staff according to corporate standards, processes, and procedures. I am also tasked with providing weekly security awareness training as part of onboarding, create AD accounts, badges, and provisioning hardware and conducting and presenting the weekly change control meetings with department leaders to ensure effective communication and resource planning. My role includes providing software and hardware support, including 24/7 call center, troubleshooting and resolving IT systems while creating, managing, administering, and maintaining Windows-based virtual servers while imaging Laptops with MDT. In addition to ongoing support, I have setup an Automated Report to send uptime to email and monitor PRTG Network Monitoring system to ensure operational access. Throughout my daily work, I plan, schedule, and align IT systems and network requirements to maintain accessibility and operation needs.

Greater Atlanta Area

In my time with Lendlease, I was responsible for delivering IT support for global market users, establishing first level support for enterprise system and managed and administered system environment of more than 12,000 users according to service level agreements. This meant providing administration and troubleshooting for virtual machines and applications in Citrix environment to ensure system uptime. I successfully created and documented all support calls from the user community into the service desk tracking software and applied my unique skills to resolve all technical trouble tickets at the service desk before referring to technical support.

Johns Creek, Georgia

As a business analyst and developer intern, I was responsible for providing tier 1 support for 1200 clients, successfully reducing resolution mean times by 25%. This role included analyzing and developing ExtraHop JavaScript triggers documentation for increased operational efficiency. I was also able to organize and train more than 75 staff on ExtraHop to enhance staff knowledge and corporate consistency while developing and administering an interactive video wall to provide staff members with a network overview platform.

Statesboro, Georgia, United States

Starting out as a freelance IT support specialist, I was responsible for providing system repair, networking, and technical support to residential and commercial clients. I specialized in evaluating client requirements and ensuring all technical outcomes were defined, implemented, and exceeded. I delivered on-call technical support to residences, setting up home office networks, and performing computer repairs including troubleshooting network issues, conducting data and system recoveries, and removing spyware and viruses as needed.