Joshua Smith
Frankfort,KY
Summary
Experienced IT leader with a proven record of building and scaling high-performing End User Support and IT Service Management organizations. Deep expertise in Incident, Problem, and Change Management (ITIL-aligned), delivering reliable, secure, and user-centric services in complex environments. Combines operational rigor with people-first leadership, developing talent, fostering accountability, and embedding a culture of continuous improvement. Adept at leveraging incident and performance data, automation, and cross-functional partnerships to reduce service disruption, improve SLA performance, and align IT support operations with broader business objectives.
Overview
17
17
years of professional experience
Work History
Security Analyst
Appalachian Regional Healthcare
Lexington, Kentucky
10.2025 - Current
- Provide protective intelligence support for executive protection operations by conducting threat assessments, physical security evaluations, and travel risk analysis for senior leaders and high-profile corporate activities.
- Support advance work for executive movements, including route analysis, alternate routing, safe haven identification, and contingency planning for domestic and international travel.
- Conduct physical security assessments of venues, facilities, and event locations, identifying vulnerabilities related to access control, perimeter security, crowd dynamics, and emergency response.
- Produce detailed advance briefs, threat assessments, and post-event reports used by executive protection teams and security leadership to guide protective operations.
- Analyze geospatial data, OSINT, and investigative information to identify emerging threats, protest activity, crime trends, and geopolitical risks impacting executive safety.
- Support incident response and crisis management by delivering real-time intelligence updates, mapping, and situational awareness during security incidents or elevated threat periods.
- Collaborate with executive protection personnel, corporate security teams, and law enforcement agencies to align intelligence outputs with operational protective requirements.
- Assist in planning security for board meetings, executive travel initiatives, and major corporate events, ensuring that protection strategies align with assessed risk levels.
- Identify physical security gaps, and recommend mitigation measures aligned with organizational policies and best practices.
- Utilize advanced security, geospatial, and communication technology platforms to enhance protective planning, operational readiness, and reporting accuracy.
- Maintain strict confidentiality and discretion when handling sensitive executive protection, physical security, and investigative information.
- Exercise independent judgment under pressure, supporting time-sensitive decision-making in complex, high-risk environments.
System Administrator
Kentucky Department Of Education
Frankfort, KY
07.2025 - 11.2025
- Led the administration of enterprise Windows and Linux server environments, supporting statewide K–12 education systems and district operations.
- Served as a senior technical resource for Active Directory, Group Policy, identity management, and access controls for educators, administrators, and staff.
- Designed, implemented, and maintained Mobile Device Management (MDM) solutions to securely manage laptops, tablets, and mobile devices used by schools and staff
- Administered and maintained enterprise phone systems (VoIP/unified communications), ensuring reliable voice services for staff, schools, and central offices
- Oversaw cloud-based print management systems, enabling secure, scalable printing across multiple districts while reducing infrastructure costs
- Architected and maintained virtualized and cloud infrastructure (e.g., VMware, Azure, AWS) to support high availability and disaster recovery requirements
- Monitored system performance, capacity, and security; led root cause analysis and resolution of complex, high-impact incidents
- Implemented and enforced security baselines, patching strategies, and configuration standards in alignment with state IT policies and cybersecurity frameworks
- Directed backup, disaster recovery, and business continuity strategies to protect critical instructional and administrative data
- Provided technical leadership and mentorship to junior administrators and support staff; reviewed work for accuracy and compliance
- Collaborated with vendors, school districts, and internal IT teams on system upgrades, integrations, and statewide technology initiatives.
- Authored and maintained technical documentation, standard operating procedures, and change management records to support audits and compliance reviews.
- Provided technical support to users, resolving hardware and software issues promptly.
- Trained staff on best practices for system usage and troubleshooting techniques.
Systems Engineer - Senior
PPL
Lexington, KY
07.2024 - 05.2025
- Lead and supervise the Endpoint Computing Team, consistently meeting or exceeding SLA and service quality metrics while supporting enterprise-wide end-user computing services.
- Provide technical leadership, mentorship, and performance oversight, fostering a culture of accountability, collaboration, and continuous improvement.
- Oversee day-to-day operations and strategic planning for endpoint services, including helpdesk support, device lifecycle management, software deployment, and mobile device management (MDM).
