TS/SCI Cleared IT Operations & ServiceNow
Resume:
TARA LEISEY
**********@*****.***
Professional Summary
IT operations and service delivery professional with extensive experience supporting enterprise environments in high-security and mission-critical settings. Skilled in ServiceNow workflow coordination, SLA management, incident escalation, queue operations, technical documentation, and cross-functional operational support. Proven ability to manage high-volume service operations while maintaining continuity, compliance, and customer satisfaction.
Highlights
Hold a TS/SCI clearance with FS Poly
CompTIA Security + certified
Proficient in ServiceNow
Strong time management and communication skills
Excellent research, analysis, and problem-solving skills
Designated Subject Matter Expert in Account Management
Cross-trained in several aspects of ticket handling and management
Led implementation of 3+ mission-critical IT projects impacting 500+ users, ensuring mission success
Trained and supervised 20+ team members on procedures and skills to ensure compliance with documentation
Experience
Northrop Grumman, Linthicum MD Sr. Principal Computer Systems Analyst (10/23-Present)
Adhere to strict Information Systems security guidelines in all cases
Analyze internal and external customer requirements to determine appropriate hardware and software requirements for solutions to problems; often leveraging automated tools/systems
Communicate effectively, at all levels of the organization, with internal and external customers
Create and maintain user and computer accounts and modify file permissions and security access lists in a Microsoft Active Directory environment
Develop and document technical processes and Standard Operating Procedures (SOPs)
Direct junior team members
Interact, discuss and troubleshoot issues with vendors to evaluate products, services and suggestions
Maintain security audit and logging information on all classified networked and standalone computers as directed by the Information Systems Security Manager (ISSM)
Ensured seamless operation of multi-user systems for 1000+ users, reducing downtime significantly through proactive troubleshooting and coordination
Make recommendations to purchase hardware, software, and system components.
Perform as a Systems Administrator for a hybrid classified environment (Windows and Linux).
Prepare security documentation for input to the ISSO and/or IA Team
Recommend and/or Implement system enhancements that will improve the performance and reliability of the system including installing, upgrading/patching, monitoring, problem resolution, and configuration management
Report project status to all stakeholders for all recurring and non-recurring efforts
Support multiple networks while ensuring necessary administration tasks are completed in a timely manner
Test new releases of products to ensure compatibility and minimize user impact
Northrop Grumman, Linthicum MD Principal Systems Administrator/Help Desk Support (03/22-10/23)
Maintain smooth operation of multi-user computer systems, including coordination with network administrators
Develop and monitor policies and standards for allocation related to the use of computing resources and maintain system documentation
Sets up administrator and service accounts and modify file permissions as directed by policy
Troubleshoot and diagnose malfunctions, replace parts, rewire equipment, and interconnect components.
Implement system enhancements that will improve the performance, reliability, and security of the system including installing, upgrading/patching, monitoring, problem resolution, and configuration management
Maintain professional and courteous real-time customer service
Responsible for performing, conducting, coordinating, and supervising the maintenance and operations of customer's classified and unclassified machines.
Manage backup infrastructure and provide backup and recovery services
Manage virus protection on a routine basis as directed by policy
Tech USA, INC, Annapolis Junction MD Service Delivery/ Tier 2 Queue Coordinator (06/18-03/22)
As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to ensure SLAs are maintained
Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
Escalate problems or tickets to higher level management to include notifying site technicians of any priority or mission-critical problems or tickets and route tickets to appropriate member of the site queue team
Tech USA, INC, Ft Meade MD Telephony Installation/Support (01/17-06/18)
Understanding of Routers, Switches, and LAN/WAN configuration programming
Experience installing Voice and Data Cabling
Troubleshoot, diagnose, and locate malfunctions
Replace parts, rewire equipment, and interconnect components
In field telephone installation and repair
Maintain professional and courteous real-time customer service
Tech USA, INC, Ft Meade MD Service Delivery Coordinator (03/09-12/16)
Responsible for tasking and routing over 200 tickets a day for account creations and transfers
Capable of analyzing incoming requests and determining which team can best provide support
Used SNOW expertly to analyze, task, and delegate tickets
Created documentation to simplify processes and provide understandable, concise help for end-users
Responsible for providing training to new and current team members on time-sensitive tasks and tickets
Cross-trained on multiple subjects to ensure complete understanding of ticket subject matter
Harris Corporation, Ft Meade MD Help Desk Technician/VTC System Support Operator (06/07-03/09)
Provide customer support to VTC network users and coordinate several high-priority, mission-critical VTCs for top-ranking government officials.
Responsible for front-line troubleshooting of communication lines and VTC connectivity.
Resolve bandwidth/resource issues as they arise.
Support several high-level groups/offices by taking part in rotating 24/7 on-call duty to accommodate many last-minute, after-hours conferences that have real impact in current events.
Resolve system issues including coordination between users and other IT personnel
Install, configure, and troubleshoot various versions of client
Calnet, Inc., Ft Meade MD Queue Coordinator/Systems Administrator (02/04-02/07)
Deploy WDL6 to multiple workstations agency-wide and perform, conduct, coordinate and supervise the maintenance and operations of customer's classified and unclassified machines
Exhibit an understanding of engineering application configurations and integration with existing baselines
Perform hardware and software moves, additions and changes, troubleshoot desktop systems, applications and user profiles
Desktop support for service delivery requests (new hardware/software) and/or problem resolution, managing on average 3000 requests a month
Responsible for deploying technicians to various locations for ticket resolution
Created and planned tasking for additional teams to assist in the completion of requests
Managed workflow monitored with strict Service Level Agreements
ManTech IDS, Washington DC Associate Engineer/ Software Technician (08/03 – 02/04)
Communicated effectively with both client and project team members, including client sponsors, developers, managers, and other analysts.
Led and provided strong direction to development team in understanding and implementing requirements.
United States Army – (1999-2003)
Non-communications interceptor/analyst
Certifications
CompTIA Security + 03/21 (maintained)
Education
Master of Science, Capella University 2016-2017 (Child and Adolescent Development)
Bachelor of Science, University of Phoenix, Online Campus 2006-2010 (Psychology)
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