Consultant Profile: Keith Smith

Before joining Resolvit as a financial project manager over five years ago, Principal Consultant Keith Smith had never worked as a consultant. Keith had worked at NCR Corporation for 10 years and PNC Bank for seven, becoming a senior business analyst and an assistant vice president, respectively. “I had no idea what it was like to be a contractor, so there was a certain fear factor,” he says.

The stable “company man” was especially nervous about the six-month contract. But Resolvit’s Business Services Managers made him “feel really comfortable in making that transition from being a company person to being a contractor for Resolvit working at a client site.” And his six-month assignment to update a billing application for greater ROI went so well that the team was “able to improve the process, document the process, and get the process working at an optimal level such that they wanted me to continue with that role for an ongoing basis,” Keith says. Almost six years later, he still works for the same client. Keith’s never bored, though, since change is one of the most consistent parts of the job.

“It’s very challenging, there’s a lot of different things that the client throws at you, there’s a lot of opportunity to learn different things,” he says of his role. Although his official title with the client is Senior Financial Analyst, change management is a significant part of his duties as well. Keith manages the change for several billing applications, including a portal for internal billing that handles $2.2B annually.

“Not only do I manage day-to-day operations, I do the billing support. I do the system administration, I do the trainings. So [for] any new users, new departments, new businesses that come in and want to use any of these applications, I hold training seminars.” He also performs all of the documentation, sometimes relying on Resolvit technical writers for support. “If there’s a need for extra people, I’m always putting Resolvit out there as a resource that the client can use,” he says.

This supportive Resolvit camaraderie, felt from his earliest days as a consultant, is one of the most rewarding aspects of the role. “What I really like about Resolvit is that as a consultant, everybody’s really supportive of your needs. You feel connected, and that you’re part of a team.”