Roger M. Smith
Cincinnati,OH
Summary
Dynamic professional seeking a position that leverages expertise in accounting and IT technologies within a reputable and diverse organization. Committed to utilizing strong analytical skills and technical knowledge to drive efficiency and innovation. Eager to contribute to a collaborative environment that fosters growth and advancement opportunities. Passionate about integrating technology solutions to enhance financial processes and support organizational goals.
Overview
37
37
years of professional experience
Work History
FTP / SFTP Data Transfer & Monitoring
Atos IT Solutions
09.2013 - Current
- Incoming and Outgoing phone technical support, including browser troubleshooting, aliasing / shadowing accounts and password resets. RSA token activation and maintenance, handling account deletion, monitoring file transmission systems, Analyze and respond to alerts and failures with troubleshooting involving job setups, checking for host connectivity, batch rerun logs, re-submitting file transmissions’, file poller, server access history. Escalate unresolved calls to appropriate support specialist or service groups. Participate in on-going training and departmental development.
Help Desk III (Remote Computing)
Indotronics International Corp
06.2011 - 09.2013
- Resolve problems associated with RSA Secure ID’s, Soft ID’s, Remote Computing into Desktops and Virtual PC’s using Blackberries, I Pads and I phones.
- Technical Support for MS Office Applications and Remote application installations.
- Areas of support include North American, Eastern Europe, Asian Pacific, Japan, and India.
- Assist customers with all areas of concern for BlackBerry trouble shooting first level issues such as hardware/software issues, blue screens, virus removals, peripherals, password resets, network connectivity, etc.
- Provide immediate resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills.
- Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities.
- Identify, evaluate and prioritize customer problems and complaints.
- Analyze customer problems and formulate plans of resolution.
- Utilize all technical resources to solve customer problems.
- Escalate unresolved calls to appropriate support specialist or service groups.
- Participate in on-going training and departmental development.
PC Deployment Technician
Fifth Third Bank Corporate
08.2010 - 12.2010
- Perform deployments of computer hardware and/or software and providing next day support. Executing PC Refresh and Desktop Services activity under the guidance of Pomeroy IT. PC Refresh activity includes receiving assets, moving equipment within a site, staging equipment for build/image activity, interviewing clients as part of pre-deployment asset discovery, executing the replacement activity, updating the asset management system to reflect the activity, and preparing the replaced asset for disposition. Desktop Service activities includes installing software on a PC, cable management, re-imaging PCs, mapping printers, Install and activate Lucent and Avaya Phones. Work with Phone / Voice Telephony Department for Phone Port management.
- Patch down phone connections on Panduit Patch Board, conducting site surveys, and installing cameras/PDAs on a Windows PC. Remove PC’s from bank retail locations and replace with Thin Client Servers for transition from Windows to Linux environment. Wall to Wall inventory at Main Office locations. Manage asset records for Project Management.
Support Center Analyst
Kroger Corporation
12.2008 - 07.2010
- Resolve problems associated with desktop and laptop PCs and peripherals both over the phone and desk side. Functions include but are not limited to: logging and tracking calls in a Call Management System, utilizing remote management tools for First Call Resolution of network and software issues, and answering general software and hardware questions over the phone. Perform and maintain expertise in PC based software packages/host based programs. Client network connectivity, topology and protocols. Provide technical support via phones and/or other media as required. Complete and document all calls in the form of Service Tickets through resolution. Escalate and monitor tickets through IS&S support layers to issue resolution. Dispatch vendors or division contacts as required for on-site repairs. Analyze and determine magnitude of incident, and escalate to management any identified trends affecting our customers to reduce overall incidents to customers. Clearly communicate technical analysis and resolution through written documentation.
Help Desk Analyst
Luxottica Corporation
10.2008 - 12.2008
- Resolve problems associated with desktop and laptop PCs and peripherals both over the phone and desk side. Functions include but are not limited to: logging and tracking calls in a Call Management System, utilizing remote management tools for First Call Resolution of network and software issues, and answering general software and hardware questions over the phone. Perform and maintain expertise in PC based software packages/host based programs. Client network connectivity, topology and protocols. Provide technical support via phones and/or other media as required. Complete and document all calls in the form of Service Tickets through resolution.
