Dionne Horton
Summary
Experienced IT professional with 10+ years of experience across IT operations, cybersecurity, infrastructure, and project delivery. Demonstrated ability to support enterprise technology initiatives, IT governance, compliance, and service delivery while maintaining secure, high-availability environments. Strong background in project management, automation, cloud services, and endpoint management, with proven success collaborating with stakeholders and supporting organizational objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
DISA Global Solutions
12.2022 - Current
- Led the migration of company systems from Windows 10 to Windows 11, including planning, installation, troubleshooting, and user support to ensure minimal downtime.
- Served as project lead for DISA events, coordinating setup and configuration of large volumes of laptops under tight deadlines.
- Deployed and configured Windows and macOS laptops in compliance with security protocols.
- Managed VoIP systems and phone extensions using Cisco Call Manager.
- Diagnosed and resolved hardware and software issues, reducing downtime by approximately 30%.
- Administered Active Directory, including password resets, group policy enforcement, and access control.
- Provided Tier 2/3 technical support for Microsoft 365, Exchange, Teams, and SharePoint environments.
- Deployed and maintained Windows 10/11 endpoints using Intune, Autopilot, and SCCM.
- Maintained patch compliance reporting and supported vulnerability remediation efforts.
- Created and maintained knowledge base articles to support standardization and user self-service.
- Applied Agile and Waterfall project management methodologies depending on project scope and requirements.
- Supported IT governance and compliance efforts through documentation, access controls, and security enforcement.
- Collaborated with internal stakeholders to improve IT service delivery and operational efficiency.
- Integrated AV systems with Zoom, Teams, and Cisco Call Manager for seamless communication.
- Successfully onboarded new employees by provisioning systems, profiles, and training.
System Administrator
United States Postal Service
05.2022 - 12.2022
- Managed and maintained Windows and Linux server environments to ensure uptime, performance, and security.
- Administered Windows Server (2012, 2016, 2019) including Active Directory, DNS, DHCP, and Group Policy.
- Managed firewalls, VPNs, and system hardening activities to strengthen network security.
- Implemented Proofpoint email security policies, reducing phishing threats by approximately 25%.
- Conducted system backups and supported disaster recovery planning for business continuity.
- Maintained patch compliance reporting and documentation for audits.
- Automated recurring administrative tasks using PowerShell scripts and SCCM.
- Created standard operating procedures and technical documentation for IT support teams.
- Supported enterprise change management by coordinating updates, maintenance windows, and user communications.
- Assisted with vendor and third-party solution support to ensure performance and security expectations were met.
- Monitored system performance and capacity trends to support optimization and planning efforts.
- Strengthened incident and problem management practices by analyzing recurring issues and recommending preventative actions.
System Administrator / Field Technician
Rome Research
10.2020 - 05.2021
- Installed and maintained fiber optic networks (12–288 pairs) supporting mission-critical infrastructure.
- Configured and maintained network switches and routers to optimize performance and security.
- Ensured compliance with DoD cybersecurity requirements through system hardening and vulnerability remediation.
- Supported satellite communications to maintain uninterrupted connectivity.
- Managed and maintained VMware vSphere environments, including ESXi hosts and virtual machines.
- Created, cloned, and optimized virtual machines for development, testing, and production environments.
- Assisted in disaster recovery strategies to reduce system downtime risks.
- Provided Tier 2/3 technical support for escalated system and network issues.
- Supported IT governance and operational controls through detailed system documentation and access tracking.
- Participated in risk identification and mitigation activities in high-availability environments.
- Assisted leadership with technology planning and infrastructure assessments.
- Mentored junior technicians and supported knowledge transfer during field operations.
System Administrator / Field Technician
United States Army
08.2013 - 08.2020
- Led IT infrastructure projects ensuring secure, compliant deployments.
- Administered network security protocols including VLAN segmentation and access controls.
- Provided Tier III system and network support for complex infrastructure issues.
- Maintained Dell server hardware to ensure optimal performance and reliability.
- Reduced system downtime by approximately 30% through proactive monitoring and maintenance.
- Supported executive meetings and organizational events through AV and conferencing system setup.
- Supported IT governance and compliance requirements by maintaining system documentation, access controls, and security configurations in accordance with military standards.
- Coordinated with cross-functional units and leadership to plan, deploy, and sustain enterprise IT services in operational environments.
- Assisted with risk management and vulnerability mitigation efforts, reducing exposure to system outages and security incidents.
- Contributed to continuous improvement initiatives by identifying process gaps, standardizing configurations, and improving system reliability.
Education
Associate Degree - Information Technology
University of Phoenix
Bachelor of Science - Information Technology
University of Phoenix
11-2025
Skills
- Technical support
- Agile methodology
- Problem management
- Quality assurance testing
- IT service management
- ServiceNow development
- Project tracking
- Project management
- Project planning
Certification
- Project Management Professional (PMP)
- Certified Scrum Master
- CompTIA CASP+
- CompTIA Security+
- CompTIA Network+
- CompTIA Cloud+
- Google Project Management
- Certified Fiber Technician (CFOT / CFOT-O)
- Active Secret Security Clearance
- ServiceNow Certified System Administrator
Timeline
Desktop Support Technician
DISA Global Solutions
12.2022 - Current
System Administrator
United States Postal Service
05.2022 - 12.2022
System Administrator / Field Technician
Rome Research
10.2020 - 05.2021
System Administrator / Field Technician
United States Army
08.2013 - 08.2020
Bachelor of Science - Information Technology
University of Phoenix
Associate Degree - Information Technology
University of Phoenix