Federal Service Desk Technical Support Specialist

Presious D. Turner

Alexandria, VA *****************@*****.*** 703-***-****

EDUCATION

Sep 2023 to Present

NOVA Community College -Alexandria VA

A.S. Business Management

A.S. Information Technology

EXPERIENCE

September to Present

Technical Support Specialist II

Knowledge management Inc.(Department of State) Washington DC

provide advanced remote technical support to Department of State end users, serving as an escalation point for complex hardware, software, and network-related issues. I oversee and document all service requests within ServiceNow while ensuring SLA compliance and service quality standards. In addition to managing user lifecycle administration including onboarding, directory structure configuration, system access provisioning, password resets, and network permissions.

Lead Tier 1support operations for a high-volume federal Service Desk environment supporting enterprise users globally.

Serve as escalation point for complex technical incidents involving Active Directory, Azure AD, Microsoft 365, OSIS, and network access issues.

Oversee ticket triage and queue management within ServiceNow, ensuring SLA compliance and timely resolution of priority incidents.

Manage user lifecycle administration including onboarding, offboarding, role-based access provisioning, and security access modifications.

Mentor and guide junior analysts, providing technical direction and quality assurance reviews to improve resolution accuracy and efficiency.

Conduct root cause analysis on recurring issues and collaborate with infrastructure and cybersecurity teams to implement long-term solutions.

Develop knowledge base articles and standard operating procedures to enhance service consistency and reduce repeat tickets.

Support identity and access management controls in compliance with federal security standards

June 2024 to September 2025

Help Desk Specialist (Full Time)

Right Direction Technology Solutions (Department of State) Washington DC

Provide remote technical assistance and support for incoming queries and issues related to computer systems or hardware devices for the department of state end users. Created logs for all request and services into the government system (ServiceNow) as well as add new users to the network and specifies their directory structures and system access, passwords resets, troubleshoot, network usage etc.

Delivered remote technical assistance addressing issues related to computer systems, hardware devices, and key applications such as OKTA, OSIS, Outlook, and Microsoft Office suite.

Logged all service requests and incidents in ServiceNow, ensuring accurate tracking and documentation.

Managed user onboarding by adding new users to the network, configuring directory structures, system access, and handling password resets.

Troubleshot hardware, software, and application issues, provided support for desktop applications, and conductesd user training sessions.

Analyzed and resolved complex service requests escalated by junior analysts, improving resolution times and user satisfaction.

Collaborated with IT team members to identify root causes and implement solutions for recurring technical issues.

Provided first-level email and web support for software, hardware, telecommunication systems, and enterprise applications.

Feb 2023 to June 2024

Application Support Specialist (Full Time)

MetroStar Systems (Department of State) Washington DC

Provided Tier 1 and Tier 2 technician support to end users resolving problems associated with hardware and software issues that may result from PCs, Server, Mainframe applications. Managing computer systems and keeping up with the latest technology and applications (Adobe, Windows, Microsoft, Apple products, PCs etc.)

• Integrate knowledge management and training in ServiceDesk operations.

• Configurating and provisioning government devices (Apple, PC, Cellphones).

• Serve as a liaison with customers and clients to resolve issues, track problems and provide solutions.

• Interact with network services software systems engineering and or application development to restore service and or identify and correct core problems.

• Perform daily quality checks and produce a weekly report.

• Managing tickets queues and assigning and tracking tickets through ServiceNow.

• Windows, Apple applications, Microsoft applications, Cloud and Adobe applications.

• Team Lead

• Troubleshooting (Computers and Printers)

Dec 2019 to Feb 2023

Investigative Analyst (Full Time)

STI-Tech (Drug Enforcement Administration D.E.A), Fairfax/Arlington, VA

Assisted in the preparation, collection, scanning and return of seized documentary evidence; Exercise quality control over the accuracy of scanned documents and ensure that a computer record has been established for each case file; Prepare and review outgoing materials to meet all government requirements.

• Supervised/Trained law enforcement clerks in support for DEA headquarters projects.

• Provide technical support to investigative personnel to obtain, review and analyze source documents and statistical information, and to identify information pertinent to ongoing investigations.

• Make recommendations to the government on the relevancy of investigative information as related to priority intelligence requirements and organize and conduct detailed examinations of information gathered during complex criminal and civil investigations.

• Provide written results within formal and informal briefings to the government as required by the Contracting Officer’s Representative. Report individual findings on an ongoing basis to lead personnel.

• Utilize a variety of financial analysis software to include Financial Investigations System software to process and analyze financial records.

• Perform data entry from hard copy and soft copy documents into a large-scale data processing system via a keyboard device, optical character reader, or other input device to include scanners, digital cameras, and copy machines, as appropriate. Resolve any problems and questions concerning data to be entered.

• Report individual findings from the analysis of all investigative material on an ongoing basis, write intelligence reports, create graphics and working aids, and prepare discovery and court material for the prosecutor, following the completion of investigative support and as scheduled with the lead investigator or Assistant U.S Attorney.

Sep 2018 to Dec 2019

Helpdesk Support (Full Time)

Perspecta, Alexandria, VA

Operated on a website called SPOT that synchronized pre-deployment and operational tracker that provides a standardized front end user interface for use by federal contractors, government agencies and the military. Help

clients and teach users how to navigate and troubleshoot computers phones and applications regarding accessing SPOT or other useful programs and applications.

• First point of contact for the users who call our IT Service Desk. Troubleshooting basic end user issues.

• Help manage contracts and LOA (letter of Authorizations) to government contractors and service men and women.

• Troubleshooting various software applications, hardware, network, and telecommunications systems (JAMMS, SPOT, TOPSS).

• Provide basic desktop and technical support to users in an efficient and accurate manner.

SKILLS

• Management/Team Lead

• Tier 1 and Tier 2 support

• Customer Service

• ServiceNow/Remedy/GTM Next (Ticketing systems)

• Analytical Skills

• Configurating and provisioning Government devices

• Data Entry

• IT Software Troubleshooting

• Search Warrants/Investigation

• Reports

CERTIFICATIONS/COURSES

Azure Certification 2024

CompTIA+SYO 701

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