Dontrese Gallion
Washington,DC
Summary
Motivated cybersecurity professional with experience supporting enterprise users, troubleshooting technical issues, managing user access, and maintaining critical IT infrastructure. Skilled in Active Directory, Microsoft 365, ticket management, system administration, and data center operations. Strong understanding of cybersecurity principles including access control, incident response, vulnerability management, network security, and threat detection. Proven ability to investigate technical issues, document incidents, and collaborate across teams in fast-paced environments. CompTIA A+ and ITIL 4 certified with a passion for security operations and continuous learning.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Audley Consulting Group
Rockville, MD
10.2023 - Current
- Monitored, triaged, and resolved Tier 1 and Tier 2 technical incidents, including user access issues, authentication failures, and system alerts across enterprise environments.
- Investigated account activity using Active Directory and Microsoft 365, identifying potential unauthorized access attempts, lockouts, and permission anomalies.
- Supported incident response workflows by documenting, categorizing, and escalating security-related events to appropriate IT and cybersecurity teams.
- Performed user identity verification, account provisioning, and privilege management, enforcing least-privilege access controls and security policies.
- Analyzed support tickets for recurring patterns that could indicate system misconfigurations, access vulnerabilities, or potential security threats.
- Maintained detailed incident documentation in ticketing systems (ServiceNow or equivalent), ensuring audit readiness and traceability of security-related events.
- Assisted in responding to system outages and service disruptions by performing initial diagnostics, log review, and escalation procedures.
- Applied troubleshooting techniques across Windows environments, networking issues (DNS, DHCP, VPN), and endpoint security tools.
- Followed IT security best practices including confidentiality, data protection, and compliance with organizational security standards
Help Desk Analyst
Peraton
Washington, DC
10.2022 - 12.2023
- Investigate and resolve technical issues involving user accounts, Microsoft 365 applications, workstation access, and enterprise systems.
- Administer Active Directory accounts by performing password resets, account unlocks, user provisioning, and permission management.
- Analyze support requests and troubleshoot system-related incidents while maintaining compliance with organizational security policies.
- Document incident details, remediation steps, and resolution outcomes within ticketing systems to support audit readiness and knowledge management.
- Escalate security-related events, suspicious activity, and complex technical issues to appropriate teams for further investigation.
- Support end users in a fast-paced enterprise environment while ensuring confidentiality, integrity, and availability of organizational systems.
- Maintain high levels of customer satisfaction through effective communication, problem-solving, and timely issue resolution.
Data Center Technician
Amazon AWS
Manassas, VA
08.2022 - 01.2023
- Installed, configured, and maintained server, storage, networking, and power infrastructure supporting cloud operations.
- Diagnosed hardware failures, network connectivity issues, and equipment malfunctions to ensure maximum system availability.
- Performed asset tracking, equipment inventory management, and documentation of operational activities.
- Supported infrastructure readiness testing and deployment activities in accordance with security and operational standards.
- Assisted senior technicians during critical incidents and service outages to restore operations and minimize downtime.
- Utilized ticket management systems to track incidents, document corrective actions, and communicate status updates.
- Followed strict physical security, change management, and operational compliance procedures within a highly secure environment.
Service Agent
American Red Cross
Washington, DC
06.2021 - 12.2021
- Delivered Tier 1 customer support to internal and external stakeholders while maintaining data confidentiality and professionalism.
- Verified customer information and handled sensitive records in accordance with organizational policies and procedures.
- Investigated customer concerns, documented interactions, and resolved issues through effective troubleshooting and communication.
- Managed high call volumes while maintaining service quality standards and customer satisfaction metrics.
- Maintained accurate system records and assisted users with navigation of organizational platforms and services.
Administrative Assistant
Monk Law Office
Upper Marlboro, MD
11.2019 - 03.2020
- Managed confidential client records and maintained sensitive documentation in accordance with legal and privacy requirements.
- Supported daily office operations through record management, document preparation, scheduling, and client communications.
- Ensured accuracy and integrity of information through detailed review and documentation processes.
Education
Bachelor of Science -
Trinity Washington University
Washington, DC05.2020
Skills
- Security Monitoring
- Incident Response
- Threat Detection
- Access Control
- Vulnerability Management
- Risk Assessment
- Security Awareness
- Security Documentation
- Active Directory
- Azure Active Directory
- Microsoft 365
- Windows 10/11
- Windows Server Fundamentals
- User Provisioning
- Account Administration
- Group Policy Fundamentals
Security Operations
Systems Administration
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Routing & Switching Fundamentals
- Network Troubleshooting
- ServiceNow
- Ticketing Systems
- Microsoft Office Suite
- AWS Data Center Infrastructure
- Remote Support Tools
- Root Cause Analysis
- Incident Documentation
- Problem Resolution
- Hardware & Software Troubleshooting
- End User Support
Tools & Platforms
Technical Support
Certification
- CompTIA A+
- ITIL 4 Foundation
- Microsoft Office Suite Certification
- Certified Medical Office Assistant
- Microsoft SC-900 Security, Compliance, and Identity Fundamentals
Planned Certifications
- CompTIA Security+ (In Progress)
Timeline
Help Desk Analyst
Audley Consulting Group
10.2023 - Current
Help Desk Analyst
Peraton
10.2022 - 12.2023
Data Center Technician
Amazon AWS
08.2022 - 01.2023
Service Agent
American Red Cross
06.2021 - 12.2021
Administrative Assistant
Monk Law Office
11.2019 - 03.2020
Bachelor of Science -
Trinity Washington University