Donald McIntyre
Suitland,USA
Summary
Experienced and competent IT professional with a strong background in various IT support roles. Successfully managed identity and security access for the Department of Logistics (DOD), which consisted of 20,000 users within the DLA Department. Provided exceptional technical support at a Tier 2 level, resolving 97.2% of issues without escalation to Tier 3 support. Previous roles include Tier 2 Desktop Team Lead, providing technical support to DLA enterprise organizations, handling relationship management, and user training. Known for a value-driven approach and results-oriented mindset, I have a proven track record of leading cross-functional teams and delivering expertise and guidance to different DLA departments. With strong problem-solving skills and professionalism, I excel in identifying client needs and promptly finding effective solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Identity Access Management (Trusted Agent)
Identity Access Management (DOD)
10.2023 - Current
- Company Overview: Nationwide I.T
- Services (Fort Belvoir)
- Responsible for auditing [checking for accuracy, proper approvals/authorizations] of IAM-type requests processed via E-Request, ServiceNow, Support Central, and requirements derived from projects and Internal/External Audit requests
- Administers the periodic NERC access recertification, the periodic SOC access recertification, and the annual role recertification
- Establish and maintain certificate distribution for NIPR and SIPR tokens that require revocation, PIN resets, or Updates.
- Resolves custom Smart Cards-related issues and supports the CAC/PKI in the DOD environment
- Manage DLA (DOD) internal provisioning system, handling requests for network accounts, applications, and resource access.
- Ensuring strict compliance with all prerequisites, approvals, and requirements before provisioning access
- Adheres to internal policies governing the de-provisioning of access and the secure transmission of confidential data
- Provide Tier 2 and 3 support for on-boarding and off-boarding activities and account access issues
- Work with internal customers, business analysts, and various teams to understand access requirements
- They are enforcing DLA policies and procedures related to Identity and access management
- Work with Cyber Defense and other groups as needed, monitoring user compliance with internal and external regulations
- Manage/ Authorize user authentication and data access authorization in the creation of NIPR and /or SIPR PKI tokens
- She manages the creation and deletion of network accounts, applications, and resources for a workforce of over 12,000 DLA employees, contractors, and external partners
- Nationwide I.T
- Services (Fort Belvoir)
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
I.T. Desktop Support – Tier 2 (DOD)
TekSynap /Creek Technologies
02.2022 - 10.2023
- Company Overview: Fort Belvoir, VA
- Through desktop support services, they provided Tier 2 I.T
- Support to non-technical internal users
- Resolve technical issues across multiple systems and applications for customers and end-users across different time- -zones.
- Configure and deploy computers and mobile devices according to internal DOD policies on standardized software and security deployments
- Set up and maintain user accounts and client access in Air-Watch, Purebred, and Active Directory.
- Support iOS-based mobile devices, Including typical mobile-based applications such as email, Mircosoft365, and authentication applications
- Resolve customer issues using automated remote-control software or other remote tools where possible
- Provide end-user account administration services (add/change/remove)
- Support, maintain, and service up to 12,000 mobile users as part of the DISA (DLA) DOD Team
- Use the ServiceNow ticketing system to work on and track customers’ requests for service and trouble incident tickets, which are managed in one or more associated Mobile queues
- Fort Belvoir, VA
- Provided expert guidance to junior team members, fostering an environment of continuous learning and improvement.
- Contributed to the development of knowledge base articles, enhancing the availability of self-service resources for endusers.
- Reduced downtime for clients by providing prompt and efficient Tier 2 support for software and hardware-related issues.
- Facilitated smooth transitions during software upgrades by providing thorough documentation and training to endusers.
