Overview
Work History
Education
Skills
Websites
Summary
Quote
Timeline
OfficeManager
Wynetta Smith

Wynetta Smith

Help Desk Lead
Baytown,TX

Overview

11
11
years of professional experience

Work History

IT Help Desk Lead

Deloitte
01.2025 - Current
  • Assisted 3 agents daily with ticket inquiries, providing guidance on troubleshooting steps and best practices, leading to a 15% reduction in escalations.
  • Assigned and prioritized 100+ tickets per week, ensuring efficient workload distribution and reducing backlog by 20%.
  • Utilized Visual Studio Code and Notepad++ backend tools to locate and verify 50+ users weekly, streamlining account management and reducing access-related tickets by 10%.
  • Resolved advanced technical support issues, including complex software, network, and account-related problems, improving resolution time for Tier 3 tickets by 25%.
  • Enforced data protection policies, monitoring access controls and ensuring compliance with SOC 2, FERPA, and internal security protocols, reducing security risks by 15%.

Customer Success Engineer

Juniper by IMC
02.2022 - 01.2023
  • Provided Tier 1 & Tier 2 SaaS technical support, resolving CRM, API integration, and authentication issues using Salesforce.
  • Improved Salesforce CRM performance and reduced downtime by 40% by collaborating with cross-functional teams on system enhancements.
  • Automated tracking systems and centralized documentation using Google Sheets & Drive, reducing errors by 20% and improving data accessibility.
  • Streamlined onboarding, API integration, and data migration for clients, ensuring a seamless transition with minimal downtime.
  • Maintained troubleshooting documentation and client interactions in Salesforce CRM for quality assurance and future reference.

Information Technology Support Administrator

CSI Software dba Daxko
Houston, TX
04.2014 - 04.2017
  • Provided Tier 1 & Tier 2 technical support for Windows environments, diagnosing and resolving issues related to software applications, network connectivity, and Active Directory permissions.
  • Managed user accounts, password resets, and access controls using Active Directory and RBAC, ensuring compliance with security policies.
  • Reduced technical support escalations by 25% by collaborating with cross-functional teams to streamline IT operations and improve system uptime.
  • Utilized Salesforce analytics to monitor and manage at-risk customer accounts, driving retention strategies and enhancing client engagement.

Education

Bachelor of Business Administration - Management Information Systems

University of Houston - Downtown

Skills

  • Incident Response
  • Identity & Access Management (IAM)
  • Multi-Factor Authentication (MFA)
  • Risk Assessment
  • Active Directory
  • User Account Management
  • Endpoint Security
  • Basic TCP/IP Troubleshooting
  • VPN Setup
  • Cloud Fundamentals (AWS, Azure)
  • Salesforce
  • Atlassian (JIRA, Confluence)
  • Zendesk
  • SQL

Websites

Summary

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Quote

Do not let your difficulties fill you with anxiety, after all, it is only in the darkest nights that stars shine more brightly.
Hazrat Ali Ibn Abi Talib A.S

Timeline

IT Help Desk Lead

Deloitte
01.2025 - Current

Customer Success Engineer

Juniper by IMC
02.2022 - 01.2023

Information Technology Support Administrator

CSI Software dba Daxko
04.2014 - 04.2017

Bachelor of Business Administration - Management Information Systems

University of Houston - Downtown

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Wynetta SmithHelp Desk Lead