Joel Smith Email and Phone Number

Oversees the training function ensuring the professional development of employees in departments delivering service to Integris' customers. Coordinates training initiatives with internal and external resources. Create and manage a scalable budget for training needs. Evaluates the effectiveness of all training programs managed. Provide leadership and guidance to our internal training team and subject matter experts. Collaborate with internal stakeholders, partners, and vendors to optimize training opportunities with the most cost-effective, quality driven means.

• Developed annual strategy for FID Training department that directly aligned with organizational goals and objectives• Created a defined method for managing an almost $400K budget focusing on allocating specific resources based on defined roles which made budget planning scalable• Selected, negotiated with, and managed external vendors for resources needed to support FID training programs, including external content providers and training creation tools• Collaborated with stakeholders to design, develop, deliver, and improve training programs for OJT, Tier II, & Tier III training programs resulting in 100% success rate for 112 OJT, 17 Tier II, & 4 Tier III graduates• Fostered a culture of continuous learning by running the FID Promissory Note system resulting in 188 professional certifications being achieved• Integrated inhouse certified trainers to increase frequency of and open availability for leadership training opportunities (DiSC and Situational Leadership II), while reducing overall costs of training delivery by over $58K• Evolved CalTech University to include new learning modalities including a learning management system, audio book and eBook libraries, which allowed for tracking of employee learning and easier access to learning resources for employees• Incorporated soft skills topics to Integris New Hire Training including 5 Dysfunctions of a Team, Everything DiSC, and the Situational Leadership II model• Delivered compliance training for HIPAA and GLBA to all employees maintaining records for compliance and auditing purposes

• Developed annual strategy for FID Training department that directly aligned with organizational goals and objectives• Created a defined method for managing an almost $400K budget focusing on allocating specific resources based on defined roles which made budget planning scalable• Selected, negotiated with, and managed external vendors for resources needed to support FID training programs, including external content providers and training creation tools• Collaborated with stakeholders to design, develop, deliver, and improve training programs for OJT, Tier II, & Tier III training programs resulting in 100% success rate for 112 OJT, 17 Tier II, & 4 Tier III graduates• Fostered a culture of continuous learning by running the FID Promissory Note system resulting in 188 professional certifications being achieved• Integrated inhouse certified trainers to increase frequency of and open availability for leadership training opportunities (DiSC and Situational Leadership II), while reducing overall costs of training delivery by over $58K• Evolved CalTech University to include new learning modalities including a learning management system, audio book and eBook libraries, which allowed for tracking of employee learning and easier access to learning resources for employees• Incorporated soft skills topics to Integris New Hire Training including 5 Dysfunctions of a Team, Everything DiSC, and the Situational Leadership II model• Delivered compliance training for HIPAA and GLBA to all employees maintaining records for compliance and auditing purposes

Responsible for monitoring, managing, and coaching the Tier 1 Field Services Team in a production environment after On the Job Training. Job performance is measured by their team’s adherence to departmental SLO, production, and service goals.Coordinate and lead regularly scheduled meetings to discuss team performance, new policies,and gather feedback; Proactively communicate with customers, Account Managers, Tier Managers, Mentors, and other Engineers to inspect the service levels of the team; Assist the OJT Trainer by continually improving training and closing observed gaps; Attend service/delivery meetings to stay informed of new policies and procedures; Follow up on any issues with CSAT; Dispatch and schedule service and project tickets to engineers as needed via the dispatch portal; Closely monitor the T1 SLO dashboard to ensure SLO targets are met.Perform monthly (or as needed) coaching with individual team members covering the following:i. The value of customer service and the “I can help you” mindsetii. Proper call and ticket handling proceduresiii. Proper ticket escalation proceduresiv. Effective use of real time ticketingv. Finding and documenting pertinent information

Responsible for monitoring, training, and coaching CalTech’s new Tier 1engineers in a production environment after new hire orientation and before they’re released into theTier 1 Service Department.Assist new engineers with proper call and ticket handling; Ensure new engineers follow ticket escalation procedures; Ensure new engineers effectively use real time ticketing; Assist new engineers with finding and documenting pertinent information; Coach new engineers on the value of customer service and the “I can help you” mindset; Assist new engineers in the overall onboarding process and acclimation to company culture; Measure effectiveness of training and uses findings to continuously improve results; Attend service department meetings to stay informed of new policies and procedures; Prep PC workstations for all CalTech employees

Focused on end-user level issues, including computer, printer, and application issues inside and outside of CalTech. Provided customer support both remotely and on-site. Worked as a member of a team on multiple projects including PC replacement projects, network equipment replacement/upgrades, and server installation/upgrades.

