Cheryl Allen
Sterling,Virginia
Summary
IT Professional with 20 years of experience in Systems Analysis and Help Desk Support, now focusing on Data Engineering and Analysis. Demonstrated success in enhancing data workflows and maintaining data integrity using SQL and Excel. Proven track record of delivering customized IT solutions that improve business operations and system efficiency. Specialized in data analysis, system design, and project management, with a strong emphasis on problem-solving and technology integration.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Systems Analyst
Synergy
Kearneysville, West Virginia
01.2019 - 01.2024
- While working this fully remote position at Synergy I was assigned to the United States Coast Guard’s Audit team. I led the creation and implementation of processes for validating user accounts and overseeing annual account recertification for all account types, ensuring adherence to security protocols, regulatory compliance, and efficient operations.
- Designed and deployed a ticketing system to streamline the annual recertification process, involving multiple stages and levels of authorization, with integrated form management to enhance process efficiency and ensure compliance with NIST-800-53 standards.
- Led the development and implementation of controls to validate user accounts and manage annual account recertification across Coast Guard financial systems, ensuring compliance with NIST 800-53 standards and audit readiness.
- Designed and deployed a multi-stage ticketing and tracking system to manage recertification workflows, integrating form management and escalation protocols to streamline authorization processes and regulatory documentation.
- Supported audit and compliance teams by preparing detailed evidence packages and exception justifications, aligning system processes with evolving federal and internal control requirements.
- Partnered with cross-functional stakeholders and internal audit teams to coordinate resolution of access control findings, track remediation activities, and document outcomes.
- Provided administrative support and user training for the recertification platform, addressing technical issues and identifying enhancements to improve compliance reporting and system efficiency.
- Managed multiple concurrent audit-related projects across legacy and modernized systems, achieving over 90% on-time delivery and delivering regular updates through Agile/SCRUM ceremonies.
- Analyzed audit data using Excel and SQL to identify risks, monitor control performance, and inform compliance process improvements.
- Investigated department processes and facilitated company becoming ISO9000-qualified.
- Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
- Prepared and presented technical proposals for clients.
- Conferred with clients regarding information processing or computation needs.
- Expanded or modified system to serve new purposes or improve workflow.
- Defined system goals and devised flow charts and diagrams describing logical operational steps.
- Developed, documented and revised system design procedures and quality standards.
- Developed and managed project plans while providing status updates to management.
- Tested, maintained and monitored computer programs and systems.
- Consulted with management to reach agreement on system principles.
- Explored new technologies and tools for productivity, security, and quality assurance purposes.
- Conducted research on emerging technologies and provided recommendations for upgrading existing systems.
- Maintained a secure environment by implementing security policies and procedures according to industry standards.
- Collaborated with stakeholders to ensure the successful implementation of systems projects.
- Implemented quality assurance practices throughout development cycles in order to maximize product reliability.
- Worked closely with IT teams to ensure proper integration between systems platforms.
- Analyzed user requirements and implemented system changes to improve efficiency.
- Developed technical documentation such as flowcharts, diagrams, and process maps.
- Identified areas for improvement in current systems architecture and proposed strategies for optimization.
- Facilitated meetings to gather stakeholder feedback on system performance.
- Evaluated existing systems and identified areas for optimization.
- Developed and maintained documentation for system processes and workflows.
- Collaborated with cross-functional teams to define project specifications.
- Analyzed system requirements and provided recommendations for improvements.
Technical Support Specialist
CenturyLink
Sterling, Virginia
01.2000 - 01.2016
- As a data center technician with CenturyLink (formerly Savvis prior Intel Online Services) I oversaw all operational duties related to the data center to include but not limited to break/fix, security, and building maintenance.
- Infrastructure Management: Where I managed and supported critical data center infrastructure, ensuring 99.999% uptime and minimizing downtime.
- Project Management: I successfully led multiple customers onboarding projects, consistently meeting tight deadlines and exceeding customer expectations.
- Problem-Solving: As a technician, I proactively monitored and resolved alerts and alarms, preventing potential service disruptions. Informed management where there were potential SLA affecting events happening within the data center and provide creative solutions to unexpected circumstances.
- Technical Expertise: I installed, configured, and supported server and network hardware, firmware, and software, optimizing system performance. Troubleshot networking and system issues on both Linus and Windows machines as well as a variety of Network devices.
- Achievements: Reduced downtime to 99% through initiative-taking monitoring and swift resolution of issues. Internally, I brought the helpdesk job duties into the data center by creating a process and training all levels of staff in the process, allowing management to reduce staffing levels. Implemented tracking process for customer returned parts, resulting in no longer misplacing customer parts and delaying repair. I created an Excel-based inventory system for company-owned hardware in the data center. This reduced the labor needed to transition to the corporate inventory software system upon its later implementation.
- Formerly Savvis and Intel Online Services
- Collaborated with engineering teams to escalate complex technical problems.
- Documented support interactions in customer relationship management systems.
- Trained new team members on support protocols and system navigation.