Security Guard, Alarm Monitor, Access Control Specialist (DOD)
ALUTIIQ, LCC/ WHITE HAWK
04.2020 - 02.2022
- Company Overview: Fort Meade, MD
- Operated and maintained over 250+ surveillance equipment, watched live and recorded video surveillance footage, reported incidents or suspicious behavior, and contacted the authorities when necessary
- Identify visitors who have appointments, issue visitors’ I.D
- Badges, and record the details of the badge issue
- If required, provide security escort to non-cleared personnel to the assigned area in compliance with the access control policy
- Complete any pre-access control security screening of incoming visitors and employees, such as using wands, X-ray machines, and other screening equipment
- Secures premises and personnel by patrolling property, prevents losses and damage by reporting irregularities, restricting prohibited items, and informing violators of policy and procedures; restrains trespassers
- Report safety concerns, security breaches, and unusual circumstances both verbally and in writing
- Fort Meade, MD
Security Manager, Special Police Officer
EMBASSY SUITES AT HILTON
07.2017 - 04.2021
- Company Overview: Washington, D.C
- Took charge of the overall monitoring and patrol for hotel floors with over 350 rooms and 1000 guests during the peak season, conducting preliminary investigations, completing reports with recorded observations, information, occurrences, and surveillance activities: interviewing witnesses (employees and guests) and obtaining signatures
- Assume overall responsibility for the safety and security of designated areas, guests, and employees via cameras while constantly monitoring and patrolling through hotel floors.
- He responded to safety hazards, fires, medical emergencies, and threats to life and properties.
- Washington, D.C
- Maintained detailed records of security incidents, enabling proper analysis for future preventative measures.
- Enhanced overall security by conducting comprehensive risk assessments and implementing tailored security plans.
Education
Continued Education - Business Management
BOWIE STATE UNIVERSITY
Bowie, Maryland12.2024
Associate of Arts Degree - Business Management/Marketing
PRINCE GEORGES COMMUNITY COLLEGE
Largo, Maryland05.1995
Skills
- CompTIA Security CE
- CCTV Surveillance
- AirWatch/Purebred
- Project Management
- Help Desk Specialist
- ServiceNow Ticketing
- Customer Relations
- Software/Troubleshooting
- Background Investigations
- Windows 10,11
- Alarm Monitoring
- Network Support
- Active Directory
- Citrix
- Microsoft Office
Certification
- CompTIA Security + CE, 12/01/26
- IAT II DOD 8570, 02/01/22
- M.D. Guard License, 04/01/20
- Top Secret DOD Clearance
- (DOD) DLA Air Watch Certification, 03/01/22
- Cyber-Awareness Certificate, 02/01/24
- Windows Operating System, 02/01/22
- PII Training Certificate, 02/01/24
- DISS, 03/01/21
Otherrelevantskills
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Adept at queries, report writing, and presenting findings.
- Assesses project performance to identify success factors and incorporates best practices into work.
- Strives to keep job knowledge up to date through self-directed study and other means of learning.
- Excellent written and oral communication skills: Comfortable communicating with staff at all levels and presenting information to groups of staff as needed.
- Highest standards of integrity: Comfortable working with confidential data. Able to act with tact and diplomacy.
- Proactive and solutions-orientated: Works effectively on his initiative. Seeks ways to improve and enhance services to the highest possible quality.
- Ability to develop and maintain effective partnerships and work effectively within teams.
- Excellent MS Office skills, including Excel, Outlook, PowerPoint, and Word.
Area Of Expertise
- CompTIA Security + CE
- CCTV Surveillance
- AirWatch/Purebred
- Project Management
- Help Desk Specialist
- ServiceNow Ticketing
- Customer Relations
- Software/Troubleshooting
- Background Investigations
- Windows 10,11
- Alarm Monitoring
- Network Support
- Active Directory
- Citrix
- Microsoft Office
Timeline
Identity Access Management (Trusted Agent)
Identity Access Management (DOD)
10.2023 - Current
I.T. Desktop Support – Tier 2 (DOD)
TekSynap /Creek Technologies
02.2022 - 10.2023
Security Guard, Alarm Monitor, Access Control Specialist (DOD)
ALUTIIQ, LCC/ WHITE HAWK
04.2020 - 02.2022
Security Manager, Special Police Officer
EMBASSY SUITES AT HILTON
07.2017 - 04.2021
Continued Education - Business Management
BOWIE STATE UNIVERSITY
Associate of Arts Degree - Business Management/Marketing
PRINCE GEORGES COMMUNITY COLLEGE
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