It Support Specialist

CARMELITA M. STRONG

**** ************* ***. *.*. #339, Washington, D.C. 20005

202-***-**** **********@*****.***

IT SUPPORT SPECIALIST DESKTOP SUPPORT TIER 2

Experienced and certified IT support professional with a strong background in troubleshooting, hardware/software diagnostics, network connectivity, and secure system maintenance. Known for problem-solving, attention to detail, and supporting high-security environments. Trusted with Top Secret Clearance and experienced in military and federal agency settings.

KEY STRENGTHS

PC and Laptop Troubleshooting (Hardware/Software)

Network Connectivity (LAN, Printers, VOIP)

Active Directory & Service Now Ticketing Systems

Software/OS Configuration (Windows 10, Remote Access)

Vulnerability Scanning & Remediation (STIGs, HBSS, IAVA Patching)

Desktop Imaging, Installations, and Application Support

User Support for VIPs and Military Personnel

Security Compliance Help Desk Support Technical Documentation

PROFESSIONAL EXPERIENCE

U.S. Department of State – Bureau of Diplomatic Security, Rosslyn, VA

IT Support Specialist (Contractor)

Feb 2019 – Mar 2025

Provided Tier 2 support to State Department staff on laptop and desktop systems including hardware/software troubleshooting, configuration, and network issues.

Supported remote access to OpenNet/ClassNet via Global OpenNet (GO); resolved issues with system access, VPN, and connectivity.

Worked within Active Directory and Service Now for user account maintenance and ticket tracking.

Supported Windows 10 workstations and configured printers and peripherals.

Assisted with system patching and troubleshooting in sensitive environments using secure protocols.

U.S. Army Corps of Engineers, Washington, D.C.

PC Technician Tier 2 Support

Jul 2015 – Feb 2019

Provided on-site and remote tech support for desktops, laptops, and peripherals.

Installed and configured OS, software packages, and ensured compliance through STIGs.

Performed vulnerability scans and remediation using HBSS, IAVA, and Security Tools.

Supported VOIP phone troubleshooting and ticket escalation in Remedy.

Worked closely with the CIRT team to address security vulnerabilities and maintain network readiness.

Pentagon – Department of Defense, Washington, D.C.

IT Specialist Desktop Support

Jun 2014 – Jun 2015

Delivered Tier 2 support to DoD and Marine Corps staff, including high-ranking officers.

Supported Remedy ticketing and Active Directory user access management.

Troubleshot laptops/desktops, installed software, and handled secure equipment setup.

EDUCATION & CERTIFICATIONS

GED Diploma – Woodrow Wilson Senior High School

CompTIA Security+ ce – Certified

CompTIA A+ ce Network+ ce – Certified

Microsoft MCTS – Windows 7 – Certified

Top Secret Clearance – Active

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