Janet L. Smith Email & Phone Number

Fenton, Mo

• Implemented cross-training as a leader of 10 domestic and offshore Deployment Specialists who deployed software changes in production, staging and user-acceptance environments for multiple business units and clients 24/7. This included configuration and software changes for web, wap, database and mobile platforms.• Worked with internal management and support teams to develop and implement a new ITSM change tracking system and process for deployments. Developed training materials and delivered training for new change process. • Created process documents, operational procedures and process flows for ISO compliance. Ensured adherence to SOC1 and PCI requirements, separation of duties and all internal and customer processes were followed.

• Managed Operational Support Group with team of 10 Developer/Analysts, Technical and Deployment Specialists. Provided post-sales support for 100+ client programs and tracked departmental metrics. Responsible for development and support of 250+ Crystal reports. • Revamped standard client report package to meet maximum amount of client reporting requirements with minimum amount of customization which reduced report development costs for new client launches. • Supervised all software support and release management for fulfillment systems, bank systems and recognition systems. Supported change management processes, change notifications, code deployments and software support of purchased software tools. • Managed quality assurance, hardware, infrastructure and architecture support for fulfillment systems, bank systems and recognition systems. Provided technical support to fulfillment call center. Also provided audit support for client, internal and SAS-70 audits.

• Directed Client Support Group with a team of five Systems Project Managers, Quality & IT Analysts. Provided post-sales support for 100+ client programs. • Supervised all client software configuration and enhancements for fulfillment and internal bank systems. Oversaw quality assurance for fulfillment systems and internal bank systems. • Provided technical support to fulfillment call center. Assisted in development of Enterprise Project Management guidelines based on PMBOK® Guide and Standards.

• Provided support for 20+ plus Maritz Rewards fulfillment projects. Consulted with clients to define project scope and document business requirements for fulfillment projects. Responsible for work plan, utilizing project management methodology, monitoring project timelines, communicating requirements to ensure goals, objectives, and budgets were met. Participated in client presentations.

• Directed group of 15 Systems Analysts/Programmers for the Ford CIRS (Continuous Improvement Recognition System) Account Team. Assured system design and requirements met client needs (both internal and external). Prioritized programming changes. • Coordinated Client Help Desk for approximately 100 system users. Developed quality assurance procedures and policies. Supervised system testing. • Monitored budget and staffing needs. Implemented systems in U.S., Canada, Mexico, and the United Kingdom. Oversaw ongoing design and delivery of training for this system. Systems liaison with Ford and Maritz offices in Canada, Mexico, and the United Kingdom.

• Responsible for assigned Ford facilities in the U.S., Portugal, and Brazil. Provided consultation, system design, training, implementation, maintenance, and reporting for the Maritz designed software utilized to support a Continuous Improvement Recognition System.

• Provided technical consultation, system design, implementation, installation, maintenance and reporting for various clients.

• Responsible for design, analysis, and programming for clients. Completed programming projects for inventory control and valuation, manufacturing, payroll (including cost analysis and union reports), professional billing, and data conversions. • Responsibilities also included providing installation, training and support on numerous software packages; management of finances; supervising entry of accounting transactions; completing financial statements and supporting documents; and advising clients on purchases of software, hardware, and computer services.