Makia Watson
Arlington
Summary
Dynamic IT professional with extensive experience in delivering exceptional technical support and troubleshooting solutions. Military-honed skills in discipline, problem-solving, and collaboration effectively leverage success in civilian IT environments. Proficient in resolving complex hardware and software issues while ensuring seamless system operations, with a strong emphasis on teamwork and results-oriented outcomes. Demonstrates reliability and adaptability in response to evolving challenges, complemented by expertise in network configuration and customer service excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Defense Acquisition Helpdesk Specialist
CGI Federal
Fairfax, VA
02.2025 - 01.2026
- Monitored user feedback to enhance service delivery and adapt to changing needs within the defense acquisition environment.
- Contributed to the creation of a user-friendly knowledge base, allowing users to self-service and reduce dependency on direct support.
- Analyzed service desk metrics to identify trends and areas for improvement, resulting in a 20% increase in first-contact resolution rates.
- Implemented process improvements that reduced average resolution time by 15%, contributing to overall service desk performance.
- Collaborated with cross-functional teams to address complex technical challenges, fostering a unified approach to problem-solving.
- Managed ticketing system to track and prioritize service requests, enhancing response times and customer satisfaction.
- Provided exceptional customer support by troubleshooting hardware and software issues, ensuring timely resolution for defense acquisition programs.
- Lead the design, integration, and deployment of Robotic Process Automation (RPA) solutions for key government functions.
- Collaborate with cross-functional teams to streamline operations and enhance overall efficiency in military procurement and contracting.
- Diagnosed and resolved issues involving Office365, Windows 7–10, MacOS, VPN connectivity, and collaboration tools.
- Assistant Secretary of Defense for Acquisition, Defense Pricing, Contracting, and Acquisition Policy, Acquisition Policy and Innovation.
- Developed and implemented standard operating procedures for IT support and troubleshooting.
- Managed IT infrastructure to ensure optimal performance and reliability across multiple systems.
IT Specialist – Sergeant
Army Fort Stewart, Georgia
Fort Stewart, Georgia
08.2023 - 05.2025
- Installed, operated, and maintained critical computer systems - Provided essential IT support services, ensuring uninterrupted communication and data management for military operations.
- Conducted training sessions for junior personnel, enhancing their technical skills and ensuring readiness for diverse IT challenges. Contributed to the overall preparedness and effectiveness of the unit's IT capabilities.
- Maintained active DOD SECRET clearance, ensuring the confidentiality and integrity of classified information systems.
- Supported Windows, Mac, and mobile devices across multi-user environments, ensuring seamless operations for on-site, remote, and international personnel.
- Administered and maintained Active Directory accounts, group policies, and permissions to support secure user access.
- Configured, deployed, and supported iOS and Android devices across enterprise environments, ensuring compliance with DoD and organizational security standards.
- Led training sessions for staff on new technologies and software applications.
- Streamlined help desk operations, improving ticket resolution times and user satisfaction.
- Designed and implemented network infrastructure solutions to enhance system performance.
- Configured routers and switches to optimize data traffic management across multiple locations.
IT Specialist - Sergeant
Army Honolulu, Hawaii
Honolulu, Hawaii
08.2020 - 08.2023
- Promoted to Sergeant, demonstrating strong leadership skills in guiding, mentoring, and motivating subordinates.
- Supervised IT operations, fostering a disciplined and cohesive team that efficiently executed tasks and mission objectives.
- Consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root cause.
- Delivered local and remote Tier 1, 2, and 3 IT support for hardware and software, updated software versions with patches and new installations to close security loopholes.
- Hardened and maintained Windows and Linux servers through patching, configuration management, log analysis, and identity governance, ensuring secure system operations aligned with DoD and industry best practices.
- Diagnosed and resolved hardware and software issues, enhancing system performance and user satisfaction.
- Resolved technical issues for end-users via phone, email, and remote support tools.
- Managed user account provisioning and deprovisioning in Active Directory environment.
- Developed and implemented group policy objects to enhance security settings across domains.
- Implemented network security protocols to safeguard sensitive information and maintain operational integrity.
- Administered and maintained server infrastructure to ensure optimal performance and security.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
IT Specialist – Deployment
Army Syria, Middle East
Syria, Middle East
02.2021 - 02.2022
- Provided essential IT support services, ensuring uninterrupted communication and data management for military operations.
- Administered and secured complex network infrastructures under challenging field conditions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Administered enterprise IAM workflows include account provisioning, RBAC design, group policy enforcement, and privileged access management, ensuring secure and auditable access across Windows, Linux, and cloud platforms.
- Provided remote support to teleworkers, traveling staff, and deployed personnel, ensuring uninterrupted access to mission-critical systems.
- Delivered IT support during field operations and remote conferences, including A/V setup, connectivity troubleshooting, and equipment configuration.
- Managed iOS and Android phones end-to-end: provisioning, connectivity, application support, MDM enrollment, security compliance, and resolving complex mobility issues under strict timelines.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Managed VMware virtual infrastructure to ensure optimal performance and availability.
- Automated routine tasks using PowerCLI scripts, enhancing operational efficiency.
Education
A.S. - Computer Science
Northern Virginia Community College
05-2026
Skills
- Customer support
- Systematic problem-solving
- Virtual access management
- Network diagnostics expertise
- Active directory management
- Virtualized storage management
- IT technical support
- System software configuration
- Client assistance
- Ticket resolution management
- Linux
- DNS management
Accomplishments
Security + Certification
Certification
Security +
Languages
English
Spanish
Timeline
Defense Acquisition Helpdesk Specialist
CGI Federal
02.2025 - 01.2026
IT Specialist – Sergeant
Army Fort Stewart, Georgia
08.2023 - 05.2025
IT Specialist – Deployment
Army Syria, Middle East
02.2021 - 02.2022
IT Specialist - Sergeant
Army Honolulu, Hawaii
08.2020 - 08.2023
A.S. - Computer Science
Northern Virginia Community College
Industry experience
- Defense and Government IT Operations
- Enterprise IT Support
Environments
- Collaborative Setting
- High-Intensity Setting
Technical specializations
- Ticketing Systems
- Imaging & Development
- Security & Compliance
Tools & software
- JIRA
- REMEDY
- ServiceNow
- Active Directory
- Cisco
Areas of expertise
- Helpdesk Operations
- Network Administration
- Cloud & Virtualization
- Hardware & Infrastructure