Shardé C.M. Smith Email & Phone Number

Arlington, Virginia

• Worked independently and cooperatively with a synergistic team to complete a wide-ranging training in ServiceNow, resulting in earning a CIS-ITSM certification.• Served as Scrum Master, developer, and Jira Administrator on a team project to implement an instance of the ServiceNow ITSM module.• Developed a document to guide future iTech University cohorts through requisite courses for successful completion of the program.

Atlanta, Georgia, United States

• Excelled in a 4-week Project Management cohort with training consisting of Scrum and Agile concepts, Nonprofit Business Analysis, Scope/Deliverables/Scheduling, Closing Projects, and Stakeholder Communications.• Was integral to the success of my group’s final project, serving as the program manager, keeping track of, and reporting on our deliverables.• Attained a Project Management for Nonprofits Certification.

Atlanta, Georgia, United States

• Conceptualized idea for final project showcasing alternative green packaging and secure logistics technology application.• Served as Technical Solutions Consultant to highlight benefits of ServiceNow product and ease of use.• Executed on instructor-led and on-demand curriculum coursework during accelerated 10-week training program. Primary focus on ServiceNow fundamentals and implementation skills. Course included Technical Instruction, Professional Development, and Financial Literacy.• Successfully achieved ServiceNow System Administrator certification (CSA).

Atlanta, Georgia, United States

• Customer service liaison and administrative support for the Marketing and Community Engagement team.• Interacted with public; answering questions, following up and fulfilling requests via chat, phone, and email.• Drafted nonprofit partner agreement documents and ensured all necessary signatures were obtained.• Wrote and sent community service verification letters as requested by volunteers and/or attorneys.• Conducted the initial screenings of prospective nonprofit partners.• Interviewed candidates applying for Hands On Atlanta’s signature AmeriCorps and Civic Fellow Programs.

Atlanta, Georgia, United States

• Served as the HOA Civic Fellow for the Southwest Ecumenical Emergency Assistance Center (SWEEAC).• Recruited and managed 40+ volunteers assisting with SWEEAC’s mobile food distribution each month.• Gained skills in community leadership and advocacy.• Fundraised $700+ for the Civic Leadership Program and the nonprofits served by the Civic Fellows.

Sandy Springs, Ga

• Provided technical support and customer service by supporting Amtrak employees with the functionality of hardware and applications such as, Microsoft Office, Maximo, Citrix, SAP, and RSA.• Performed triage to determine ticket routing and escalation to appropriate support teams.• Monitored service desk queues in SCCD and ServiceNow ticketing systems, responded to email inquiries, received inbound calls.• Updated and created documentation of service desk processes for use in the knowledge database.

Dunwoody, Georgia, United States

• Served as a member of the technical support escalation team for Intercontinental Hotel Group.• Performed troubleshooting and repairs of technical issues related to hardware (including HP workstations and servers), local networks, property and revenue management applications, and secured payment applications.• Supported Tier I agents; providing technical, and ServiceNow ticket/call management advice.• Provided remote training to international support teams regarding new system installations.

Smyrna, Georgia

• Enthusiastically greeted and welcomed guests to the restaurant.• Attended to customer needs in a professional, timely, and knowledgeable manner.• Participated in the general upkeep of the restaurant.

Limpopo, South Africa

• Supported the staff at Thusanang Trust offices in: spreadsheet creation, literacy workshop implementation, and staff support at various off-site community projects.• Planned and carried out daily activities for youth at area drop-in centers.• Created a document detailing available resources at the 100+ pre-schools which the organization supports.• Coordinated an online fundraiser, and two fundraising events which garnered $5,000 dollars.

Chicago, Illinois

• Assisted Southwest Chicago PADS case managers, full-time, with 130 clients per week. Areas included: • Resume writing, job search assistance, client file management, and office reception.• Recruited and led 20 volunteers for a major holiday event.• Managed food donation acceptance and distribution according to critical need.

Greater Atlanta Area

• Provided comprehensive administrative, camper/volunteer/family communications, and camper information file management.• Served as the primary point of contact for volunteers.• Ensured the physical and emotional well-being of nine campers with Sickle Cell Disease.

Greater Atlanta Area

• Marketed the Children’s Education Village (CEV) to various children’s organizations. Successfully registered over 500 youth participants.• Managed the groups’ subsequent registrations and payments.• Served as a supervising intern during the CEV. • Served as Finance Intern in 2007 for multiple departments.