Twyla Z. Smith

• Responded promptly to customer inquiries or complaints in a polite manner.
• Directed strategic planning and implementation of organizational goals.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Oversaw the development and implementation of operational procedures.
• Enforced compliance with regulatory standards and company policies.
• Provided guidance to team members on how to effectively complete tasks within established timelines.
• Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
• Implemented risk management strategies to mitigate potential threats.
• Ensured the security and confidentiality of sensitive information.
• Participated in regular meetings with upper management regarding progress updates on current initiatives.
• Supervised subordinate staff in carrying out daily duties and activities.
• Conducted performance evaluations and provided constructive feedback.
• Led training and development programs to enhance team skills and performance.
• Identified needs of customers promptly and efficiently.
• Maintained positive working relationship with fellow staff and management.
• Organized client meetings to provide project updates.
• Represented the organization at external events and conferences.
• Implemented new technologies to enhance workplace productivity levels.
• Manager of Regional SCIP Program
• Analysis of programs, systems, and procedures to identify, define, and resolve existing and potential problems.

• Manage daily operations of video teleconferencing systems at client locations, ensuring 99.9% system availability.

• Configure and maintain VTC equipment, including Cisco, Polycom, and Crestron systems.

• Monitor and troubleshoot VTC calls in real-time to ensure seamless communication.

• Coordinate with IT teams to resolve connectivity and network-related issues affecting video conferencing.

• Conduct preventative maintenance on A/V equipment to minimize system downtime.

• Train end-users on VTC systems and provide documentation for system usage and troubleshooting.

• Provided support for over 50 conference rooms equipped with state-of-the-art A/V systems.

• Installed and configured audio-visual equipment, including projectors, microphones, and control systems.

• Developed and implemented standard operating procedures for A/V system usage.

• Maintained inventory of A/V assets and coordinated with vendors for repairs and replacements.

• Assisted in planning and executing high-profile events requiring complex audio-visual setups.

• Delivered IT support, including network troubleshooting and end-user support for hardware and software issues.

• Assisted in the integration of A/V equipment with enterprise IT systems.

• Ensured compliance with cybersecurity policies and procedures while managing IT assets.

• Documenting and maintaining the Change Management policy, processes and standards
• Analysis of complex services, covering a diverse range of technologies and 3rd party suppliers, to ensure that proposed requests for change are safe and fit for purpose, including comprehensive analysis of risk, business impact & continuity, backout plans, test plans, resource requirements and availability
• Challenge proposed requests for change to ensure that the change is robust and that the impact on and risk to the organization is minimal
• Manage, review, amend and close Requests for Change
• Develop, implement, and maintain IT Change Management policies and procedures and ensure that the entire organization complies with the procedures
• Develop and present Change Management reports as required
• Establish, document, implement, manage and monitor the Release Management policies and processes
• Develop & implement Release Management procedures
• Plan and organize a range of acceptance activities to underpin the successful release of software, hardware, and associated Configuration Items
• Coordinate services, implement, and monitor Release Plans, producing detailed timetables of events and documenting action plans
• Design and implement standard change procedures for the distribution and installation of patches and other routine tasks
• Communicate and manage expectations during the planning and rollout of new Releases

• Effectively serves as ITIL Incident Management Specialist
• Guides support teams with the identification, troubleshooting, and resolution processes of Incident Management
• Executive Level communication, organizational, and motivation skills
• Attend and provide assistances in the coordination of troubleshooting bridges for all priority incidents (from low-priority to Crisis)
• Works closely with all departments and day-to-day operations personnel to document outage updates
• Assist in identifying trends and create reports as necessary
• Hosts Major Incident bridges during major incidents working with department heads/leads to work towards major incident resolution
• Guides technicians in fully documenting their assigned tickets to show all work performed in order to pass SLRs

• Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects
• Analyze and evaluate existing VTC systems with minimal oversight, and define problems, data availability, and report requirements and system design issues
• Respond to customer support requests, identify support requirements, and perform end-user training where applicable
• Provide day-to-day AV/VTC event support: document and confirm VTC event logistics prior to the event; ensure connectivity between near-end and far-end equipment; resolve technical challenges between local and remote sites on the day of the event
• Diagnose and troubleshoot routine system malfunctions and identify system defects as needed
• Respond to technical support requests for campus television, monitors and set-top boxes; identify root cause of equipment malfunction and document issues and resolutions
• Maintain inventory of assigned systems, to include codecs, cameras, monitors, jabbers, and carts, etc
• Demonstrated knowledge of standard video formats and display resolutions, and standard audio routing and configuration in integrated conference room systems
• Working knowledge of TCP/IP internetworking and protocols relevant to VTC technology, including H.320, H.323, and SIP communication protocols
• Demonstrated knowledge in video conferencing technology and infrastructure, including conference room and desktop systems, multi-point control units, Gateway, Gatekeeper, and integrated A/V systems over IP and ISDN networks

