Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Shamond Cari Smith

Shamond Cari Smith

Business Analyst
Ellenwood,GA

Summary

Results-oriented business analyst with solid experience in project management, process improvements, and leadership. Proven ability to manage projects from inception to execution, while balancing competing priorities. Supports internal control measures and mitigates risks by leveraging data visualization tools, and strategic thinking. Analyzes business needs and processes, and implements process improvements that streamline operations and exceed stakeholder expectations.

Overview

9
9
years of professional experience
3
3
Certification

Work History

Support Consultant

LinkedIn Corp
Atlanta, GA
08.2022 - 05.2023
  • Supported LinkedIn corporate solutions' clients
  • Routed escalated issues to the correct internal departments and management, as necessary
  • Established effective working relationships with internal and external stakeholders
  • Aligned all process information, policy, and product changes
  • Document user communication in a timely manner via system tools
  • Onboard and train new customers on talent and sales solutions products via phone and webinar.

Business Analyst

Maryland Dol | V-Dart, Accenture
Atlanta, GA
03.2021 - 03.2022
  • Conducted minor, separation, and non-separation fact finding interviews
  • Interview internal system users for unemployment insurance benefits for demographic, wage, and work information for analytic purposes
  • Maintain limited guidance and oversight while maintaining role
  • Manage ServiceNow tickets for claim submissions & workflow issues
  • Evaluate unemployment insurance claims to detect improper payments and fraud workflows
  • Explain and interpret laws, policies, precedents, rules and regulations UI disqualifications and eligibility.

Product Owner | Business Analyst IT

Serta Simmons Bedding
Doraville, GA
10.2017 - 04.2021
  • Identified and defined project scope with business units and IT teams Conduct interviews, in addition to facilitating workshops and meetings
  • Translate stakeholders’ requirements into tools, systems, and reporting deliverables for final sign-off
  • Conduct interviews, presentations, facilitate workshops, and meetings
  • Serve as a liaison between customers and technical staff throughout implementation and development
  • Perform statistical analysis by improving workflows to develop standard processes via portfolio mgmt
  • Maintain effective communication skills to communicate with senior managers, colleagues & stakeholders
  • Utilized Service Now & Jira to align & maintain data, milestones, and sprints for project/product delivery
  • Knowledgeable about CCI and CCA security compliance standards
  • Ensure the advancement of technology architecture through KPI metrics via the project life cycle
  • Familiar with data integrations via API and flat file transfers
  • Write and validate used cases to automate tests for new installations, application systems integrations, and upgrades.

Enterprise Solutions Business Analyst

Serta Simmons Bedding
Doraville, GA
10.2017 - 11.2019
  • Manages functional day-to-day operations via Service Now ticket requests as the first point of contact for all users for OHM applications ERP System., Assist with BA Inception process for all OHM ERP software enhancement change requests
  • Facilitated a high profile project for SOC security, users, and roles within ERP System for SSB compliance
  • Work closely with QA to develop test plans, test scripts and coordinate overall system
  • Collaborate with development team to drive KPI’s, reporting, and analysis of domain metrics through Jira
  • Adhere to plant visits to identify high priority ERP issues
  • Prepare weekly ERP software release report for CAB change meeting vi Jira data management
  • Maintain constant communication with project managers and Scrum team to ensure overall project success.

Technical Helpdesk Support

Amtrak, DYSIS
Atlanta, GA
04.2017 - 07.2017
  • Supported end-users remotely via remote console or by phone
  • Serve as first–level escalations point of contact for the industry standard servers
  • Troubleshoot alerts generated by the ITSM system (Citrix XenApp) for software and hardware issues
  • Coordinate equipment services for scheduled repairs with third party vendors
  • Complete diagnostics, and simple virtual repairs for personal computers and POS/ PIDS machines
  • Assist with the development of user manuals and knowledge databases articles
  • Manage multiple call types; password lock outs, system reimaging, new hire set ups, O365
  • Familiar with Active directory, remote console, BIG IP edge client, Avaya, SAP logon, RSA hard and soft token set up.

