Samuel Smilie has over 15 years of experience in customer service, client relations, process management, and computer support. He has a Master's in Business Administration and certifications in Microsoft systems. His career includes positions as a Technical Support Supervisor, Process Analyst, and Systems Analyst for various companies, where he managed teams, developed processes and reporting, and provided technical support to customers. Currently he works in various contract roles involving technology installations, training, and sales.
The Desktop Support Administrator role is to provide a single point of contact for end users
to receive support and maintenance within the organization's desktop computing
environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all
hardware and equipment (including but not limited to PC, terminals, printers and scanners)
to ensure optimal workstation performance. The person will also troubleshoot problem areas
(in person, by telephone, or via remote access) in a timely and accurate fashion, and provide
end-user assistance where required.
Apply for job: www.uniquestaffingservices.com
Technical Resume for Melvin D. Gooden. Seeking desktop support opportunities in the Houston, Texas area. Microsoft Certified professional with experience in diverse environments.
Grab a seat at the table and get a firsthand view into how you can improve upon your initial implementation of Primavera Unifier as an Enterprise Solution for the administration of projects. You’ll see what the Post-Implementation Phase can turn into and how the User Experience can be improved. You’ll also learn how alternative technologies can augment the use of Unifier; further benefiting the project.
Referenced: www.p6academy.com
Source: http://coll15.mapyourshow.com
KSA examples provide you with an insight into how you should phrase your statement about your knowledge, skills and abilities. Examples we provide on our site will show you the correct and incorrect way in which to show yourself off to employers in the best light.
The Desktop Support Administrator role is to provide a single point of contact for end users
to receive support and maintenance within the organization's desktop computing
environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all
hardware and equipment (including but not limited to PC, terminals, printers and scanners)
to ensure optimal workstation performance. The person will also troubleshoot problem areas
(in person, by telephone, or via remote access) in a timely and accurate fashion, and provide
end-user assistance where required.
Apply for job: www.uniquestaffingservices.com
Technical Resume for Melvin D. Gooden. Seeking desktop support opportunities in the Houston, Texas area. Microsoft Certified professional with experience in diverse environments.
Grab a seat at the table and get a firsthand view into how you can improve upon your initial implementation of Primavera Unifier as an Enterprise Solution for the administration of projects. You’ll see what the Post-Implementation Phase can turn into and how the User Experience can be improved. You’ll also learn how alternative technologies can augment the use of Unifier; further benefiting the project.
Referenced: www.p6academy.com
Source: http://coll15.mapyourshow.com
KSA examples provide you with an insight into how you should phrase your statement about your knowledge, skills and abilities. Examples we provide on our site will show you the correct and incorrect way in which to show yourself off to employers in the best light.
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.
Samuel Smilie, MBA page 2 of 3
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