Bio Technology Analyst
Ford Motors Corporation
04.2008 - 10.2008
- Responsibilities include inspecting auto parts for quality at the Ford and ZF Plant locations. Experience using the Micro-profiler for computerized bio-technology quality inspections. Check parts for damage, and dis-configuration according to process instructions. Use of gauges, infrared, and measuring devices to determine recall status. Logging, tagging, coding, and wrapping all materials considered as defective. Completion of all site safety Orientations at Batavia, Sharonville, and Sachs (ZF) Plants locations.
EDI Coordinator
Jay Industrial Technologies, LLC
06.1997 - 06.1999
- Recruit/Setup EDI trading partners, purchased EDI upgrades, and performed EDI testing Electronic Billing using Harbinger Trusted Link Software for Windows/Dos. Review EDI contracts, implemented two EDI System Conversions. Knowledge of EDI concepts; Mapping of EDI Specifications. Processing transactions 810, 820, 837, 850, 852, 860, 865, 855, and 997.
Computer Operator
Jay Instrument & Specialty Company
04.1992 - 06.1997
- Responsible for Batch and Transaction Processing. Updating customer and Inventory files, Warehouse reports and processes. Updating/printing of bookings, daily sales, invoices, orders, RMA's, and credits, Sales by Week, Month and Year. Monitor overnight processes and fix errors. Responsible for Backup of Data/Program files using reel-to-reel, Unix/NT. Data Storage. Handled security clearance for all employees. PC setup and Help Desk support.
Skip Tracer Level III / Student Loans
CSX (Barnett Technologies)
03.1989 - 04.1992
- Located delinquent and defaulter borrowers with outstanding student loans. Provided customer service assistance in bringing accounts up to date. Commercial student loan industry. Knowledge of TRW's and credit reports. Property Fiche and FCC rules/guidelines. 10 key, 60 wpm, and date entry.
Education
Associates of Applied Science - Business Software Technology
Southern Ohio College
Cincinnati, Ohio06.1999
Associates of Applied Science - Computer Science
Southern Ohio College
Cincinnati, Ohio06.1997
Skills
- Applications: Browser-based applications, Office 2003, 2007, & 2010
- Ticketing Systems: Falcon, Clarify, Service Now
- Networking: TCP/IP, file encryption
- Netcool SME (Subject Matter Expert)
- UPS Shipping and Tracking
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Organizational skills
ACTIVITIES & AWARDS
Gary Burbank Award: Best in Radio Broadcasting 2009- Ohio Center for Broadcasting., Recorded 3 Company Voice over Greetings -2005 Jay Industrial Technologies, 2007 D & A Landscaping, 2008 Marcia Maid’s., Sports Announcer, Nipper Stadium (University of Cincinnati) - 2009 Youth Football Games, Teleprompter at TBNK Television Studio. 2009
Timeline
FTP / SFTP Data Transfer & Monitoring
Atos IT Solutions
09.2013 - Current
Help Desk III (Remote Computing)
Indotronics International Corp
06.2011 - 09.2013
PC Deployment Technician
Fifth Third Bank Corporate
08.2010 - 12.2010
Support Center Analyst
Kroger Corporation
12.2008 - 07.2010
Help Desk Analyst
Luxottica Corporation
10.2008 - 12.2008
Bio Technology Analyst
Ford Motors Corporation
04.2008 - 10.2008
EDI Coordinator
Jay Industrial Technologies, LLC
06.1997 - 06.1999
Computer Operator
Jay Instrument & Specialty Company
04.1992 - 06.1997
Skip Tracer Level III / Student Loans
CSX (Barnett Technologies)
03.1989 - 04.1992
Associates of Applied Science - Computer Science
Southern Ohio College
Associates of Applied Science - Business Software Technology
Southern Ohio College