Keith Smith

Experience

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  US Army

  Jun 1989 - Feb 1995

  Combat Engineer

  Responsible to lead six man team during combat missionsResponsible for maintaining appropriate amount of explosives and weaponry at all timesResponsible for the execution of combat missions in accordance with battle plansAppropriate calculations of needed explosives for target demolition

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  HAO Woodworks

  Jun 1995 - Apr 2001

  Owner

  Negotiated terms of client contracts for multi-million dollar dwellingsDesigned custom cabinets, doors & spiral staircases using CAD software programsBuilt & installed custom wood productsRepaired & restored antique furnitureCustom restoration of historic government buildingsCustomer metal fabricated sign production

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  The Smith Consulting Company

  Sept 2001 - Dec 2003

  Owner

  - Negotiate terms of SLA’s with Fortune 500 companies at the C prospect level- Lead generation, prospect qualifying & closing software sales- Prototype development & delivery planning by analyzing current software development processes- Taught Requirements Engineering courses

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  T-Mobile

  Jan 2004 - Nov 2009

  Trainer

  - Perform approximately 168 quality monitors a month on employee teams- Provide timely, accurate & effective feedback & create performance improvement plans- Created & taught 60 minute courses on product/service up selling & retention techniques- Deliver/facilitate new hire & continuing education training for approximately 30 agents per class- Create & maintain a conducive adult learning environment for all participants- Analyze the results of training program & workshops by implementing tracking mechanisms- Communicate business objectives & how to achieve them successfully Show less

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  DeFelsko

  Apr 2010 - May 2011

  Technical Sales

  - Use problem solving skills to assist customers in selecting application specific instruments - Create distribution relationships & a progressive sales pipeline- Answer technical questions while closing the sale- Consistently exceeded sales lead quota of $40K averaging $80K in sales every 90 days- Execute device marketing strategies depending upon customer demand & competition- Created & executed multiple marketing campaigns in Asia, Europe & South America

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  24-7 Intouch

  Aug 2011 - Oct 2012

  Service Delivery Leader

  - Manage floor operations per Netflix SLA, planning & execution- Coach & develop Team Leaders- Ensure employees are trained properly & developed- Plan & communicate initiatives critical to business objectives with internal & external clients - Review historical metrics data to ensure appropriate documentation & action plans are in place- Provide leadership & guidance to employees at all levels- Manage Call center performance per client contract

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  MyForce

  Oct 2012 - Apr 2013

  Contact Center Manager

  - Built call center from the ground up including employee hiring and trainingCreated Sales & Customer Service programs to include organic training materials- Vendor recruitment and management to include sales, strategy, analytics, campaign management, product management, data and database operations, etc.- Responsible for sales incentive plan design, grade structure, job hierarchies and competitive analysis to meet sales strategy and business objectives - Delegate work deliverables to cross functional team members. Ensure timely completion of project milestones. Foster cross functional collaboration. Drive on-time completion.- Developed reporting processes to test the effectiveness of marketing campaigns and penetration Show less

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  Pearson

  Sept 2013 - now

  As an Incident Manager I was responsible for executing the Incident Management process for technology to support the business globally. My role is focused primarily on directing and coordinating service restoration while ensuring the underlying causes of incidents are addressed. Responsible for mobilizing resolver teams and coordinating their activities to drive and manage the efficient resolution of daily IT-related incidents that impact the Global Pearson Business. I proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders. Show less Pearson is the world's leading learning company. We partner with faculty and institutions to create innovative solutions to improve student achievement and institutional effectiveness. We support learning from the time a child enters school throughout their educational journey. We aim to help students get to college and succeed there, enter the workforce and attain their professional goals. We create and connect content, technology, assessment and services to create unique learning solutions. We also deliver services that can help schools and academic institutions achieve their goals. Show less

  • Manager, Application Production Support Engineering

    Jan 2022 - now

  • Global Incident Manager

    Jul 2019 - Jan 2022

  • Manager, Incident Information & Triage

    Jan 2017 - Jul 2019

  • Customer Incident Communications Manager

    Jul 2015 - Jan 2017

  • Service Desk Manager

    Sept 2013 - Jul 2015