Isaac Smith: IT SUPPORT LEAD in Seaside, CA

Leading 24 Tier 1 and 2 Technicians, Learning Management System Administrators, and Technical Trainers supporting over 7000 students, staff and faculty at the Defense Language Institute in Monterey, CA and DLI-Washington in Fort Belvoir, VA. • Transformed team culture through one-on-one's, team building events, and training opportunities • Created Technician Mentoring program resulting in the promotion of 4 technicians to various positions within DLI and LinTech Global • Led Onboarding Improvement Initiative for Students/Staff/Faculty cutting number of students not getting accounts and tech by class start date to 0. • Introduced and produce Quarterly DLIFC wide IT Newsletter using Microsoft Sway • Elevated Confluence Wiki knowledge base to user friendly format raising daily usage by 20% • Coordinated training for MFA, SharePoint Online, and OneDrive migrations • Wrote Disaster Recovery Plan and Business Continuity Plan for Helpdesk Personnel • Conduct weekly Security Plus study sessions for technicians • Served on Learning Management Software Selection Committee to pick new LMS for DLIFLC • Defined requirements, met with vendors, did market research, and made recommendation to Government for purchase of new Ticketing System

• Transformed Walk-up support Area resulting in a 50% decrease in ticket breaches • Procured UPS Solution for Phone room and Counter Support ensuring continuing of operations in case of loss of power

• Managed Onsite Helpdesk and Desktop teams supporting over 3000 End Users across the US. • Collaborated with different teams within IT Operations to ensure project delivery • Served as backup to Operations Manager ensuring no impact to operations during absence • Coordinated Incident Response with Escalation Manager ensuring prompt response to outages across the Enterprise • Mentored Team members through formal and informal counseling sessions • Provided formal performance reviews for Helpdesk and Desktop Technicians • Directed weekly Security Plus Study sessions with team members • Charted ITSM workflows for Enterprise transition to Service Now Ticketing System • Implemented process improvement initiatives resulting in the closure of over 2500 aged tickets

• Managed Helpdesk Analysts on both East and West Coasts • Mentored analysts and provided positive direction while addressing issues • Identified and implemented processes and tools to enhance the customer experience • Managed staffing, scheduling, and work quality of Help Desk Analysts • Participated in the interviewing/hiring process for new technicians DESKTOP SUPPORT TECHNICIAN • Assisted in upgrading DMDC Enterprise from Windows 7 to Windows 10 • Automated PC imaging Process resulting in the saving of an average of 2 hours/PC HELPDESK ANALYST • Provided first-level technical support using documented procedures and available tools to achieve first contact resolution