Service Delivery Change Management

Detra Britt

Technical Support Manager

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Norfolk, VA 23503

**********@*****.***

Professional Summary

Highly accomplished IT Technical Support Manager with 15+ years of experience leading complex, 24/7 IT operations in DoD/Air Force mission-critical environments. Expert in driving operational excellence and team management for

government contracts. Proven success in improving service efficiency by 30% and reducing ticket resolution time by 25% by leveraging ServiceNow and optimizing technical workflows. Extensive background in Personnel Security Systems (DISS), DoD Security Protocols, and managing secure network infrastructure

(SIPRNet/NIPRNet). Dedicated to fostering compliance, staff development, and mission readiness.

Education &

Certifications

Certified CompTIA Security+

CertMaster 2027

Certification CompTIA Security

+2020

HDI Management Course 2009

Montgomery Blair High School

Diploma

Skills & Expertise

DOD/Security & Compliance:

Defense Information System for

Security (DISS), NISP

Compliance, DoD Security

Protocols, Personnel

SecuritActions, DCSA Liaison,

SIPRNet/NIPRNet, Sensitive Data

(PII) Safeguarding.

Technical Proficiencies:

ServiceNow, Active Directory,

LAN/WAN Infrastructure,

Windows OS, Tier 1/2 Support,

SCCM, VPN, DNS, Patch &

Group Policy Management,

Experience

JULY 2023 – AUGUST 2025

Technical Support Analyst Manager SAIC

• Managed and mentored a 24/7 team of 8 help desk

technicians, successfully maintaining rigorous SLOs/SLAs while supporting critical Air Force operations with a daily volume of ~30 calls.

• Developed and maintained metrics (KPIs) to assess service execution and operational readiness, resulting in a 25% reduction in ticket resolution time and a 30% improvement in service efficiency. (This aligns with the need to Develop and maintain metrics assessing

planning progress per the job description.

• Spearheaded cross-functional initiatives to streamline IT operations and enhance collaboration; expertly utilized project management tools (ServiceNow, Jira) to track critical milestones and resource allocation,

demonstrating strong planning and coordination skills.

• Standardized Support Processes by developing and implementing comprehensive Standard Operating

Procedures (SOPs) and facilitated training programs to boost team agility and productivity for military end- users.

• Personnel Security Systems: Served as a key user of DISS for managing crossover clearance processes, verifying Jira, GitLab, Technical Writing,

SOP Development.

security eligibility, and ensuring compliance with all NISP regulations for all team members.

JANUARY 20XX – JUNE 20XX

IT SITE SUPPORT ANALYST SAIC

• VTC & Network Security Focus: Managed the end-to- end deployment of six secure conference room VTC

systems, facilitating mission-critical communication capabilities for the Air Force.

o Spearheaded Network Connectivity

requirements for the VTC units, successfully

patching and configuring connections for both

SIPRNet (Classified) and NIPRNet (Unclassified)

environments.

o Ensured all VTC setups met rigorous government

security specifications, facilitating successful use for all classified and unclassified meetings.

• Technical Support: Provided comprehensive Tier 1 and Tier 2 technical support to $\sim400$ end-users in a mission-critical Air Force environment, consistently resolving 40+ tickets daily.

• Infrastructure Expertise: Reduced on-site technical issues by performing expert installation, maintenance, and advanced troubleshooting for Windows OS,

network infrastructure (LAN/WAN), and Active

Directory.

• System Uptime: Maintained 99.5% uptime for critical operational systems by quickly diagnosing and

addressing hardware, software, and connectivity

failures.

Communication

Maintained clear and effective communication channels across technical teams, stakeholders, and leadership through time-based reports and analytical briefings on program status and progress.

Management & Leadership

IT Operations Management, Performance Management (KPIs), Team Leadership & Mentorship (8+ technicians), Workflow Optimization, Change Management, Policy & Procedure Development, Shift Scheduling.

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