Kevin Nesmith
Portland,OR
Summary
IT Support professional with 10+ years of customer service experience. Skilled at root cause analysis, technical troubleshooting, building rapport, and de-escalation. An organized and dependable candidate successful at consistently managing multiple priorities with a positive attitude.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Technician
BridgeTech
01.2023 - Current
- Frequently utilized various IT Service management systems including ServiceNow, Salesforce, Jira, ConnectWise Automate
- Provided enterprise grade MSP services to over 20 clients, with emphasis on government, law firms, and private companies
- User account and software management with Azure, Active Directory, and SCCM
- Provided on-site and remote support of Windows & Mac Operating Systems, PC/Laptops, Printers, VPN, VoIP Phones, Mobile Devices, User Workstations, and Server Room equipment
- Experienced in Citrix, VDI, and VMWare management and troubleshooting
- Recurring Microsoft Office 365 troubleshooting and Account Administration
- Daily E-mail filter management using Microsoft 365 defender, Proofpoint, Intermedia, Greenview, and Mimecast
- Authored over 40 documentation articles and consistently detailed troubleshooting notations
Restaurant Manager
Super Duper Burgers
10.2021 - 12.2022
- Managed up to 15 staff at one time
- Ensured food and beverage quality were to company standard
- Trained and coached staff on company responsibilities and expectations
- Ensured restaurant operated to financial budget and profitability
- Supervised both front and back-end operations
- Performed scheduling and various administrative and HR related functions
- Ensured restaurant was in compliance with labor, health, and safety guidelines
- Promptly and empathetically addressed guest concerns and complaints
- Maintained high standards of customer service during high-volume, fast-paced operations
- Managed inventory control and stock ordering
- Successfully built and maintained clientele and long-term business relationships
- Frequently coordinated remote sales opportunities via e-mail and phone communication
Shift Manager
Super Duper Burgers
09.2019 - 10.2021
- Managed up to 8 staff at one time
- Ensured restaurant cleanliness and appearance
- Monitored sales and operation by ensuring proper staffing
- Assisted in food preparation and quality control
- Ensured effective opening and closing operations
- Reconciled sales records with cash on hand
- Ensured stock was efficiently maintained and ordered
- Trained and coached staff on responsibilities and expectations
- Quickly resolved customer complaints and addressed requests
Police Officer
San Francisco Police Department
09.2018 - 08.2019
- Authored 15+ incident reports weekly based on investigations
- Enhanced public safety by conducting routine patrols and responding to 60+ calls monthly
- Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and communities served
- Gathered necessary information for court appearances and testified as witness under oath in court.
- Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
- Conducted witness interviews and gathered details regarding incidents to determine best course of action.
- Effectively diffused potentially dangerous situations through verbal negotiation and de-escalation techniques
- Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
Education
Bachelor of Science (B.S.), Justice Studies, Minor in Human Rights -
San Jose State University
San Jose, CA01.2017
Associate in Arts (A.A), Liberal Arts, Social and Behavioral Sciences -
Mission College
Santa Clara, CA01.2014
Skills
- Organization and Time Management
- Customer Service
- Problem Solving
- Active Listening
- Empathy
- Troubleshooting
- Active Directory
- Help Desk Support
- Microsoft Windows
- Computer Hardware and Software
Certification
Google IT Support Professional Certificate, Coursera, QMRVUMLU2SS7, 2023
Timeline
IT Support Technician
BridgeTech
01.2023 - Current
Restaurant Manager
Super Duper Burgers
10.2021 - 12.2022
Shift Manager
Super Duper Burgers
09.2019 - 10.2021
Police Officer
San Francisco Police Department
09.2018 - 08.2019
Bachelor of Science (B.S.), Justice Studies, Minor in Human Rights -
San Jose State University
Associate in Arts (A.A), Liberal Arts, Social and Behavioral Sciences -
Mission College
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