Maya Smith Email & Phone Number

Herndon, Va, Us

Develops and maintains Standard Operating Procedures and instructional materials to improve the processes for managing classified conference and meeting roomsPerforms scheduling and setup for secure call and video conferencesAssesses, recommends, and supports secure communications upgrades and technology refresh for approximately 300+ end-user devices shared by over 1000+ usersManages user account creation, modification, and deletion of user accunts in Microsoft Active DirectoryCreates and issues Public Key Infrastructure Smart Cards for classified and unclassified networksAssesses and validates Classified user requirements for new item requests, research and recommend technical solutionsNew workstation setup including networked desktop/laptop, printers, scanners and switchesMaintains and troubleshoots computing and peripheral devices (e.g., keyboard, video, mouse (KVM), multi-function print devices (MFP/MFD), thin clients, secure telephones, video teleconferencing systems, and monitors) for all networksManages and updates client support tickets in ServiceNow ITSM environmentProvides Tier 1 and 2 Service Desk support for classified users request for assistance and problem resolutionProvides secure voice, video setup, configuration and troubleshooting to agency users and systemsInstalls new or replace secure communication equipmentMaintains and reports ClassNet inventory and change to the O&M service provider’s Asset Management staff, DoS, and others as requested

• Led various IT systems development projects focused on evaluating, developing, and implementing information systems while influencing individuals to work toward mutual goals.• Identify and propose solutions and guidance for product improvements while leveraging technology for best practices.• Conduct risk assessments and cost benefit analysis for IT infrastructure projects to ensure security of automations and insfrastructure.• Gather requirements and conduct Earned Value Analysis and Composite Risk Management in order to track project progress and communicated with senior leaders on decision points.• Provide data and cost-driven recommendations to upgrades and changes to current and future releases of applications software, hardware, and end of life tech refreshes.• Coordinate projects with interagency infrastructure to resolve critical and complex information technology issues while assessing the organizational readiness for change and awareness of trends. • Develop technical documentation and comprehensive plans to maintain enterprise servers and systems to maintain optimization of existing architecture. • Implement IT strategies to ensure projects meet technical requirments and are on schedule and within the budget utilizing project management tools to track project performance and schedule adherence.• Conduct long range planning and analysis of information assurance systems and integration into emerging projects and programs.• Responsible for the successful installation, operation, and maintenance of information technology systems within a Controlled Access Area with cleared personnel for high-level meetings, • Collaborated with management to employ change and successfully contracted, procured, and engineered remote communications packages, worth $300,000, that enabled telework capabilities for 100 employees during the Covid-19 pandemic.

• Monitor call queue; provide daily back-up call support to Operations; take escalated calls• Conduct triage on outages and work with all support teams to determine root cause• Document, update, and resolve escalated remedy Service Requests (SR) and Incidents (INC) from Operations; Escalate unresolved SR/INC to Engineers• Coordinate and communicate outage with DoS Enterprise Operations Center; provide timely updates to Senior Watch Officer(s)• Serves as the initial technical escalation point for the Service Desk to troubleshoot BlackBerry, XenMobile (MD), iOS and other mobile technology issues and/or outages• Manage all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to Engineering Support are well documented and followed up on• Adhere to and follow the standard operating procedures (SOP) used to support the Operation Center activities Maintain and Update Documentation (e.g., User Guides, SOPs, and FAQs).• Monitoring Remedy queue and Queue Monitor Tool to address escalated tickets related to BlackBerry and/or Remote Access service issues

• Demonstrate a working knowledge of Microsoft Windows system administration tasks, such as Group Policy, Active Directory, Windows Server 2008 / 2012. • Administer Active Directory to manage user accounts, and Organizational Units.• Administer and monitor devices via Mobile Device/Application Manager Consoles (MDM/MAM) and Blackberry Enterprise Servers (BES 5, BES 10).• Technical support for remote connection services with RSA, Citrix, and SCOM monitoring tool. • Ensuring mobility/ remote implementations are in line with security policies and government standards.• Utilize System Center Operations Manager (SCOM) to monitor, track, analyze, and respond to system alerts.• Document, update, and resolve escalated remedy Service Requests (SR) and Incidents (INC).• Managing Remedy queue and Queue Monitor Tool to address tickets related to BlackBerry and/or Remote Access service issues, ensuring that all critical and VIP requests are resolved promptly and efficiently.• Conduct triage on outages and work with all support teams to determine the root cause.• Coordinate and communicate outage with DoS Enterprise Operations Center; provide timely updates to Shift leads and Senior Watch Officer(s).• Adhere to and follow the standard operating procedures (SOP) used to support the Operation Center activities Maintain and Update Documentation (e.g., User Guides, SOPs, and FAQs).

Troubleshooting computersRe-imaging ComputersExporting computers to library floor for public use

Winston-Salem, Nc, Us

Juneau AlaskaUsed Data from snow pits to analyze isotopes. Isotopic Research on the icefield.

Created a program in Java to analyzing stock data using multi- dimensional scaling.

Created a program using MATLAB to implement a variogram to krig different flight paths taken.

Created a program implementing Google Earth to located Echograms through flight paths.

Doctor Of Science, Information Technology

Master Of Science (M.Sc.), Information Technology

Bachelor Of Science (Bs), Information Technology