MAKIA WATSON
Triangle
Summary
System Administrator/ IT Operations professional with experience supporting enterprise Windows environments, ServiceNow-based ITSM operations, and secure DoD systems. Proven ability to troubleshoot complex issues, maintain system availability, and operate effectively in 24x7 mission-critical environments. Active Secret clearance and CompTIA Security + CE certified.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Helpdesk Technician III
GDIT
Falls Church
02.2026 - Current
- Directed endpoint security and device compliance through Microsoft Intune, configuring policies for device enrollment and MDM for Windows and mobile devices.
- Developed interactive dashboards and data visualizations with Microsoft Power BI to analyze operational and IT performance metrics, facilitating data-driven decisions.
- Monitored enterprise infrastructure using Microsoft System Center Operations Manager (SCOM) to track server health, performance metrics, and critical alerts, enabling proactive incident response.
- Supported desktop engineering and provisioning operations (DEPO) by imaging, configuring, and deploying enterprise workstations and laptops, ensuring standardized system builds, software installations, and compliance with organizational IT security policies
- Monitored performance of voice networks using various tools like Wireshark, Cisco Unified Communications Manager and SolarWinds Network Performance Monitor
- Managed enterprise incident, problem, and change tickets using Remedy and service now, including ticket triage, prioritization, escalation, and resolution tracking, while ensuring SLA compliance, accurate documentation, and streamlined IT service operations
- Provided Tier I-III support including troubleshooting and resolving issues with Microsoft 365 applications (Teams, Outlook, Sharepoint, Onedrive), while performing hardware diagnostics, laptop/desktop repairs, peripheral installion, and system imaging to maintain optimal end-user productivity and compliance with enterprise IT standards
Defense Acquisition Service Desk Specialist
CGI Federal
Fairfax
02.2025 - 01.2026
- Provided tier I/III technical support to personnel across all military branches for defense acquisition enterprise applications and infrastructure utilizing JIRA to execute advanced incident triage, root cause analysis, ticket prioritization, and lifecycle management across service desk operations.
- Leveraged AI support platform DAVE to automate operational workflows including enterprise application deployments, program pushes, configuration edits, and system updates reducing manual administrative overhead
- Administered identity and access management (IAM) operations including user provisioning, role-based access control, and privilege escalation while maintaining compliance with federal cybersecurity and least privilege security standards
- Authored and maintained technical documentation, and operational runbooks within Confluence and collaborated with engineering and infrastructure teams via Slack to streamline service desk operations
- Managed and optimized Active Directory infrastructure, overseeing user and group administration, Group Policy configuration, and access permissions, resulting in streamlined operations and enhanced system security.
IT Support Specialist
U.S. Army
Honolulu
01.2019 - 05.2025
- Provided enterprise IT support for federal users across Windows, Mac, and government standard hardware, performing OS imaging, hardware provisioning, software deployment, and endpoint troubleshooting while ensuring compliance with federal IT security standards (FISMA, NIST).
- Conducted system audits, patch management, and compliance checks ensuring all federal endpoints met cybersecurity and operational standards
- Supported cloud and virtualization environments using Azure, Hyper-V, VMware, and Microsoft 365, provisioning virtual machines, managing resource allocation, and maintaining enterprise applications for federal systems
- Implemented backup, disaster recovery, and business continuity procedures, coordinating with infrastructure teams to ensure high availability of mission-critical systems and rapid recovery from outages
- Administered enterprise Windows and Linux environments (RHEL, CentOS, Windows Server) performing cron jobs, log management, and OS deployment, integrating cross-platform monitoring for optimal availability and compliance
- Automated and streamlined IT support workflows by leveraging Powershell scripting to perform bulk account management, and reporting
- Deployed, configured, and maintained server and network stacks in field environments, performing hardware installation, system integration, troubleshooting, and software updates to ensure mission critical operational readiness under austere conditions
Education
Associate of Science - Computer Science
Laurel Ridge Community College
Warrenton, VA12-2026
Skills
- Network and System Troubleshooting
- Cybersecurity Protocol Development
- IT System Configuration
- Government IT Protocols (DoD)
- Disaster Recovery & Data Integrity
- Project Coordination & Execution
- Ticketing Systems & IT Operations
- Customer service
- Troubleshooting
- Technical support
- Installation and repair
Certification
• Secret clearance
• CompTIA Security+
• DoD Cybersecurity Certification (if applicable)
• CompTIA Security+
• DoD Cybersecurity Certification (if applicable)
Timeline
Helpdesk Technician III
GDIT
02.2026 - Current
Defense Acquisition Service Desk Specialist
CGI Federal
02.2025 - 01.2026
IT Support Specialist
U.S. Army
01.2019 - 05.2025
Associate of Science - Computer Science
Laurel Ridge Community College