Jenifer M Smith Email & Phone Number

Deerfield, Illinois, United States

• Led a team of up to 15 IT Service Desk 2nd level support professionals and up to 20 off shore support agents• Managed process improvements plans, performance reviews, goal setting based on KPI’s, on-boarding and off-boarding• Created and maintained SOPs and Run Book of operations• Collaborated with Managed Service Provider leadership regarding training plan and process to keep Run Book current• Managed PMLC for MS Teams rollout• Managed PMLC for annual laptop and desktop refresh using ServiceNow asset module• Managed PMLC for annual printer refresh using ServiceNow asset module• Trained staff on ITSM framework and various modules in ServiceNow ITSM suite• Trained staff on user access processes• Responsible for compliance with internal IT controls and SOX• Assisted in migration of HP Service Manager ITSM to ServiceNow ITSM• Assisted with P1 incident escalation & communication process in ServiceNow• Maintained software and hardware inventory in ServiceNow • Collaborated with HR recruiting team to improve on-boarding processes and instructions for hiring managers• Conducted various lunch & learns on new technology• Acted as hands-on technical resource for L2 team and other IT resources• White glove service to executives, as needed

Deerfield, Illinois, United States

Deerfield, Illinois, United States

Palatine, Illinois, United States

Inside Sales Manager - Data / BlackBerry Handheld Sales, 2006-2011Managed inside sales team and Client Services group that supported regional and national corporate customers; sold and supported mobile data services and equipment, and provided technical support and superior customer service to all customers. Developed and prepared Request for Proposal’s from potential/existing corporate customers. Acted as liaison with other departments to facilitate proposal process to ensure timely delivery to customer and sales team.Account Manager - Data / BlackBerry Handheld Sales, 2004-2006 Developed new leads and generated appointments; responsible for meeting or exceeding assigned sales quotas of BlackBerry Data products and services for entire U.S. Created and delivered end-user BlackBerry training materials and support for existing customers. Prepared RFP’s for potential new customers, detailing coverage areas, support, and return on investment. Attended Data and Client trade shows to promote data sales and customer contacts.

Schaumburg, Illinois, United States

Implementation Specialist / Consultant, Sales Systems and Support – Business Integration, 2001-2004Served as project manager lead/liaison between business and IT teams – Monitored, tracked, planned, communicated, and resolve issues, and executed to ensure successful Billing/Point of Sale conversions. Converted 95 retail stores, 900 indirect/agent locations, and three business sales locations to new directional Point of Sale system in 2003. Monitored planning and assisted with work activities from each functional group to ensure coordination and successful deliverables. Developed and monitored conversion project plan / task list to ensure timely completion of all conversion-impacting items. Supported post-conversion “lessons learned” planning sessions.National Accounts Customer Service Manager, 1999-2001National Accounts Assistant Manager, 1998-1999Managed National Accounts Customer Service Group that supported regional and national corporate customers; sold cellular services and equipment and provided technical support and superior customer service to Fortune 500 customers. Developed and prepared Request for Proposal’s from potential/existing corporate customers. Acted as liaison with other departments to facilitate proposal process to ensure timely delivery to customer and sales team. Managed monthly financial schedule, including paper bill payments, GTE TSI, and other carriers’ Mabel payments.National Accounts Coordinator, 1997-1998 Acted as single point of contact to coordinate cellular inbound and outbound referral needs. Facilitated service and equipment needs of Ameritech’s multi-region and national account customers. Coordinated service between national customer, end user, carrier, GTE TSI, and corporate account managers.Quality Assurance Analyst, 1996-1997Ensured customer satisfaction through performing offline support within billing system.