• Ensures that the process is defined, documented, maintained, and communicated at an enterprise and local level
• Reviews effectiveness and efficiency of the Incident Management process and identifies opportunities for improvement
• Responsible for the success of the process and has the authority to represent management on common definition decisions
• Defines and develops Incident Management metrics and reporting requirements
• Ensures Incident Management processes and tools integrate with other ITSM processes and tools
• Manages changes to the process within a defined governance framework
• This includes reviewing and approving all proposed changes and communicating changes to all participants and affected areas
• Leads and coordinates discussions with other DHA and Service Incident Managers
• Managing, maintaining and increasing service quality and customer care levels
• The end-to-end operational ownership of activities associated with the Incident Management process for their respective areas
• Coordinating support group resources, (depending upon area of assignment)
• Enabling actions to ensure the rapid, efficient, and effective restoration of IT services
• Minimizing the adverse impact of Incidents on business operations, while focusing on the quality of service to customers and end users within agreed service levels and costs
• Ongoing resource planning of service and support groups, based upon call volume and queue dynamics
• Maintaining good relationships with internal and external service providers
• Monitoring function for Queue Management of support groups within their respective areas
• Ensuring that all process improvements follow the agreed process improvement governance
• Reporting on Incidents and any other key performance indicators daily, weekly and monthly by generating reports within the ITSM system

• Customers directly contacting support staff with Incidents and Service Requests
• Self-discovery of Incidents
• Generating Incidents as a result of responding to infrastructure alarms and events
• Self-generation of Incidents to their support groups or other close partner working groups
• Create Incidents for work effort at sites
• If required, creates an Incident record for new Incidents into the DHAGSC ITSM System of Record
• Understands the Service Level Agreement and executes accordingly
• Follows applicable DHAGSC procedures for customer/categories/priorities
• Reviews and monitors support group queues, as required
• Changes Incident status as appropriate
• Reviews open Incidents for data accuracy and correction if required
• Provides updates to open incidents within the Service Management Application at least every 24 hours for Critical (Priority 1) and High (Priority 2) incidents and 96 hours for Medium or Low priority incidents to ensure that positive customer feedback can be provided
• At a minimum, 90% of all Priority 1 and Priority 2 incidents are reviewed and updated to reflect current status
• Incidents should not languish longer than 96 hours without a touch

• Provided technical assistance to customers via telephone, email or in person
• Providing Laptop support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, and upgrades
• Entered commands and observed system function to verify correct operations and detect errors
• Followed internal procedures for change management, incident management and escalation
• Resolved problems within Windows 10 Microsoft office (outlook, excel, etc.)
• Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc
• Performed software installations and regularly scheduled updates
• Recover certificates with PKI Automatic Key Recovery
• Provided technical assistance to customers via telephone, email or in person
• Created and detailed trouble tickets and entered them into a database and correctly refer them to the appropriate team members
• Monitor, troubleshoot, Provide technical guidance to VMware users
• Escalated unresolved issues to appropriate level
• Referred major hardware and software problems and defective products to vendors or technicians for service
• Assigns and escalates Incidents to relevant area of support
• Attempts Incident or Service Request resolution
• Provides technical communication to end user if requested by DHAGSC
• Developing and managing customer service performance requirements which led to customers sending 46 positive ICE (Interactive Customer Evaluation) comments about me in 2018
• Voted Team Captain by colleagues due to knowledge, leadership, and connections with the team
• Combining excellent customer service and Standard Operating Procedures (SOP) to earn excellent monthly Quality Assurance (QA) reviews: 100% June, 99.21% July, 98% August, 100% September, 100% October,100% November, 100% December
• Diagnosing and resolving problems in response to customer supported incidents by providing customer training when regularly mapping network drives, assisting customers with unblocking CAC cards, creating, mapping, and repairing PST files to archive Outlook mail, helping ensure remote customers are connected to VPN, troubleshooting VoIP, VoSIP, ISDN, STE phones, and more
• Help customers with network and application issues during migration to upgraded Windows OS 1709
• Installing, configuring, troubleshooting, and maintaining customer hardware and software when updating CAC certificates to ensure customers can send/receive encrypted emails, login to government sites, and protect their identities as well as when installing software for them from the Software Center
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements by actively researching, verifying, documenting, and troubleshooting using Active Directory (AD), Remedy, Dameware (DW), Outlook, How2: Work Instructions, Skype, Google, networking, and more
• Assist customers with NIPR and SIPR full-access account creations, modifications, and disablements
• Developing customer support policies, procedures and standards, including when I made Work Instruction for the office to help any customer manually connect to Skype for Business