Open to opportunities

Devon Kidd

@devonkidd

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Customer-focused Tier 2 IT support analyst specializing in authentication support and ServiceNow tickets.

United States

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What I'm looking for

I’m seeking advancement into a Tier 2/IT Support Specialist role where I can resolve authentication and access issues, manage ServiceNow tickets, and support customers with clear guidance, while following strict security protocols (hybrid or remote is welcome).

I’m a customer-focused IT Support Analyst with 1+ years of experience providing Tier 1 technical support in a government environment and delivering Tier 2 technical support through phone and email. I troubleshoot login, access, and system issues, including authentication errors, password resets, account lockouts, and system navigation for the DORIS tax system.

I create, update, and resolve service tickets using ServiceNow while keeping documentation accurate and meeting response-time expectations, and I handle high call volumes using Avaya. I’m trusted to train new hires and follow strict security protocols and data privacy compliance, and I’m seeking advancement into a Tier 2/IT Support Specialist role with openness to hybrid or remote work.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 IT Support Analyst

Current

Commonwealth of Kentucky Department of Revenue

Feb 2024 - Present (2 years 3 months)

Provided Tier 2 IT support to taxpayers via phone and email, resolving login/access issues for the DORIS tax system and troubleshooting authentication errors and account lockouts. Managed ServiceNow incident tickets and delivered high-volume, customer-focused guidance while following security and privacy compliance requirements.

ServiceNow Microsoft 365 Customer Support Security Compliance DORIS Tax System Support

Culinary Management (E-5)

U.S. Army National Guard

Jun 2019 - Jun 2025 (6 years)

Supervised and coordinated daily culinary operations, ensuring compliance with safety and quality standards in a regulated environment. Maintained documentation, schedules, and inventory controls, and demonstrated leadership that led to promotion to E-5.

Team Supervision Operations Coordination Safety Compliance Quality & Compliance Scheduling Inventory Control Leadership Under Pressure Time Management

Law Firm IT Support

Frost Brown Todd

Mar 2022 - Feb 2023 (11 months)

Supported legal staff with hardware and software troubleshooting and assisted with implementation of an electronic filing system to improve document access and workflow efficiency. Managed sensitive digital and physical records while maintaining strict confidentiality and supported daily office operations.

Document Management Confidentiality Office Operations Process Coordination