Lance Smiley Email & Phone Number

Desktop Support for the FAA.

Supervised 25 technical agents in providing best-in-class customer service and technical support to external customers regarding hard drive and software problem inquiries.- Coached agents on technical and procedural matters to ensure customer service inquires are accurate and complete providing excellent support to customer base. Provided coaching and assistance to agents on technical and procedural matters. Assisted agents by taking customer escalation calls.- Managed agent metrics and provided solutions to improve metrics including call handling times, availability times and Customer Satisfaction Scores.- Provided agent performance reports and evaluations in one-on-one meetings. Provided conflict resolution and disciplinary actions when required.- Participated in the Homecoming Project for the Customer Call Center including interviewing prospective agents, assessing their abilities and making recommendations for job offers. Also coordinated with IT Help Desk to get all new agent accesses in place before starting work.

Provided best-in-class customer support for Seagate external customers, troubleshot Mirra Personal Servers, customer network issues, customer firewalls and anti-virus compatibility issues, hard drive problems, operating system installations, compatibility issues, Seagate and Maxtor software provided with hard drives, etc.* Provided quality customer service and support, responding to incoming phone calls and emails from customers seeking assistance with various problems regarding their hard drives.* Provided value to the team through participation in multiple projects including Website Usability Committee, Disc Drives Saved team, Surveys and other projects as assigned.

Managed the Bank’s business continuity plan for 54 locations throughout the state of Oklahoma. Ensured the IT policies and procedures were in compliance with the numerous banking related regulations and laws such as Sarbanes-Oxley (SOX), Gramm-Leach-Bliley and FFIEC.- Coordinated and performed the rewrite of the company-wide Business Continuity Plan.- Managed the maintenance, training, and testing of the plan. Documented strengths and weaknesses of the plan- Oversaw the development of an in-house Disaster Recovery Hotsite.- Conducted system security reviews.- Reviewed and revised information security of Bank systems; performed departmental security reviews. Wrote policies and procedures.- Acted as liaison with regulators and auditors.

Supported an 800 user/employee Bank with 54 remote locations throughout Oklahoma. Coordinated major cabling installations, and performed small cabling installations.- Coordinated large hardware and software deployments.- Troubleshot NT and Novell networks.- Installed and troubleshot numerous applications.

Supported a 700-user call center for Credit Card Collection company, providing over-the-phone support of trouble calls, desktop support and troubleshooting software and hardware configuration problems. - Assisted Network Administrators in diagnosing and troubleshooting Novell and NT network problems in a combined environment.- Repaired and/or replaced hardware components on IBM clone computers.- Supported many proprietary Visual Fox Pro and VB software programs.- Coordinated and executed employee and departmental moves. Coordinated desktop support for total building move.- Assisted users with Microsoft Office, Outlook and other third party programs. Pulled and terminated CAT5 network cable.

Supported 3,000 plus users in three locations around Oklahoma City. Installed computers and software. Troubleshot systems including NT network, hardware and software configuration. Maintained hardware and configuration on a Unix based reservation center system.- Coordinated and executed movement of employees and departments including supervision of fellow workers and contract labor.- Assisted in setting up and maintaining NT and OS/2 servers.- Had extensive dealings with corporate helpdesk representatives.

Mba, Business Administration

Currently enrolled in the Masters of Business Administration accelerated program. Completed 12 credit hours with a 3.47 GPA currently.

Bachelor, Radio And Television

Graduated Cum Laude with a Bachelor of Arts, Major - Radio/Television, Emphasis - Audio Production