Danielle Smith

IT professional with 7+ years of experience in technical support, helpdesk operations, and enterprise infrastructure. Currently serving as an IT Support Specialist Intern at Orlando Health, using ServiceNow, SCCM, and Active Directory in a live enterprise environment. Experienced in hardware/software troubleshooting, SLA-driven ticket management, and supporting end-users across high-availability environments.

Pursuing Microsoft

Azure certifications (AZ-900, AZ-104) to deepen cloud and infrastructure expertise. Comfortable with shift-based, 24x7 operational environments.

IT Support Specialist Intern at Orlando Health (2026-02 – Present)

• Provide enterprise-level technical support across multiple departments using ServiceNow for ticket intake, tracking, and SLA-compliant resolution.
• Administer user accounts, group policies, and system configurations via Active Directory and SCCM in a large healthcare environment.
• Troubleshoot hardware, software, and network connectivity issues; document all steps and resolutions per information security protocols.
• Collaborate with IT team on infrastructure maintenance, technology deployments, and escalation of complex issues to senior engineers.
• Perform system checks, respond to operational alerts, and maintain accurate shift handoff documentation.

Recruiter at Lake-Sumter State College (2024-01 – 2026-01)

• Managed student data tracking using Excel and CRM platforms, improving program engagement by 70%.
• Troubleshot digital platforms used in virtual learning environments and trained staff and students on technology tools.
• Streamlined digital workflows and communication systems, enhancing team productivity by 30%.

Customer Service Rep – Call Center at Bank of America (2022-01 – 2024-01)

• Delivered Tier 1 technical support for online banking platforms, resolving 40+ customer inquiries daily with a 95% satisfaction rating.
• Utilized internal ticketing systems and CRM platforms to manage, escalate, and resolve issues within defined SLA windows.
• Adhered to enterprise data security standards and confidentiality protocols throughout all customer interactions.

Mail Carrier at United States Postal Service (2020-10 – 2021-12)

• Maintained delivery records using mobile scanning technology and route management software.
• Supported backend logistics through barcode scanning and package tracking systems.

Bachelor of Science in Computer Science – South College (2026-06)

Associate Degree – College of Central Florida (2022)