Stephanie Breckenridge
Alexandria
Summary
Results-driven Senior IT Helpdesk Technician with 5+ years of experience providing exceptional technical support and customer service in high-demand environments. Proficient in troubleshooting hardware, software, and network issues, with expertise in Windows operating systems, Office 365, Active Directory, and remote support tools. Adept at managing help desk operations, coordinating with cross-functional teams, and implementing efficient processes to enhance user satisfaction and productivity. Recognized for strong problem-solving skills, effective communication, and the ability to resolve complex technical issues promptly. Committed to maintaining system integrity, compliance with security standards, and delivering innovative solutions to meet organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Technician IV
General Dynamics Information Technology Inc
07.2024 - Current
- Provides second-tier desk-side and remote information technology and telecommunications assistance to more than 1,000 end users in support of the Department of Defense, Joint Program Office for the F-35 Joint Strike Fighter.
- Collaborates with network and software engineering teams to recreate, pinpoint, and restore system issues, ensuring minimum customer downtime.
- Maintains comprehensive documentation of tickets assigned. Utilizes standard operating procedures and technical documentation to resolve customer issues. Ensuring the customer understands the actions taken to reduce recurring tickets.
- Granted administrative tokens to access critical servers and software enabling basic system administration.
- Leverages vulnerability scan results to implement mandatory updates, ensuring compliance with organizational cybersecurity policies.
Help Desk Technician Lead
Mindbank Consulting Group LLC
05.2022 - 07.2024
- Managed a team of seven IT professions, providing NIPRnet and SIPRnet desk-side and remote IT and telecommunications support to over 5,000 end users for the Department of the Navy Secretariat.
- Collaborated with the Program Manager to review ticket statistics, ongoing projects, personnel management and deliverables. Proving weekly reports to the government client branch head.
- As the lead technician, was the primary point of contact for Senior Executive and VIP trouble tickets. Responding immediately to support VIP users desk-side.
- Created and managed user accounts in Active Directory and NMCI Enterprise Tool (NET) to ensure seamless access and security.
- Managed the departments ticketing system, ensuring equity of tasks assigned amongst the team, efficient and professional correspondence to customers and resolving tickets in a timely manner.
- Recognized as Technician of the Quarter by the Navy Chief Information Officer for exceptional performance.
System Administrator
Tecolote Research Inc.
12.2020 - 05.2022
- Maintained Office of the Secretary of Defense Cost Assessment Program Evaluation and Cost Assessment Data Enterprise (DOD CAPE-CADE) websites by managing updates, coordinating releases, and ensuring seamless functionality.
- Monitored server architecture, conducted daily checks for disruptions, and resolved outages, focusing on IIS, application pools, and software performance.
- Collaborated with the development team to create site releases and hotfixes, applying monthly updates and patches for system security while generating Standard Operating Procedures (SOP's) to ensure continued success.
- Was the primary liaison between Tecolote and government clients, ensuring compliance with web server regulations, STIG standards, and remediation processes.
- Supported the Authority to Operate (ATO) project, maintaining Security Technical Implementation Guides (STIG) compliance for six servers and addressing vulnerabilities identified by the Defense Information Systems Agencies (DISA) Vulnerability Disclosure Program (VDP).
Data Center Technician
Amazon
08.2020 - 12.2020
- Remediated break-fix tickets by performing physical maintenance on AWS data center servers.
IT Help Desk Technician Intern
GID Solutions, Inc.
03.2020 - 07.2020
- Provided asset management of end user devices prior to issuing.
Education
I - Information Technology
My Computer Career
Raleigh, NC01-2020
Associate of Science - Business Management
Penn Foster College
Scranton, PA09.2014
Skills
- Current SECRET security clearance
- Office 365 Environment including Intune and Company Portal
- Active Directory
- ServiceNow, Crow Canyon, Remedy, Boost Ticketing Systems
- Hardware and software support
- Mobile device management
- SIPRnet Token Trusted Agent
Certification
CompTIA ITF+
CompTIA A+
CompTIA Security+
Microsoft Technology Associate, Security Fundamentals
Timeline
Help Desk Technician IV
General Dynamics Information Technology Inc
07.2024 - Current
Help Desk Technician Lead
Mindbank Consulting Group LLC
05.2022 - 07.2024
System Administrator
Tecolote Research Inc.
12.2020 - 05.2022
Data Center Technician
Amazon
08.2020 - 12.2020
IT Help Desk Technician Intern
GID Solutions, Inc.
03.2020 - 07.2020
I - Information Technology
My Computer Career
Associate of Science - Business Management
Penn Foster College
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