KY SMITH
Baltimore,MD
Summary
IT operations and endpoint engineering professional overseeing critical support functions for diverse user bases. Expertise in incident management, team leadership, and process optimization, resulting in improved service reliability and reduced downtime. Committed to implementing innovative solutions that enhance operational efficiency and security.
Overview
13
13
years of professional experience
1
1
Certification
Work History
LEAD TECHNICAL SUPPORT ANALYST
Urban One
Silver Spring, MD
2019.01 - 2025.01
- Led enterprise support operations across 11 markets supporting 1,500 users, hybrid infrastructure, endpoint engineering, security hardening initiatives, and business-critical SaaS platforms.
- Led support operations for 1,500 users across 11 markets while serving as technical lead for a Service Desk team of 4, guiding performance through KPIs, staff development, and escalation support.
- Led, coached, and mentored Service Desk team members, supporting performance management, scheduling, and ongoing development to maintain a high-performing support team.
- Monitored team performance against service level agreements (SLAs) and adjusted workflows to ensure consistent service delivery and target attainment.
- Resolved and managed 80+ incidents weekly while supporting SLA targets, reducing repeat incidents, and maintaining reliable service delivery.
- Served as escalation point for complex technical issues, providing advanced troubleshooting and resolution beyond Tier 1/2 support capabilities.
- Collaborated with stakeholders to implement IT process enhancements, including incident and problem management improvements, reducing downtime for business-critical services.
- Analyzed help desk trends and ticket activity to proactively identify recurring issues and implement solutions, reducing ticket volume and improving response efficiency.
- Developed and standardized response workflows for emergency onboarding and offboarding requests to support time-sensitive access needs and reduce operational disruption.
- Served as point person for annual SOX access control audits, producing audit evidence for onboarding/offboarding controls, SaaS account status (WideOrbit, Google Access Manager, Triton), and asset inventory records supporting procurement compliance.
- Leveraged PowerShell to automate Active Directory account creation, support Microsoft mailbox migrations, and generate SOX audit reports, reducing manual effort across identity and compliance processes.
- Monitored and responded to security alerts across Microsoft Defender, SentinelOne, Absolute, and Barracuda, investigating anomalies including geofence violations, agent self-healing events, and access irregularities to support incident response and endpoint protection.
- Administered user lifecycle management through Active Directory, Azure AD, Microsoft 365, and Okta, including group access, license provisioning, access governance, and MFA support.
- Investigated and remediated MFA anomalies through Okta log analysis to validate access activity and strengthen authentication security.
- Administered Microsoft 365 and hybrid Exchange environment, including shared mailboxes, online archives, distribution groups, litigation holds, mail restores, and compliance requests through Microsoft Purview.
- Built, configured, and deployed Mac and Windows endpoints for onboarding, refreshes, replacements, and project-based deployments.
- Administered JAMF for Mac inventory management, policy enforcement, and deployment of security and business applications.
- Managed hardware asset lifecycle operations using Absolute, Microsoft Defender, and JAMF, including inventory controls, replenishment planning, asset tagging, enrollment, and distributed deployment logistics.
- Served as SME supporting business-critical SaaS and enterprise applications including WideOrbit Traffic, Nielsen PPM, XTrends, Act-1, Infor Lawson Add-ins, Nesbit, TVersity, and Adobe Acrobat Pro.
- Supported administration of Avaya voice systems, including user extensions, direct numbers, and moves/adds/changes.
- Provided technical support for quarterly enterprise Town Hall broadcasts in Microsoft Teams and Zoom reaching approximately 1,500 users, including meeting readiness, troubleshooting, and security controls.
- Contributed to ServiceNow to SolarWinds ticketing transition, including categorization, onboarding workflows, reporting structure improvements, and support process refinement.
- Oversaw development of knowledge base articles and documentation, enhancing troubleshooting consistency and empowering user self-service.
- Acted as primary liaison between IT and business users, ensuring clear communication of issues, expectations, and resolutions.
- Participated in evaluation and implementation of new technologies, supporting continuous improvement of IT service delivery.
- Delivered dedicated VIP support for the company founder, offering immediate technical assistance and on-call service at their residence.
DESKTOP ENGINEER
Urban One
2015.01 - 2019.01
- Managed enterprise imaging and deployment operations using Symantec Ghost and Macrium Reflect, ensuring standardized Windows builds and facilitating large-scale Windows 10 deployments.
- Administered file and print servers, managing permissions, shared resources, printer deployment, and network drive mappings through Group Policy.
- Supported administration of file and print servers, including permissions, shared resources, printer deployment, and network drive mappings through Group Policy.
