IT Support
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I am an experienced IT Professional with over nine years of supporting enterprise and government environments. I excel at providing technical support, troubleshooting hardware and software issues, delivering excellent customer service, and providing excellent written/oral communication to upper management. I take pride in my ability to quickly adapt to new environments, collaborate with diverse teams, and provide a great experience for the customers.
Senior IT Specialist | VSoft Consulting, Inc. | Washington, DC | 03/2026–Present
Provide day-to-day leadership for service desk operations, coordinating workload distribution, escalations, and support activities.
Support enterprise users through troubleshooting of software, hardware, identity, and access-related issues while maintaining SLA compliance.
Lead development of a Knowledge Base Repository and Self-Service Portal initiatives to improve user experience and operational efficiency.
Coordinate with multiple support groups to ensure continuity of service and minimal disruption to business operations.
IT Specialist | Amazon Web Services (AWS) | Remote | 02/2022–01/2026
Delivered Tier 2/3 technical support for enterprise authentication and identity services in a high-volume environment.
Maintained 92%+ first-call resolution through effective troubleshooting, escalation management, and customer engagement.
Authored knowledge articles and support documentation that reduced repeat incidents and improved service delivery.
Analyzed Splunk logs to identify trends, support root-cause analysis, and improve operational performance.
IT Deputy Program Manager | Integration Technologies Group | Suitland, MD | 11/2020–02/2022
Managed daily operations for multiple contracts supporting a federal agency, including staffing coordination, workload management, and service delivery oversight.
Oversaw support for Active Directory, PIV credentials, RSA SecurID, and Remedy ticketing systems while ensuring SLA compliance.
Produced performance metrics and operational reports used by leadership for resource planning and decision-making.
Reduced call abandonment by 4.7% and achieved 100% first-call resolution through workflow improvements and escalation process enhancements.
Coordinated with stakeholders and technical teams to ensure uninterrupted support for mission-critical services.
Desktop Support Lead | Spear Inc. (U.S. Census Bureau) | Suitland, MD | 11/2019–11/2020
Led desktop support activities within a federal enterprise environment and provided guidance to junior technicians.
Performed quality assurance reviews, maintained ticket documentation standards, and supported workforce development through training.
Resolved hardware, software, authentication, and workstation deployment issues while ensuring customer satisfaction.
ITIL v4 Foundations (Expires 2027)
Associates of Science - Major: Business Administration ( Earned 2013)
Bachelors of Science - Major: Cybersecurity and Information Assurance (Expected 2027)
