Kelly Smith

Experience

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  United States Marine Corps

  Jan 1977 - Jan 1989

  Marine

  Field Radio Operator, Communications Center Tech, Computer Programmer using the COBOL, EDL and Natural programming languages.

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  Automated Sciences Group, Inc.

  Jan 1989 - Jan 1990

  Programmer Analyst

  Performed analysis, design and programming on Supply applications for the U.S. Marine Corp Supply Depot in Albany, Georgia.

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  Boeing Computer Support Services

  Jan 1990 - Jan 1993

  System Analyst/Project Lead

  Performed analysis, design and programming on Supply applications for NASA in Huntsville, Alabama. Was the project lead for a travel and expense reporting system.

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  Inland Paperboard and Packaging, Inc.

  Sept 1997 - Jan 2000

  Quality Assurance Manager

  Managed the QA environment and staff responsible for the testing and promotion of code for the product delivery system. Developed and administered policies, processes, procedures and schedules for the testing and subsequent promotion of code to the production environment. Much of the procedures designed were centered on testing to ensure that the changes worked in an environment most like production and would not negatively impact that environment.

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  Inland Paperboard and Packaging, Inc

  Jan 2000 - May 2000

  Change Control Developer

  Requested to work with a small team to design and develop change control procedures surrounding the implementation of an Enterprise Resource Planning system. Attended several JDE OneWorld courses aimed at the technical implementation, development and administration of the Enterprise Resource Planning system. Based on the knowledge gained, drafted policy and procedures surrounding the use of the JDE OneWorld tools for promoting changes and supplementing those tools with forms to introduce, approve, manage, test and promote changes to the production environment. This was not fully implemented prior to changing functions. Show less

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  Inland Paperboard and Packaging, Inc.

  May 2000 - Jan 2001

  JDE Applicaiton Administrator

  Moved into this position following the development of the change control procedures since gaining the knowledge for this function through attending several courses provided by the ERP vendor. Completed code transfers, package builds and deployments for the various environments. Applied vendor supplied code fixes and service packs as necessary. Maintained the configuration of the two JDE OneWorld installations of and conducted daily system monitoring. Developed documentation and checklists for these functions. Assisted development teams in the integration of several point solutions such as Vertex, Optio, KIWI, Customworks and DSI with JDE OneWorld. Engaged in a variety of troubleshooting issues. Show less

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  Temple-Inland

  Jun 2001 - May 2013

  Managed a cross functional team of highly technical people responsible for troubleshooting and resolution of reported issues as well as user provisioning for all network and application access. Responsible for the Incident and Knowledge Management functions for the Information Technology department. • Supervised team of 9 employees whose service levels for ticket completion surpassed the department goal of 92% by 3%.• Designed and implemented ServiceNow for Incident and Knowledge Management providing the ability to record and resolve incidents as quickly as possible, and at the proper level.• Streamlined Incident Management policies and procedures and raised the maturity level for those processes.• Implemented and managed a knowledgebase repository which included articles providing instruction on handling and resolution of known issues used by technicians and end users.• Managed the implementation and the training of an in-house Tier 1 Service Desk. This change reduced the team’s budget by $150,000 each year. Incident resolution at the Tier 1 level increased by 36% in the first six months. Customer satisfaction increased as well.• Managed the relationship and the daily administration of the vendor responsible for the Tier 1 Service Desk.• Responsible for communicating outages and down time to end user community.• The first step in the escalation process for incidents in our environment. Worked hand in hand with customers to help during and after the resolution of the issue. Over 70 % of those escalations were resolved at my level.• Managed the Network Operations Center (NOC) function for 108 sites. Managed project to add this function to the team without adding headcount by streamlining processes and driving efficiency.• Assisted in the migration of the former Temple-Inland Tier 1 and Tier 2 Service Desks and the Service Management functions to International Paper as a result of acquisition. Show less The Enterprise IT Change Management group, for which I am the Lead, is responsible for all activities related to ITIL initiatives, Change/Configuration/Request/Problem Manager, maintenance windows planning and reporting are all relate to my job function. Some of the specific funtions as as follows:Policy and Procedure developmentCompliance monitoring and reviewWorkflow design & implementationTraining coordinationCoordinate and chair required review and planning meetingsProvide approvals as required for Change ManagementProblem Management functionsService Management Initiatives (Config, Release and Service Level Management)Crystal Reporting across all of IS&T Show less

  • Lead, Tier 2 Service Desk

    Apr 2009 - May 2013

  • Enterprise IT Change Management, Lead

    Jan 2006 - May 2009

  • JDE Application Administration (CNC) Lead

    Jun 2001 - Dec 2005
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  Austin HDI

  Jan 2009 - Aug 2016

  VP of Finance

  As a member of the Board of Directors, my specific role was to manage our Chapter's finances, maintaining the books and reporting to HDI Global. We all participated in coming up with ideas and speakers for chapter meetings.

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  International Paper

  May 2013 - Sept 2015

  CNC Lead

  I have assumed this role again in an attempt to stay with IP for the time being for personal reasons. A lot has changed in the 6 years I have been away, but it is coming back to me. When I do start looking for another position though, I hope to return to the Service Management field in some capacity.

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  ERCOT

  Jan 2017 - Apr 2019

  Change Management Coordinator

  Ensures proper planning, deployment and decommission of changes to Ercot's facilities, infrastructure and software. Maintain and enforce the processes and procedures that govern the IT Release, Change and Configuration Management.Has oversight, administration, facilitation and technical support of changes that affect ERCOT facilities, infrastructure, and software. Ensures audit tracking, reliability, availability, correct functionality, system integrity, and risk mitigation. Plans, directs and coordinates release and change activities. Coordinates within the department, business units and with the IT operations and infrastructure teams to ensure that the systems run and interface smoothly. Maintains and enforces the processes and procedures that govern management of the IT Release & Control Corporate Standards, Policy and Procedures. Ensures adherence to departmental policies and procedures providing consistency and repeatability in the final solution for service delivery. Ensures compliance with related internal Corporate Standards, Policies and Procedures, and Regulatory requirements. Show less

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  Currently unemplyed

  Apr 2019 - Sept 2019

  Transition from Texas to Indiana

  During this time I was preparing to move to Indiana from Texas. I got my home ready for sale, packed and moved in this six month period.

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  Valley Veiw on Fall Creek Golf Course

  Sept 2019 - Apr 2020

  Pro Shop Attendant