- Supported backup and disaster recovery readiness through Volume Shadow Copy Service (VSS) for file restoration and continuity protection.
- Created internal support documentation and coordinated hardware lifecycle activities, including procurement, deployment, repair, and asset tracking.
HELP DESK ANALYST
Urban One
Silver Spring, MD
2012.01 - 2015.01
- Led cross-market deployment project upgrading 700+ machines from Windows XP to Windows 7, overseeing imaging strategy, device refresh, and on-site rollout execution; completed deployment 20% ahead of target timeline.
- Managed identity administration tasks including password resets, account unlocks, group membership changes, and access troubleshooting to enhance user access and security.
- Facilitated endpoint deployments, hardware break/fix, and remote support while maintaining service desk documentation across distributed markets for improved operational consistency.
- Led cross-market deployment project upgrading 700+ machines from Windows XP to Windows 7, overseeing imaging strategy and on-site rollout execution.
Education
Year Up IT Program - Information Technology
The Community College of Baltimore County
Catonsville, MD2012-01
Skills
- Incident management
- Access management
- Asset Lifecycle Management
- Exchange Online
- Microsoft 365
- Hybrid Exchange
- SaaS Administration
- Security Monitoring
- Incident Response
- Security Hardening
- Compliance Documentation
- Business Continuity
- Process Improvement
- Data Recovery Solutions
- Configuration management
- IT Operations Leadership
- Technical Team Leadership
- Active Directory
- Endpoint Engineering
- Microsoft Purview
- Okta
- Email Recovery Management
- SOX Compliance
- Qualys
- SentinelOne
- Microsoft Defender
- JAMF
- Macrium Reflect
- Symantec Ghost
- Broadcast Systems Support
- Data Trend Analysis
- Workforce Management
- Enterprise Resource Planning
- Financial Systems Support
- Media Streaming Support
- Document Management Solutions
- DNS
- DHCP
- Group Policy
- File & Print Services
- VSS
- PowerShell
- VPN
Websites
Technical Skills
Active Directory, Azure AD (Microsoft Entra ID), Microsoft 365, Exchange Online, Okta, Hybrid Exchange, Microsoft Purview, Litigation Holds, Mail Restores, SOX Compliance, Microsoft Configuration Manager, JAMF, Macrium Reflect, Symantec Ghost, SentinelOne, Qualys, Absolute, Microsoft Defender, WideOrbit, Nielsen PPM, XTrends, Act-1, Infor Lawson, Nesbit, TVersity, Adobe Acrobat Pro, DNS, DHCP, Group Policy, File & Print Services, VSS, VPN, Avaya, PowerShell
Certification
- CompTIA A+
- ITIL 4 Foundation
- Zscaler Endpoint Practitioner
Recognition
- Employee of the Quarter, 2020
- Alfred C. Liggins Employee of the Year, 2022
Selected Enterprise Initiatives
- Led enterprise migration of 500+ PST files into Exchange Online Archive Mailboxes, designing a migration strategy to prevent corruption of large files and improve Outlook performance; delivered white-glove migration support for executive leadership including the CEO.
- Served as key contributor in transition of 500+ users to remote work during COVID-19 without business disruption, coordinating deployment of laptops preconfigured with SaaS applications, VPN connectivity, and TeamViewer.
- Served as technical lead for onboarding 115 users across three markets following radio station acquisition, coordinating identity provisioning, endpoint deployment, and business application access readiness.
- Developed Windows 11 golden image aligned to NIST security hardening guidelines for enterprise deployment.
- Contributed to enterprise cyber recovery by reimaging, configuring, and coordinating deployment of 150+ replacement laptops following widespread disruption.
- Restored secure access for 500+ users through endpoint rebuilds, domain integration, and deployment coordination.
- Spearheaded security hardening across 500+ Windows and Mac endpoints through deployment of Absolute, SentinelOne, and Qualys using Microsoft Configuration Manager and JAMF.
- Led remediation coordination for 150 endpoints requiring manual installation outside automated deployment methods.
- Partnered with Security Operations to develop phishing simulation initiatives to strengthen user awareness and reduce social engineering risk.
- Led recovery effort restoring access for approximately 300 users following TV One child domain failure through account provisioning, security group mapping, and endpoint migration coordination.
Timeline
LEAD TECHNICAL SUPPORT ANALYST
Urban One
2019.01 - 2025.01
DESKTOP ENGINEER
Urban One
2015.01 - 2019.01
HELP DESK ANALYST
Urban One
2012.01 - 2015.01
Year Up IT Program - Information Technology
The Community College of Baltimore County