Server Support Engineer

Hewlett Packard Ent, Insight GLO
Atlanta, GA
05.2016 - 12.2016
  • Maintained incoming calls and ticket alerts generated by the Salesforce ITSM system
  • Case creation and management from initial call engagement to final resolution
  • Utilized advanced break-fix troubleshooting skills on server hardware and software issues
  • Resolved a wide range of server software issues for Windows, Linux Red hat, VMware ESXi, storage
  • Dispatch and coordinated HP-Field Techs to customer sites to repair or replace failed hardware
  • Assist with side by side new employee training.

IT Technical Solutions Rep

Wipro Technologies, Vodafone
Atlanta, GA
12.2015 - 05.2016
  • Evaluated both routine and non-routine requests for wireless equipment, software applications, network performance, and storage
  • Identify problem root cause and recommend corrective action
  • Managed prompt resolution for enterprise customers via SharePoint documents
  • Assist Company admins/client customers with online portal password lock out and access
  • Introduced to LEAN business thinking/Six Sigma – Training completed.

Business Wireless Technical Support Engineer

Sprint Wireless
Smyrna, GA
10.2014 - 04.2015
  • Answered telephone, written, and Internet-based inquiries of both basic and complex technical requests
  • Primary support for external clients and internal clients when needed Troubleshoot company products and supporting services
  • Identify problem root cause and recommend corrective action
  • Maintained rapid interactions that required deviation from standard screens, scripts, and procedures
  • Analyzed both routine and non-routine problems with wireless equipment, software applications, storage, and network performance.

Technical Support

Apple Wireless, Kelly Services
Atlanta, GA
06.2014 - 12.2014
  • Troubleshot hardware and software issues for PC’s, Apple Mac computers, smart phones, and MP3’s
  • Manage inbound and outbound busy call flow and ticketing system., Complete software downloads, and bug fixes via software updates
  • Understanding of internet security, secured connection – SSL
  • Assist with wi-fi and router connections, managed storage, and system backups.

Education

Media Production – Video Audio Production

American Intercontinental UNV
2008

Skills

  • Project Management Scrum Training Metrics and Analytics Vendor Management
  • Process Improvements System Administration Customer Service
  • TECHNICAL COMPETENCIES
  • MS Office Suite: Word Excel Visio Power Point
  • ITSM Systems: Salesforce ServiceNow Remedy Seibel ERP OHM MS Dynamics
  • Enterprise Resource
  • Planning Cloud Systems: OHM SAP AWS GCP OCI Docker Kubernetes Terraform MS Dynamics
  • Data Network Mgmt Data Warehouse
  • Systems: Active directory One Drive Google Analytics One Note SharePoint Drop Box
  • Methodologies: Agile Scrum Waterfall Six Sigma – Lean Approach
  • PM Tools: Jira MS Teams Foundation
  • VOIP: Skype Teams WebEx Avaya/ AWS (Amazon Web Services)
  • Email: Office 365 (Outlook)
  • Point of contact, measurable results, managing, backlog, Information systems, product development process,
  • ATS,

Certification

  • MA - Medical Assistant Certificate | 2001 Atlanta Medical Institute
  • CSM - Certified Scrum Master | 2019 Scrum Alliance
  • CSPO - Certified Scrum Product Owner | 2019 Scrum Alliance
  • BRMP - Business Relationship Management Professional | 2020 Leading The Pack Consulting
  • CPR - Certified First Aid | AED Training

Timeline

Support Consultant

LinkedIn Corp
08.2022 - 05.2023

Business Analyst

Maryland Dol | V-Dart, Accenture
03.2021 - 03.2022

Product Owner | Business Analyst IT

Serta Simmons Bedding
10.2017 - 04.2021

Enterprise Solutions Business Analyst

Serta Simmons Bedding
10.2017 - 11.2019

Technical Helpdesk Support

Amtrak, DYSIS
04.2017 - 07.2017

Server Support Engineer

Hewlett Packard Ent, Insight GLO
05.2016 - 12.2016

IT Technical Solutions Rep

Wipro Technologies, Vodafone
12.2015 - 05.2016

Business Wireless Technical Support Engineer

Sprint Wireless
10.2014 - 04.2015

Technical Support

Apple Wireless, Kelly Services
06.2014 - 12.2014

Media Production – Video Audio Production

American Intercontinental UNV

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Shamond Cari SmithBusiness Analyst