ANN MARIE E. BOYD
Virginia Beach,VA
Summary
A motivated Computer Information Science graduate from ECPI University with a focus on Cybersecurity. 4-year Air Force veteran with a strong background in customer service and troubleshooting, backed by hands-on experience and a bachelor's degree. Recognized for detail-oriented problem-solving abilities, proficiency in systems such as Windows and Linux, software like Hyper-V, and services such as Active Directory. Eager to apply skills and experience in a cybersecurity role.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst I
SAIC
10.2024 - Current
- Serves as the first point of contact for users via telephone to provide technical support
- Remotely accesses users’ computers to assist with solving issues and/or making system/setting changes
- Troubleshoots network connectivity issues
- Takes detailed notes of problems and determines the next step to resolve them
Service Desk Analyst I
ePlus Inc
11.2023 - 04.2024
- Resolved over 100 IT queries and provided technical support to end-users
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary
- Handled help desk phone calls and troubleshot tickets promptly and effectively
- Tested and analyzed IT system and software performance to identify and resolve issues
- Deployed software and troubleshot IT issues on various platforms
Technical Support Specialist Intern
Dollar Tree
01.2023 - 05.2023
- Ran termination scripts and imaged/reimaged laptops and desktops for over 200 users via PowerShell and PXE
- Managed devices in active directory
- Ensured clean cable management
- Configured user setups including monitors, docks, phones, and cable management
IT Support Extern
Boys and Girls Club of Southeast Virginia
09.2022 - 12.2022
- Worked with a team for PC upgrades, system imaging, software upgrades, network diagram, cable management, port labeling and management, and naming convention
Cashier
Dollar Tree
10.2020 - 08.2021
- Ensured a positive customer experience with fair, friendly, and courteous service
- Itemized and totaled purchases by recording prices, departments, taxable and nontaxable items using a cash register
- Managed cash drawer by counting cash at the beginning and end of work shift
- Maintained a safe and clean working environment by complying with procedures, rules, and regulations
Dental Assistant
United States Air Force
07.2016 - 07.2020
- Conducted panoramic dental X-rays to diagnose cavities, impacted wisdom teeth, and other dental conditions; provided education to patients on findings
- Assisted dentists during root canals, extractions, and other dental procedures, including sterilizing instruments to prevent infection
- Scheduled appointments for on and off-base dental procedures on practice software
- Maintained and set up monthly schedule template for appointed dentist
- Served as program manager for crash cart maintenance
Education
Bachelor’s - Computer and Information Science
ECPI University
Virginia Beach, VA03.2024
Associate - Electrical and Electronic Systems
Lincoln College of Technology
Marietta, GA11.2021
Skills
- Active Directory
- Remote technical support
- Troubleshooting
- Hardware/Software support
- Security awareness
- Ticket support system management
Active Clearance
Secret
Certification
CompTIA Security+ce — November 2023-November 2026
Military Experience
Air Force, United States, E4 —July 2016-July 2020
Timeline
IT Service Desk Analyst I
SAIC
10.2024 - Current
Service Desk Analyst I
ePlus Inc
11.2023 - 04.2024
Technical Support Specialist Intern
Dollar Tree
01.2023 - 05.2023
IT Support Extern
Boys and Girls Club of Southeast Virginia
09.2022 - 12.2022
Cashier
Dollar Tree
10.2020 - 08.2021
Dental Assistant
United States Air Force
07.2016 - 07.2020
Associate - Electrical and Electronic Systems
Lincoln College of Technology
CompTIA Security+ce — November 2023-November 2026
Bachelor’s - Computer and Information Science
ECPI University
Similar Profiles
Charles J. LeeCharles J. Lee
Senior Project Manager at SAICSenior Project Manager at SAIC
William ClarkWilliam Clark
Software Tester. at SaicSoftware Tester. at Saic
Erin MisukonisErin Misukonis
Lead Configuration Manager at SAICLead Configuration Manager at SAIC