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 - NDI | Federal Bureau of Investigation (FBI)

(2025-09 - 2026-05)

• System Administration: Serve as SME for Microsoft Teams Phone integration, managing user accounts, call queues, and calling policies via Microsoft Admin Center and Azure.
• Infrastructure & Deployment: Deploy and maintain secure EVoIP desktop phones; enroll devices in Intune and modify user profiles via Microsoft 365 Admin Center.
• Tier 3 Support: Resolve complex technical incidents involving voice quality, call features, and phone registration, reducing escalation time for Tier 1 and 2 technicians.
• Technical Troubleshooting: Coordinate with telecommunications providers and Microsoft to resolve connectivity issues and maintain up-to-date device configurations.

Help Desk / User Support Technician (SME) - Booz Allen Hamilton | Federal Bureau of Investigation (FBI)

(2021-10 - 2025-09)

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

Management & Program Analyst (CTWatch) - Intellibridge | Federal Bureau of Investigation (FBI)

(2018-04 - 2021-10)

• Intelligence Analysis: Monitored 24/7 worldwide threats using DataMinr and multi-enclave databases (NIPR/SIPR/JWICS) to support the FBI Director's morning briefs.
• Reporting: Produced high-level Counterterrorism Threat Intelligence (CTI) reports regarding CONUS threats and US person nexuses.
• Case Support: 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 - The Rehancement Group | Federal Bureau of Investigation (FBI)

(2013-01 - 2018-04)

• Access Control: Processed eGuardian access requests by verifying law enforcement credentials and "need-to-know" status per agency protocol.
• Operational Support: 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 - Leidos / SAIC | Federal Bureau of Investigation (FBI)

(2009-04 - 2013-01)

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

Senior Intelligence Specialist (IS) - United States Navy (USN)

(2001-12 - 2009-04)

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