Donzella Smith
Self Employed
Silver Spring, MD 20906
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I am detailed oriented and efficient. I love technology as well as meeting people. I love working for myself and empowering people to do the same. Life is too short to not live it.

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Work experience
GDIT
Team Lead-OCCS Order Fulfillment-Contractor

Worked at CSRA, SRA and Computer Science Corporation on NLM's contractManage the operations of IT procurement and inventory management function
*Manage the maintenance of records and databases containing information regarding licenses, warranties, and service agreements for hardware and software
*Minimizes organizational cost through product standardization and tracking
*Manage a team of technical professionals and provide guidance in daily work flow
*Develop a performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of client service
*Manage OCCS Order Fulfillment resources for optimal performance. This consists of resource management for incoming client inquiries, projects and administrative work.
*Obtain equipment, tools and space needed to allow team members to adequately support the clients.
*Participate in and drive the participation of the Order Fulfillment team in the organization's change management process. Familiarized myself with the NLM Order Fulfillment process to ensure the team processed the knowledge needed to perform efficiently.
*Attend customer relations meetings to aide in building the customer's comfort with the team and management
*Develop a customer care philosophy that ensures customer satisfaction
*Work with various network professionals, i.e. security, desktop operations, and infrastructure to identify potential network and client issues and to prevent recurring problems.
*Analyze Order Fulfillment team's performance through various statistical and reporting methods. Attention to detail is vital to ensure all orders are processed accurately and efficiently.
*Suggest areas for improvement in internal processes along with possible solutions
*Keep abreast of changing technology to ensure the client's equipment procurement is compatible with their network and will meet their business requirements.
*Prepare and analyze material forecasts, scheduling customer requests when needed, and obtaining quotes in a manner that allows for inventory purchases to be scheduled, purchased, and received in a timely manner


Computer Sciences Corporation
Project Leader

Coordinate project performance with other departments involved in the project by holding meetings with all stakeholders.
*Provide technical coordination of project team(s) through emails and meetings.
*Interface with team members and stakeholders to anticipate and manage changes to projects such as but not limited to technical requirements, business requirements and schedule. Determine when additional resources are needed and implements when required.
*Oversee assigned personnel for projects. Assign work and provide direction with regard to timeliness and completion of project objectives. Address performance issues within prescribed guidelines and provide performance input upon completion of project.
*Perform ongoing review of project status; identify project risks. Develop; recommend and implement risk mitigation solutions as approved and as appropriate.
*Identify appropriate resources and staff projects. Organize project team members to ensure communication and understanding of deadlines, assignments and objectives.
*Act as point of contact with client project management.
*Oversee project deliverables.

Computer Sciences Corporation
Technical Writer-Contractor

Write, edit revise a variety of technical, user documentation such as articles, SOP and/or manuals.
*Collaborate with management during design phase to gain an understanding of the document content
*Ensure accuracy and completeness of documentation before submittal to the EPA client.
*Work with IT staff to identify technical information, procedures, standards and other areas to be documented
*Review pertinent materials and interview identified subject matter experts to gather requirements for documentation
*Translate requirements into Standard Operating Procedures
*Assist in establishing writing standards and documentation development standards
*Identify tools and processes to produce technical materials of high quality with efficiency

Computer Sciences Corporation
E-Business Manager - Contractor

Manage a team of technicians, technical professionals and team leads.
*Develop a performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of client service
*Manage EBusiness resources for optimal performance. This consists of resource management for incoming client inquiries, projects and administrative work.
*Obtain equipment, tools and space needed to allow team members to adequately support the clients.
*Participate in and drive the participation of the EBusiness team in the organization's change management process
*Familiarized myself with the EPA EBusiness process to ensure the team the knowledge needed to perform efficiently.
*Attend customer relations meetings to aide in building the customer's comfort with the team and management
*Develop a customer care philosophy that ensures customer satisfaction
*Analyze EBusiness team's performance through various statistical and reporting methods
*Suggest areas for improvement in internal processes along with possible solutions
*Stay abreast, research and analyze new assets and software to determine network compatibility to assist the client with selection of new equipment.
*Provide customer support by handling frustrated clients concerning deployment of their assets.

