Mathew Lim

Highly motivated and analytical Client Systems Administrator holding an active Secret Clearance and CompTIA Security+ ce certification. 4 years of proven IT and data governance supporting mission-critical government and military operations, in both the civilian, military, and contractor capacity. SME in ServiceNow and ITSM frameworks within an Enterprise IT as a service (EITAAS) environment for rapid incident intake, tracking, vulnerability mitigation, and end-client hardening. Adept at evaluating complex datasets, enforcing IT governance and compliance standards (DOD/NIST/HIPAA) and ensuring system infrastructure resilience under time-sensitive conditions.

Technically adept in troubleshooting Dep. Of War end device clients on AFNET and Navel networks/infrastructure. Backed by a Bachelor of Science degree and six years of professional cross-functional experience.

Client Systems Administrator - United States Air Force - Guam

(2024-01)

• Incident Intake & Tracking: Operate primarily within an EITaaS environment utilizing ServiceNow frameworks to rapidly intake, log, categorize, and resolve Tier 1 and Tier 2 system disruption incidents across classified and unclassified networks.
• Technical Baseline & System Integrity: Execute day-to-day operations and workstation baseline management for high-tempo wing personnel, ensuring uninterrupted access to mission-essential classified and unclassified systems.
• Security Compliance & End-Client Hardening: Manage and deploy critical automated system patches and security baseline upgrades to end-user devices to reduce technical risk, maintain hardening standards, and defend against cybersecurity threats per operational regulations. Proficient in implementing STIGs and remediating fixes.
• Infrastructure Resilience & Asset Accountability: Support system failover and disaster recovery concepts while tracking, lifecycle documentation, and detailed auditing for hundreds of high-value IT and communications assets. Held the Cybersecurity Liaison Role.
• Telecommunications & Mobile Device Management: Provision, configure, and troubleshoot enterprise Mobile Devices (iOS/iPhones) leveraging Purebred software for secure PKI credentialing; coordinate VoIP service requests, line maintenance, and telephone keeping across the network.
• Imaging Process & Operational Continuity: Implemented a standardized workstation imaging process to streamline deployment timelines and established shift-turnover protocols to ensure seamless operational continuity for incoming staff.

Systems Help Desk Technician III - Government Contractor - GU

(2025-01 - 2026-12)

• SOP Development & Access Management: Developed and documented Standard Operating Procedures (SOPs) for user access management processes to streamline onboarding and maintain strict security compliance.
• Customer Service System & Intake Tracking: Implemented a scan-in tracking system within the customer service environment to monitor, audit, and log incoming clientele efficiently.
• End Device & Mobile Management: Perform comprehensive End Device Management, including mobile device provisioning, configuration, and security troubleshooting for enterprise iOS/iPhones using Purebred software.
• Network Infrastructure & Cabling: Execute network cabling and splicing, physical layer networking, and patch panel maintenance to ensure physical layer network connectivity and equipment uptime.
• Telecommunications & VoIP Support: Manage telecommunications support and VoIP service requests, maintaining accurate custody/property records and telecommunications documentation for enterprise clients.

Dietetic Data Technician - Guam Memorial Hospital (GMH) - Tamuning, GU

(2023-01 - 2024-12)

• Data Governance & Privacy Compliance: Handled complex medical software entry and records management in a time-critical clinical layout, ensuring information was in strict alignment with federal HIPAA regulations, audit procedures, and data governance standards.
• Legacy IBM Software Configuration: Reconfigured legacy IBM clinical system to eliminate outdated data options and optimize operational efficiency.

Technical Support Specialist - ET's Freelance IT - San Francisco, CA

(2021-01 - 2023-12)

• Hardware Assembly & Software Troubleshooting: Assembled custom PC hardware systems, installed operating systems, and performed diagnostic software troubleshooting to resolve system performance issues for personal and small-business clients.

Customer Experience Lead - Retail & Service Sector Guam - Guam

(2019-01 - 2023-12)

• Incident Escalation & Operations: Specialized in rapid conflict resolution and cross-functional client management, enforcing standard operational checklists and maintaining a customer-centric demeanor under high-pressure conditions.

Research Intern - Guam Department of Education (GDOE) - Hagåtña, GU

(2022-01 - 2023-12)

• Data Synthesis & Executive Reporting: Year-long analytical evaluation of large program datasets to discover performance anomalies, presenting actionable insights and summary reports to leadership to maximize organizational efficiency.

Bachelor of Science - University of Guam

Associate of Science - Information Technology IP - Community College of the Air Force (CCAF)

Client Systems Apprentice Course - USAF Technical Training