Angela Y. Davis

Information Technology Specialist with over 5 year's expertise in troubleshooting, system administration, network support, and end-user assistance. Skilled in diagnosing complex technical issues, optimizing system performance, and supporting enterprise-level IT environments. Known for strong problem-solving abilities, clear communication, and a commitment to delivering reliable, secure technology solutions.

Valued for dependable performance, adaptability in evolving environments, and a proactive commitment to continuous learning and consistent results.

Information Technology Specialist - U.S. Small Business Administration - Washington, DC (DSSD)

(2022-08 - 2026-02)

• Delivered enterprise-wide Tier 1–3 technical support, diagnosed and resolved high-impact issues beyond the scope of local IT departments to ensured uninterrupted mission operations.
• Managed enterprise-wide network systems, servers, and cloud platforms, ensured secure access control, optimal performance, and reliable IT operations.
• Executed timely patch management and security remediation activities for enterprise systems, strengthening security posture, mitigated risks, and ensured adherence to agency cybersecurity standards.
• Managed incoming IT support requests across multiple communication platforms, prioritizing, triaging, and routing tickets to appropriated teams to ensured rapid issue resolution and high customer satisfaction.
• Managed Azure Active Directory (Azure AD) access controls, administered user's permissions to ensured secure, role-based access to enterprise systems and resources.
• Performed large-scale data imports and updates across enterprise applications, improved operational efficiency through automation while ensured data accuracy and consistency.
• Administered 300+ shared mailboxes within Microsoft 365, overseeing access permissions, storage capacity, and service continuity to support enterprise communication needs.
• Maintained enterprise application performance and data accuracy, leveraging analytical troubleshooting skills to identify, diagnose, and resolved complex system issues.
• Managed data integrity and regulatory compliance for 5M+ citizen records, partnering with stakeholders to streamline outreach efforts through standardized templates, recurring campaigns, and compliant communication workflows.
• Administered Active Directory user accounts and security groups, resolved authentication and access issues while ensured appropriate permissions and secure system access.
• Delivered virtual training and developed customized reference materials to support end-user's adoption of enterprise procedures, systems, and organizational policies.
• Developed clear, structured procedures and knowledge-base articles that improved operational efficiency, reduce repeat incidents, and enhance end-user's support across the organization.
• Facilitated cross-functional meetings, monitored key milestones, recorded meeting outcomes, and followed up on action items to ensure project progress and accountability.
• Delivered timely and effective technical assistance through diverse communication channels, consistently meeting service expectations and enhancing customer satisfaction.

Information Technology Specialist - U.S. Small Business Administration - Atlanta, GA (FOCE)

(2018-05 - 2022-08)

• Enforced security controls and compliance measures across IT environments, reduced risk exposure and ensured the protection of internal and external PII.
• Deployed and maintained Windows 10 workstations across a wide-area network (WAN), delivered Microsoft 365 support, and implemented reliable network infrastructure solutions to enhanced user's productivity and operational effectiveness.
• Delivered responsive remote support through Microsoft Teams, Bomgar, and phone channels, resolved technical issues, supported new user's onboarding, and minimizing disruptions to business operations.
• Administered workstation and mobile device deployments, managed Active Directory user accounts, and maintained comprehensive hardware inventory records to ensured accountability and system readiness.
• Administered and supported enterprise workstations and network infrastructure, proactively monitored system performance and implemented maintenance activities to maximize availability and reliability.
• Administered Active Directory accounts, Group Policies, and access permissions to strengthen security posture and minimize unauthorized access risks.
• Leaded comprehensive system security evaluations, audits, and reviews to identify risks, ensured compliance, and strengthen security controls.
• Managed ServiceNow ticket queues by triaging incoming requests, diagnosed root causes, and delivered timely resolutions that supported consistent, high-quality IT service performance.
• Delivered customized end-user's training and application support that enhanced proficiency, reduces errors, and improved overall operational efficiency.
• Developed well-structured documentation that enhanced process clarity, supports standardization, and drives operational efficiency.
• Identified and resolved AWS Connect audio failures, network connectivity issues, and Genesys platform incidents to support continuous call center performance and maximize user's productivity.

Diploma - Computer Operation - Computer Learning Center Springfield, VA

General Studies - Montgomery College Takoma Park, MD

IT Course Studies - Capital College Laurel, MD

Talent Management Center training - U.S. Small Business Administration