Computer Sciences Corporation
MDS Asset Manager/CTS SDM - Contractor

Establish processes and procedures necessary to perform asset management in support of Managed Desktop Services (MDS)
*Provide accountability for all computer assets listed in the MDS Remedy Asset Module
*Maintain the accuracy of all assets by ensuring that the proper process and procedure is being used by the on-site technicians and by conducting audits.
*Update the Remedy Asset Module as needed.
*Meet weekly with the customer to provide status and gain input on accuracy of assets.
*Manage and coordinate special projects that may occur with MDS and CTS assets
*Provide seamless reporting for all MDS assets within the EPA, detailing everything from the amount of Active Assets and Storage Assets through to the compliance of the Monthly Audits, and Desktop Asset confirmation.
*Have been instrumental in the process of deploying assets throughout the EPA.
*Manage a team up to twenty people to ensure the EPA legacy equipment was captured efficiently during their transition to CTS during the Joint Physical Inventory Project (This project overlapped with my duties as Ebusiness Manager)

Computer Sciences Corporation
Team Lead/LAN System Administrator - Contractor

Provide LAN System Administration, technical support and administration for EPA supported LAN and PC applications to include installation, configuration, troubleshooting, upgrading and maintenance of customer hardware and software. Coordinate with EPA resources on all major LAN hardware/software and problem solving.
*Serve as liaison between the customer and CSC management by attending all necessary meetings, users groups and reporting all potential problems to management. Analyze office automation needs and provide recommendations. Provide virus scanning and eradication.
*Provide Information to manager for submission of Task Order.
*Hold weekly team meetings and manage a team of four employee's daily workload as well as special projects.
*Provide technical guidance and technical operation OECA program office help desk. Manage technical project life cycle within OECA program office to include the development of timelines, manage project teams, interface with customers and ensure deliverable dates. Technical responsibilities include determining specifications and requirements from customers. Provide guidance in the design, planning and implementation of LAN/WAN technologies. Installation, maintenance and operation of the multi-user systems. Responsible for the LAN/WAN system set-ups. Work with the Windows operating system and provide user support for the networks LAN/WAN.
*Provide oversight to the technical staff by supervising technical analysts
*Coordinate and manage client projects. Support and help in analysis of system setups, performing tunings and resolving solutions. Work on the development and management of the implementation, up gradation and system setups. Also troubleshoot the technical and logical issues and provide migration of the project.
*Resolved difficult customer support issues involving network and desktops problems.

Computer Sciences Corporation
Project Manager - Contractor

Plan and coordinate project activities, including setting and managing the project plans and schedules, facilitating meetings, creating needs assessments, writing technical design documents and tracking the progress of deployment both internally and with third parties.
*Work closely with the customer to understand technical requirements for tasks and monitor technical, management, and cost status.
*Coordinate and report technical accomplishments for each team member to the customer on a weekly basis.
*Project management experience with infrastructure planning and design, server clustering and consolidation, enterprise storage architecture, facility build-outs, desktop upgrades security and disaster recovery.
*Work with engineers and administrators to capture customer requirements, set clear objectives and project definition, scope the project, perform cost estimates, carry out risk analysis on the project and develop risk reduction strategies.
*Responsible for all aspects of project planning, schedules, resource forecasting, day to day management, task setting and monitoring of project team, coordinate staffing needs with functional managers, working closely with technical project leader and management of customer's expectations.
*Identify project roadblocks and work with management and team members to resolve them drive tasks to completion.
*Perform budgeting (cost/quality control) and scheduling processes to ensure customer satisfaction.
*Analyze internal and external business requirements to properly scope project and determine resources needed to include: business requirements, scope project work and create definition documentation, work breakdown structures, project timelines, budgets and project control plans.
*Maintain project control with risk management, quality and change management plans.
*Manage deliverables, execution of project metrics, planned labor hours/expenses against actual through project closure, and communicate activity progress.