Lafayette Smith

522 Crown Street

Willow Grove Pa, 19090
Cell: (610) 283-3241 Home: (215) 659-2530
LSmith6447@comcast.net
Summary
My objective is obtain a position that enables me to contribute to the
success of an organization through coaching, developing and training
staff to consistently deliver a high level of quality customer
service. With more than twenty-five (25) years of progressively
responsible positions within the IT industry, possess expertise in
customer relationship management, contractual SLA Management, help
desk management, project management, coaching and developing
technicians, engineers, analysts and management. Achieved business
goals through efficiency and superior customer relations.

Professional Experience and Selected Accomplishments

Quest Diagnostics (2003 - present)
National Help Desk Manager
Managing large, technically diverse staff of supervisors and
individual contributors; directing operational delivery of high level,
consistent and responsive services on a 7/24 basis; desk supports the
43,000 employees of the company; use ITIL Methodologies to build the
framework for standards, processes and systems required to deliver
high quality consistent customer service to meet key service level
goals; assess department performance through industry-standard
statistical and reporting methodologies providing data to monitor
trends; make recommendations on how to improve the quality of service
as well as reducing repeat incidents; develop and implement
world-class customer service infrastructure supporting current and new
organizational and business strategies.
Selected Accomplishments
* Manage department effectiveness through evaluation of continuing
education, training, technology enhancements and knowledge
transfer;
* Evaluate and measure training effectiveness through testing and/or
other measurement means;
* Implement innovative staffing and scheduling models to meet
support objectives of the business and reduce costs;
* Direct the implementation of methodologies that will continuously
improve first call resolution, manage customer perceptions and
build strong client relationships;
* Developed and successfully tested Disaster Recovery Plan for the
help desk. Plan provided work from home capabilities for entire
staff during building weather related events, building outages or
Pandemic situations.
Gentronic Wang (2000 - 2002)
Program Manager
Responsible for outsource managed services at GlaxoSmithKline
representing over $3M in annualized services revenues, including
management of Enterprise Solution Center help desk, asset management,
second-level desk-side support, hardware procurement, customer
relations, and profitability maximization. Screened all escalated
problems and provided guidance as needed to all staff personnel to
ensure effective problem identification and proper corrective steps
were being attempted, resulting in a 15% increase in first call
resolution SLA.
Selected Accomplishments
* Developed performance objectives for staff and wrote quarterly and
annual performance appraisals. Employee development improved as
demonstrated by promotion of team lead to replace struggling group
manager;
* Worked with help desk to ensure significant staff was scheduled
during peak as well as off-peak hours resulting in a 12% decrease
in call-abandoned rate;
* Created weekly training sessions between help desk and second
level support resulting in 20% cut in service delivery costs,
while improving efficiency of technical staff;
* Improved communications among external clients, internal
management and direct reports, resulting in increased customer
satisfaction levels;
* Consistently monitored SLA performance monitor to study employee
performance ensuring handling of customer problems within assigned
timeframe resulting in 10% improvement in overall customer
satisfaction rating.
Inacom Information Systems (1997 - 2000)
Program Manager
Managed over 30 technical resources supporting various client accounts
representing over $5M in annualized service revenues. Account
locations included such companies as PECO Energy, The Hay Group,
Commonwealth Land Title, and Conrail. Coordinated technical problem
resolution, developed and administrated performance evaluations,
developed bonus objectives, coordinating training to ensure career
development. Implemented performance standards for technical resources
within the department.
Selected Accomplishments
* Managed technical engineers providing varied services including
local area network administration, second-level desk-side support,
network design, and hardware repair, installation, and
relocations.
* Grew business within assigned accounts by seeking out and
facilitating implementation of additional opportunities
* Contributed to and supported overall services business growth of
70% in three years.
* Managed department effectiveness through evaluation of continuing
education, training, technology enhancements and knowledge
transfer.
General Accident Insurance (1980 - 1997)
Help Desk Manager
Front-line management of ten (10) help desk resources providing first
and second-level hardware and software support for over 10,000
employees throughout the United States. Maintained flex schedule to
ensure that peak and off-peak hours were covered. Coordinated training
to ensure career development and interviewing prospective employees.
Screened all problems forwarded to third level to ensure effective
problem identification and referral.
Selected Accomplishments
* Maintained 94% first call resolution rate for all problems
received by the help desk.
Senior Network Analyst
Managed token ring network conversion project for 35 branch offices
located throughout the United States. Managed gateway, terminal,
personal computer and software installation for United States
operation. Provided network support to users utilizing VTAM and IBM
Netview.
Computer Operations Team Leader
Coordinated all nightly production and ensured that all jobs were
completed accurately and printed.
Participated in all disaster recovery training and ensured that all
staff members were properly trained.
Education
Kutztown University
Temple University
Activities & Achievements
Manage and coached little league baseball for the past 7 years in
Upper Moreland Township

Specialized Training
Business Writing Development Level I & II
Inacom Leadership and Development Level I & II
Gentronics Wang Solution Selling Level I
Microsoft 2000 User Training 2001
Six Sigma Green Belt Training
ITIL Ver.3 Certified
References
Available Upon Request
Lafayette Smith
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