Emil Hoareau
Senior IT Helpdesk Specialist
Annandale,NV
Summary
Lead Desktop Support Specialist with extensive experience managing IT support teams. Successfully improved user satisfaction scores by 20% through effective oversight of a five-member team, ensuring rapid issue resolution. Additionally, implemented a new ticketing system that reduced response times from 4 hours to just 1 hour, which greatly enhanced productivity. Offers strong skills in team leadership, process optimization, and vendor management, delivering high-quality support services while driving operational efficiency.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Lead Desktop Support Specialist
Department of Homeland Security
Arlington
10.2013 - 04.2025
- Led a team of desktop support technicians in resolving over 1,500 technical issues monthly, which streamlined user support processes and boosted overall satisfaction ratings by 20%.
- Developed and implemented a comprehensive training program for new support staff, which reduced onboarding time by 30% and enhanced team efficiency.
- Coordinated the rollout of over 1,000 new workstations across various DHS offices, which improved productivity and ensured staff had access to the latest technology. This project involved meticulous planning and communication.
- Analyzed user feedback and system performance metrics to identify recurring issues, which led to the proactive implementation of software updates and patches. This initiative not only reduced support tickets by 15% but also improved system reliability.
- Collaborated effectively with various stakeholders to resolve complex issues and ensure the smooth integration of IT systems, fostering a cooperative work environment.
- Demonstrated a comprehensive understanding of helpdesk ticket management processes, ensuring efficient tracking and resolution of service requests.
- Monitored compliance with established procedures and service level agreements (SLAs).
System Administrator
Lockheed Martin Corp.
Arlington
08.2009 - 10.2013
- Managed and maintained a diverse network of over 20 servers, which ensured optimal performance and reliability for critical operations, helping to minimize downtime and improve overall productivity across departments.
- Implemented robust security protocols that reduced unauthorized access incidents by 40%, significantly enhancing the organization's information security and protecting sensitive data from potential threats.
- Automated routine system maintenance tasks using scripting tools, which saved approximately 20 hours of manual work each week and allowed the team to focus on more strategic projects that further elevated our IT infrastructure.
- Collaborated with cross-functional teams to upgrade and integrate new software solutions, helping to streamline processes and improve user experience, which resulted in a 25% increase in overall system efficiency.
IT Desktop Engineer
Lockheed Martin Corp.
Arlington
07.2007 - 08.2008
- Supported over 500 end-users by troubleshooting and resolving desktop hardware and software issues, which maintained productivity and significantly reduced downtime across the organization.
- Implemented a new imaging process for desktop deployments, streamlining setups and ensuring consistency, ultimately decreasing setup time by 30% for new hires and enhancing their onboarding experience.
- Collaborated with network engineers to enhance security protocols on workstations, which safeguarded sensitive data and reduced security incident reports by 20%, leading to a more secure IT environment.
- Conducted training sessions for staff on new software tools, boosting user confidence and improving overall software adoption rates by 25%, thereby increasing operational efficiency across teams.
Sr. IT Support Helpdesk
Unisys Corp
Arlington
05.2004 - 07.2007
- Resolved over 200 technical support tickets each month, which ensured minimal downtime for users and maintained high productivity across the organization.
- Implemented a new ticketing system that streamlined the support process, helping the team reduce response times by 30%, which led to improved user satisfaction.
- Conducted training sessions for staff on various software applications, empowering employees to troubleshoot common issues independently, which reduced the overall volume of support requests.
- Collaborated with cross-functional teams to identify recurring technical issues, which led to proactive solutions that decreased similar incidents by 25%, enhancing system reliability for all users.
Junior System Administrator
General Dynamic
Arlington
05.2002 - 05.2004
- Monitored network performance to maintain system uptime, which helped reduce downtime by 20% and improved overall workflow for the team.
- Implemented new backup procedures for critical data, ensuring essential information was securely stored and easily retrievable, which provided peace of mind during system upgrades.
- Collaborated with senior administrators to upgrade software systems, streamlining operations and enhancing security measures, ultimately creating a safer and more efficient working environment.
- Provided user support and training for over 100 employees, helping them navigate system tools more effectively and boosting productivity across departments.