- Monitored service performance metrics to identify recurring issues.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Tracked customer requests from initial contact through resolution.
- Troubleshot system errors and identified potential solutions.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Documented and updated case notes for each customer and work order.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Conducted tests to identify malfunctions in hardware or software systems.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Diagnosed system problems using remote tools to access customer machines.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Assisted in the development of technical documentation for internal use by IT staff members.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Analyzed system logs for potential errors or irregularities that could indicate a security breach.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Created user accounts with appropriate permissions levels based on job requirements.
- Identified areas where existing processes can be improved upon or automated with scripting languages.
- Monitored system performance metrics to identify areas of improvement.
- Demonstrated advanced product knowledge to solve customer issues.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Managed the configuration and setup of customer accounts and systems.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Participated in after-hours on-call rotation for critical support needs.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Performed routine maintenance and software updates on support tools and customer systems.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Supervised and directed workers engaged in installation of data communication equipment and software.
Help Desk Technician
Lockheed Martin
Manassas, Virginia
01.1997 - 01.2000
- As an experienced Help Desk Technician, I provided comprehensive technical support for hardware, software, and network troubleshooting.
- Skilled in diagnosing and resolving issues related to desktops, laptops, printers, mobile devices, and peripherals, I ensured minimal downtime and supported operational efficiency.
- Proficient in troubleshooting operating systems, enterprise applications, and network connectivity, including VPNs and security configurations, I delivered effective solutions to end users.
- Serving as a Subject Matter Expert (SME) for Microsoft Office Suite, I aided users with advanced functions, troubleshooting, and best practices while also developing and supporting How To guides and knowledge base articles to enhance user self-service capabilities.
- In addition to standard help desk responsibilities, I provided site-wide support for backup and restore functions across the entire campus and managed licensing inventory to ensure compliance and proper software licensing throughout the Manassas Campus.
- Committed to delivering exceptional customer service, I resolved technical issues efficiently through phone, email, and in-person support, maintaining high user satisfaction and productivity.
- Contractor
- Provided technical support for hardware and software issues across various departments.
- Diagnosed and resolved user problems through remote and on-site assistance.
- Maintained and updated IT inventory, ensuring accurate asset tracking.
- Collaborated with engineers to troubleshoot network connectivity issues efficiently.
- Guided users in utilizing applications and tools effectively for daily tasks.
- Documented technical procedures and solutions for future reference and training.
- Assisted in implementing new software systems within the organization seamlessly.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Performed troubleshooting to diagnose and resolve technical issues.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Configured security settings or access permissions for groups and individual users.
- Supported remote desktop connections for users requiring assistance offsite.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved network connectivity issues.
- Ensured compliance with established standards, policies, and procedures.
- Provided end-user training when needed.
- Identified recurring technical issues and provided solutions to prevent future incidents.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Collaborated with IT team members to identify system requirements and resolve problems.
- Supported customers with online billing, access, and account issues.
- Resolved customer inquiries in a timely manner while providing excellent customer service.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Developed and maintained strong relations with customers to meet quality expectations.
- Used remote login tools to assist clients with technical and product questions.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Assisted in the development and updating of technical documentation and support guides.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Performed routine maintenance and software updates on support tools and customer systems.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Participated in after-hours on-call rotation for critical support needs.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Education
Bachelor’s degree - Database Technology
Strayer University
Sterling, VA06.2004
Skills
Technical Skills Professional Skills Clearance
- Databases & BI: SQL, Database Design & Administration, Business Intelligence (Power BI, Tableau, Alteryx)
- Systems & Networking: IT Infrastructure, Systems Deployment & Upgrades, Network Configuration & Administration, Server Administration
- Programming & Tools: Python, R, JavaScript, Java; Linux, Windows; ServiceNow, Remedy
- Information Security & Compliance: NIST, IT Governance, Audit Readiness, Information Security
- Business Process: Business Process Analysis, Project Management, Workflow & Process Improvement, Organizational Change Management
- Stakeholder Management: Effective Communication, Collaboration with Stakeholders, Interpersonal Skills, End User Support
- Analytical & Core Competencies: Problem-Solving, Analytical Skills, Regulatory Documentation, Attention to Detail
- US Government Public Trust
Skills Certifications
SQL, Python, R Programming, JavaScript, Java, Linux, Windows, SQL Server, MySQL, Oracle, T-SQL, MS Office (SME), Google Docs & Sheets, SharePoint, Power BI, Power Query, Tableau, Alteryx, ServiceNow, Remedy, Security+ (expired, currently studying to retake), Google Data Analyst, IBM Data Analyst, Network+, US government Public Trust Clearance
Certification
- Google Data Analytics Certificate
- CompTIA Security+ ce Certification
Timeline
Systems Analyst
Synergy
01.2019 - 01.2024
Technical Support Specialist
CenturyLink
01.2000 - 01.2016
Help Desk Technician
Lockheed Martin
01.1997 - 01.2000
Bachelor’s degree - Database Technology
Strayer University