Diosha Miller
IT Support Specialist
Belcamp,MD
Summary
Results-driven IT Engineer with 10+ years of experience in help-desk support, technical project management, and IT infrastructure. Integrates innovative solutions to enhance operational efficiency, cybersecurity, and IT service delivery. Skilled in cloud computing, counter-drone technologies, and automation, with a strong foundation in emerging cybersecurity practices. Expertise in network security, policy compliance, project management, and team leadership. Proven success in system operations improvement, IT systems management, technical documentation, and staff training. Maintains high-level security credentials with a strong commitment to operational efficiency and continuous improvement in cybersecurity and IT best practices. Experienced in AUDS (Anti-UAV Defense System) operations and CompTIA Cloud+ technologies, ensuring advanced technical support and security compliance. Leverages emerging technologies such as cloud computing, AI-driven automation, and cybersecurity frameworks to streamline workflows, optimize IT infrastructure, and fortify security compliance for resilience against evolving threats.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Information Technology Technician
U.S. Army Futures Command Combat Capabilities Development Command (DEVCOM) C5ISR Center
Aberdeen, MD
10.2022 - Current
- Provides comprehensive technical support and troubleshooting for hardware, software, and network infrastructure, ensuring system reliability and peak performance
- Provided technical support to over 1800 personnel, ensuring seamless IT operations by troubleshooting hardware, software, and network issues
- Facilitated user training and assistance, enhancing overall system efficiency and user proficiency
- Collaborates with government and IT security teams to ensure compliance with federal security regulations and network security protocols
- Performs proactive system monitoring, metric analysis, and routine maintenance to prevent downtime and optimize network performance
- Oversees IT projects and contracts, ensuring seamless integration with system requirements, adherence to schedules, and budget compliance
- Serves as Information Management Officer (IMO), managing user accounts, access control, and cybersecurity policy implementation
- Develops detailed project documentation, including charters, project plans, business cases, risk management strategies, and process improvement plans
- Designs, develops, tests, and supports software applications, leveraging relational databases to enhance operational efficiency
- Implements cutting-edge network security measures and IT infrastructure upgrades to protect data integrity and organizational assets
- Creates and maintains Standard Operating Procedures (SOPs) and technical documentation for system administration and IT operations
- Gained DEPO access to issue A365 licenses, streamlining user provisioning and ensuring seamless license management for enhanced operational efficiency
- Trains and mentors’ junior IT staff, enhancing technical skills, knowledge transfer, and team efficiency
- Assisted with HQ operations by relocating workstations, ensuring uninterrupted workflow during infrastructure issues
- Provided ongoing VIP and non-VIP technical support, resolving over 587 tickets with an average resolution time of 12 per week
- Maintained and deployed IT resources, including issuing and tracking over 200 pieces of equipment through DA2875 forms
- Supported IT security by maintaining 3 admin privilege tokens, managing network access, and controlling 8 critical enterprise systems
- Participated in strategic projects, including proof of concept initiatives to extend computing nodes to Azure GovCloud, enhancing cloud capability
- Created and managed DREN user accounts, ensuring secure access control, proper authentication protocols, and compliance with organizational IT security policies
- Developed a comprehensive Standard Operating Procedure (SOP) detailing the step-by-step process for creating and managing DREN accounts, improving efficiency and ensuring consistency across the organization
- Completed AUDS (Anti-UAV Defense System) training, gaining expertise in counter-drone operations, threat mitigation, and system deployment for enhanced security measures
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Contributed to cost savings initiatives by identifying opportunities for hardware and software consolidation without compromising system performance or reliability.
Help Desk Specialist
Alaka`ina Foundation, U.S. Army Futures Command Combat Capabilities Development Command C5ISR Center HQ
Aberdeen, MD
04.2021 - 10.2022
- Provided comprehensive technical support for over 500 end-users, resolving an average of 10-15 technical issues daily
- Utilized Windows PowerShell and diagnostic tools to identify, analyze, and troubleshoot complex system errors
- Reduced ticket resolution times by 20% through strategic process improvements and enhanced troubleshooting techniques
- Managed and updated client accounts in the Defense Enterprise Provisioning Online system, ensuring secure access management
- Developed and delivered training sessions for end-users on IT best practices, security compliance, and new software applications
- Authored and maintained technical documentation, user manuals, and knowledge base articles to improve service desk efficiency
- Walked user through series of steps to determine problem and implement likely solution.
Information Technology Manager
22nd Century Technologies Inc., Army Test and Evaluation Command HQ
Aberdeen, MD
07.2019 - 04.2021
- Led IT operations and managed a team of six IT professionals, overseeing daily helpdesk activities, technical troubleshooting, and IT infrastructure projects
- Implemented comprehensive maintenance programs for local hardware, disaster recovery procedures, and IT security audits
- Spearheaded cost-saving initiatives, reducing operational expenses by optimizing IT procurement strategies and vendor contracts
- Directed software deployments, security patches, and release management to ensure system stability and compliance with DoD standards
- Provided high-level technical support to military and civilian VIP personnel, ensuring rapid resolution of critical IT issues
Information Technology Technician
Kira Technologies Inc.
Louisville, KY
12.2018 - 07.2019
- Installed, configured, and maintained network infrastructure, software, and hardware components to support business operations
- Diagnosed and resolved complex system and network issues, significantly reducing helpdesk ticket backlog and improving response times
- Created in-depth technical support documentation, troubleshooting guides, and user training materials
- Reduced downtime for critical systems by implementing efficient backup and recovery procedures.
- Configured and tested new software and hardware.
Senior Service Desk Analyst
Marsh & McLennan
Louisville, KY
05.2018 - 12.2018
- Provided desktop, laptop, and mobile device support, diagnosing and resolving hardware and network connectivity issues
- Utilized advanced troubleshooting scripts and methodologies to efficiently resolve user concerns and enhance system performance
- Assisted in the rollout of new IT policies and security measures to strengthen data protection
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
Deskside Support Technician
Wisdom Tree Inc.
Louisville, KY
10.2015 - 03.2018
- Provided technical assistance and troubleshooting support to military personnel and non-technical staff
- Collaborated with vendors to resolve hardware and software compatibility issues, ensuring system reliability
- Streamlined IT support processes, reducing incident response time and improving overall service efficiency
Education
High School Diploma -
Western High School
Louisville, KY 08.2001 - 05.2005
Skills
AUDS (Anti-UAV Defense System) Operations
undefinedSecurity Clearance
Top Secret
Certification
CompTIA Security+ (CE), 05/2025 - 05/2028
Nato Access
Secret
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Information Technology Technician
U.S. Army Futures Command Combat Capabilities Development Command (DEVCOM) C5ISR Center
10.2022 - Current
Help Desk Specialist
Alaka`ina Foundation, U.S. Army Futures Command Combat Capabilities Development Command C5ISR Center HQ
04.2021 - 10.2022
Information Technology Manager
22nd Century Technologies Inc., Army Test and Evaluation Command HQ
07.2019 - 04.2021
Information Technology Technician
Kira Technologies Inc.
12.2018 - 07.2019
Senior Service Desk Analyst
Marsh & McLennan
05.2018 - 12.2018
Deskside Support Technician
Wisdom Tree Inc.
10.2015 - 03.2018
High School Diploma -
Western High School
08.2001 - 05.2005
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