Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CONNER SONG

Fremont

Summary

Results-driven IT professional with 9 years of military experience and 4 years in IT management, including 5+ years providing helpdesk support in high-demand environments. Skilled in troubleshooting hardware, software, and network issues, with a proven track record of resolving complex technical problems and improving user satisfaction. Strong background in customer service, technical communication, and cross-functional collaboration. Experienced in data analysis, quality control, and performance reporting to drive operational improvements. Highly adaptable, solution-oriented, and committed to continuous learning and process optimization to reduce downtime and increase efficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Manager

US Army
10.2019 - 06.2023
  • Delivered Tier 1 and Tier 2 technical support for emergency response IT operations, including wildfire and COVID19 deployments, supporting over 1,000 users across distributed sites. Maintained 24/7 uptime of mission-critical systems through proactive desktop support, network troubleshooting, and IT infrastructure maintenance. Resolved technical issues in real-time, ensuring compliance with service-level agreements (SLAs) and maximizing system availability.
  • Provided hands-on IT support for over 50 users, including executive-level (VIP) accounts, by managing Windows OS environments, configuring system settings, and deploying security updates. Diagnosed and resolved hardware, software, and connectivity issues, reducing downtime and improving user satisfaction. Streamlined technical support processes and improved system stability through consistent monitoring and preventive maintenance.
  • Created a quarterly lifecycle and readiness plan for IT assets, including workstations, mobile devices, and hardware-conducting performance testing, startup validation, and downtime analysis to ensure seamless operational continuity.

IT Helpdesk Section Lead

US Army
10.2018 - 10.2019
  • Led IT Service Desk operations, supervising a team of four technicians and overseeing the resolution of 1,200+ support tickets. Improved SLA compliance, incident response times, and user satisfaction through process optimization and workflow improvements.
  • Developed and maintained detailed knowledge base articles to support end-user self-service. Served as a key liaison between IT and users, facilitating efficient escalation and resolution of complex technical issues.

Open-Source Analyst Manager

US Army
10.2014 - 06.2018
  • Conducted in-depth analysis of all-source intelligence, including CI/HUMINT, regional, and political data, to produce detailed reports and actionable insights. Developed and delivered tailored briefings for senior leadership, translating complex information into clear, strategic recommendations to support decision-making.
  • Developed and lead comprehensive training programs for small teams, enhancing collaboration and proficiency by 20%. Facilitated hands-on learning and fostered a collaborative environment, enabling teams to work efficiently and achieve project goals.

Education

Bachelor of Science - Information Systems

University of The Incarnate Word
San Antonio, TX

Skills

  • Purebred Mobile Management
  • Exceptional Customer Service
  • IoT Device Management
  • Technical support scheduling
  • Risk mitigation planning
  • Cybersecurity best practices
  • Change management
  • Technical onboarding design
  • Team collaboration
  • Technical support oversight

Certification

CompTIA Security Plus

Timeline

IT Manager

US Army
10.2019 - 06.2023

IT Helpdesk Section Lead

US Army
10.2018 - 10.2019

Open-Source Analyst Manager

US Army
10.2014 - 06.2018

Bachelor of Science - Information Systems

University of The Incarnate Word

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