Andrea Lynne Smith
Fennville,Michigan
Summary
Accomplished Information Technology Specialist with extensive experience at the Internal Revenue Service, adept in Drupal and project management. Successfully led initiatives that achieved a 100% reduction in ticket backlog while enhancing user training and collaboration. Proven problem-solver with strong communication skills, driving operational efficiency and user empowerment across diverse IT environments. Highly skilled in managing network and computer systems, with proven background in troubleshooting, software installation, and maintaining IT infrastructure. Known for strong problem-solving capabilities and ability to optimize system performance for enhanced operational efficiency. Demonstrated success in implementing security measures to protect data and network access. Made significant improvements in system reliability and user satisfaction through strategic planning and effective communication.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Information Technology Specialist (Application Support)
Internal Revenue Service
Grand Rapids, USA
05.2023 - Current
- Company Overview: Provides application support for irs.gov, a Drupal-based CMS.
- Provide application support for irs.gov, a Drupal-based CMS, managing user inquiries and assisting Developers resolve technical issues for millions of users.
- Led the application support team in reducing ticket backlog by 100% (from 103 to 0) through effective prioritization and documentation.
- Developed user guides for Zscaler and BrowserStack, enhancing staff self-service and knowledge sharing.
- Tested 57 tickets for the Drupal 10 upgrade, collaborating with developers to improve platform functionality.
- Led weekly meetings with the developers and the customer, fostering team collaboration and problem-solving.
- Testing and evaluating Llamafile AI tool to assess its potential for improving operational efficiency, identifying opportunities to reduce time, cost and resource usage across technical workflows.
- Provides application support for irs.gov, a Drupal-based CMS.
Information Technology Program Manager (Temporary Promotion)
Internal Revenue Service
Grand Rapids, USA
06.2024 - 10.2024
- Supported enterprise account support for the Tax Withholding Estimator project, aligned with irs.gov, achieving an 81% ticket reduction.
- Defined sprint metrics and defect data to improve planning and resource allocation.
Information Technology Specialist (Deskside Support)
Internal Revenue Service
Grand Rapids, USA
09.2018 - 05.2023
- Provided advanced IT support for 2,700+ users across 47 locations and 3 states, training 440+ new hires on remote tool usage and troubleshooting techniques.
- Led the national rollout of Assistive Technology and iPhone refresh initiatives, managing logistics, training and support documentation.
- Served as active supervisor for over 500+ days, leading workflow coordination, performance oversight and issue resolution.
- Developed and documented remote refresh processes, enabling nationwide adoption and user empowerment.
- Managed account provisioning for adaptive technology upgrades, ensuring compliance and accessibility.
Information Technology Specialist (Various Roles)
Internal Revenue Service
Grand Rapids, USA
10.2003 - 09.2018
- Provided technical support and training for 31 contact sites, managing account setups and resolving network issues.
- Created training materials for national IT projects, enhancing user proficiency and process efficiency.
- Supported cloud-related initiatives, applying basic administration skills from Cloud Computing Fundamentals training.
Education
Bachelor’s Degree - Environmental Policies, Political Science
Michigan State University
East Lansing, MI05.2000
Skills
- Drupal (9 & 10)
- Jira
- BrowserStack
- Dev Tools
- Bomgar
- WAVE Evaluation Tool
- Adaptive Software & Hardware
- Installation
- Configuration
- Maintenance
- Desktops
- Laptops
- Printers
- Mobile devices
- Windows 10/11
- Llamafile
- ChatGPT
- Grok
- Copilot
- Claude
- Microsoft Office 365 Suite
- Outlook
- Word
- Excel
- Teams
- Browser troubleshooting
- Application troubleshooting
- TCP/IP
- DNS
- DHCP
- Wi-Fi troubleshooting
- Malware identification/removal
- Password management
- Basic data protection practices
- SCCM
- MDT
- Reimaging procedures
- RDP
- Zoom
- VPN setup
- ServiceNow
- ITSM platforms
- Active Directory
- Group Policy
- Permission assignments
- Cloud Computing Fundamentals
- User training
- Account provisioning
- Process documentation
- SLA management
- Customer service
- Communication
- Collaboration
- Problem-solving
- Project management
Certification
CompTIA A+, 04/01/13
Awards
- Time Off Manager’s Award, 07/01/24
- Performance Award, 11/01/23
- Performance Award, 11/01/22
Professional Development
- Cloud Computing Fundamentals, 10/01/22
- WCMS Technical Training, 06/01/23
- Intro to PHP (Codecademy), 07/01/23
- Software Testing Foundations, 07/01/23
- Software Development Life Cycle (SDLC), 09/01/23
- Drupal 9 Essential Training (LinkedIn Learning), 08/01/23 - 09/01/23
- HTML5: HTML5 & JavaScript Manipulation, 06/01/23
- Introduction to Programming Using HTML & CSS, 06/01/23
- AI: ChatGPT Prompt Engineering, Ethical Use, etc., 09/01/24
- Artificial Intelligence 2024: AI in the Workplace, 09/01/24
- Web Design: Designing & Building a Basic Web Page, 09/01/24
Timeline
Information Technology Program Manager (Temporary Promotion)
Internal Revenue Service
06.2024 - 10.2024
Information Technology Specialist (Application Support)
Internal Revenue Service
05.2023 - Current
Information Technology Specialist (Deskside Support)
Internal Revenue Service
09.2018 - 05.2023
Information Technology Specialist (Various Roles)
Internal Revenue Service
10.2003 - 09.2018
Bachelor’s Degree - Environmental Policies, Political Science
Michigan State University
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