Kenneth Scott Nash

Pensacola, Florida ***** 850-***-**** ad3se2@r.postjobfree.com

https://www.linkedin.com/in/scott-nash-539879174

PROFESSIONAL

SUMMARY

An experienced information technology professional looking to build a career with a great company. Proficient in various technologies with an emphasis on encryption, Linux administration, and IT support. Always working hard to exceed expectations for any job. Taking a practical approach with hands on experience when working with different technologies. Enjoys setting up lab environments to learn technologies and further development experience and knowledge. Proficient in various scripting and programming languages such as Python. SKILLS AND

TECHNOLOGIES

• Encryption Solutions: BitLocker, FileVault2

• Operating Systems: Windows 10-11, Windows Server, Linux, macOS

• Phone Systems: Avaya

• Ticketing Systems: Remedy, ServiceNow

• Scripting/Programming Languages: Python, JavaScript, C#, PHP, XML, Shell Scripting, C++, CSS, HTML

• Database Administration: SQL, MySQL, Oracle

• Identity and Access Management: Active Directory

• Network security, firewalls, DNS, VMware,

• Applications: VMware, SharePoint, Metasploit, Citrix, RDP, Cisco WebEx EDUCATION

Master of Science cybersecurity and information assurance Western Governors University December 2020 to Present WORK HISTORY

IT DESKTOP SUPPORT April 2023 to July 2023

Navy Federal Credit Union Remote

(Contract Job Through Zillion Technologies)

• Provided technical phone support to Navy Federal employees. Focusing on first call resolution for issues that could be solved over the phone.

• Escalated tickets in the ServiceNow ticketing system to the Desktop Support Team for issues as needed.

• Documented issues in the ServiceNow ticketing system. Making sure notes and contact information of the employees were accurate.

• Managed user accounts through Active Directory. Resetting passwords after verifying employees, checking security groups for user permissions, etc.

• Assisted employees with setting up office printers.

• Successfully troubleshot various software application issues for software such as Outlook, SharePoint, etc.

IT TECHNICIAN July 2022 to November 2022

Escambia County Board of County Commissioners Pensacola, Florida

• Provided phone and email support to County personnel for networked devices.

• Maintained a Criminal Justice Information Services (CJIS) certification to access jail data and network resources.

• Assisted personnel with network troubleshooting.

• Successfully troubleshot software issues experienced by County personnel.

• Administered Active Directory, resetting County personnel passwords and assigning security groups to grant permissions.

TECH SUPPORT September 2021 to February 2022

SimpliSafe Remote

• Assisted customers in setting up and troubleshooting their security system devices over the phone.

• Verified network connectivity to assigned resources.

• Checked that devices were able to send and receive appropriate connections.

• Executed standard procedures for resetting user account passwords and other workflows.

• Troubleshot network router issues. Conveying technical terms to users in a way that could be easily understood and expediate efficient issue resolution. TECH SUPPORT CONTRACTOR July 2019 to September 2019 Texas Commission for Environmental Quality Austin, Texas

(Contract Job Through Abacus)

• Successfully upgraded computer systems for the entire campus to Windows 10.

• Securely wiped old computer systems for installing Windows.

• Verified that the appropriate software applications were installed for users.

• Provided white glove service to all users as part of this computer refresh project.

• Organized user desks so that cables were neatly managed and computer equipment was connected.

SENIOR SUPPORT ENGINEER May 2015 to January 2019

Dell Technologies Round Rock, Texas

• Troubleshot issues for either client or enterprise customers through incoming phone calls and email. Initiating remote sessions with customers using Cisco WebEx.

• Troubleshoot customer issues with the Dell Endpoint Security Suite Enterprise product. Reviewing issues with the integrated CylancePROTECT antivirus solution, file folder encryption, and threat protection.

• Documented detailed findings for each case in Dell's internal ticketing system. Updated each case throughout the life of the issue. Collected logs and attached these to each case.

• Analyzed Dell Data Protection logs to find root causes for customer issues.

• Escalated cases to level 3 techs as needed. Coordinated findings with customers acting as a liaison between the level 3 team and the customer.

• Replicated customer issues in lab environments utilizing Windows Server 2012 R2 and 2016, Windows8.1 and 10, and Linux Virtual Appliances

• Utilized Oracle Knowledge for KB articles. Reviewing these for accurate information and providing feedback to the technical writing teams as needed.

• Programmed in Java a custom note taking tool for Dell Technologies. The tool was designed to import notes and automate the ticket creation process within Dell's internal

. • ticketing tool.

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