Barry Jay Almanzor
Telos Corporation
Las Vegas,NV
2026
years of professional experience
IT Technical Support Manager with 7+ years of experience delivering enterprise technical support for federal programs across 450+ sites. U.S. Air Force veteran with a background in information assurance and network security. Expert in systems monitoring (Splunk, PRTG), endpoint diagnostics, incident response, and system recovery for 2,700+ devices. Skilled in terminal-based troubleshooting, firmware management, real-time outage resolution, and maintaining 95% uptime across distributed environments. Active Public Trust Clearance.
Work History
IT Technical Support Manager
6 Years 10 Months- Monitored system performance and maintained 95% uptime across 450+ sites using Splunk and PRTG for proactive alerting and incident detection.
- Performed remote diagnostics and recovery on 2,700+ endpoints (laptops, tablets, and mobile devices), including firmware updates, power cycling, and full system restores.
- Achieved 97% first-contact resolution across 40,000+ support engagements while supporting 3,000+ users in a high-volume federal environment.
- Executed daily system readiness checks and network monitoring to ensure availability of mission-critical infrastructure.
- Escalated and coordinated complex technical incidents with Tier-3 engineering teams, providing logs and reproduction steps for faster resolution.
- Documented incidents, resolutions, and operational metrics in ServiceNow to support knowledge base development and service improvements.
- Developed technical SOPs focused on troubleshooting workflows, monitoring procedures, and system recovery processes.
- Implemented QA validation methods using Splunk and ServiceNow, enabling 418,000+ cleared FBI submissions.
Tier-2 Technical Support Specialist
- Resolved 183,000+ incidents across 97,300+ inbound contacts, maintaining high first-contact resolution on hardware, connectivity, and system issues.
- Delivered Tier-2 remote support to 800+ field personnel, troubleshooting device configuration, network connectivity, and application errors.
- Provided technical guidance on scheduling systems and endpoint configuration for end users.
Information Management Analyst
3 Years 4 Months- Administered computer security and network systems, performing security reviews, compliance audits, and access management.
- Coordinated multi-site technical onboarding and clearance processing to support infrastructure readiness.
Education
Bachelor of Science - Business Administration & Management
Defense Cyber Investigations Training Academy
Professional Studies of Global Human Capital Trends
Skills
Systems Monitoring: Splunk
PRTG
real-time incident tracking
system availability management
Endpoint & Systems Troubleshooting: Terminal commands
firmware flashing/updates
power cycling
remote diagnostics
system recovery
Incident Response: Outage resolution
escalation handling
root cause documentation
ServiceNow ticketing
Operations & Infrastructure: Multi-site coordination (450+ sites)
inventory tracking
site audits
deployment support
endpoint management (2
700+ devices)
Timeline
IT Technical Support Manager
Telos Corporation
11.2018 - 09.2025Read More
Information Management Analyst
U.S. Air Force
02.2015 - 06.2018Read More
Columbia University
Professional Studies of Global Human Capital Trends
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Department of Defense
Defense Cyber Investigations Training Academy
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University of Maryland Global Campus
Bachelor of Science from Business Administration & Management
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Tier-2 Technical Support Specialist
Telos Corporation
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