David Smith
Orlando
Summary
Skilled IT professional with extensive experience in system troubleshooting, business continuity, and disaster recovery. Proven expertise in managing and supporting various IT environments, including Windows and Linux platforms. Strong background in incident management, network troubleshooting, and hardware diagnostics. Adept at supporting business continuity during critical downtime, including virtualizations, data restoration, and backup recovery. Excellent communicator focused on efficiency and accuracy, experienced in training and mentoring team members to ensure high operational standards. Known for working well under pressure to ensure system stability and security while maintaining seamless service for clients. Highly familiar with cybersecurity protocols and recovery procedures, with a strong commitment to client satisfaction and system protection.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Blue Diamond BCDR Technician
Kaseya - Datto
08.2024 - Current
- Provides additional support in the Datto BCDR role with a higher level of expectation and expertise.
- Occasionally supports business continuity during system downtime by creating and managing local or cloud virtualizations, as well as restoring backed-up data to new hardware via network transfer or direct installation, when primary team members are unavailable.
- Trains new technicians on standard operating procedures, ensuring consistency across the team.
Level 1 BCDR Technician
Kaseya - Datto
04.2024 - Current
- Provided remote support for various MSP's working offsite using VPN connections or other remote access tools.
- Ensured that our clients' vital systems remain operational, protected, and swiftly recoverable in the face of disasters, cyber-attacks, or any disruptive events
- Performed incident triage and maintained ownership until resolved or escalated for further research
- Maintained detailed documentation of all troubleshooting steps, customer interactions, and resolutions to ensure efficient knowledge transfer among peers.
Technical Support Specialist
Crosslink Professional Tax Services
10.2023 - 03.2024
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution
- Reduced response time with effective communication skills and ensuring customers received prompt assistance
- Developed comprehensive knowledge of company's products and services to provide accurate solutions to client inquiries
- Resolved 25 technical support inquiries per day
Unit Manager
Waffle House
01.2021 - 10.2023
- Completed routine audits to maintain up to date records of inventory
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Implemented new POS systems, main computer, printers, and router during opening of restaurant
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Salt Lake City, UT10.2025
Skills
- NTFS, EXT, ZFS filesystems
- Network Troubleshooting
- Incident Management
- Hardware Troubleshooting
- Application installations
- Windows 7, 8, 10, 11
- Cybersecurity knowledge and recovery
- Linux
- VPN's
- Works Well Under Pressure
Certification
- CompTIA Security+
- CompTIA Network+
- CompTIA A+
- CompTIA - Secure Infrastructure Specialist
- CompTIA - IT Operations Specialist
- ISC2 - Certified in Cybersecurity (CC)
- ITIL Foundation - IT Service Mangement
Timeline
Blue Diamond BCDR Technician
Kaseya - Datto
08.2024 - Current
Level 1 BCDR Technician
Kaseya - Datto
04.2024 - Current
Technical Support Specialist
Crosslink Professional Tax Services
10.2023 - 03.2024
Unit Manager
Waffle House
01.2021 - 10.2023
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
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