Edward Smith
Schenectady
Summary
Motivated IT Professional experienced in network administration, system security, and technical support. Delivered efficient resolutions to IT issues through advanced troubleshooting techniques and comprehensive knowledge of operating systems, software applications, and hardware configurations. Focused on embracing new challenges and contributing effectively in both collaborative and independent environments.
Overview
32
32
years of professional experience
Work History
Information Technology Specialist 2
New York State
01.2016 - Current
- Resolved complex issues by troubleshooting hardware and software applications, improving system reliability.
- Ensured compliance with industry standards regarding information technology best practices.
- Maintained compliance with industry standards for information technology best practices, ensuring system integrity.
- Developed scripts for automating routine tasks within the organization.
- Tested new products prior to their release into production environment.
- Developed online documentation for common processes for both support staff and end-users.
- Created online documentation for common processes, enhancing support efficiency for staff and end-users.
- Maintained records, logs and lifecycle documentation of work requests.
IT Specialist
NY State
11.1994 - 12.2016
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Troubleshot and resolved complex technical problems, enhancing system reliability.
- Installed operating systems, applications, patches, updates. as needed.
- Executed installations of operating systems, applications, patches, and updates.
- Investigated system errors to identify root causes and implemented effective solutions.
- Coordinated with vendors for procurement of IT products or services.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Updated software versions with patches and new installations, mitigating security risks and ensuring user protection.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Developed and maintained strong relations with customers to meet quality expectations.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Resolved customer service issues by providing effective solutions and guidance. by providing guidance or escalating for advanced support.
- Worked with internal teams to deliver accurate information to customers and service accounts.
Education
Some College (No Degree) - Engineering (Pre-Engineering)
Georgia Institute of Technology
Atlanta, GABachelor of Arts - mathematatics
Various
Albany, NYSkills
- Information security
- IT compliance
- Security protocols
- IT troubleshooting
- Application support
- System integration
- Data archiving
- IT operations
- Network infrastructure updates
- Document management
- Document review
- Change request processing
- Operations management
- Project management
- Process improvement
- Performance testing
- Task prioritization
- Risk assessment
- Customer service
- Issue troubleshooting
- IT support
- Windows 10
- Staff training
- Problem-solving skills
- Interpersonal skills
- System monitoring
- Decision-making
Accomplishments
- Trained and led technical support teams of more than 4 support specialists.
.
- Collaborated with team of 35 in the development of OLS production implementation/deployment.
- Collaborated with team of 5 in the Pilot z/OS upgrade for lottery
- Collaborated with team of 100 in the z/OS V2R5 Operating system upgrade for Dept. of Tax and Finance
- Led team of 3 in Annual cycle processing for Dept. of Tax and Finance
- Collaborated with team of 40 in the peak processing periods for sales and personal income tax for Dept. of Tax and Finance
- Collaborated with team of 10 in the development and deployment of the Service Management Platform for NYS office of Internet technology Services
- Supervised team of 4 staff members.
Affiliations
- Tae Kwon Do
Timeline
Information Technology Specialist 2
New York State
01.2016 - Current
IT Specialist
NY State
11.1994 - 12.2016
Bachelor of Arts - mathematatics
Various
Some College (No Degree) - Engineering (Pre-Engineering)
Georgia Institute of Technology
References
References available upon request.
Education and Training
other,other
30 year state employee award
Granted in December 2024