About
IT Professional with 7+ years focusing on government IT support and incident resolution across SaaS and enterprise environments.
Detects and troubleshoots security-relevant issues, translates helpdesk trends into technical requirements, and maintains secure asset provisioning and delivery.
Aims to strengthen monitoring and response capabilities within mission-driven teams.
What I'm looking for
Cybersecurity Analyst
Experience
IT Helpdesk Technician
Dec 2024 – Jul 2026
Serve as a contractor for the Department of Defense (DoD) supporting the Pentagon Parking Management System on the Appian (SaaS) platform.
Resolve 50+ support tickets per week while consistently meeting service level expectations in a fast-paced help desk environment.
Provide technical support for an enterprise environment supporting 20,000+ users via phone, email, and ticketing systems.
Supported system improvement initiatives by translating helpdesk needs into clear requirements for the development team.
Coordinate with cross-functional teams to identify and resolve issues.
Earned Appian Certified Analyst status upon onboarding.
AppianSaaSHelpdesk support
JLGOV LLC
IT ASSET MANAGEMENT
Apr 2022 – Oct 2024
Serve as a contractor for the Department of Homeland Security's Office of Information Technology, specializing in mobile and desktop technologies.
Oversee IT asset management, hardware provisioning, and the delivery of corresponding services, ensuring products and services align with contract specifications and quality standards.
Facilitate relationships with vendors to source equipment that meets user requirements and update organizational tools to streamline standard equipment ordering.
Promptly and professionally handle all incoming requests and collaborate with sites and vendors to orchestrate intricate equipment deliveries.
IT asset managementHardware provisioningVendor management
The One23 Group
Technical Support Specialist
Oct 2019 – Apr 2022
Provided exceptional customer service as the initial contact for over one million government and commercial clients, addressing their needs via phone, email, or ticketing systems promptly and professionally.
Delivered expert advice and guidance to customers on Learning Management System (LMS) functionality, effectively troubleshooting issues and providing instructional support.
Conducted remote troubleshooting utilizing diagnostic techniques and relevant questioning, ensuring swift and effective problem resolution.
Tested and validated websites and courses in both development and production stages, escalating unresolved issues to higher level support staff when necessary.
Remote troubleshootingCustomer support
Powertrain, Inc.
Education
Prince George's Community College
Associates of Applied Science · Cybersecurity
2016
Certifications
ITIL v4 Foundation
PeopleCert
2026 – No expiry
Skills
service nowSIEMData protectionCVSSVulnerability managementEmail/web securityEndpoint securityIAMNetworkingThreat identificationSQLSplunkJiraSmartITRemedySalesforceServiceNowPeoplesoftWindows 10/11Microsoft Office Suite
