Sylvester Smith Email & Phone Number

Arlington, Va, Us

Lead a multifunctional team of Systems Engineers responsible for hardware and software systems integration, verification, and testing of simulation trainer stations, full motion trainers, and flight training stations. Evaluate business requirements against cost, schedule and technical constraints.Support project planning activities including proposals, estimates, and scheduling.Guide team’s work by applying agile principles, practices, and processes.Manage personnel and team developmentSet expectations, performance, and compensation of direct reportsCoach employees on technical, functional, team skills, and career goals.Collaborate with various functional areas including, engineering, technology, software development, security, finance, program management, and agile functions.Lead hiring activities, staff forecasting, and staffing to plan.Perform control account manager (CAM) task within earn value management to manage cost, schedule, and execution of all programs and cost accounts within the team.

St Peters, Missouri, Us

Operating our brick and mortar store, Deal Street Overstock Outlet at Mid Rivers Mall.

Purchase, Ny, Us

Led global teams responsible for developing and delivering customer-facing technical content, including user guides, implementation guides, release documents and online help. Teams published 150+ content updates monthly. Supervised 25 employees on 4 teams, including 22 content writers and 3 managers. Built out embedded resource models for new products. Managed several vendors related to content development and localization. Identified and coordinated training for staff. Responsible for overall strategic direction, setting goals, tracking KPIs via dashboards, ensuring content was seen as a value add by all customers.• Increased external customer satisfaction 10% year over year for 2021.• Cultivated strategic relationships with business partners, product owners UX teams, and customers, ensuring accurate, user-friendly information was delivered in a timely manner while keeping consistent branding.• Led efforts to migrate customer-facing content to new delivery platform, retiring an outdated legacy platform and delivering the project on time. Utilizing various process improvement methodologies including Design thinking, personas, process mapping, customer journey mapping, etc. • Oversaw transition and adoption of new technology, including the new content management system and request intake system, improving usability, functionality, and workflow capabilities. Used Design thinking, process mapping, customer journey mapping, etc. • Developed content services dashboard, resulting in analysis and reporting capabilities. • Worked on cross-functional teams to monetize technical product documentation through value added services.• Worked with acquired companies to integrate content writing teams, establishing operations processes, resulting in standardizing processes, seamlessly onboarding new employees, and ensuring a consistent customer experience.• Developed new processes and improved existing ones, creating efficiencies while saving costs.

Purchase, Ny, Us

• Serve as Mastercard’s Ambassador for City Possible (February ’21 to present) – Managed partnerships and small business initiatives with local/national community organizations (WEPOWER, Small Business Empowerment Center, Center for African American Business Acceleration, Washington University, Block [formerly Square]).• Participant in Mastercard’s Pro Bono Program for Racial Justice (2020) – Delivered 5-Year Strategic Plan for New York Urban League.• Developed and managed several relationships with community organizations for Mastercard initiatives (INROADS, Color Coded Kids, Cyber Patriot, Junior Achievement, LaunchCode, National Council for Negro Women). • Partnered with Mastercard’s Recruiting teams on the following initiatives.- Developed and managed relationships with educational institutions, including Jackson State University, Howard University, Atlanta University Center Consortium (Clark, Spellman, Morehouse), St. Louis Public Schools, Jennings School District.- Diverse Recruitment Advisory Committee (2019-Present).- Ongoing recruiting event participation – Most recent was AfroTech 2020.- Intern coordinator for Operations & Technology interns (2017).- Coordinated intern mentor program for Black interns (2014-2020).- Led efforts for diversity hiring events. • Partnered with several Mastercard executives on community and social impact initiatives (2010 – present).• Served as co-chair on the St. Louis Chapter of Leading Employees of African Descent (LEAD) Business Resource Group Steering Committee (2015-2021), Committee Member since 2010.• Served on United Way Allocations Panel (2013-2018).• Led efforts for financial literacy education within community organizations.• Mobilized volunteers and organized outreach events.

Purchase, Ny, Us

Led Service Assurance Team of 9 employees responsible for training the operations staff, documenting processes and procedures and onboarding new product support services. Recruited, coached, developed, and motivated employees. Managed talent planning, performance management and employee relations. Drove closure/resolution to audit/compliance findings. Managed project and new growth budget. Provided forecast and estimates for capital, expense and nonlabor.• Led smooth transition of support services for new products and services to the OCC by collaborating with application owners and business operations teams. Process mapping techniques used. • Managed several teams in the redesign and implementation of global operations support processes, increasing efficiencies and improving customer issue resolution time.• Established a proper alert management system to proactively resolve issues and minimize down time.• Responsible for reporting and analysis of incident and problem data.• Originated and implemented gating process to ensure support processes, procedures, documentation, and training were sufficient to support products and services. Process mapping and journey mapping methods used.• Managed interpreter service vendor, ensuring service level agreements and quality standards were met.• Created and drove the implementation of a new formalized training process structure, resulting in quickly onboarding new employees and training all employees on new services. Process mapping methods used.

Purchase, Ny, Us

Managed third-level engineering team and second-level desktop technicians, supporting global corporate IT services (10,000+ users). Managed global deployment projects, including planning, forecasting, and budgeting for software and platform upgrades. Planned and developed application and technology platform roadmaps. Drove continuous service improvement for client engineering and support teams. Defined, tracked analyzed essential KPIs and metrics. Managed third-party global IT services vendor. Oversaw training and support documentation development.• Grew successful teams of FTEs, contractors, and staff augmentation, improving skill sets and team performance.• Drove remediation activities in various vulnerability instances in collaboration with the Security Operations Center and Windows Server Technical Services.• Led ongoing operations process improvement initiatives utilizing Lean Six Sigma, Process mapping, etc. • Directed the implementation of new technology offerings including MacBook and Surface hardware platforms, ensuring successful operational transition to all support groups and other stakeholders.• Led project teams in planning IT systems integration of software and processes for mergers and acquisitions, including analysis, requirements, project management, resource planning, logistics and communication plan.• Responsible for various reporting, analysis, and dashboards for IT services and incident response.

Purchase, Ny, Us

Led ongoing problem management, incident management, and knowledge management initiatives with platform subject matter experts to create synergies in IT support. Responsible for all ITSM support processes for all of Mastercard. Trained global customer support and technical support teams on the ITSM processes and ITIL-based ticketing system.• Acted as a key member of cross functional project team to select and implement global ITSM system.• Improved efficiencies, reduced resolution time and avoided recurrences by leading a project team to design and implement problem management, knowledge management and incident management processes. Process mapping, journey mapping, and Six Sigma methods used. • Led team in integrating the ITSM processes into various modules of the service management system, delivering the implementation on time. Utilized workflow mapping and personas methods and tools.• Improved support services for various products, including SmartData and InControl, by engaging with those teams, understanding their existing processes, removing redundancies, and establishing new procedures. Lean Six Sigma methods used.• Reduced occurrence of incidents and defects in the environment by executing proactive problem management and trend analysis, and by utilizing Six Sigma methods. • Responsible for overall IT Service management dashboard, including incident, problem, and knowledge management.• Introduced and gained adoption of new global IT service management processes, receiving buy in, feedback and accountability from key stakeholders.

Purchase, Ny, Us

Windows Global Server Services. Installation, configuration, and administration of Windows Server 2003 and 2000. Citrix environment configuration/administration. VMware Virtual Server Administration

Purchase, Ny, Us

Supervised internal Helpdesk providing desktop support in a Windows environment supporting 5000 worldwide users.

St Charles, Missouri, Us

Consulted at MasterCard providing desktop support for over 2500 users in a Windows environment.