Ryan Smith

I’m a Senior IT Support Engineer and Knowledge Systems Architect with over 8 years of experience delivering enterprise-grade support, cybersecurity resilience, and strategic training across multi-site environments. I’ve led service desk teams, engineered scalable knowledge bases, and implemented ISO/NIST-compliant security protocols — consistently driving measurable improvements in uptime, resolution rates, and operational efficiency.

My career spans:

Enterprise IT Support: Managing infrastructure across 14 sites and 500+ users, with deep expertise in Microsoft 365, Azure, Citrix, and Active Directory.

Cybersecurity Operations: Certified in (ISC)² Cybersecurity and CompTIA Security+, with hands-on experience in threat mitigation, endpoint protection, and incident response.

Knowledge & Training Leadership: Directed global training teams, built ITIL-compliant documentation, and delivered security education that reduced phishing incidents by 25%.

Process Optimization: Architected AI-driven workflows that cut low-value tickets by 60%, doubled first-contact resolution, and enhanced service desk agility.

I thrive in high-demand environments where structured thinking, modular execution, and strategic collaboration drive lasting impact.

National Award in ICT — Canterbury College Gave me a strong foundation in computing, networking, and digital systems, forming the base of my career in enterprise IT and cybersecurity.

National Diploma in Photography — South & West Kent College Developed my technical precision, attention to detail, and ability to document processes clearly — skills that translate directly into knowledge engineering and training.

Professional Certifications

(ISC)² Certified in Cybersecurity — Validated my understanding of core security principles, threat mitigation, and governance.

CompTIA Security+ — Strengthened my practical approach to securing systems, endpoints, and user environments.

CompTIA Network+ — Reinforced my ability to diagnose, maintain, and optimize network infrastructure.

CompTIA A+ — Built the hands-on troubleshooting skills that shaped my early IT support expertise.