Systems Administrator It Support

India Holt

***********@*****.*** 202-***-**** Norfolk, VA https://www.linkedin.com/in/india-holt-35852115b/ SUMMARY Detailed Systems Administrator with 4+ years of experience in IT troubleshooting, network security, and

hardware configuration with an emphasis on end-user application support, cybersecurity, and cross-functional collaboration.

Top Secret Level Security Clearance

WORK EXPERIENCE Apex Systems Norfolk, Virginia

Tier 1 Analyst Nov 2024 - Present

• Provided first-line IT support to 3,000+ users, delivering remote assistance across secure Navy and Marine Corps networks in compliance with DoD standards.

• Resolved 300-400 service tickets weekly using HP Service Manager (HPSM), handling issues related to hardware, software, user accounts, networking, and secure access systems.

• Escalated complex incidents to Tier 2, Tier 3, and other specialized service groups for resolution, ensuring efficient handoff, detailed documentation, and minimal disruption to mission-critical operations.

• Maintained a first call resolution rate of 85%+, consistently exceeding performance expectations and meeting or surpassing SLA compliance by 95%.

• Provided account management services, including modifying, activating user profiles, resetting credentials, and updating group policies.

• Communicated technical solutions clearly across varied levels of user experience, leading to a 96% user satisfaction rating based on internal feedback metrics.

• Diagnosed and resolved issues across Windows OS, Microsoft 365, and DoD-specific applications, maintaining a first call resolution rate of 80%+.

• Acted as the first point of contact for VIP personnel and high priority systems, prioritizing sensitive tickets and maintaining professionalism under pressure.

• Reduced system downtime by 25% through proactive troubleshooting and detailed escalation notes, accelerating resolution speed across departments. US Navy Virginia Beach, VA

System Administrator Sep 2021 - Oct 2024

• Created and managed over 200 user accounts and email configurations, ensuring security and minimizing setup time.

• Provided client support by installing, configuring, and maintaining desktop systems and peripherals, resulting in system performance and user satisfaction.

• Conducted operating system upgrades to bolster security and functionality, resulting in a 30% reduction in system vulnerabilities and improved operational efficiency.

• Utilized Active Directory for user management, group policy enforcement, and permissions, enhancing organizational structure and access control.

• Delivered end-user support and training on system basics, resolving 90% of common user issues independently, which decreased help desk tickets by 25%.

• Advised and educated end users on technical/service inquiries, achieving a 95% resolution rate and contributing to faster troubleshooting and improved customer satisfaction.

• Maintained and implemented network security protocols, using firewalls, anti-virus, and intrusion detection tools.

• Diagnosed, troubleshooted, and resolved hardware, network, and software issues promptly, decreasing average resolution and minimizing user downtime.

• Leveraged the .NET Framework to automate and streamline the user account creation process and ensure consistent account configurations across the organization.

• Installed network upgrades that increased performance and reliability, contributing to a 25% improvement in network speed and uptime.

• Supported over 200 end-users on NMCI by troubleshooting connectivity and application access issues, which improved system accessibility and decreased reported downtime by 25%, significantly enhancing user productivity.

• Implemented and managed HBSS tools, including policy enforcement and intrusion prevention, resulting in a reduction in security incidents. Amazon

Customer Success Specialist Jul 2020 - Sep 2021

• Enhanced customer satisfaction by 18% through tailored support and personalized issue resolution strategies, contributing to stronger client retention and positive feedback.

• Reduced new hire onboarding time by developing an efficient training program that accelerated knowledge transfer and improved employee engagement.

• Managed high-stakes customer escalations with an empathetic, solutions-oriented approach, achieving a 95% resolution rate and strengthening customer loyalty.

• Collaborated with cross-functional teams to align customer service practices with company goals, directly improving workflow efficiency and meeting KPIs.

• Analyzed customer feedback and identified key areas for improvement, which helped streamline processes and reduce service response times by 20%.

• Built and maintained long-term relationships with clients, increasing repeat interactions by identifying and addressing common customer pain points proactively.

• Increased team efficiency by implementing best practices for issue prioritization and task management, resulting in faster response times and reduced service backlogs. EDUCATION Trinity Washington University

Bachelor of Arts, Human Relations

2019-Actively Pursuing

CERTIFICATIONS CompTIA Security+, CompTIA Issued Mar 2024 – Expires Mar 2027

SKILLS Microsoft Office • Information Technology • Help Desk Support • Prioritization • Backup

& Recovery • Software Updates • Network Configuration • Update Configurations • Cisco Systems • Active Directory • PowerShell • Hardware Installs • Troubleshooting • Communication • SQL

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