Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Elijah Watkins

Atlanta,Georgia

Summary

Authorized to work in the US for any employer Experienced Client Services Tech bringing 12 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Client Services Technician Tier 2

Defense Contract Audit Agency, DCAA
10.2019 - Current
  • In this position, I am responsible for providing IT operational support and maintenance for government employees and assests in the U.S Southern Region
  • Another one of my responsibilities in this role is working with other agency departments and vendors to ensure the customer has reliable access to the Network Resources, Accounts & Permissions, Software Access, and a dependable machine to work on
  • I’ve managed and facilitated several DoD agency level assets tech refresh projects; helping ,image, deploy, and replace several thousand machines
  • I have also facilitated smaller projects such as installing and replacing outdated Cisco networking equipment.
  • Another part of my duties here are assisting the Cybersecurity Team with patching and updates to maintain VPN accessibility, backups, and setting up network and port security
  • I would also travel to assist the new hire classes with onboarding new auditors and teaching them how to use the software
  • I've also assisted in the successful agency transition to Office 365 from Microsoft Office.
  • Lastly, I've conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Cyber Security Analyst

ICF
02.2018 - 10.2019
  • While working as a Network Analyst for ICF my duties were to monitor client networks for network security, status, and health in a 24 X 7 X 365 Network Operations Center SOC/NOC
  • Reviewing events and alerts in real time and taking appropriate response actions
  • Creating technically detailed reports based on network events and alerts
  • Analyzing and evaluating anomalous network and system activity
  • Assisting in troubleshooting and problem solving a wide variety of client issues.
  • And, Reviewing violations of computer security procedures and developed mitigation plans.

Deskside Support

Avineon
01.2017 - 03.2018
  • Working with the Defense Contract Auditing Agency (DCAA) I provided IT operational support and maintenance in order to ensure that every employee had reliable access to network resources, email systems, accounts, remote capabilities.
  • Another aspect of this position was to resolve trouble tickets with issues ranging from server configuration patches, part replacement, to PKI certificates validation.
  • Additionally, it was also my responsibility to escalate any issues to the appropriate teams or vendors.
  • (Contract acquired from Lintech Global.)

Desktop Support Technician

APEX Sys./Hewlett Packard Enterprises
12.2015 - 12.2016
  • My duties as a technician were to install and configure software and hardware to user specifications, migrate user profiles, and provide network connectivity to both NIPR and SIPR machines
  • I also worked with an escalation team to troubleshoot and resolve technical issues post-installation
  • This position was 100% travel and allowed me to work in places such as The Pentagon (Washington, D.C.), Naval Air Station (Corpus Christi, Tx.), Navy Yard (Washington, D.C.) and several other high visibility locations.

Network Communications Operator

United States Army
07.2012 - 01.2016
  • In this position my team and I constructed, maintained, and monitored military computer networks
  • Both, hardware and software
  • We maintained current COMSEC and PKI Encryption
  • Monitored the network and analyzed the traffic on the network
  • In this position I was also maintained accountability for over 1.4 million dollars worth of equipment, vehicles, security devices, satellites, and power generators., While serving in this position my team and I constructed, maintained, and monitored military computer networks
  • Both, hardware and software
  • We maintained current COMSEC and PKI Encryption
  • Monitored the network and analyzed the traffic on the network
  • In this position I was also maintained accountability for over 1.4 million dollars’ worth of equipment, vehicles, security devices, satellites, and power generators
  • Certifications and Licenses
  • Security

Education

Bachelor of Science - Network Operations And Security

Western Governors University
10.2026

Skills

  • Help Desk Ticketing Systems (7 years)
  • Microsoft Windows (12 years)
  • Software Troubleshooting
  • Endpoint Security
  • Network Monitoring/Support/Security
  • Microsoft Exchange
  • Communication skills
  • Customer Service
  • Virus Removal/Prevention/Detection
  • Imaging Machines
  • Remote Desktop
  • Familiar with hardware computer hardware and can diagnose hardware issues
  • Customer Satisfaction
  • Able to simplify complex ideas

Additional Information

  • ITIL V3 Certified CIW Site Development Associate Certified, Secret Clearance Top Secret Clearance

Certification

ITIL V3

Security+

A+

Network+

Currently Studying for CISSP

Timeline

Client Services Technician Tier 2

Defense Contract Audit Agency, DCAA
10.2019 - Current

Cyber Security Analyst

ICF
02.2018 - 10.2019

Deskside Support

Avineon
01.2017 - 03.2018

Desktop Support Technician

APEX Sys./Hewlett Packard Enterprises
12.2015 - 12.2016

Network Communications Operator

United States Army
07.2012 - 01.2016

Bachelor of Science - Network Operations And Security

Western Governors University

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Elijah Watkins