Kyle Smith

Serve as a senior engineer and escalation point across a multi-client MSP portfolio, supporting client networks, servers, and end users. Administer Microsoft 365 and Entra ID tenants, configure firewalls and VPNs, and manage tickets within SLA targets.

Sole hands-on IT resource for a family-owned food manufacturer, owning the production and corporate network across five facilities. Administered the Deacom ERP and provided end-user support company-wide.

Dedicated senior engineer for LHarris Technologies in a high-security defense environment, and supported the U.S. Pharmacopeial Convention as a second primary account.

Served as senior escalation point for complex incidents involving networking, server access, and application failures. Identified recurring issue patterns and contributed fixes and documentation.

Resolved escalated hardware, software, and connectivity issues for desktops, laptops, and mobile devices. Handled access requests and account administration while meeting SLA targets.

First point of contact for enterprise support requests via phone, email, and ticketing system. Resolved password resets, account lockouts, and common desktop issues, and triaged tickets by urgency.

Managed daily operations of a Verizon authorized retail location, including staffing, scheduling, inventory control, and loss prevention. Led device activations and provided hands-on troubleshooting for consumer and small business customers.

Provided on-site IT support for a regional Orkin branch office, supporting field service technicians' mobile devices and maintaining branch workstations and network. Handled hardware setup and imaging, and assisted with employee onboarding and offboarding.