Tanya N Smith
Summary
Accomplished professional with a proven track record in account management, delivering impactful results through strategic planning and client relationship building. Strong problem-solving abilities and project management skills contribute to high client satisfaction levels. Recognized for reliability, flexibility, and a collaborative approach to achieving team goals.
Overview
11
11
years of professional experience
Work History
Technical Support Advisor
Walden University
Remote
06.2025 - Current
- Collaborate within a 10-person tier-1 support team to efficiently triage, escalate, and resolve complex technical issues for university students.
- Manage full ticket lifecycles within ServiceNow, documentation standards, and SLA compliance for all incoming campus technology requests.
- Administer user identities and access control via Microsoft Azure, executing secure password resets, MFA configurations, and account unlocking.
- Utilize Salesforce Lightning and L2 tools to manage customer relationships, track multi-channel inquiries, and streamline escalation workflows.
- Troubleshoot diverse endpoint environments across campus, resolving network connectivity, software installation, and hardware functionality issues.
Senior Account Manager
Discover Financial Services, DFS
Remote
02.2022 - 05.2025
- Performed Billing related duties to include but not limited to; initiating disputes and dispute resolutions, balance transfers and APR reductions
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Developed deep knowledge of customer businesses and relationship to company objectives
Program Director
Boys And Girls Club Of Harford County
Aberdeen, MD
06.2019 - 01.2022
- Recruited and trained staff and volunteers to upgrade collective team skills.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Developed and implemented educational initiatives to enhance learning experiences for school-age children.
Site Director
Boys And Girls Club Of Harford County
Aberdeen, MD
12.2015 - 01.2019
- Maintained compliance with regulatory requirements while continuously seeking opportunities for process improvement based on best practices.
- Managed a team of professionals, ensuring high-quality performance and adherence to company standards.
- Led program development, ensuring alignment with organizational goals and community needs.
Education
Certificate Of Technical Studies - Computer Networking
UEI College
Chula Vista, CA06-2002
High School Diploma - undefined
Dunbar Senior High School
Washington, DCSkills
- Partnership development
- Goals and performance
- Client relations
- Account management
- Leadership management trained
- Teamwork and collaboration
- Performance tracking
- Customer service
Timeline
Technical Support Advisor
Walden University
06.2025 - Current
Senior Account Manager
Discover Financial Services, DFS
02.2022 - 05.2025
Program Director
Boys And Girls Club Of Harford County
06.2019 - 01.2022
Site Director
Boys And Girls Club Of Harford County
12.2015 - 01.2019
High School Diploma - undefined
Dunbar Senior High School
Certificate Of Technical Studies - Computer Networking
UEI College