Jevon Smith
Raleigh,NC
Summary
Customer-centric and ITIL certified IT Support professional with over 15 years of IT Service Management experience. Recognized leader in service strategy, design and continuous service improvement ITSM processes. A technical subject matter expert in enterprise systems support. Harvard Business Mentor leadership training in human resources, time management, goal setting, and effective communication principles.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Research Computing Manager
NC State University
01.2022 - Current
- Responsible for multi-site mission-critical enterprise research IT operations
- Direct and indirect supervisory responsibilities for 9 IT Support Analysts and Specialists
- Performance management of customer index scores and service desk KPIs
- Tier 3 point of escalation for all NC State life sciences specialty service desk incidents (HPC requests, edge computing support, vendor management)
- Enterprise application support and analysis
- Developed and supported new machine learning, IoT, analytics, and artificial intelligence platforms (CUDA, Tensor, SAS, R-R Studio, AWS Lookout)
- Engineered remote site connectivity platforms including VPNs, content filtering, security, and telephony
- Developed research virtualization and storage solutions (AWS S3, AWS S3-Glacier Deep Archive, VMWare, ZFS, On-prem NFS/SMB)
- ITIL Change Advisory Board Chair and ServiceNow data management subject matter expert
- IT knowledgebase management
- Executive IT strategy governance and regulatory oversight
- Endpoint lifecycle management
IT Service Desk Manager
NC State University
08.2017 - 01.2022
- End to end operational management of 4,200 (Windows, Apple and Linux) endpoints distributed across the state of North Carolina
- Supported campus interdisciplinary research initiatives in partnership with various state and federal stakeholders (NC Department of Agriculture, US Department of Agriculture. NC State Climate Office, US Geological Survey)
- Integrated fixed wireless connectivity into facilities lacking access to terrestrial high-speed networks
- Directed the deployment of endpoint management platform integrations using JAMF MDM for OSX devices, and Active Directory for Windows
- Supervised 8 IT Support Analyst and 1 IT Implementation Professional
- Developed administrative computing and research related business continuity and disaster recovery plans
- Maintained 90% or greater likelihood to recommend KPI metric over a 6 year period
- Campus subject matter expert in biomedical and life sciences research computing platforms and connectivity
- Projected managed state wide telephony upgrades of legacy PBX systems to Cisco VoIP BroadCloud calling
- Participated in joint working groups with the North Carolina Department of Information Technology's Rural Broadband Task Force
- Implemented ITIL best practices via integration of ServiceNow for incident, problem, and change management processes
- Deployed 1st ever state wide software defined networking platform to improve remote management of North Carolina Agriculture and Research stations using of Palo Alto and Ubiquiti networking technologies
- Played key role in on-going continuous service improvement and optimization in alignment with university and college level strategic planning
- Established detailed network diagrams, process flow charts and procedural guidelines
IT Service Desk Supervisor
NC State University
07.2015 - 08.2017
- Performed in person and remote support of specialized research endpoints controlling various biomedical instrumentation including gas chromatographs, mass spectrometry and RNA/DNA sequencing systems
- Acted as a liaison between research faculty/scientists and high performance computing service offerings (Compute/Storage)
- Improved research lab data management protocols by introducing new storage technologies (Globus, Amazon S3, Code 42)
- Managed enterprise software distributions for genomics and statistical analysis applications including but not limited to SAS, SPSS, R-R Studio, and JMP
- Improved customer service indexes and KPIs through ITIL best practices and life cycle analysis
- Project managed fiber connectivity upgrades to NC State satellite campuses in partnership with MCNC and connectivity to NCREN
- Partnered with external vendors to coordinate support of specialized research instrumentation
- Architected IoT network for NC State life sciences research automation and control systems
- Managed inventory and asset management databases
- Chaired the NC State endpoint support subcommittee group and participated in UNC System wide discussions via UNC Cause conferences
Geek Squad Services Manager
Best Buy-Geek Squad
01.2007 - 02.2014
- Multi-unit leadership of 3 supervisors and over 23 in-store and field computer support personnel
- $62 million in operational P&L management
- Supervised the installation, repair and maintenance of computer hardware and software
- Company leading Net Promoter Score performance
- Interim assignments as Market Services Manager overseeing computing services performance for over 40 stores and computer support centers
- Designed and installed computer networks, telecommunications, control, and multimedia systems
- Generated 1st draft versions of company wide standard operating procedures (SOP) for deployment to over 900 technical service centers
- 24/7 on call single point of contact for 134 technicians, operations specialist, and support personnel in Eastern North Carolina
Education
No Degree - Computer Science
Fayetteville State University
Fayetteville, NCSkills
- Customer service management and engagement
- Windows, OSX, and Linux systems support, design and installation
- Firewalls, VPNs and security products
- G-Suite and Office 365 enterprise support
- Business and project management planning
- IT inventory and asset management experience
- NIST, PCI, HIPPA and compliance regulations
- OSI Model and network analysis, troubleshooting and design
- Virtualization (AWS, Azure, GCP)
- IoT Systems Design - LoRA
- Python scripting
Accomplishments
- NC State Pride of the Wolfpack Award for leadership in advanced research computing support
- Co-chair of the NC State IT Service Desk Management Council
- NC State IT Community Event Planning Team
- Resolved over 6,200 Service Incidents in 2021 with greater than 95% favorable Net Promoter Score results
- Supervised the most technically diverse IT Service Desk on NC State's campus with over 40 asset locations across the State of North Carolina
- Participated in diversity and inclusion programs for Women in Technology accelerators
- Won the Chairman's Innovation Award at Best Buy for excellence in innovation and service
Affiliations
- National Society of Black Engineers
- NC Rural Broadband Task Force
- IEEE Member - 97728160
Certification
- ITIL v3 Foundations
- ITIL Intermediate: Service Operations
- ITIL Intermediate: Continuous Service Improvement
- ITIL Define a implement a Service Desk and Incident Management
- Apple Certified Support Professional (10.10)
- Dell Tech Direct Endpoint Certification
Timeline
Research Computing Manager
NC State University
01.2022 - Current
IT Service Desk Manager
NC State University
08.2017 - 01.2022
IT Service Desk Supervisor
NC State University
07.2015 - 08.2017
Geek Squad Services Manager
Best Buy-Geek Squad
01.2007 - 02.2014
No Degree - Computer Science
Fayetteville State University