Latashia Smith Email & Phone Number

• Provide support for One Legal's production applications and services through a ticket management system, including the One Legal Platform.
• Ongoing development in maintaining comprehensive knowledge of One Legal products, customers, and support processes to ensure successful support across all One Legal applications.
• Analyze and troubleshoot production issues, coordinate with relevant teams to determine root causes, and resolve issues within SLAs.
• Test and review reported issues, utilizing system logs and development tools to diagnose problems.
• Work closely with the Engineering team to isolate and resolve issues and communicate regularly with integration partners to support and address concerns.
• Monitor production systems proactively to identify and mitigate potential issues, and implement, review, and update monitoring tools for accurate alerting.

• Provided first level application support by working closely with end-users to troubleshoot, reproduce, and resolve reported issues.
• Evaluated and isolated unresolved problems and escalated as needed internally or to software vendors.
• Identified trends and performed root cause analysis.
• Assisted in daily, monthly, and quarterly support and operations of applications and interfaces including Jesta, Warehouse Management System, SAP, and Tidal.
• Worked as part of project team to aid in the rollout of new applications, upgrades, and enhancements.
• Assisted in planning, UAT, and managing timelines and tasks as needed for these projects.

Carlsbad, CA

• Provided Level I and II help desk application support to end users. Applications include, but weren’t limited to Personify, Microsoft Dynamics, DocLink and Management Reporter.
• Provided business analysis and process improvement support for departments within the company that use association wide application software.
• Worked with staff to troubleshoot application issues. If issues could not be resolved in-house, worked with outside vendors to attempt to resolve end user issues.
• Tracked and prioritized company’s application support requests for resolution through in-house and outside resources. Requests included, but were not limited to, creating data pulls and custom reports, database.
• Upgraded software packages as requested. Worked with vendors to ensure upgrades flow seamlessly without interrupting end-users’ daily functions. Worked to troubleshoot any issues that may arise after upgrades occur.
• Assisted IT staff on-site at annual trade shows with equipment setup, end user support, software and system support, show maintenance and post show support.

Arlington, Virginia, United States

• Provided database support to AUSA staff and customers in Personify AMS database.
• Performed queries using Personify database to ensure database reflects current customer and accounting information.
• Performed database testing for various software upgrades.
• Acted as liaison between AUSA and TMA Resources. Worked in conjunction with vendor to troubleshoot any issues that may arise with Personify, if issues could not be resolved in-house.
• Administrator for Microsoft Dynamics database. Responsible for routine accounting integrations for Finance and Accounting Director, system administration, and resolving system issues.
• Acted as liaison between AUSA and BroadPoint Technologies, a firm used to handle AUSA accounting software. Worked with BroadPoint to troubleshoot any issues with Dynamics database, if issues could not be resolved.

Washington D.C. Metro Area

• Worked closely with the Director of the AWS Clearing Team and Project Manager to ensure accurate tracking of the lifecycle of the wireless spectrum clearance project.
• Used MS Project work breakdown schedules to capture data related to the progress of the project and each assigned task, estimated the duration or time needed/allotted for completing each assigned task, created risk.
• Responsible for maintaining, updating, and querying MS Access database pertaining to the clearance of wireless spectrum acquired from various Federal government agencies.
• Liaison between 1.7GHz Clearing Team (located in Washington, DC) and 2.1GHz Clearing Team (located in Bellevue, WA). Routinely updated both teams on the status of T-Mobile’s clearing efforts to date via email, MS Excel.
• Liaison between T-Mobile’s AWS Clearing Team and Federal government agencies affiliated with the wireless spectrum-clearing task. Coordinated with various government personnel in regard to data analysis submissions for.

Computer And Information Sciences And Support Services

Associate Of Science - As, Computer And Information Sciences And Support Services, 3.93