Help Desk Support

LISA DAVILA

831-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Experienced professional with 14 years of expertise in government contracting, specializing in help desk support, and user access management. ‘Public Trust’ clearance with the government coupled with proven ability to manage security and access for multiple web applications across a diverse set of platforms, ensuring seamless operations and secure environments. Adept at leading and training teams, mentoring staff, and optimizing workflows to boost productivity and customer satisfaction. Recognized for contributions to major sustainment efforts and software implementations, with a strong focus on troubleshooting and enriched user support and customer interactions. A strong foundation in sales operations, contract management, and vendor relations, bringing a proven approach to supporting organizational goals.

PROFESSIONAL EXPERIENCE

Site Security Manager, Defense Manpower Data Center - Northrop Grumman Technical Services / Peraton 02/2011 – Present

Serve as Site Security Manager for the Data Delivery and Decision Support (DD&DS) division, overseeing security operations and user access for multiple web applications across over 50 data sites.

Lead the vetting and provisioning process for both internal and external users, ensuring secure and efficient access management for all applications and stakeholders.

Manage training for backup resource and led the coordination of workloads to ensure seamless security operations.

Oversaw the vetting and tracking of users for 20+ supported applications, serving as the primary point of contact for day-to-day operations, inquiries and troubleshooting within Site Security Management (SSM) helpdesk.

Daily manage multiple help desks, ensuring seamless operations across various teams and government product owners.

Spearhead training and mentoring peers daily, enhancing team knowledge and efficiency in help desk support functions.

Oversee reliability and responsiveness, consistently meeting deadlines, providing valuable feedback, and supporting strategic decision-making for peers and to management.

Improve customer satisfaction and quality by building relationships with end users, ensuring issue resolution, exceeding expectations.

Contributed to contract Call order 25 sustainment success by serving as a Help Desk Administrator and Subject Matter Expert (SME), supporting new software releases, and earning a Performance Award for outstanding contributions.

Manage Jira for Sustainment Team, overseeing task tracking and coordination ensuring smooth daily operations.

Bid Officer - Excelligence Learning Corporation, Monterey CA 05/2007 – 02/2011

Contributed as a key team member for a leading developer, manufacturer, distributor, and retailer of educational products, supporting business operations and growth.

Served as primary liaison between management, vendors, sales teams, and a diverse customer base, government and otherwise.

Managed processing orders and contracts, overseeing sales transactions exceeding $300,000, and ensuring follow-through of proposals.

Conducted product availability research fulfillment of special requests and standard orders, ensuring customer needs were met or exceeded.

Oversaw capital purchases and vendor relations, managing equipment tracking records and ensuring tracking of assets.

Personal Service Manager - Excelligence Learning Corporation, Monterey CA 04/2002 – 04/2007

Acted as the primary point of contact for managers, sales teams, clients, and vendors, ensuring clear communication.

Tracked account statuses, generating monthly reports to maintain accurate records and support decision-making.

Collaborated with departments, serving as a liaison to ensure smooth communication and consistent reporting practices.

Processed orders from multiple channels, ensuring timely and accurate fulfillment for individual and corporate accounts.

EDUCATION & QUALIFICATIONS

14 years of Site Security Management experience – equivalent/higher to a college degree

Experience in Security Online, and Enterprise Monitoring and Management System (EMMA)

Software Requirements Engineering Course and 2 years of Business Courses

SKILLS

Security Operations Management

Strategic Planning

Relationship Building

Project Management

Troubleshooting

Team Leadership

Workflow Optimization

Customer Service

Contract Management

Risk Management

Training & Development

Stakeholder Communication

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