Nery Baker

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.

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.

Associate of Arts - Health Information Technology - Prince George's Community College