LAN Analyst
TranTech Corp
Arlington
04.2000 - 05.2002
- Analyzed network performance metrics regularly, which identified bottlenecks and led to a 30% improvement in data transfer speeds across the organization.
- Implemented new security protocols for local area networks, helping to reduce unauthorized access incidents by 50%.
- Collaborated with cross-functional teams to troubleshoot and resolve network issues, which minimized downtime and ensured 99.9% network availability.
- Developed and delivered training sessions for staff on network usage and best practices, helping to increase overall network utilization by 25%.
IT Desktop
RGS Associates
Arlington
05.1996 - 04.2000
- Provided technical support for over 100 employees, efficiently resolving issues which helped minimize downtime and maintain high productivity levels across the organization.
- Implemented a new ticketing system that streamlined IT requests, making it easier for staff to report issues and improving response times by 30%.
- Conducted regular training sessions on software and hardware updates, empowering employees to troubleshoot basic problems on their own.
- Collaborated with vendors to upgrade hardware infrastructure, resulting in a 25% increase in system performance.
Project Lead
Arlington
12.2025 - 04.2025
- Led the FY25 Asset Inventory Campaign, successfully identifying and cataloging over 5,000 assets, which enabled the team to make better-informed decisions about resource allocation.
- Developed a streamlined process for asset tracking, significantly reducing the time spent on inventory audits by 40%, which allowed the team to allocate resources more efficiently.
Project Lead
Arlington
02.2025 - 04.2025
- Led the Asset Clean Up project, successfully identifying and removing over 300 obsolete items, which streamlined operations and freed up valuable storage space for more relevant inventory.
- Developed a detailed reporting system to track the progress of the cleanup, helping the team stay organized and complete the project 20% faster than the original timeline.
Education
Bachelor of Science - Cybersecurity
10.2012
GPA: 3.2
AS - Business Administrator
09.2003
GPA: 3.2
Skills
- Ticketing System
- Implementation
- User Support
- Management
- Technical Training
- Development
- Hardware and Software
- Procurement
Certification
- 07/01/25, ITIL V4
- 10/01/19, Comptia Security+
- 05/01/18, Certified Ethical Hacker
- 09/01/18, Network and System Security Certification
Awards
- 01/01/22, CISA UNIT EXCELLENCE AWARD, Cybersecurity Infrastructure Security Agency (CISA), Received the CISA Unit Excellence Award for exceptional contributions to cybersecurity initiatives.
- 10/01/20, CISA COVID-19 PANDEMIC RESPONSE AWARD, Cybersecurity Infrastructure Security Agency (CISA), Received the CISA COVID-19 Pandemic Response Award for outstanding work in strengthening cybersecurity measures during the pandemic.
Hobbies and Interests
- Exploring distant lands
- Every kind of sport
Projects
12/01/24, 04/30/25, Project Lead - FY25 Asset Inventory Campaign, Led the FY25 Asset Inventory Campaign, successfully identifying and cataloging over 5,000 assets. 02/01/25, 04/30/25, Project Lead - Asset Clean Up, Led the Asset Clean Up project, successfully identifying and removing over 300 obsolete items.
Web
www.linkedin.com/in/emil-hoareau-0b4726363
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of seven staff members.
- Collaborated with team of 10 in the development of project FY25 Asset Inventory campaign.
- Achieved reduced onboarding time by 30% Developed and implemented a comprehensive training program for new support staf.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Project Lead -
12.2025 - 04.2025
Project Lead -
02.2025 - 04.2025
Lead Desktop Support Specialist - Department of Homeland Security
10.2013 - 04.2025
System Administrator - Lockheed Martin Corp.
08.2009 - 10.2013
IT Desktop Engineer - Lockheed Martin Corp.
07.2007 - 08.2008
Sr. IT Support Helpdesk - Unisys Corp
05.2004 - 07.2007
Junior System Administrator - General Dynamic
05.2002 - 05.2004
LAN Analyst - TranTech Corp
04.2000 - 05.2002
IT Desktop - RGS Associates
05.1996 - 04.2000
University Maryland University College (UMUC) - Bachelor of Science, Cybersecurity
Northern Virginia Community College (NVCC) - AS, Business Administrator
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