Carmen Santos
Falls Church,VA
Summary
U.S.A.F Veteran with 6 years of military service
Secret Clearance (pending TS Clearance)
Queue Manager at the Defense Advanced Research Projects Agency, skilled in optimizing workflows and enhancing user satisfaction. Proven track record in SLA adherence and performance monitoring, leading to significant improvements in service request resolution. Adept at ticket escalation management and fostering collaboration among IT teams to achieve operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Queue Manager
Defense Advanced Research Projects Agency
09.2024 - Current
- Manage Service Queues: Oversee the day-to-day operations of IT queues, ensuring that incoming service requests, incidents, and tickets are assigned, prioritized, and managed in line with SLAs and business priorities.
- Ensure SLA Adherence: Track performance against established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). Take corrective action for tickets at risk of breaching SLA.
- Prioritize and Assign Tasks: Evaluate incoming tickets and incidents, and prioritize based on urgency, impact, and severity. Assign tasks to the appropriate IT teams or service desk personnel.
- Escalation Management: Handle escalations for high-priority incidents and complex issues that cannot be resolved within normal workflow. Ensure prompt communication with stakeholders regarding progress.
- Data and Performance Reporting: Review daily ticket metrics and trends to generate reports on queue performance. Provide insights into trends, areas for improvement, and highlight any service gaps or challenges.
- Incident Resolution Oversight: Ensure that all incidents are properly categorized, prioritized, and tracked to resolution. Monitor progress on ongoing issues to ensure they are addressed in a timely manner.
- Service Desk and Technical Team Coordination: Work closely with IT support teams, including helpdesk technicians, system admins, and engineers, to ensure tickets are routed appropriately and escalated when needed.
Senior Service Desk Tier 2
Defense Advanced Research Projects Agency
11.2022 - 09.2024
- Utilize Bomgar to remotely access and troubleshoot user systems, ensuring quick resolution of technical issues.
- Administer user accounts in Active Directory, including account creation, removal, and password resets to maintain system security and user access.
- Install and configure software remotely, including Commvault, Trellix, and other enterprise applications, ensuring seamless user experience.
- Re-image laptops and desktops, ensuring systems are up-to-date and configured to company standards for new or reassigned users.
- Process and prepare IT assets for incoming hires, including hardware setup, software installations, and access configurations.
- Perform office moves and manage asset tracking updates, ensuring proper documentation of equipment relocation and availability.
- Resolve support tickets using Remedy and JIRA, ensuring timely responses and resolution of user issues in line with SLAs.
- Experienced in handling both unclassified and classified systems, ensuring compliance with security protocols.
- Provision mobile devices (iPhones) via Airwatch, configuring them for employee use and ensuring proper setup for foreign travel.
- Prepare and configure loaner laptops for employees traveling abroad, ensuring secure access to company systems and data.
Help Desk Specialist
General Dynamics IT
01.2022 - 11.2022
- Utilize Bomgar to remotely access and troubleshoot user systems, ensuring quick resolution of technical issues.
- Administer user accounts in Active Directory, including account creation, removal, and password resets to maintain system security and user access.
- Install and configure software remotely, including Commvault, Trellix, and other enterprise applications, ensuring seamless user experience.
- Re-image laptops and desktops, ensuring systems are up-to-date and configured to company standards for new or reassigned users.
- Process and prepare IT assets for incoming hires, including hardware setup, software installations, and access configurations.
- Perform office moves and manage asset tracking updates, ensuring proper documentation of equipment relocation and availability.
- Resolve support tickets using Remedy, ensuring timely responses and resolution of user issues in line with SLAs.
- Experienced in handling both unclassified and classified systems, ensuring compliance with security protocols.
- Provision mobile devices (iPhones) via Airwatch, configuring them for employee use and ensuring proper setup for foreign travel.
- Prepare and configure loaner laptops for employees traveling abroad, ensuring secure access to company systems and data.
United States Air Force
USAF
07.2016 - 12.2021
- Replace / Update of all IT items • Managed the help desk ticket queue on a daily basis • Performed hardware and software installation procedures • Troubleshoot equipment such as, printers, scanners and other peripherals • Replacement of key computer components such as Hard Drives, CAC Readers, SSDs and Motherboards • Re-imagining machines as needed • Maintained close liaison with government officials and high ranking officers • Targeted and resolved customer complaints in timely manner • Install credentials on CACS to allow access to certain areas of facility
Education
High School Diploma -
Marianas High School
Saipan, MP06-2016
Skills
- -Queue Optimization and Prioritization
- -Service Level Agreement (SLA) Adherence
- -Performance Monitoring and Reporting
- -Ticket Escalation Management
- Active Directory Administration (User Creation/ Management, Group Policies, Permissions)
- M365/ Windows 10/11
- Mobile Device Management (MDM) — AirWatch, Purebred
- ITSM Tools (Remedy, JIRA)
Certification
-Comptia Security+
-Azure900
-Comptia Advanced Security Practioner+
Timeline
Queue Manager
Defense Advanced Research Projects Agency
09.2024 - Current
Senior Service Desk Tier 2
Defense Advanced Research Projects Agency
11.2022 - 09.2024
Help Desk Specialist
General Dynamics IT
01.2022 - 11.2022
United States Air Force
USAF
07.2016 - 12.2021
High School Diploma -
Marianas High School
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