Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Ricardo Nesmith

Ricardo Nesmith

Hollywood, FL

Summary

Professional with 20 years of experience across the private and government sectors. Currently serving as a Service Desk Analyst, specializing in troubleshooting and resolving technical issues efficiently. Demonstrates strong collaboration skills and adaptability in dynamic environments. Pursuing a master's degree in Project Management with a focus on IT, enhancing expertise in customer service and technical communication. Active DOD Secret Clearance.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Desk Analyst II

SAIC
07.2023 - Current
  • Delivered high-quality technical support to approximately 37,000 users, ensuring timely resolution and customer satisfaction.
  • Managed and documented all collaborative activities using ServiceNow, sustaining detailed records to collaborate data-driven decision-making.
  • Resolved Tier 2 issues involving infrastructure, applications, and systems, contributing to overall system uptime and operational continuity.
  • Ensured accurate triage, categorization, prioritization, and escalation of support tickets to maintain workflow efficiency and service-level agreement (SLA) compliance.
  • Supported users via multiple communication channels, including phone, chat, remote access, and email, demonstrating effective stakeholder engagement.
  • Coordinated with the Network Operations Security Center (NOSC), engineering teams, and application developers to troubleshoot and resolve complex issues.
  • Escalated unresolved or high-impact issues to upper-tier teams, facilitating swift resolution and risk mitigation.
  • Maintained and enhanced internal knowledge base resources to streamline troubleshooting and support processes.

Public Relations and Security

Amentum
02.2021 - 03.2023
  • Safeguarded the well-being and integrity of personnel and critical assets, ensuring unwavering safety and security protocols were in place.
  • Provided expert guidance to potential subcontractors, offering comprehensive insights into company policies and procedures, optimizing operational efficiency and adherence to industry best practices.
  • Spearheaded the management, preparation, and timely submission of PR reports, facilitating accurate and impact communication with key stakeholders.
  • Demonstrated proficiency in Microsoft Office and Adobe applications to meticulously edit and boost material and publications, ensuring a polished and professional image.
  • Implemented rigorous spot checks and inspections to safeguard assets from tampering, abuse, or loss, upholding a vigilant and secure environment.
  • Streamlined marketing supply processes by proactively fulfilling all requirements through meticulous document management and requisitions, ensuring uninterrupted marketing operations.

Program and Testing Coordinator

The University of Maryland Global Campus (UMGC)
06.2020 - 01.2021
  • Provided Tier 1 Help Desk support and technical assistance to prospective and current students, ensuring prompt resolution of system access, enrollment, and account-related issues.
  • Administered high-stakes testing platforms, including Pearson VUE, CLEP, and DSST, ensuring compliance with technical protocols, security standards, and operational efficiency.
  • Utilized Salesforce CRM to streamline case management, automate workflow processes, and improve data accuracy for boosted user engagement and support tracking.
  • Delivered end-to-end support for academic services, addressing technical and administrative inquiries related to enrollment, course access, and digital learning platforms.
  • Logged and supervised detailed records of all student interactions in the UMGC CRM system, ensuring data integrity and enabling personalized, data-driven follow-ups.
  • Monitored course enrollments and analyzed student data trends to support regional academic strategy, drive data-informed decisions, and increased program planning.

Marketing Manager

IAP Worldwide Services, Inc
02.2020 - 06.2020
  • Played an integral role in the development of impact branding and corporate identity initiatives, aligning the organization's image with its strategic goals and improving market positioning.
  • Devised and executed comprehensive marketing plans, encompassing well-defined promotional calendars, innovative programs, and successful launches of new products, effectively driving market penetration and revenue growth.
  • Oversaw and directed a diverse range of craft workers, multiple service contractors, and subcontractors, orchestrating flawless execution of large-scale events facilitating esteemed dignitaries and government officials at the highest level.
  • Assumed responsibility for the efficient management of resources, including tools, materials, and equipment, crucial to providing top-notch services for special events at the facility.
  • Leveraged web-based applications, Adobe Photoshop, Microsoft Office, and other cutting-edge programs to develop compelling and industry-standard marketing materials, creating a compelling visual presence and maximizing brand impact.

Access Control & CCTV Operator

Pacific Architects and Engineers
05.2018 - 06.2018
  • Monitored activities captured on cameras to inform authorities of suspicious activities.
  • Operated and maintained surveillance equipment.
  • Supplied extracts from CCTV recordings to maintain records.
  • Supported effective decision-making during critical incidents by providing real-time information from CCTV monitoring operations.
  • Assisted law enforcement with investigations by providing relevant CCTV footage when required.
  • Recorded time, date and location of incidents.

Force Protection Officer

Triple Canopy (A Constellis Co.)
12.2015 - 04.2018
  • Efficiently operated Closed Circuit Television (CCTV) systems, ensuring comprehensive surveillance, and enhancing security measures within the tech environment.
  • Demonstrated mastery of the United States Army's AIE (Automated Installation Entry) System, a cutting-edge hardware and software solution customized and integrated by BAE Systems. Leveraged this advanced system to authenticate users through precise biographic and biometric data analysis, ensuring robust access control and heightened security measures.
  • Received extensive training in the National Crime Information Center System (NCIS), effectively leveraging this powerful tool to enhance investigative capabilities and support law enforcement efforts.
  • Diligently performed access control and patrol duties on a military installation, proactively safeguarding critical assets and maintaining a secure environment. utilized the Defense Biometrics Identification System to strengthen identification and authentication processes.

Education

Master of Science - Project Management

University of Maryland Global Campus
Adelphi, Maryland, US
09-2026

Bachelor of Science - Business

Full Sail University
Winter Park, FL, US

Skills

  • Remote technical support
  • Incident management
  • Network troubleshooting
  • Client relationship management
  • ITIL framework
  • Microsoft 365
  • Active Directory
  • Service level agreements

Certification

CompTIA Security+ CE

Timeline

Service Desk Analyst II

SAIC
07.2023 - Current

Public Relations and Security

Amentum
02.2021 - 03.2023

Program and Testing Coordinator

The University of Maryland Global Campus (UMGC)
06.2020 - 01.2021

Marketing Manager

IAP Worldwide Services, Inc
02.2020 - 06.2020

Access Control & CCTV Operator

Pacific Architects and Engineers
05.2018 - 06.2018

Force Protection Officer

Triple Canopy (A Constellis Co.)
12.2015 - 04.2018

Master of Science - Project Management

University of Maryland Global Campus

Bachelor of Science - Business

Full Sail University

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