Data Analytics & IT Operations Specialist

LATISHA A. JOHNSON

Baltimore, MD ********@*****.*** 410-***-****

PROFESSIONAL SUMMARY

Analytical and detail-oriented IT professional with hands-on experience in data analysis, systems administration, and technical support within federal environments, including DHS and the Department of Treasury. Strong track record of improving operational efficiency, maintaining secure systems, and providing high-level analytical insights. Holds Security+ and Scrum Master certifications and is currently pursuing a Project Management certification to expand leadership and strategic execution capabilities.

CORE COMPETENCIES

●Data Analytics & Visualization (Excel, Power BI, SQL)

●Systems Administration & Network Support

●IT Operations & Help Desk Management

●Cybersecurity & Risk Mitigation (DoD/DHS Compliance)

●Process Optimization & Incident Response

●Automation & Workflow Improvement

●Agile / Scrum Frameworks

●Cross-Functional Communication

●Project Coordination & Reporting

PROFESSIONAL EXPERIENCE

Department of Homeland Security (DHS) — Annapolis Junction, MD

Data Analyst October 2024 – Present

●Collect, analyze, and visualize data from multiple systems to identify operational trends and performance metrics.

●Develop dashboards and reports using Power BI and Excel to enhance data-driven decision-making.

●Collaborate with cybersecurity and infrastructure teams to ensure data compliance and accuracy.

●Implement automated reporting scripts, reducing manual data compilation time by 30%.

●Present findings and recommendations to management to support process improvement initiatives.

Information Technology Specialist March 2023 – October 2024

●Delivered Tier 1–2 IT support for DHS systems and applications, ensuring minimal downtime and user disruption.

●Managed incident tickets through ServiceNow and assisted in system patching, upgrades, and access control.

●Monitored performance metrics and collaborated with the Operations Support Center to maintain system reliability.

●Created documentation and training materials for common technical procedures.

●Supported cybersecurity initiatives aligned with DHS and NIST security standards.

Department of the Treasury — Washington, D.C.

System Administrator December 2022 – March 2023

●Maintained and configured Windows and Linux servers, ensuring compliance with Treasury IT and security standards.

●Performed system backups, user account administration, and patch management.

●Supported network connectivity, access permissions, and secure configurations.

●Collaborated with cybersecurity teams to identify vulnerabilities and apply corrective actions.

●Provided end-user and technical team support for enterprise applications and Active Directory environments.

Operations Support Center / Help Desk Analyst — Previous Employer

Technical Support Specialist Prior to December 2022

●Delivered front-line IT support via phone, email, and remote sessions, resolving hardware and software issues.

●Monitored operational dashboards and escalated incidents requiring higher-tier resolution.

●Analyzed recurring service issues and contributed to root cause investigations.

●Supported onboarding and training of new IT staff to maintain consistent service quality.

CERTIFICATIONS

●CompTIA Security+ (Active)

●Certified Scrum Master (CSM)

●Pursuing Project Management Professional (PMP) Certification (Expected 2025)

EDUCATION

Bachelor of Arts – Morgan State University, Baltimore, Maryland / Graduated: 2013

TECHNICAL SKILLS

Tools & Platforms: Power BI, Excel (Advanced), SQL, ServiceNow, Remedy, JIRA, SharePoint

Operating Systems: Windows, Linux, macOS

Languages: SQL, Python (Basic), HTML/CSS

Other: Tableau (Intro), Microsoft 365 Suite, Data Quality Tools

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