- Architect, administer, and optimize Mobile Device Management (MDM) and Unified Endpoint Management (UEM) solutions, including Microsoft Intune, to enforce security baselines, compliance policies, and configuration standards.
- Direct large-scale endpoint modernization initiatives, including the upgrade of 9,000+ devices to Windows 11 and the enterprise-wide migration of mobile devices to Intune.
- Develop and manage endpoint security and compliance policies for Windows, iOS, and Android devices, integrating MDM controls with identity and access management.
- Serve as the primary liaison between IT leadership, internal stakeholders, and third-party vendors, overseeing mobile and endpoint procurement, asset tracking, and vendor performance.
- Design and implement testing and validation protocols for hardware, operating systems, applications, and MDM policies prior to production deployment.
- Champion user experience and customer satisfaction by optimizing endpoint workflows, reducing device-related incidents, and resolving complex technical issues across desktop and mobile platforms.
- Lead onboarding and training initiatives, including mobile device enrollment, zero-touch provisioning, and end-user adoption of modern endpoint tools.
- Manage and maintain enterprise print services and supporting infrastructure, ensuring availability and operational efficiency.
- Leverage endpoint management, automation, and monitoring tools to streamline provisioning, patching, reporting, and compliance across the device fleet.
- Maintain technical excellence through continuous professional development, advanced training, and evaluation of emerging endpoint and MDM technologies.
Workstation Systems Support Engineer - Senior
LGE-KU
Lexington, Kentucky
11.2020 - 07.2024
- Validate application compatibility and system readiness prior to production deployment, reducing deployment risk and post-release incidents across the endpoint environment.
- Coordinate with hardware and software vendors to procure replacement parts and services, ensuring timely resolution of endpoint hardware issues and minimal user disruption.
- Support the implementation and testing of disaster recovery and business continuity plans, minimizing downtime and operational risk during system outages.
- Install, configure, maintain, and perform break/fix support for desktops, laptops, operating systems, software, and peripheral devices across the enterprise.
- Administer enterprise print services, including organization-wide management of Equitrac print servers, ensuring availability, security, and cost control.
- Lead the location-wide rollout of Microsoft Intune, establishing modern mobile device management (MDM) capabilities to improve security, compliance, and device lifecycle control.
- Orchestrate engagement with third-party suppliers to successfully execute an organization-wide printer transition, coordinating logistics, timelines, and technical integration.
- Perform moderately complex engineering and analytical activities within Desktop Operations, contributing to endpoint stability, performance, and scalability.
- Manage the full lifecycle of endpoint assets, including acquisition, deployment, performance monitoring, tuning, repair, and decommissioning of desktops, laptops, software, and peripherals.
- Maintain and optimize spare parts inventory, ensuring rapid repair capability while controlling costs and reducing downtime.
- Contribute to the development and standardization of processes and procedures that streamline operations, reduce costs, and improve service consistency.
- Collaborate closely with Service Desk, IT Operations, IT Development, and Networking teams to ensure incidents and changes are resolved within established SLAs.
- Provide endpoint support coverage for multiple regional offices, maintaining consistent service delivery across geographically dispersed locations.
- Assist in the design and implementation of new IT systems, including the development of configuration management and endpoint governance processes.
- Own and manage vendor relationships supporting endpoint computing, including hardware suppliers, software providers, print services, and managed service partners.
- Serve as the primary point of contact for third-party vendors, coordinating procurement, replacements, escalations, and service delivery to meet operational requirements.
- Lead vendor-supported endpoint initiatives, including organization-wide printer transitions, device refreshes, and technology rollouts, ensuring timelines, scope, and quality standards are met.
Regional IT Support Specialist
Total Quality Logistics Inc.
Lexington, Kentucky
01.2019 - 11.2020
- Lead and mentor a regional IT support team, ensuring consistent delivery of high-quality technical support across 10 regional offices for 1,000+ end users.
- Oversee installation, deployment, and upgrade initiatives for desktops, laptops, mobile devices, and software applications, ensuring minimal disruption and alignment with business objectives.
- Manage cross-office technology relocations, including workstation setup, network switch installation, bandwidth monitoring, and structured cabling, maintaining seamless operational continuity.
- Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting guidance and fostering knowledge-sharing within the support team.
- Act as a liaison with developers, software vendors, and hardware suppliers, negotiating solutions, driving improvements, and ensuring timely resolution of recurring problems.
- Implement process improvements, standard operating procedures, and knowledge management initiatives, enhancing team efficiency, SLA compliance, and end-user satisfaction.
- Collaborate with IT leadership to analyze support trends, identify systemic issues, and implement long-term solutions, reducing repeat incidents and improving overall IT service quality.
- Lead or participate in technical projects impacting multiple regions, including endpoint upgrades, mobile device management rollouts, and infrastructure improvements.
- Drive adoption of best practices in endpoint management, security compliance, and IT support workflows, promoting consistency and operational excellence across all sites.
District Computer Technician
Franklin County Schools
Frankfort, Kentucky
06.2017 - 01.2019
- Managed and maintained 1,000+ student devices in a 1:1 program, coordinating repairs, software updates, and Lenovo Service Center support to ensure uninterrupted learning.
- Supported district-wide network infrastructure, including LAN runs, terminations, switch installations, and troubleshooting connectivity issues.
- Installed, configured, and maintained PoE cameras and other security devices across multiple school buildings to support CIO-directed security initiatives.
- Responded to helpdesk tickets and technical issues promptly, providing desktop, laptop, and peripheral support to students, teachers, and staff.
- Assisted with software deployment and upgrades, including operating systems, educational applications, and productivity software across multiple devices.
- Conducted hardware diagnostics and repairs, including memory, storage, and peripheral component replacements, to minimize downtime.
- Maintained an organized inventory of devices, parts, and peripherals, ensuring accurate tracking and efficient allocation of technology resources.
- Collaborated with IT colleagues to streamline deployment, maintenance, and repair processes, improving workflow efficiency and reducing repeat incidents.
- Assisted with new teacher and student onboarding, configuring devices and accounts for classroom readiness.
- Supported district technology initiatives, including mobile device rollouts, software standardization, and technology integration for instructional programs.
- Documented procedures and provided training to staff and students on device usage, software applications, and basic troubleshooting techniques.
- Participated in project-based deployments, including computer lab upgrades, classroom tech enhancements, and infrastructure expansion.
District Computer Technician
Woodford County Public Schools
Versailles, Kentucky
08.2016 - 06.2017
- Managed district-wide network responsibilities across six school locations, including maintenance, performance monitoring, and troubleshooting to ensure reliable connectivity.
- Provided technical support for all teacher, staff, and administrator devices, resolving hardware, software, and network issues promptly.
- Oversaw 1,500+ device inventory within the 1:1 program, including deployment, maintenance, repair, and collection of devices at the end of the school year.
- Conducted hardware repairs and troubleshooting for laptops, desktops, Chromebit devices, and peripheral equipment to minimize downtime and support classroom operations.
- Maintained building network infrastructure, monitoring bandwidth, managing switches, and optimizing connectivity for staff and student use.
- Managed multimedia systems, including 8 multimedia displays controlled by Chromebit devices, ensuring consistent performance for instructional programs.
- Assisted in technology planning and resource allocation to meet district IT needs across multiple campuses.
- Supported the technology ticketing system, responding to end-user requests and escalating complex issues as needed.
- Participated in equipment collection, inventory audits, and end-of-year technology management, ensuring accurate records and proper device handling.
- Collaborated with IT staff to streamline workflows and processes for device deployment, repairs, and support across the district.
Signals Intelligence Analyst
United States Army
Augusta, GA
10.2012 - 09.2014
- Conducted signals intelligence analysis and targeting support to meet operational and strategic intelligence requirements across multiple echelons.
- Developed and maintained targeting packets, consolidating analytical findings, communications patterns, and behavioral indicators to support informed decision-making.
- Performed target development, validation, and pattern-of-life analysis using intercepted communications to assess intent, capability, and relevance.
- Recovered, processed, and evaluated raw signals data to produce actionable intelligence, filtering non-relevant or low-confidence information.
- Produced technical, tactical, and time-sensitive intelligence products, ensuring accurate reporting, documentation, and timely escalation of critical intelligence matters.
- Partnered with special operations units to synchronize intelligence efforts, enhance mission success, and support high-priority operational objectives.
