Shelton Smith Email and Phone Number

Our mission at Cognizant Karting is to provide underrepresented youth with access to motorsports through education, training, and hands-on experiences, with a focus on STEM (Science, Technology, Engineering, and Mathematics) principles. Cognizant Karting is dedicated to fostering a passion for racing while developing life skills and career opportunities in the broader motorsports industry, helping youth build a pathway to success both on and off the track.My areas of responsibility include but are not limited to:• Leadership & Vision: Set and implement the strategic direction for Cognizant Karting, ensuring alignment with our mission to provide inclusive motorsports opportunities and STEM education.• Board Management: Lead and collaborate with the Board of Directors, ensuring effective governance, financial oversight, and program impact.• Partnership Development: Establish and maintain relationships with key stakeholders, including sponsors, motorsports organizations, educational institutions, and community leaders, to support our programs and grow the organization.• Program Management: Oversee the development and execution of all Cognizant Karting programs, ensuring high-quality experiences for participants and alignment with educational objectives.• Operational Oversight: Manage day-to-day operations, including fundraising, budgeting, and compliance, to ensure the organization’s long-term sustainability and success.

Visionary CEO leading the company in its pursuit of creating more opportunities for individuals to share their stories, fostering reflex empathy in humans, and driving forward the mission of making the world more compassionate and understanding. Responsible for setting and executing the company's strategic goals, cultivating a strong and inclusive culture, and expanding the reach and impact of Experience Relativity.

Lead the transformation of the Support organization in preparation for future growth. Oversee a diverse range of departments, including Sales Success, Tech & Software Success, Research Success, and Client Engagement leading all fiscal, personnel, and operational decisioning. Determine appropriate strategic enhancements and oversee their execution to elevate our client experience. Act as a change agent creating the optimizations including process modernization, technology implementation, and application of industry best practices necessary to realize 2x revenue growth over 5 years. Create and nurture partnerships with key internal stakeholders to commoditize Support interaction data and influence product development.Conduct reorganization activities to create synergies among teams, workflow, and customer experiences. Develop career pathing strategies that present the Support department as a career accelerator providing transferable skills that facilitate growth into the Professional Services, Sales, Content, and Product organizations.

Lead technical and programmatic decisions, efficiently developing, managing, and defending cost parameters and schedule requirements. Conduct acquisition planning and source selection, supporting all business line Directors with technical expertise and support in developing strategic partnerships to pursue and achieve desires IT outcomes.• Develop and implement plans to add and enhance structure, define processes, and ensure consistency of experience for a high performing technical support team remotely located across 4 major people centers.• Create a culture that fosters professional development among existing team members while building partnerships with external departments and organizations to build a bench for the future.• Manage and deploy the site management team to create a sense of accountability and awareness of key metrics and performance indicators to measure progress and enable coaching and development of their direct reports.• Conduct business relationships management meetings with executives and their administrative professionals to ensure the department can meet existing and future requirements.• Implement a communication plan for standard, proactive, and reactive communication to effectively serve executive and admin organizational communities.

Interfaced with Internal and external business partners to develop strategic business development initiatives, coordinating marketing, recruiting, and proposal efforts. Lead a team responsible for delivery of IT Services to 700+ users within the HQ office.• Guided team with existing processes for Incident Management, Request fulfillment, Asset Management, and Access Management• Participated in the planning and execution of major IT initiatives such Windows 8.1 to 10 migrations, Lotus Notes to Office 365 migrations, and implementation of Mac for graphic design and marketing teams• Created focused development plans for existing team member continue career growth internally• Hired through 50% turnover to cover internal promotions because of development plans, implemented ITIL shift for virtual service desk team in the US.

Interfaced with Internal and external business partners to develop strategic business development initiatives, coordinating marketing, recruiting, and proposal efforts. Lead a team responsible for delivery of IT Services to 700+ users within the HQ office. Guided team with existing processes for Incident Management, Request fulfillment, Asset Management, and Access ManagementParticipated in the planning and execution of major IT initiatives such Windows 8.1 to 10 migrations, Lotus Notes to Office 365 migrations, and implementation of Mac for graphic design and marketing teams.Created focused development plans for existing team member continue career growth internally.Hired through 50% turnover to cover internal promotions because of development plans, implemented ITIL shift for virtual service desk team in the US.

Partnered with internal teams to provide qualified 1st and 2nd level support for users in the organization to close incidents and requests involving IT systems in adhere to service levels agreed with end users. Recorded incidents in the ServiceNow repository for documentation and traceability purposes, enhancing continuity and scalability. Developed innovative technical solutions leading to expansion and organizational growth.• Provided support to users in technical matters and answer inquiries remotely, in person, by tele-phone, or via e-mail.• Assigned system access rights and install software and hardware in accordance with procedures, contributed IT services within defined service hours including on-call duties outside regular business hours.• Setup, take down, and re-locate PC systems and various IT equipment, ensured correct inventorying and distribution of IT hardware following the existing rules and guidelines.

Provided onsite support and maintenance for government users within the EITSD desktop computing environment, including Senior Executive Service officials and their staff. Tasked with responding to computer accessibility incidents, provided hands-on guidance in reacting and top tier client service.Installed, diagnosed, repaired, maintained, and upgraded all PC and MAC hardware and equipment to ensure optimal workstation performance. Troubleshoot problem areas remotely, in person, by telephone, or via e-mail in a timely and accurate manner. Provided end-user assistance where required working from tickets assigned in the IT Support ticketing system, Remedy 8Accepted escalations from the Service Desk and support a rotational on-call response for after-business-hours issues.

Repaired customer relationships with Apple products, coordinate repair process for all in-store and 3rd Party vendor repairs. Perform daily inventory counts and reconcile variances, update team on policy and procedural changes. Cross trained new and experienced technicians, translate customer interactions into technical product history.Utilized service guides to diagnose issues with customer equipment, complete repairs on customer equipment including software and component replacement. Maintained in-store use products and tools, including software imaging and troubleshooting calibration equipment, gauged carrying capacity of the team and setting availability for customer appointments.

Managed brand protection through managing vision and purpose of Apple through guiding over 100 employees, leading, inspiring, and developing a high-powered team though ambiguity and frequent change. Lead development groups including scheduling development conversations, experiences, and follow-ups. Collaborated with employees to create learning blueprints based on Lominger Competencies, gathering and presenting from various reporting tools and company initiatives for cross-functional daily store meetings. Managed customer expectations through exceptional situations by resetting expectations and negotiating mutually appropriate solutions. Performed various human resource functions such as new hire paperwork, interviews, and conducting hiring events.

o Craft a one of a kind sales experience for each customer using Apple framework.o Take on particularly complex customer interactions that require strong command skills and interpersonal savvyo Maintain a position in the top quartile of the market for revenue and KPIso Assist in the development of Sales Specialist by coaching on the flyo Use Net Promoter Scores and comments personally and as a tool to mentor sales specialistso Champion new initiatives and product launches as a first resource to the teamo Work cross-functionally with the business team to introduce customers with business needs to Apple’s B2B sales processes