IT Support & Enterprise Systems Specialist

JERRY W. CARTER

**** *** ***** *****, **********, VA 22193

703-***-**** **********@*****.***

SUMMARY OF QUALIFICATIONS

Information Technology Specialist with experience supporting enterprise business systems, logistics workflows, and end-user computing environments within an academic setting. Most of the technical experience was obtained in support of a university-level Cyber & Information Security Technology program, where responsibilities included business systems requirements analysis, documentation, testing, validation, implementation support, and lifecycle maintenance of academic and operational systems. Experienced in ServiceNow incident management, systems integration, and commercial off-the-shelf (COTS) technologies. Strong understanding of audit readiness concepts and structured system development methodologies. CORE COMPETENCIES

• Business Systems Requirements Assessment & Documentation

• Academic Enterprise Systems Support

• ServiceNow (SNOW) Incident Management

• Systems Testing, Validation & Quality Assurance

• COTS Integration Support

• WMS/DSS/VSM Functional Awareness

• Warehouse & Logistics Workflow Exposure

• System Interface Documentation

• Internal Controls Awareness

• Technical Research & Process Improvement

• End-User Computing & Infrastructure Support

PROFESSIONAL EXPERIENCE

IT Support Specialist / Academic Enterprise Systems Support ECPI University – Cyber & Information Security Technology Program Manassas, VA

Start Date: 08/2023 - End Date: 05/2025

Hours per Week: 40

Supervisor: Professor/Academic Program Lead

May Contact Supervisor: Yes

Duties & Accomplishments:

• Served as a team member supporting business system requirements assessment, evaluation, documentation, testing, validation, implementation support, and maintenance of academic and administrative applications.

• Evaluated stakeholder system requirements within the academic environment for feasibility, cost-effectiveness, integrity, completeness, compliance, and testability.

• Assisted faculty and program leadership in analyzing system functionality to ensure alignment with curriculum delivery platforms, authentication systems, and institutional IT standards.

• Managed ServiceNow (SNOW) incidents and service requests, ensuring proper categorization, documentation, workflow routing, and lifecycle tracking in accordance with service-level standards.

• Tested and validated software modifications and configuration changes to confirm alignment with approved academic business requirements and system specifications.

• Documented system interface requirements between instructional platforms, endpoint management tools, and other applications.

• Assisted in integrating commercial off-the-shelf (COTS) and educational technology solutions to improve operational effectiveness and cybersecurity posture.

• Developed technical documentation, workflow diagrams, and internal process guides supporting audit readiness and institutional accountability controls.

• Participated in research and analysis of emerging technologies to improve application design, documentation, implementation, and user support processes within the academic IT environment.

• Conducted root cause analysis on recurring system issues and implemented corrective measures to enhance reliability and reduce incident trends.

• Aware of audit readiness processes within a process functional area and associated internal controls. Warehouse Operations Specialist

Amazon Fulfillment Center

Springfield, VA

Start Date: 01/2021 - End Date: 12/2021

Hours per Week: 20

Supervisor: Area Operations Manager

May Contact Supervisor: Yes

Duties & Accomplishments:

• Used warehouse operational technology associated with receiving, stow, pick, and pack workflows.

• Assisted in identifying system and device issues affecting logistics execution and shipment tracking processes.

• Contributed to process improvement initiatives aimed at optimizing routing efficiency and minimizing operational downtime.

Customer Experience & Logistics Associate

POSTNET – Woodbridge, VA

12/2019 – 06/2020

Hours per Week: 20

Supervisor: Rollie Anderson • Contact: Owner closed the business during COVID May Contact Supervisor: Yes

Duties & Accomplishments:

• Supported multi-carrier shipment planning and package tracking processes.

• Evaluated shipment data, identified discrepancies, and corrected documentation to maintain data integrity. TECHNICAL SKILLS

• Enterprise Platforms: ServiceNow (SNOW), SCCM, Active Directory, Group Policy Objects

• Operating Systems: Windows 10/11, Linux, macOS

• Cloud/Virtualization: AWS, VMware

• Networking: TCP/IP, VPN, LAN/WAN

• Cybersecurity: Endpoint security controls, access management, risk mitigation

• Hardware: Desktops, laptops, scanners, printers, academic lab equipment EDUCATION

Bachelor of Science – Cyber & Information Security Technology ECPI University, Manassas, VA

Graduation Year: 2025

Bachelor of Science – Interdisciplinary Studies (Cum Laude) Norfolk State University, Norfolk, VA

Graduation Year: 2022

CERTIFICATIONS

CompTIA Security+ - Active

Contact this candidate