Dustin Nesom

• Resolve escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
• Assist in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
• Deliver Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution for Helpdesk and Network administration.
• Test software remotely and onsite for server sets to maintain operational readiness.
• Administer vulnerability patching to ensure system security.
• Manage security administration, server administration, and backups administration.
• Oversee helpdesk and network administration, including group policy and active directory.
• Operate Palo Alto firewalls, Cisco network switches, and access points.
• Acting Chief Information Officer while they are absent, sick, unavailable, or away on vacation.
• Handle MFDs, multitasking, and prioritization with professional written and verbal communications.
• Supervise 2 helpdesk and 1 network employees, providing tier 3 support.
• Administer WSUS and Exchange Server 2019.
• Automate tasks using PowerShell scripts for Active Directory, Exchange, etc.
• Manage Scale hyper-converged systems.
• Apply STIG settings for servers and workstations.
• Demonstrate exceptional and detailed documentation skills.
• Understand the importance of cybersecurity and its impacts.
• Hold CompTIA Server+ and A+ (expired), and CCNA Routing and Switching (expired) certifications.
• Complete Scale HC3 Training.
• Administer DNS, DHCP, and RADIUS Server for WPA2 enterprise AP authentication.
• Manage TDS IP Phone administration.
• Administer KnowBe4 Security for Email Phishing Training County-Wide and KnowBe4 Phish ER Analysis of employee-submitted phishing emails.
• Configure and maintain ADCS.
• Manage Barracuda Email Spam filter configuration, maintenance, and monitoring.
• Administer Active Directory AD Audit by Manage Engine.
• Track new tickets, delegate to appropriate IT employees, manage reports for hardware and software refreshes, ticket counts per month for monthly reports, and SLA adherence by IT department using Lansweeper.
• Manage inventory and auditing.
• Enforce Duo authentication / 2FA / MFA for county employees for Exchange, Windows, and applications used across the county.
• Administer network share (encryption, enumeration for users, permission management, share mapping for users).
• Manage Axis Camera Station camera management (70+ cameras).

• Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
• Performed day-to-day LAN and WAN administration, maintenance, and support.
• Identified and immediately resolved issues with network devices.
• Assisted IT staff on troubleshooting issues and closing calls.
• Tier 3 Helpdesk Administration
• Delivered technical support for end users utilizing desktop and laptop computers and mobile devices.
• Processed and reviewed problem tickets with company ticketing system to troubleshoot and resolve issues.
• Created and maintained user accounts.
• Managed user accounts, permissions, email systems, anti-virus protection, and firewalls.
• Installed, configured, and maintained operating systems, application software, and system management tools.
• Managed user accounts, group policies, folder access, and security settings with Active Directory.
• Configured email applications or virus protection software.
• Tested computer hardware, networking software, and operating system software.
• Tier 3 Network Administration
• Resolved network connectivity issues including LANs, WANs, VPNs in collaboration with the Network Administrator, providing advanced tier support as required.
• Configured routers and switches to secure access between multiple sites using VPN tunnels or other encryption methods.
• Oversaw system performance and proactively addressed potential issues or security protocol weaknesses.
• Participated in disaster recovery planning by developing strategies for service restoration post-outage.
• Implemented and managed network infrastructure, including routers, switches, firewalls, and VPNs, to ensure secure and reliable connectivity.
• Assisted in the evaluation and selection of hardware and software solutions, considering system requirements, compatibility, and cost-effectiveness.
• Recommended changes to improve systems and network configurations and determine hardware and software requirements related to such changes.
• Monitored network performance to determine whether adjustments needed to be made and to determine where changes needed to be made in future.
• Researched new technologies by attending seminars, reading trade articles, or taking classes.

• Collaborated with the IT team to develop comprehensive disaster recovery plans to protect critical systems during potential outages.
• Stayed up-to-date on industry trends and emerging technologies, applying knowledge to improve existing systems and processes.
• Assisted in the design and implementation of network expansion projects, supporting company growth and increased technological demands.
• Enhanced network performance by conducting regular system maintenance and troubleshooting connectivity issues.
• Provided remote support to satellite offices as needed, ensuring consistent network performance and addressing issues across multiple locations.
• Maintained inventory records of all networking equipment, streamlining asset management processes while ensuring adequate supplies for future needs.
• Supported IT infrastructure with routine backups, ensuring minimal downtime in case of data loss or failure.
• Reduced response times for help desk tickets by swiftly addressing user-reported issues related to network connectivity or hardware performance.
• Improved network security through implementing firewalls, monitoring access points, and updating antivirus software.
• Ensured reliable Wi-Fi coverage throughout the office environment by strategically placing access points and monitoring signal strength.
• Optimized network configurations for increased efficiency by regularly assessing and updating hardware components.
• Provided on-call support for network engineering duties.
• Participated in regular audits of network security measures, verifying compliance with relevant regulations and best practices guidelines from IT standards bodies like NIST or CIS Controls.
• Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
• Performed day-to-day LAN and WAN administration, maintenance, and support.
• Identified and immediately resolved issues with network devices.
• Monitored system performance and responded to alerts.
• Maintained network hardware and software and monitored network to support network availability to end users.
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• Provided basic end-user troubleshooting and desktop support.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Delivered technical support for end users utilizing desktop and laptop computers and mobile devices.
• Processed and reviewed problem tickets with company ticketing system to troubleshoot and resolve issues.
• Provided password resets to employees when needed.
• Installed, configured, and maintained operating systems, application software, and system management tools.
• Installed, configured, and serviced printers, copiers, and MFDs.
• Configured email applications or virus protection software.
• Performed a few hardware refreshes of equipment ranging from desktop computers to laptop computers, printers, mobile phones, tablets, and desk phones.
• Configured hardware, devices, and software to set up work stations for employees.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
• Assisted with updating technical support best practices for use by team.
• Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
• Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
• Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
• Streamlined help desk processes for increased productivity and improved response times.
• Contributed to the development of internal knowledge databases to facilitate information sharing among team members.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow and responded to technical support needs.
• Documentation of work processes, troubleshooting steps, and mitigation techniques.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Patched software and installed new versions to eliminate security problems and protect data.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Developed and implemented preventive maintenance procedures.

• Installed cabling, wireless routers and telephone systems for data communications networks.
• Ran cabling and installed data drops for new node installations.

⦁ Maintain a “box” of equipment necessary for on-site repair jobs
⦁ Create work orders, invoices, and take payment on-site via Square.
⦁ Diagnose networking, laptop, desktop, tablet, and phone threats, problems, and viruses.
⦁ Implement independent judgment while implementing repair solutions.
⦁ Create and maintain positive customer-employee relationships.
⦁ Prioritize customer service
⦁ Brainstorm all possible solutions in a timely manner, and implement all possible repair solutions possible.
⦁ Travel to and from on-site calls on time, and conduct oneself in a professional manner at all times.
⦁ Work quickly, precisely, and effectively under pressure.
⦁ Enter, and checkout, incoming and outgoing computers, phones, and tablets in the system.

⦁ Log incoming and outgoing products in a database
⦁ Greet customers at the main entrance
⦁ Repair desktop, and laptop computers, as well as tablets.
⦁ Answer phone calls and transfer to appropriate co-worker.
⦁ Organizing inventory of phones, phone systems, cords, and cables
⦁ Miscellaneous office work such as filing, copying, and processing work orders and payments.

• Disassembled computers to perform diagnostics and check for repair needs.
• Updated and installed new software on desktop and laptop computers to maintain latest technology.
• Researched and identified problems with computers and advised staff and clients on plans of action.