- Coordinated the security, handling, and privacy of classified and sensitive information, ensuring compliance with information protection and operational security standards.
- Identified operational and physical security gaps through proactive analysis and recommended mitigation measures to enhance protective and mission effectiveness.
- Operated and maintained Automated Data Processing (ADP) and SIGINT collection systems, ensuring data integrity, availability, and reporting continuity.
- Performed operator-level maintenance on surveillance platforms, communications equipment, and supporting power systems to sustain mission readiness.
- Assisted with the deployment, protection, concealment, and recovery of collection assets, adhering to strict security and safety requirements.
- Demonstrated analytical rigor, discretion, and sound judgment in high-tempo, sensitive operational environments.
Geospatial Intelligence & Targeting Analyst
United States Army
Baumholder, Germany
06.2009 - 10.2012
- Supported Operation Enduring Freedom in deployed environments, providing actionable intelligence to brigade leadership, NATO partners, and other interagency organizations.
- Conducted geospatial, imagery, and full-motion video (FMV) exploitation, including Ground Moving Target Indicator (GMTI) analysis, delivering critical products for operational planning and targeting.
- Developed and maintained targeting products and intelligence packets, identifying conventional and unconventional military activity, facilities, weapon systems, and lines of communication (LOC) to support mission objectives.
- Coordinated with Unmanned Aerial Vehicle (UAV) assets and other intelligence collection platforms, providing comprehensive coverage for brigade operations and first GMTI mission analysis in Regional Command-North.
- Partnered with Special Operations units to synchronize intelligence efforts, support targeting initiatives, and enhance operational success in high-priority mission sets.
- Operated and maintained the Distributed Common Ground System (DCGS) and related intelligence platforms, ensuring accurate production, dissemination, and security of geospatial and targeting data.
- Conducted Battle Damage Assessment (BDA) and other operational analyses to evaluate the effectiveness of kinetic and non-kinetic actions.
- Produced intelligence products supporting Counter-Improvised Explosive Device (CIED) mitigation, targeting, and Intelligence Preparation of the Battlefield (IPB), disseminated to multiple intelligence agencies, subordinate battalions, and NATO forces.
- Trained and mentored fellow analysts in CIED analysis, targeting procedures, and geospatial exploitation, enhancing the capabilities of the brigade fusion cell.
- Demonstrated analytical rigor, operational discretion, and cross-functional collaboration, ensuring intelligence products directly supported mission planning, targeting, and Special Operations objectives.
Education
Bachelor of Science - Computer Information Technology
Western Kentucky University
Bowling Green, Kentucky, KY05-2027
Associate of Applied Science - Interdisciplinary Studies - Technology
Western Kentucky University
Bowling Green, KY05-2026
High School Diploma -
Frankfort High School
Frankfort, KY06-2007
Skills
- Incident response
- Threat assessment
- Information security
- Geospatial analysis
- Risk mitigation
- Critical thinking skills
- Physical security
- Team collaboration
- Firearms proficiency
- Event security planning
- Travel security management
- Technical security systems
- Security risk analysis
- Physical fitness
- Incident reporting
- Advanced threat assessment
- Asset protection strategies
- Protective intelligence gathering
- Self-defense training
- Access control procedures
- Technical surveillance
- Counter-surveillance measures
Timeline
Security Analyst
Appalachian Regional Healthcare
10.2025 - Current
System Administrator
Kentucky Department Of Education
07.2025 - 11.2025
Systems Engineer - Senior
PPL
07.2024 - 05.2025
Workstation Systems Support Engineer - Senior
LGE-KU
11.2020 - 07.2024
Regional IT Support Specialist
Total Quality Logistics Inc.
01.2019 - 11.2020
District Computer Technician
Franklin County Schools
06.2017 - 01.2019
District Computer Technician
Woodford County Public Schools
08.2016 - 06.2017
Signals Intelligence Analyst
United States Army
10.2012 - 09.2014
Geospatial Intelligence & Targeting Analyst
United States Army
06.2009 - 10.2012
Bachelor of Science - Computer Information Technology
Western Kentucky University
Associate of Applied Science - Interdisciplinary Studies - Technology
Western Kentucky University
High School Diploma -
Frankfort High School