Destiny Smith

Destiny Smith began their work experience in 2016 as a Computer Technician at Micro Center, where they responded to telephone calls, chats, tickets, and email requests for technical support, installed, configured, tested and maintained computer hardware, software and peripherals, and was cited for excellence in interpersonal skills, customer service, flexibility, and reliability. In 2018, they became a Manager at GameStop, where they presided over day-to-day operations of three separate locations, ranging from business development, inventory control, sales, event planning, and human resources management. In 2020, Destiny was a Technical Support Analyst on a contract with the Defense Health Agency, where they delivered high-level 24x7 remote support for cloud-based and web-based clients via phone, email and chat, troubleshot and resolved advanced functional issues for over 200 medical applications and websites in the Military Health System (MHS), and addressed issues using Active Directory and Bomgar. In 2021, Destiny was a Help Desk Specialist on a contract with the Internal Revenue Service, where they served as subject matter expert for providing mid-level analysis for network infrastructure and baseline configurations for internal employees, leveraged advanced technical skills in patching software and installing new versions to eliminate security problems and protect data, and received 98% ratings for timely and proper configuration of network infrastructure and baseline. Finally, in 2022, Destiny was a Support Engineer at Recast Software, where they communicated professionally and empathically with each customer interaction while serving as the customer’s 1st point of contact, consulted with clients during the rollout and post-rollout stages to train and support new applications and systems, and maximized profitability and high client retention by resolving issues related to software installation and integration using SQL, SCCM, etc. Destiny also became a Support Technician at Limelight Insights by Shugoll, where they met service level agreements (SLAs) by troubleshooting all audio or video issues during the technical checks, remotely responded to issues encountered during the scheduled and facilitated video conference/sessions, and reduced technical escalations by improving the process of PC management, including the hardware repair and software installation.

Destiny Smith has attended Catonsville Community College. Additionally, in November 2020, they obtained an ADP TRUST LEVEL II certification from the United States Department of Defense.