Lo'wander Polly
IT Specialist (Customer Support) – GS-2210
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About
IT Help Desk / Tier 2 Support professional with experience providing technical assistance in Windows-based environments within regulated organizations. Skilled in troubleshooting user access issues, Microsoft 365 applications, connectivity problems, and system-related incidents while maintaining detailed documentation in ticketing systems. Known for delivering empathetic customer service and clear technical communication.
Currently pursuing a Bachelor of Science in Cybersecurity Operations with hands-on academic labs in Active Directory, networking, and endpoint security.
Experience
Tier 2 Customer Service / IT Support Agent at Department of Veterans Affairs (2022-11 – 2025-06)
- Provided Tier 2 technical and account support resolving escalated access, authentication, and application issues.
- Troubleshot Windows-based user issues including login failures and connectivity problems.
- Supported Microsoft 365 applications including Outlook, Teams, and SharePoint.
- Documented incidents and resolutions in enterprise case management systems.
- Ensured compliance with PII protection and federal privacy requirements.
Customer Service Manager at DURSERV (2018-09 – 2025-03)
- Led customer service operations and resolved complex escalated issues.
- Trained staff on documentation standards and system usage.
- Monitored performance metrics and recommended process improvements.
Executive Operations Manager at American Airlines (1999-01 – 2025-01)
- Managed large-scale operations requiring real-time troubleshooting and coordination.
- Resolved escalated service and system-related issues.
- Prepared incident reports and maintained compliance documentation.
Education
Bachelor of Science in Cybersecurity Operations – University of Maryland Global Campus (UMGC) (2026-12)
