Beth Smalley
Suffolk
Summary
IT Specialist with a proven track record in network security, data analysis, and cloud computing management. Demonstrates exceptional problem-solving skills and adaptability, ensuring seamless technology integration and operational efficiency. Committed to delivering outstanding customer service and managing multiple tasks effectively. Recognized for high productivity and dedication to enhancing user experiences.
Overview
26
26
years of professional experience
1
1
Certification
Work History
IT Specialist (PLCYPLN/DATAMGT) GS13-2210-13
Joint Chiefs of Staff Data and Services Division (DSD)
Suffolk
09.2020 - Current
- Led the management of a contracted technical team in implementing DoD-wide data sharing, information, and information services in accordance with DoD Instruction 8320.07.
- Transitioned a $500K government data standards project to an open-source platform leveraging project management methodologies to enhance transparency and reuse.
- Provided expert strategic guidance to senior leadership on long-term data policy plans, regulations, and procedures.
- Authored and delivered comprehensive briefings on complex IT issues to working groups and senior management officials, ensuring continuous coordination across DOD and other federal agencies.
- Served as the primary Data & Interoperability Standards Expert, driving guidance, adjudication, and tactical standardization
Supervisory IT Specialist (PLCYPLN) GS13-2210-13
Norfolk Naval Shipyard (NNSY)
Portsmouth
02.2018 - 08.2020
- Managed a team of 22 federal employees and 4 contractors overseeing IT Service Desk and Account Management support for approximately 10,000 users.
- Directed daily operations including NMCI and legacy network issue resolution, ensuring consistent, high-level IT customer service.
- Oversaw permissions and account management for classified and unclassified networks across three platforms.
- Conducted comprehensive evaluations of customer service IT systems, utilizing analytical studies and cost-benefit analyses to identify and implement improvement projects.
- Developed and implemented cross-department strategic plans, IT budget proposals, and policies for evaluating program performance metrics.
- Led the full lifecycle implementation of a $1M ticketing system, from research to deployment, significantly improving service delivery.
- Acted as Division Head (GS-14) delegate for 2 months, representing 59 civilians and 25 contractors.
- Prepared and delivered executive and cross-functional training sessions for 10,000 users.
Service Center Team Lead GS12-2210-12
Defense Contract Management Agency (DCMA)
Whitehall
08.2016 - 02.2018
- Served as the leading Subject Matter Expert (SME) for IT customer support operations and service delivery for customers, team members, helpdesk analysts, and management.
- Developed and implemented standardized IT customer support procedures, checklists, and knowledge articles ensuring consistent delivery of on-site and remote troubleshooting services.
- Conducted training and coaching for analysts, improving service delivery and cross-functional knowledge.
- Introduced innovative tools and practices enhancing customer satisfaction.
- Implemented IT metrics for service quality, incorporating user feedback into continuous improvement initiatives.
Customer Service & Sustainment and Analytics Agent GS12-2210-12
Defense Contract Management Agency (DCMA)
Whitehall
07.2010 - 08.2016
- Delivered customer support for over 20,000 users on a global network.
- Executed secure account management across multiple legacy and DoD applications.
- Conducted system checks and incident management ensuring 24/7 Mission-critical service availability.
- Provided support for teleworkers and remote customers accessing virtual desktops.
- Resolved high-priority tickets and managed nightly log reviews.
- Assisted network engineers and system administrators in diagnosing network outages and performed root-cause analysis.
Information Systems Technician
United States Navy
03.2000 - 03.2005
Education
BACHELOR OF SCIENCE - Hospitality Management
The Ohio State University
Columbus, OH08-2008
Skills
- Project management
- IT service delivery
- IT policy writing
- Problem solving
- IT service management
- IT troubleshooting
- Project implementation
- ITIL framework
- Systems analysis
Federal Status
Exempt / Competitive
Veteran Preference
Yes
Certification
- Project Management Professional (PMP), 2024
- ITIL LEVEL I Foundations Course, 2012
- Network Security, SEC+ Certified, COMPTIA, 2009
Clearance
Top Secret Tier 5
Personal Information
Citizenship: U.S. Citizen
References
References available upon request.
Timeline
IT Specialist (PLCYPLN/DATAMGT) GS13-2210-13
Joint Chiefs of Staff Data and Services Division (DSD)
09.2020 - Current
Supervisory IT Specialist (PLCYPLN) GS13-2210-13
Norfolk Naval Shipyard (NNSY)
02.2018 - 08.2020
Service Center Team Lead GS12-2210-12
Defense Contract Management Agency (DCMA)
08.2016 - 02.2018
Customer Service & Sustainment and Analytics Agent GS12-2210-12
Defense Contract Management Agency (DCMA)
07.2010 - 08.2016
Information Systems Technician
United States Navy
03.2000 - 03.2005
BACHELOR OF SCIENCE - Hospitality Management
The Ohio State University