Kash Smith
Summary
IT Support and Enterprise Systems professional with 3+ years of experience troubleshooting technical, access, and workflow issues in structured, SLA-driven environments. Proven ability to diagnose system and connectivity issues, document incidents, and support secure operations across cross-functional teams. Currently pursuing an Associate’s Degree in Computer Science and expanding technical expertise to transition into infrastructure and systems engineering roles.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Sr Specialist
Progressive
Fairburn
2022.02 - Current
- Serve as escalation point for complex incidents, ensuring resolution within SLA standards and coordinating with IT partners when necessary.
- Support secure data handling practices and ensure adherence to company and regulatory policies.
- Provide technical assist to internal employees experiencing system access, authentication, and workflow-related issues within enterprise applications.
- Assist internal employee’s through knowledge management guidance
- Document technical issues and resolutions to support audit readiness and knowledge base development.
- Analyzed complex problems and identified effective solutions.
- Reviewed processes and procedures to identify areas of improvement.
Tier 2 Technical Support Representative
Asurion
Atlanta
2019.08 - 2022.02
- Applied structured troubleshooting methodology to diagnose operating system, network connectivity, and application-level issues in Windows environments.
- Delivered Tier 1 and Tier 2 support for operating systems, hardware, and network connectivity issues across PCs, mobile devices, and modems.
- Utilized remote administration tools to diagnose and resolve software configuration, authentication, and performance issues.
- Performed malware remediation, system optimization, and device recovery procedures.
- Maintained detailed incident documentation within CRM systems and escalated advanced issues to Tier 3 support.
- Identified recurring technical issues and collaborated with cross-functional teams to improve troubleshooting workflows.
- Participate in outage escalations and system-impact investigations to restore operational functionality.
- Support access provisioning and least-privilege practices in coordination with IT and security teams.
Education
Security + (in Progress) - Computer Science
Gwinnett Technical College
Lawrenceville, GA 2025.05 - 2026.02
Skills
- Network troubleshooting
- Data security
- Problem analysis
- Incident documentation
Timeline
Security + (in Progress) - Computer Science
Gwinnett Technical College
2025.05 - 2026.02
Sr Specialist
Progressive
2022.02 - Current
Tier 2 Technical Support Representative
Asurion
2019.08 - 2022.02