Monique Smith
Raytown
Summary
Adaptable IT Support Professional & Systems Specialist with a focus on Information Security and Technical Operations. Proven track record of managing complex hardware and software ecosystems across high-pressure environments, including Big Tech (Meta), Healthcare, and Enterprise Retail. Expert at bridging the gap between sophisticated technical infrastructure and end-user needs, with a foundational commitment to data privacy (HIPAA/PCI)and network integrity. Leveraging a background in incident triage and systems troubleshooting to pivot into Cybersecurity, with a dedicated focus on threat mitigation, asset protection, and secure technical deployments.
Overview
3
3
years of professional experience
2026
2026
years of post-secondary education
Work History
Meta Market Manager (On-site at carrier locations)
2020 Companies
Kansas
03.2025 - Current
- Hardware Demonstration: Delivered high-fidelity technical demonstrations of Meta’s latest wearable technology and hardware innovations, explaining complex AR/VR/AI specifications to diverse audiences.
- Product Knowledge Transfer: Acted as a Subject Matter Expert (SME), providing deep-dive technical training to retail leadership and associates to ensure accurate product positioning and troubleshooting.
- User Experience (UX) Analysis: Assessed shopper technical requirements to recommend tailored Meta solutions, translating hardware capabilities into user-centric benefits.
- Project Lifecycle Management: Collaborated with cross-functional engineering, marketing, and sales teams to align retail initiatives with global product roadmaps and business goals.
- Data-Driven Optimization: Partnered with management to evaluate retail performance metrics, optimizing marketing strategies and product deployment to maximize revenue and adoption.
- Resource Allocation: Oversaw marketing budgets and technical assets, ensuring the efficient deployment of resources for high-impact promotional campaigns and product launches.
- Operational Autonomy: Managed complex daily responsibilities and technical asset maintenance independently in a high-pressure, fast-paced retail environment.
Brand Ambassador
Phillips 66 Big 12/Touchdown Marketing
Kansas City
03.2025 - Current
- Interactive Hardware Operations: Managed and maintained high-volume digital photo kiosks, ensuring 100% uptime for over 700+ user interactions during a high-profile live event.
- Industrial Equipment Calibration: Operated and monitored specialized thermal heat-press machinery to deliver 900+ custom-configured products, maintaining strict safety and quality control standards.
- On-site Technical Support: Resolved immediate hardware malfunctions and software glitches in a fast-paced "live footprint" environment to prevent service interruptions.
- Mobile Application Deployment: Facilitated the end-user setup and configuration of the Phillips 66 "Fuel Forward" application, guiding customers through installation, account security, and UI navigation.
- Technical Education: Translated complex app features into easy-to-understand instructions, driving high-volume user adoption and improving digital engagement metrics.
- Crowd Flow & Resource Management: Optimized throughput for technical "stations" (Photo Kiosks/Hat Bar), ensuring efficient processing of over 2000+ total customer interactions.
Night Auditor (Temp)
TS2/Hampton Inn South
Kansas City
12.2024 - 03.2025
- Systems Troubleshooting: Served as the primary on-site point of contact for resolving guest-facing technical issues, including Wi-Fi connectivity, VoIP phone systems, and hardware malfunctions with in-room electronic devices.
- Database Management: Executed the "Night Audit" process, ensuring the integrity of daily financial data and system synchronization within the Property Management System (PMS).
- Network Oversight: Monitored and reported hardware irregularities or network downtime to corporate IT, ensuring 24/7 uptime for critical hospitality operations.
- Financial Reconciliation: Performed complex end-of-day accounting audits, balancing financial reports and reconciling credit card transactions with a high degree of accuracy.
- Access Management: Managed digital key encryption and secure guest payment processing, maintaining strict adherence to PCI compliance and data security protocols.
- Incident Resolution: Acted as the sole overnight operator, prioritizing and resolving operational and technical tickets independently in a time-sensitive environment.
Sales Supervisor
Macy's
Leawood
01.2023 - 06.2023
- Point-of-Sale (POS) System Administration: Provided front-line technical support for proprietary retail hardware, mobile checkout devices, and inventory management systems, minimizing downtime during peak hours.
- Hardware Troubleshooting: Resolved connectivity and hardware malfunctions for in-store tablets and handheld scanners, acting as the immediate technical escalation point for the floor team.
- Systems Training: Mentored and guided 15+ colleagues on the efficient use of digital sales tools and inventory databases to ensure data accuracy and operational efficiency.
- SLA & Performance Management: Cultivated a proactive, customer-centric culture that achieved a 25% increase in customer satisfaction scores, effectively managing "service level agreements" (SLAs) for the department.
- Strategic Implementation: Executed new sales and operational strategies within the RTW department, aligning daily floor tasks with corporate technical and financial goals.
- Workflow Coordination: Supervised all floor operations, prioritizing tasks and reallocating resources in a fast-paced environment to meet shifting demand and performance targets.
Education
IT Support Professional Certification - IT Support
Google
01.2025 - 03.2026
Cybersecurity Specialist Program -
Centriq
Skills
- Hyper-V with Windows Config
- Support
- Backup
- Switching and Routing
- ConnectWise University
- Networking Models and Topologies
- Install and Configure DNS and DHCP
- Remote Access and VPN
- IPv4 Subnetting
- M365 Concepts
- Services
- Administration
- Security
- Active Directory Domain Services
- Install and Configure Rocky Linux
- Install and Configure Kali Linux
- Cloud Security
- Risk Management Planning
- PowerShell Scripting
- Communication Protocols
- Area Networks
- Microsoft SQL Server Basics
- Sales/Marketing
- Customer Support
Websites
Timeline
Meta Market Manager (On-site at carrier locations)
2020 Companies
03.2025 - Current
Brand Ambassador
Phillips 66 Big 12/Touchdown Marketing
03.2025 - Current
IT Support Professional Certification - IT Support
Google
01.2025 - 03.2026
Night Auditor (Temp)
TS2/Hampton Inn South
12.2024 - 03.2025
Sales Supervisor
Macy's
01.2023 - 06.2023
Cybersecurity Specialist Program -
Centriq