Stacy Smith Email & Phone Number

Leawood, Kansas, United States

Delivered a vast level of remote and onsite IT support to hundreds of non-technical external clients. Managed calls, emails, and self-ticketing system to respond to the technical needs of our external clients. Researched and resolved client issues independently in a courteous, expeditious, and professional manner. Performed computer set-up and configuration (domain and Azure AD joined) with client specific applications. Engaged and managed vendors for specific technical support. Performed rotational “on call” after hours duties. Followed client specific documentation for on-boarding and off-boarding of employee accounts. Proficient in Kaseya/Surveyor, LogMeIn, and Windows Quick Assist for remote access into client computers for support. Performed O365 administration including user, groups, teams, shared mailboxes, and distribution list creation. Managed client email security solutions using ProofPoint, Barracuda, and Microsoft. Managed and configured client MFA platforms including Microsoft Entra ID /Azure AD and DUO security. Configured VPN access at software and firewall level. Administered conditional access policies. Managed physical and virtual servers for maintenance, updates, and disk expansion. Proficient in AutoTask ticketing system, Auvik’s cloud-based network and monitoring tools, and domain administration – creating user accounts in Active Directory with assignment or permissions rights. Supported client’s printing and scanning solutions. Created and updated client specific documentation using ITGlue depository. Trained new employees on SE job roles. Lead SE’s with ticket resolution and customer satisfaction scores.

Olathe, Ks

• Systems administration of Microsoft Windows servers running Active Directory, Exchange, SQL Server, Share Point, and IIS.• Multi-tenant cloud compute virtualization using VMWare.• Administration of server backup and restore solutions including CommVault and Veeam platforms.• Web Application Management including SSL Certificate administration of over a thousand websites.• Experienced in IIS, DNS, DHCP, SMTP, POP3, and Exchange administration.• Experienced in Service Now and ConnectWise Ticketing System platforms.• Interface Monitoring Administration of Science Logic (Atlas) and SolarWinds platforms.• Domain administration – Creating user accounts in Active Directory with assignment or permissions rights. • Lead of Operation Administration Team.• ITIL Foundation Certified.

Olathe, Ks

Primary Responsibilities (include both daily routines and incident response-type tasks):I. Website Migration: a. Moving requested data between Development, Test, and Production sites. b. Troubleshooting issues including: web config. changes and application pool restarts. c. Updating website settings (such as anonymous access, windows authentication, and .NET framework).II. Website Builds a. Reserving internal and external IP addresses in the IP database b. Assigning internal and external IP addresses to corresponding servers and DNS assignment. c. Creating site components on each server. d. Working with ASOcloud Network team to create firewall rules. e. Installing SSL certificates to those applicable sites. f. Verifying functionality.III. Active Directory a. Building new accounts for users. b. Updating, resetting, and, removing user accounts. IV. MoveItDMZ ( file sharing service) a. Creating user accounts. b. Creating new folders per user requests. c. Updating user settings to accommodate needs. d. Troubleshooting user issues.V. RDP access to AOScloud hosted servers a. Building user accounts for RDP access b. Granting users RDP access c. Scheduling disable of RDP access d. Troubleshooting RDP access issues VI. Extending server drive space for requesting customers.VII. Trend Micro Antivirus a. Activating and deactivating Trend on customer servers for testing and issue resolution.VIII. Performing client DNS requests.Relevant skills (technology-specific): Active Directory, IIS, Server (2003, 2008, 2012), CommVault Simpana Backup and Recovery, VMware. Current certifications: VMware Certified Associate: Cloud, Data Center Virtualization, and Workforce MobilityITIL Foundation Certificate in IT Service Management

Gardner, Ks

Managed, scheduled and monitored the quality and productivity of technical support frontline group ensuring service level targets and objectives meet or exceed targets. Manage telecom billing optimization for all executive level accounts.Provided and developed training/awareness to internal and external customers of all new products and enhancements prior to implementation.Supported 24/7 organization with account management "on call" monthly.Resolved customer concerns on escalated issues to initiate proper resolution of customer's issues, while building a positive relationship and maintaining customer loyalty.Developed and implemented new and existing processes for the frontline associates to improve the customer experience and increase workforce productivity.

• Managed multiple Embarq/Sprint Vendor contractor personnel and installation teams to ensure timelines, performance targets and contractual budgets met agreed terms and conditions.• Managed restoration of remote test units through field service teams and coordinated with various switching elements while providing technical support to ensure all customer trouble reports maintained 48 hour clearance targets.• Developed and administrated training for web based trouble reporting database.• Partnered with multiple business units to streamline dispatching technicians through various network teams.• Established inventory system within the test unit support team to track and ship cards to support cost savings initiatives.• Assisted internal customers through extensive internal telecommunications knowledge of circuit design, central office equipment and end user hardware.

Provided support for local telephone service customers by offering solutions and recommendations for meeting their daily telecommunication needs. Examined high-end customer bills to consolidate and offer special billing solutions.