Keisha Jones Smith Email & Phone Number

New Bern, North Carolina

New Bern, Nc

Provide operational support for the Information Systems department; Handle help desk calls by triaging problems, recording all pertinent information into Numara Track-It and assigning/escalating to the appropriate technician and/or analyst as necessary.

New Bern, North Carolina

Provide exceptional customer service. Assist and complete tasks such as mark-ups, markdowns, updating displays for new merchandise and maintaining a great environment for the customers. Achieved Stellar Seller twice during the last quarter of 2013.

Davie, Florida

Farmers Ins. Group Parent Company Zurich Financial Services outsourced I.T. Infrastructure to CSCDuties and Responsibilities:* Provided monitoring support for the IBM iSeries AS400 Systems(production and backup site) with emphasis on completing the nightly batch process cycle to meet the System Availability Service Level Agreement of 7am eastern time; maintain departmental goal of 99.8% system availability .* Performed system enhancements and deployments ( ISO Loads and POLK Updates) after the batch processing but before system availability (as time permitted)* Utilize the following applications: MS Word (Daily Turnover Log and Goodmorning Report), MS Excel (Batch Job Time Log), MS Outlook/IBM Lotus Notes ( Email Goodmorning Report) and IBM Sametime Instant Messaging(communicate with End Users and Colleagues) to ensure departmental goal of 100% quality and transparency* Provided training of selected third shift duties to the new off shore team of 10 on a rotating basis within a limited window of 4 months.* Provided training of additional third shift duties (system enhancements/deployments) to Farmers Production Control team of 2 in a limited window of 2 months; ensured documentation was updated with the addition of screen shots for easier transition.

Davie, Florida

Duties and Responsibilities:* Successfully achieved the following titles: Distribution Clerk, Junior Computer Operator, Computer Operator and Senior Computer Operator during 16 years of service; completely ran the third shift alone with no onsite supervisor/management during the last 5 years of service.* Provided monitoring support for the following platforms: UNISYS ClearPath, IBM AS400 825, IBM AS400 iSeries i5 and IBM AS400 POWER 6 with emphasis on the completing the nightly batch process to meet System Availability Service Level Agreement at 7am Eastern Time.* Conduct high volume printing via Xerox Docutech and Nuvera 120/144 printers with emphasis on date sensitive documents be delivered to company mailroom for processing to meet USPS deadline of 12 noon eastern.* Monitored the server and network environment via the Nagios Monitoring System to ensure quick response to critical issues by contacting the Helpdesk; maintain departmental goal of 99.8% availability.

*Packed and shipped output via FedEx Shipping Manager*Organized filing system.*Created a filing system for customer orders & vendor receipts.*Perform tasks via Microsoft Outlook.*Operate photocopier

Bachelor'S Degree, Business Data Processing

Executive Certificate, Project Management

Master Certificate, Project Management

Diploma, General Studies

Activities and Societies: Member of FBLA 1986-1989 Vice President, Senior Year