DIANNA MANASCO
Summary
Results-driven Computer Service Desk Technician with extensive experience managing IT support operations, troubleshooting hardware and software issues, and leading technical support teams in fast-paced environments. Proven ability to deliver exceptional customer service, resolve complex technical problems, and ensure timely incident resolution while maintaining high service level standards with a track record of improving team performance, optimizing support processes, and enhancing overall user satisfaction.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Computer Service Desk Technician Lead
Delta Solutions and Strategies
Colorado Springs, CO
09.2025 - 08.2026
- Lead IT support operations and technical staff, coordinating incident resolution, asset management, and system administration activities while promoting adherence to cybersecurity policies and best practices.
- Supervised technical support team, ensuring prompt resolution of user issues to enhance service quality.
- Monitored and managed incidents and service requests across two ticketing systems, ensuring timely resolution, accurate documentation, and adherence to established service-level agreements (SLAs)
- Coordinated software updates and system upgrades across departments, facilitating seamless integration and user experience.
- Streamlined IT processes to improve efficiency in daily operations.
- Monitored system performance, identifying and addressing areas for improvement to optimize operational efficiency.
- Implemented best practices for developing solutions on the ServiceNow platform.
- Updated and managed configuration items in ServiceNow to ensure asset tracking and compliance.
- Reimaged and issued laptops to customers while maintaining accurate hand receipts
Information Technology Support Technician
MCSG Technologies
Schriever SFB, CO
01.2023 - 08.2025
- Created and managed user accounts in Active Directory, ensuring proper access permissions and alignment with organizational policies.
- Delivered comprehensive technical support by diagnosing, researching, and resolving diverse IT issues, ensuring effective and timely solutions that minimized user disruptions.
- Resolved technical issues for end-users, ensuring minimal disruption to operations.
- Provided timely support for hardware and software troubleshooting, enhancing user satisfaction.
- Automated repetitive tasks using scripting languages such as PowerShell, improving efficiency in system administration and user support.
- Served as the primary resource for escalated support requests, assisting team members with advanced troubleshooting and resolving complex issues.
- Mentored and trained junior technicians, enhancing skill development and contributing to a culture of technical excellence within the support team.
- Spearheaded the setup and configuration of Windows Server 2022 with Microsoft Deployment Toolkit (MDT), streamlining Windows 11 OS deployments and enhancing system efficiency.
- Updated and maintained imaging servers across three separate domains, ensuring robust support for organization-wide deployment needs.
- Configured and managed Dell iDRAC (Integrated Dell Remote Access Controller) interfaces, enabling troubleshooting, and firmware updates to ensure optimal system performance and uptime.
- Led migration of approximately 2,000 computers to Windows 11, coordinating planning and execution to minimize downtime and ensure seamless transitions for end-users.
Lead Associate of Operations - Manager on Duty
JPMorgan Chase
Colorado Springs, CO
09.2021 - 12.2022
- Oversaw branch operations focused on loss control, compliance adherence, and audit standards maintenance.
- Executed daily opening and closing operations in alignment with Chase Bank policies.
- Scheduled and conducted thorough audits of vault and cash box to ensure compliance with security protocols.
- Coordinated schedules, administrative tasks, quality control, and process enhancements to streamline operations.
- Developed training materials for new associates, improving onboarding processes and knowledge retention.
- Provided training and support to recently hired team members.
Senior Member Service Representative
Navy Federal Credit Union
Singapore, Singapore
02.2018 - 07.2021
- Conducted daily monetary transactions in excess of $20,000 USD.
- Authorized significant financial transactions within supervisory limits.
- Managed branch vault operations daily, ensuring accuracy and security of funds.
- Analyzed, researched and resolved problems and discrepancies related to member accounts and loans.
- Trained and advised new team members, enhancing team knowledge and performance.
- Conducted quarterly quality assurance audits, verifying branch compliance with retention and Navy Federal policy.
Office Automation Clerk
Navy MWR
Singapore, Singapore
07.2017 - 01.2018
- Managed office automation systems to enhance workflow efficiency and data accuracy.
- Coordinated scheduling for departmental meetings to enhance communication and collaboration across teams.
- Developed training materials for new staff on software applications and office procedures.
- Streamlined document management processes to enable faster retrieval times and minimize errors.
- Supervised daily operations of office equipment, ensuring optimal performance and minimal downtime.
- Assisted in budget tracking and expense reporting to support financial accuracy and accountability.
Multichannel Transmission Systems Operator - 25Q
United States Army
United States
02.2013 - 08.2016
- Operated multichannel transmission systems, ensuring optimal signal quality and system performance.
- Monitored network operations, identified and resolved issues to ensure uninterrupted service continuity.
- Conducted routine maintenance on transmission equipment, enhancing operational lifespan and reliability.
- Collaborated with engineering teams to implement system upgrades and enhancements.
- Improved user satisfaction with timely resolution of helpdesk tickets and proactive troubleshooting.
- Addressed helpdesk tickets and user inquiries promptly, improving customer satisfaction.
Education
Master of Science - IT Management
Western Governors University
Salt Lake City, UT09-2025
Bachelor of Arts - International Relations
American Military University
Salt Lake City, UT12-2019
Skills
- IT support
- Ticket management
- Remote support
- Software installation
- Cybersecurity compliance
- Incident response
- Network support
- Operating systems expertise
- Customer service
- Account management
- Leadership and management
Certification
CompTIA Security +
Additional Information - Clearance
Active TS/SCI Clearance
Timeline
Computer Service Desk Technician Lead
Delta Solutions and Strategies
09.2025 - 08.2026
Information Technology Support Technician
MCSG Technologies
01.2023 - 08.2025
Lead Associate of Operations - Manager on Duty
JPMorgan Chase
09.2021 - 12.2022
Senior Member Service Representative
Navy Federal Credit Union
02.2018 - 07.2021
Office Automation Clerk
Navy MWR
07.2017 - 01.2018
Multichannel Transmission Systems Operator - 25Q
United States Army
02.2013 - 08.2016
Master of Science - IT Management
Western Governors University
Bachelor of Arts - International Relations
American Military University