Antoinette T. Miller
Hyattsville,MD
Summary
Detail-oriented IT Support Specialist with 15 years of experience in Tier I–III desktop and help desk support within federal environments. Expertise in troubleshooting hardware, software, mobile devices, and enterprise applications. Delivers exceptional customer service, manages high-volume ticket queues, supports end users both remotely and onsite, and collaborates with technical teams to resolve complex issues.
Overview
18
18
years of professional experience
Work History
Field Technician III
SAIC
Washington, DC
06.2019 - Current
- Install, configure, and troubleshoot Microsoft Windows 7 and Windows 10 operating systems and standard business applications.
- Diagnose and resolve hardware, software, desktop, peripheral, and network-related issues.
- Diagnosed user-reported issues, assigned priorities, and escalated complex incidents to Level II or specialized support teams.
- Tracked ticket status, documented troubleshooting steps, and communicated progress and resolutions to users and Service Desk management, ensuring transparency and timely support.
- Provided support to Department of Transportation initiatives
Help Desk Analyst
Actionet, Inc.
Washington, DC
11.2012 - 06.2019
- Oversaw inventory and distribution of loaner laptops, optimizing usage through Asset Management system.
- Imaged, configured, and deployed laptops and desktops for new hires and existing employees.
- Installed software, customized user profiles, and configured systems.
- Troubleshot hardware, software, printers, desktops, laptops, tablets, and mobile devices.
- Delivered technical support via deskside visits, phone, email, and remote sessions, enhancing user satisfaction.
- Coordinated ServiceNow tickets, maintaining accurate documentation and timely updates to meet Service Level Agreements (SLAs).
- Escalated complex issues to higher-tier support while maintaining ownership of customer requests.
- Supported projects for Department of Energy to enhance operational efficiency.
Technician IV
SDSE, LLC
Washington, DC
08.2008 - 10.2012
- Functioned as System Administrator for the Department of Energy's eDocument Online Coordination System (eDOCS).
- Liaised between Enterprise Service Center and Network Operations Team, ensuring uninterrupted system availability.
- Managed support tickets from creation through resolution within assigned authority.
- Managed support tickets from creation to resolution, maintaining accountability within assigned authority.
- Generated weekly reports on open and closed support tickets to track support trends.
- Assisted with generating weekly reports on open and closed support tickets.
- Department of Energy
General Clerk II
IAP Worldwide Services
Washington, DC
06.2008 - 08.2008
- Supported facility management staff by organizing schedules and facilitating communication.
- Answered and routed incoming telephone calls, ensuring timely assistance and high customer satisfaction.
- Entered and maintained work order information within the Maximo system.
- Generated daily and weekly operational reports.
- Managed Excel spreadsheets by compiling and verifying data for reporting purposes.
- Coordinated maintenance requests as backup Trouble Call Desk Dispatcher, optimizing response times through effective use of the radio dispatch system.
- Supported operations at Walter Reed Medical Center
Education
High School Diploma -
Friendly High School
Fort Washington, MDSkills
- Technical support
- Operating Systems & Platforms: Windows 7/10, Microsoft 365, Citrix
- Technical installations
- Incident response
- Professional communication
- Network troubleshooting
- Remote support
- Asset management
Timeline
Field Technician III
SAIC
06.2019 - Current
Help Desk Analyst
Actionet, Inc.
11.2012 - 06.2019
Technician IV
SDSE, LLC
08.2008 - 10.2012
General Clerk II
IAP Worldwide Services
06.2008 - 08.2008
High School Diploma -
Friendly High School