Kenneth B Smith

System Administration and IT Support Professional with 12 years of experience delivering advanced desktop, network, and customer-focused support, critical deployments, and troubleshooting in dynamic, high-stakes environments. Expertise and Accomplishments include: • Handled inbound/outbound calls and walk-ins as the IT front desk manager at FPL Nuclear, prioritizing and routing issues via ServiceNow with professionalism and urgency. • Resolved ServiceNow tickets across multiple roles, improving resolution times and customer satisfaction through detailed documentation and courteous client interactions. • Executed password resets, account setups, and onboarding/offboarding tasks using Active Directory and documented procedures to ensure secure, efficient user access. • Triaged network alerts and ServiceNow cases, applying escalation policies and rerouting miscategorized issues to minimize downtime and accelerate resolution. • Diagnosed and resolved advanced hardware, software, and network issues, configured virtual desktops, and deployed cloud applications using tools like Tanium. • Managed user accounts, supported MFA, and resolved networking issues while collaborating with Tier 3 to streamline access control and reduce escalation rates.