Calvin Mitchell

Dedicated IT Support Specialist with 11 years of experience in federal government environments, specializing in Tier 2/3 technical assistance, systems administration, and user support. Proven expertise in Microsoft 365 Admin Center, Azure, and secure VoIP deployments. Complemented by 10 years as a Management & Program Analyst and 9 years as a Navy Intelligence Analyst, offering a unique blend of technical proficiency, information security, and mission-critical operational support.

Microsoft Teams Phone Sr. Help Desk Specialist at NDI | Federal Bureau of Investigation (FBI) (2025-09 – 2026-05)

• Serve as SME for Microsoft Teams Phone integration, managing user accounts, call queues, and calling policies via Microsoft Admin Center and Azure.
• Deploy and maintain secure EVoIP desktop phones; enroll devices in Intune and modify user profiles via Microsoft 365 Admin Center.
• Resolve complex technical incidents involving voice quality, call features, and phone registration, reducing escalation time for Tier 1 and 2 technicians.
• Coordinate with telecommunications providers and Microsoft to resolve connectivity issues and maintain up-to-date device configurations.

Help Desk / User Support Technician (SME) at Booz Allen Hamilton | Federal Bureau of Investigation (FBI) (2021-10 – 2025-09)

• Acted as System Administrator and SME for the FBI's Guardian (classified) and eGuardian (unclassified) threat-tracking systems.
• Managed Tier 2 JIRA ticket queues, ensuring all interactions met FBI standard operating procedures and DIOG guidelines.
• Partnered with developers and testers during bi-weekly Sprint Demos to troubleshoot bugs and implement system enhancements.
• Mentored junior technicians on help desk protocols and system architecture to improve unit-wide resolution rates.

Management & Program Analyst (CTWatch) at Intellibridge | Federal Bureau of Investigation (FBI) (2018-04 – 2021-10)

• Monitored 24/7 worldwide threats using DataMinr and multi-enclave databases (NIPR/SIPR/JWICS) to support the FBI Director's morning briefs.
• Produced high-level Counterterrorism Threat Intelligence (CTI) reports regarding CONUS threats and US person nexuses.
• Reviewed daily Guardian incidents and set investigative leads for field offices, ensuring 100% compliance with federal reporting standards.

Help Desk / User Support Technician & Management Analyst at The Rehancement Group | Federal Bureau of Investigation (FBI) (2013-01 – 2018-04)

• Processed eGuardian access requests by verifying law enforcement credentials and "need-to-know" status per agency protocol.
• Provided Tier 2 support for Guardian users; manned the help desk to resolve software and policy-related queries for internal and external partners.

Management & Program Analyst at Leidos / SAIC | Federal Bureau of Investigation (FBI) (2009-04 – 2013-01)

• Provided critical investigative support during the Boston Bombing Command Post, training temporary staff on lead processing.
• Researched and vetted public tips from FBI.gov; identified credible threats for immediate field office action.

Senior Intelligence Specialist (IS) at United States Navy (USN) (2001-12 – 2009-04)

• Developed and monitored sources in the HUMINT Online Tasking and Reporting (HOTR) system and 16 proprietary databases.
• Performed all-source fusion analysis utilizing SIGINT, IMINT, and MASINT; conducted imagery analysis for tactical operations.
• Adjudicated Personnel Security Investigations (PSI) and maintained command clearances in alignment with Navy regulations.
• Served as an intelligence liaison in Korea, disseminating daily briefs to USFK and Republic of Korea Navy personnel.