Rod Smith

Desktop Support Technician with 15+ years of hands-on experience supporting desktop, laptop, printer, and video conference systems across municipal, federal, and enterprise environments. Skilled in tier 2/3 hardware and software troubleshooting, MDT-based imaging and deployment, and workstation support across Windows XP through Windows 11. Experienced setting up and running Zoom and Microsoft Teams video conferences, including live public broadcasts of municipal meetings.

Comfortable working independently under pre-established procedures and SLAs, maintaining IT asset records, and updating ticket tracking systems. Associate's degree plus extensive equivalent hands-on experience. CompTIA A+ and Network+ certified (open to renewal), Microsoft Certified Professional (MCP), and Microsoft Certified Desktop Support Technician (MCDST).

Level 2 Technician - Town of East Greenwich - East Greenwich, RI

(2021-06 - 2026-07)

Provided front-line technical support to end users, troubleshooting incident requests for hardware, software, and peripheral issues with a strong customer-service focus across all Town departments.

• Installed, configured, and maintained PCs, laptops, monitors, docking stations, printers, and mobile devices/smartphones for end users Town-wide, per IT Director specifications.
• Oversaw IT asset inventory, tracking equipment and performing scheduled preventative maintenance to ensure reliable day-to-day operation.
• Coordinated and executed technology equipment moves across departments, upholding cabling standards throughout office relocations and new equipment deployments.
• Administered Active Directory user accounts and permissions; owned end-to-end standard imaging process for general users and specialized builds for the Police and Fire Departments.
• Managed automated patch deployment via ManageEngine Endpoint Central and configured/validated FortiClient VPN and wireless access on laptops prior to reissue.
• Led a full smartphone and mobile device migration (iPhones upgraded to iPhone 16e, iPads, portable hotspots) alongside a Town-wide Windows 10 Pro to Windows 11 Pro OS migration, minimizing disruption to daily operations.
• Partnered with the Network Administrator to maintain a high-availability LAN; identified recurring issues, documented root cause, and escalated to appropriate IT teams.
• Set up, initiated, and managed live Zoom and Microsoft Teams video conferences for monthly Town Council meetings, ensuring reliable public broadcast access for residents unable to attend in person.

Dispatcher - Northeast Marine Pilots Association - Rhode Island

(2018-10 - 2024-01)

Delivered overnight, time-critical dispatch operations between Cape Cod and New York, exercising independent judgment and consistently exceeding customer expectations under high-pressure conditions.

• Logged, tracked, and prioritized all inbound requests, coordinating real-time updates with pilots and crews to ensure accurate, compliant communication across a 24/7 operation.
• Maintained meticulous records and documentation of all dispatch activity, reinforcing the accountability and attention to detail required in high-stakes environments.

Voyage Data Specialist - Moran Shipping Agencies Inc. - Rhode Island

(2015-12 - 2020-08)

Managed data entry, troubleshooting, and issue resolution for vessel arrival requests across 24 ports in 14 states using IMOS and VESLINK enterprise database systems, ensuring data accuracy and system integrity.

• Identified and escalated recurring database submission errors to appropriate operations teams, documenting findings to support continuous process improvement.
• Collaborated cross-functionally with Operations and Accounting teams to support an integrated, accurate information network across the organization.

Lead IT Specialist - P3I, Inc. / U.S. Naval War College - Newport, RI

(2009-03 - 2015-11)

Installed and configured computer hardware, peripherals, and software for end users on a high-security federal campus, supporting both site-specific and enterprise-wide deployments.

• Improved customer satisfaction through personalized end-user training; helped maintain the department's IT asset inventory and set up Active Directory user accounts for new and transferring staff.
• Performed technical support and troubleshooting of client OS, hardware, software, networking, and e-communications compatibility issues in accordance with departmental policy; documented and escalated recurring issues to IT leadership.
• Served as a go-to technical resource for staff, providing cross-training, on-call coverage (including weekends and holidays), and support for departmental moves and new equipment deployments.

A.A. - Business Administration - Mitchell College