Summary
Overview
Work History
Education
Skills
Extracurricular
Timeline
Generic

Adrian Smith

Houston,TX

Summary

Dynamic IT professional with a proven track record, excelling in application support and remote access software. Skilled in managing complex network environments, I drove a 43% increase in client satisfaction while enhancing operational efficiency. Adept at stakeholder relations, I leverage technical acumen to deliver impactful solutions.


Overview

25
25
years of professional experience

Work History

Analyst II Infrastructure Services

DXC Technology
12.2021 - Current
  • Installed business-software packages, integrated hardware systems critical to service teams.
  • Proficient use of Remote Desktop Manager, Reaper, and remote tools such as Microsoft Remote Assistant. Remotely accessed offsite computers; downloaded system management packages; setup and configured web browsers for access to enterprise apps.
  • Performed onsite enterprise survey, examined campus WAN, facilities for access, distribution and core facilities.
  • Managed network degradation and application outages, affecting 500+ agents/managers. Assisted application teams and network engineers by posting screenshots from client systems and testing final resolutions to ensure normalization.
  • Developed comprehensive training materials for agents, improving onboarding and operational efficiency.

Client Success Manager

RealNex, LLC
02.2017 - 03.2020
  • Provided software and data management assistance to commercial-real estate property owners, sales/lease agents, and investors, within SQL-hosted environment and CRM
  • Migrated user operations from PC Systems to Cloud Integrated services
  • Aided clients by recommending most effective utilization of network, telephony, computers and approved software.
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Created and administered profiles and accounts for internal users in Active Directory
  • Drove improvements which resulted in 500K increased revenue, 43% increased client satisfaction, and 20 product enhancements
  • Adapted to dynamic business model, quickly learning new processes and procedures during and after operational transformation

Senior Specialist-Business Management

AT&T
08.2013 - 12.2017
  • Maintained oversight on 12 AT&T VoIP network transformation projects, documenting lessons learned, process changes/enhancements, assessing technological gaps with collocated cross-functional teams
  • Coordinated $2M in hardware capital to purchase fiber and network equipment sustaining priority and progress towards site conversion
  • Led effort to acquire voice/LAN survey results and compliance dates from implementation teams
  • Reduced number of Administrative AT&T buildings in Texas by 90%, that were under review regarding compliance of Kari's Law, performing facility analysis of 9-1-1 functions, followed by remediation
  • Communicated process improvements and proposed corrective actions, hosting weekly working sessions for team collaboration and next steps
  • Joined network and Data Center outage calls to document/report root cause analysis and final efforts by coordinated teams for service restoral
  • Supported department leadership in implementing new policies, procedures and controls

Senior Specialist - Client Tech Administrator

AT&T
05.2005 - 08.2013
  • Operated in technical call center, providing 24/7 computer/communications support for 67,000 user workforce in all 50 states
  • Obtained resolutions within 15 minutes, reducing average hold time by 60% or escalated to Tier 2 if surpassed 60 minutes
  • Volunteered/hosted training event, to roll out Panasonic Toughbook for 30 users, providing guidance on device usability, and domain access
  • Supported mobile devices (iPads, iPhones, Androids, and/or tablets) for user and device registration of new versions of mobile device operation systems such as device configurations, internal app installs, and testing via Mobile Iron
  • Supported department leadership in implementing new policies, procedures and controls, and extensive-team training

Technical Support Manager

AT&T
05.2000 - 05.2005
  • Solely managed 451+ AT&T clients in 25 buildings throughout support zone, delivering comprehensive IT support and adhering to Service Level Agreements
  • Customized images to load on 450 laptop/desktop computers during lease roll projects and delegated contractors for efficient time management
  • Backed-up, stored, and transferred user data; reinstalled diverse applications and configured network printers for uniform, seamless transition to new platforms
  • Managed user profiles, passwords, privileges within Microsoft Active Directory, administering domain log-ins as well as dynamic access to accounts
  • Single point of contact during server outages; on short notice performed after-hour node replacements and data recovery, valuing minimal impact to end-users
  • Implemented remote access tools to resolve software problems, reducing travel costs by 85%

Education

Bachelor of Science - Management Information Systems

Prairie View A&M University
Prairie View, Texas

Skills

  • Technical acumen
  • Application Support
  • Remote Access Software
  • Cisco Switches/Routers
  • LAN/WAN/WLAN
  • TCP/IP
  • PC and Mac platforms
  • Active Directory
  • Cloud-based service integration
  • Stakeholder Relations

Extracurricular

Cy-Fair Sports Association-Youth Coach

United Way Donor/Volunteer

Timeline

Analyst II Infrastructure Services

DXC Technology
12.2021 - Current

Client Success Manager

RealNex, LLC
02.2017 - 03.2020

Senior Specialist-Business Management

AT&T
08.2013 - 12.2017

Senior Specialist - Client Tech Administrator

AT&T
05.2005 - 08.2013

Technical Support Manager

AT&T
05.2000 - 05.2005

Bachelor of Science - Management Information Systems

Prairie View A&M University