Network Systems Administrator ProfessionalThe Network Systems Administrator Professional (NSAP) Program is designed to teach students the knowledge and skills required to work with various computer systems within a business environment. Graduates of this program will know how to oversee the performance of computer systems, maintain system functioning, perform data backups, troubleshoot and ensure network security. They will also learn how to oversee the day-to-day operations of an organization’s computer network and communication system by installing, supporting and managing networks and systems.

Performed network administration of the local area network and wide area network; Maintained networking equipment such as routers, firewalls, switches, servers, network attached storage devices, VM's, Wi-Fi hardware and communication encryption equipment; Performed routine server maintenance including back ups and security patches; Maintained operating systems and security software; Implemented new network architecture; Coordinated and facilitated equipment upgrades and patches of subordinate units; Complied with network security best practices; Developed and led training on portable satellite based network for over 50 personnel; Configured and managed Cisco Unified Call Manager and Cisco Call Manager Express platforms to enable Voice Over IP services to remote sites; Worked alone and as a member of a team; Performed other duties as assigned by Supervisor

Supervised, installed, operated, and performed system maintenance on tactical IP basedhigh speed electronic assemblages; Configured monitoring software to ensure current operations and network access; Administered and configured multiple types of IP based radio systems to create a self-healing communication network; Troubleshot Radio Frequency signal flow to enable transmission from LAN to WAN; Maintained, configured, and operated communication security equipment to guarantee network integrity and security; Developed and led training for subordinate units

Supervised workload distribution for a team of six repair technicians; In processed customer PC's and equipment; Created baseline images and imaged PC's for sales stock; diagnosed hardware and software issues in office and at client sites; performed hardware removal and installation on desktop and laptop PC's; Managed ticketing resolutions and insured work was completed in a timely manner; Contacted customers when work was complete and their equipment was ready for pick up; Worked with little to no supervision at client sites; Assisted managing stock ordering and returns; Handled all equipment Return Merchandise Authorizations, including packaging and shipping; Evaluated customer needs and recommended equipment/software based upon those needs; Maintained and neat and orderly store front to present a professional appearance

Managed kitchen and wait staff in accomplishment of duties; Took customer orders and insured the accuracy of them; assisted kitchen staff in food prep and assembly in a high pressure environment; Conducted hourly food safety checks during shifts to fulfill health code requirements; Conducted daily inventories of food and paper stock and insured all food product was rotated on a first in first out basis to insure freshness of product; Maintained high standard of food prep quality during high business times; balanced daily money drawers and conducted end of day reports and book balancing; assisted in preparing bank deposits; Managed hourly financial goals by balancing sales to payroll costs

Coordinated and Scheduled quarterly property inspections for over 800 properties; Worked independently and conducted property inspections that insured adherence to Texas Rental Codes; Generated reports covering findings during inspections; Immediately notified maintenance department of any emergency maintenance that needed to be conducted; Performed small maintenance tasks such as installing smoke detectors, replacing batteries in smoke detectors, fixing doorknobs and/or locks, replacing air conditioning filters, etc; Notified tenants of upcoming inspections and coordinated inspection time to accommodate their presence if they desired; Streamlined inspection reporting process by creating digital inspection form that could be emailed to property owner; Developed new practices for follow on inspectors to insure continuity of operations

Conducted applicant interviews and managed hiring; Performed end of month inventories for profit/loss reports to corporate headquarters; Motivated employee performance with reward driven sales contests; Decreased paper and food goods loss with waste tracking program; Developed and executed external sales program; Coordinated theme and event nights to drive customer retention and develop raving fans; Performed weekly food inventory and ordering; Conducted new employee training and orientation; Worked as a member of a team to increase store profitability by 15% in the course of six months; Oversaw continuity of operations between shift changes; Managed financial goals by balancing hourly sales with hourly pay roll costs

Troubleshot client issues remotely and on site; Followed up with clients to insure satisfaction of resolution; Utilized Norton Ghost to image client laptops over a network; troubleshot hardware issues and performed hardware replacement; Operated under little to no supervision at remote client sites setting up network equipment, laptops, desktops, and network printers; Performed HP and Dell printer maintenance by installing new fusers, rollers, and pick up kits; Coordinated support times with clients that met their business needs; Input trouble tickets to tracking software, and escalated tickets as needed to higher level of support; Analyzed daily firewall reports for clients and notified network technicians of any suspicious network activity; Logged time spent on customer issues so sales team could appropriately charge against client contracts