Nery Baker

Secret Cleared IT professional with federal IT support and manual QA experience

Talent

ColumbiaMember since May 26, 2026

Manual TestingServiceNowMicrosoft 365Active DirectorySalesforceVPNMFAFederal IT Support

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Manual TestingServiceNowMicrosoft 365Active DirectorySalesforce

About

I'm a Secret Cleared IT professional with several years of experience supporting federal users in fast-paced environments. I've built strong troubleshooting skills across Windows, VPN, MFA, Microsoft 365, and Active Directory, and I'm comfortable managing a high volume of tickets in ServiceNow. Alongside my IT work, I've gained hands-on experience with manual QA, including writing test cases, documenting bugs, verifying fixes, and testing functionality across different browsers.

I enjoy troubleshooting issues, identifying root causes, and making sure systems function properly for end users. I'm seeking a full-time remote QA role where I can apply my technical support background, attention to detail, and manual testing experience to help improve product quality and user experience.

Experience

Help Desk Analyst (Federal IT Support) - USCIS - B&A / PCI Government Services - Remote

(2022-09)

I support federal users in a high-volume environment, handling everything from login issues to VPN, MFA, Microsoft 365, and system access problems. I manage the full ticket lifecycle in ServiceNow and work closely with Tier 2/3 teams when issues need deeper investigation. This role has also involved validating fixes, checking functionality after updates, and confirming systems operate as expected before deployment to users.

Provide Tier 1-2 technical and application support for federal users
Troubleshoot system, VPN, MFA, and access-related issues
Manage ServiceNow tickets from intake through resolution
Handle Active Directory tasks (provisioning, permissions, access validation)
Support Microsoft 365 and enterprise tools, including Salesforce
Escalate complex issues while maintaining ownership and communication
Document incidents and contribute to knowledge base updates
Validate fixes and functionality as part of release or update cycles

Security Officer (Unarmed) - Whitehawk Worldwide Corp - Ft. Meade, MD

(2022-04 - 2022-08)

Monitored secure areas, enforced access procedures, and documented incidents according to established protocols. Strengthened attention to detail and ability to follow strict compliance standards.

Dental Assistant / Front Desk - Drs. Delgado & Stanek - Columbia, MD

(2014-01 - 2022-08)

Supported daily office operations in a fast-paced environment, managing scheduling, patient communication, and electronic records. Handled front-line troubleshooting for office technology and software.