Lo'wander Polly

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.

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.

Bachelor of Science in Cybersecurity Operations – University of Maryland Global Campus (UMGC) (2026-12)