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, TexasSkills
- 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