1. SAMUEL SMILIE
43585 Plantation Terrace Home Phone: 571-223-0461
Ashburn, VA 20147 Cell Phone: 301-580-2131
sam@samsmilie.com
Linkedin Profile: http://www.linkedin.com/in/samsmilie
SUMMARY OF QUALIFICATIONS
I am an experienced professional with more than 15 years of proven experience in customer service,
client relations, process management, computer operations and computer support. I have the ability to
work independently and use critical thinking and to adapt to complex and highly volatile
environments.
EDUCATION/CERTIFICATIONS/LICENSE
Master of Business Administration, Concentration in Management, Strayer University, March 2010
Bachelor of Science, Computer Information Systems, Strayer College, December 1994
Microsoft Certified Professional, Issued 2002
PROFESSIONAL EXPERIENCE
.
Various Contract & Nonpermanent Positions 2009 to Present
• Printer installations with Native Staffing. Installed multi-functional printers, trained
users, and performed desktop mapping to the printers
• Sales with a Verizon reseller and Aflac
Network Solutions 1999 to 2009
TSD Supervisor, 2005 – 2009
• Managed an inbound help desk; personally managed 2 shifts of a 24/7 operation
• Performed annual performance evaluations
• Developed goals and objectives with employees
• Developed and maintained a staffing model
• Coached and mentored employees on goals and objectives and performance issues
• Served as final escalation point in customer service prior to issues being escalated to
development, engineering or management
• Performed testing on monthly software releases to verify that new products and services did not
adversely affect existing ones
• Developed monthly use cases for testing monthly software releases
• Worked with and managed cross-functional teams
• Used analytical thinking to resolve customer problems
Samuel Smilie, MBA page 1 of 3
2. Key Accomplishments
• Developed Reports and Reporting Metrics for measuring employee productivity.
• Developed and maintained minimum staffing model for 24/7/365 operation, performing Work
Force Scheduling among others.
• Kept a high standard on Customer satisfaction level.
• Developed use cases for successful software releases.
• Designed and implemented Help Desk Processes.
• Implemented trend analysis and correction on deviations.
Senior Technical Support Specialist, 2002 –2005
• Provided customer service and support for email and website services
• Common complaints were connectivity issues, sending and receiving issues, and content issues
• My department served as the final customer service department prior to issues being escalated
to engineering and development
• Promoted to Senior Technical Support Specialist in 2004
• Promoted to Supervisor in 2005
Process Analyst, 2000 – 2002
• Documented internal processes for email support. This helped reveal bottlenecks in the
process. I documented the processes using Microsoft Office and Visio.
• Research technology trends using keyword searches on the Internet
• Wrote custom Oracle SQL scripts supporting website templates
Technical Support Representative, 1999 - 2000
• Provided e-mail, chat, and telephone support for customers using the Image Café website
builder tool
• Performed quality assurance on website templates to ensure that new website templates were
properly deployed.
• Provided website design and maintenance using Dreamweaver 4, FrontPage 2003
(11.5516.5606), PaintShop ver 6, and PhotoShop 6.
Image Café (now Network Solutions) September 1999 – November 1999
Technical Support Representative
• Provided e-mail, chat, and telephone support for customers using the Image Café website
builder tool
• Performed quality assurance on website templates to ensure that new website templates were
properly deployed.
Key Accomplishments
• Developed Quality Assurance Plan for Image Café software.
• Developed and Documented Website Inventory Plan.
American Pharmaceutical Association 1997 to 1999
Systems Analyst
• Provided Desktop Support and Application support for an association of approximately 100
employees.
• Provided procurement support for the association. Managed vendors whom we purchased PCs,
printers, and IT supplies from.
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3. • Developed user interfaces using Microsoft Access for users accessing a Microsoft SQL Server
backend
• Trained users on new technology and processes. This was done through one-on-one meetings
and group training sessions.
Key Accomplishments
• Developed Employee Training Plan.
• Developed and lead routine employee training sessions. The Association staff was not used to
client-server software or practices, therefore my training gave them the skills they needed to
work in the new environment.
• Developed and documented APhA IS department policy on document conversions
• Part of the team that transitioned APhA from VAX to client /server technology
PRC, Inc (Now Northrop Grumman) 1993 to 1997
Functional Applications Analyst
• Performed Change Control of software baselines using IBM’s InfoMan CM Tool
• Performed Hardware Configuration Management
• Tracked all project hardware from PCs and accessories to computer boards
• Provided annual report of tracked hardware changes to the government client
Key Accomplishments
• Converted departmental database from dBase IV to Microsoft Access. This was done for ease
of use and portability.
Awards/Citations
Graduated Cum Laude, Strayer College 1994
Eagle Scout, Awarded 1981
Samuel Smilie, MBA page 3 of 3
