IT Support & Endpoint Management Assistant

Professional Summary

IT SUPPORT ENDPOINT MANAGEMENT MOBILITY ENGINEERING MICROSOFT INTUNE ACTIVE SECRET CLEARANCE

IT Support & Endpoint Management Professional with over 20 years of experience supporting mission-critical U.S. Government contract environments, including the U.S. Department of State. Extensive expertise in Microsoft Intune, Microsoft Entra ID, Microsoft 365, Enterprise Mobility Management, endpoint administration, identity & access management, and enterprise technical support. Proven ability to troubleshoot complex technical issues, support domestic and overseas personnel, administer secure enterprise mobile solutions, and deliver exceptional customer service within high-security environments. Active Secret Clearance.

MO SYSTEM ANALYST / U.S. Department of State (SAIC)

1/2019 - Present

Provide Tier II enterprise technical support for Department of State personnel supporting Microsoft cloud technologies, enterprise mobility, and remote access services.

Troubleshoot and resolve issues involving Microsoft 365, Outlook, Microsoft Teams, Company Portal, GO Virtual (Citrix), and enterprise remote access.

Support Microsoft Intune administration, including device enrollment, provisioning, compliance, troubleshooting, and lifecycle management of government-issued mobile devices.

Configure, enroll, reprovision, replace, and remotely wipe government-issued iOS and Android devices through Microsoft Intune and enterprise mobility management solutions.

Support Microsoft Entra ID by validating user identities, verifying group memberships, troubleshooting authentication issues, and assisting with user access requests.

Provide Mobile Device Management (MDM) and Mobile Application Management (MAM) support for secure access to government resources.

Troubleshoot enterprise endpoint issues involving Windows 10/11 desktops and laptops, iPhones, iPads, and Android devices.

Perform device provisioning, replacement, account setup, and user migrations supporting Microsoft 365 and enterprise mobility initiatives.

Validate user identities through MRAMS and other authorization systems to ensure users are authorized for government-issued equipment and enterprise services.

Issue hardware and software authentication tokens after verifying approval from authorized System Administrators.

Perform remote device wipe procedures for lost, stolen, or compromised government-issued devices in accordance with Department of State security policies.

Monitor the operational health and availability of GO (Global OpenNet) services and enterprise mobility platforms to ensure system reliability.

Troubleshoot authentication, connectivity, application, synchronization, and access issues affecting enterprise users.

Document, track, update, and resolve incidents and service requests using ServiceNow while maintaining accurate technical documentation.

Coordinate with engineering, infrastructure, cybersecurity, and application support teams to resolve complex technical issues and escalations.

Support domestic and overseas Department of State personnel while consistently meeting service level agreements and providing exceptional customer service.

Maintain compliance with Department of State security standards, operational procedures, and enterprise mobility policies.

Maintain an Active Secret Security Clearance.

DDTC SERVICE DESK, EDMOND ENTERPRISE SERVICES/DOS

3/2014 – 12/2018

Provided Tier II technical support for the Department of State Directorate of Defense Trade Controls (DDTC) DTrade application and supporting infrastructure.

Supported ITAR-regulated systems and assisted government personnel and industry users with account access, application support, and technical troubleshooting.

Imported and processed more than 4,000 export license applications and amendments each month while maintaining data integrity and compliance.

Monitored system health, performed nightly backups, software deployments, patch installations, and disaster recovery procedures.

Diagnosed and resolved hardware, software, application, database, and network-related issues to maintain system availability.

Managed production schedules, operational databases, and system documentation supporting mission-critical business operations.

Collaborated with engineers, developers, and database administrators to resolve complex technical issues and implement system enhancements.

Tracked incidents, documented resolutions, and maintained detailed technical records using the Help Desk ticketing system.

Delivered technical guidance and training to government personnel and external industry users on the DTrade application.

Maintained compliance with Department of State operational procedures, ITAR regulations, and security standards.

SYSTEM ANALYST, DKW COMMUNICATIONS/DOS

5/2002 - 3/2014

Provide technical support for all staff members. Appointed as deployment team lead, acting team lead and technical trainer.

Served as an intermediary between senior government officials and users to help clarify procedures, processes and polies.

Coordinated and facilitated team meetings that delivered informative, well-organized presentations and communicated difficult/sensitive information tactfully.

Provided training and support to all team members on new hardware/and or software applications, operational procedures and troubleshooting techniques.

Install/configured desktop PCs, network printers, blackberries, laptops and scanners.

Overseeing, coordinated and performed troubleshooting, system backups, archiving, and disaster recovery done by team members.

Created and assisted in the design, implementation and maintenance of systems, programs, hardware and software.

Resolved all trouble calls/emails and entered work orders into our Remedy tracking software.

Interacted with internal clients to resolve escalated help desk issues.

Managed and maintained inventory management of software license, software, hardware, and other IT supplies.

Analyzes and resolves hardware/software/problems such as operational discrepancies, job aborts and network issues.

Distribute all incoming/outgoing mail in addition to maintaining filing system.

DECLASSIFICATION/RECORDS MANAGER, CRB ASSOCIATES

2/2001 – 5/2002

Prepared, organized and arranged technical baseline documentation deliverables to include policies, procedures, technical design documentation, user guides, and instructional material in various formats.

Assist Senior Level Officials with analyzing, processing and dissemination of non-classified and classified documents.

Managed team with enforcement of project deadlines, schedules, internal and external meeting objectives and agendas to run a fiscally successful project.

Assisted several tier II and II engineers in dispatching, technical support, problem resolution, phone support, remote tools or desk-side support.

Work with Management to ensure team and business unit deadlines and commitments are met. Research data for reports and make recommendations to Management.

DOCUMENT CONVERSION SPECIALIST, SNTK

4/1999 – 2/2001

Answers phone calls, receives visitors, records messages, and based on substance of request or issue, directs incoming calls to appropriate staff member

Assertive in handling the Office Director’s activity with management and staff members in order to effectively manage his schedule. Prioritize meeting schedules and projects with limited or no direct instruction.

Develop, organize, and supervise department-wide events and meetings (both on and off site); including weekly team meetings, monthly meetings, annual team meetings etc.

Assist with travel arrangements for the Policy team and assist with travel approval and budget.

Maintain office and department folders on the shared drive; facilitate location of documents and files.

Maintain and track vacation schedules for team members.

Manage and coordinate mail delivery, office supply procurement, and other purchasing requests.

Education:

Potomac High School

Oxon Hill, MD

High School Diploma

Professional Development:

CompTIA Security+ (Currently Pursuing)

Microsoft Certified: Endpoint Administrator Associate (Planned)

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