Everelle Garcia
North Augusta,SC
Summary
Well- rounded student, with over 6 years of troubleshooting experience. Committed to learning and providing world class customer service, self-directed and energetic with superior performance in both autonomous or collaborative environments. Skilled multitasker with superior work ethic and good teamwork, problem-solving and organizational skills. Reliable and dedicated team player with hardworking and resourceful approach.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Student
Western Governor's University
05.2023 - Current
- Working on obtaining several certifications such as A+ and Network+
Senior Systems Analyst
SAIC
11.2019 - 02.2023
- Delivered exceptional support to 4,000 locations, 90 nations worldwide, of than 2 million DoD users while in 24-hour global helpdesk and accessing tools such as ITSM, Jabber, VMware, Active Directory, CMIS, MS TEAMS, BMC Remedy, and Outlook.
- Provided remote assistance to DoD customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage or escalate user actions and requests to increase productivity and continuity.
- Reduced downtime for critical systems through proactive monitoring and timely troubleshooting.
- Trained junior personnel in troubleshooting during onboarding and through remedial education.
- Utilized Service Now, Bomgar BeyondTrust, and Active Directory to resolve various technical requests related to: Verifying, enabling and unlocking accounts in Active Directory, establishing Cisco AnyConnect VPN connection, Adobe DC, Outlook not loading, investigating network latencies, processing software installations, running system updates, evaluating system outages, performing necessary escalations to respective assigned groups, mapping network drives and printers.
Student
Community College of The Air Force
07.2018 - 10.2019
- Championed a growth mindset culture within classroom of 25+ students, inspiring all to embrace challenges and persevere through obstacles in pursuit of their academic goals.
- Mentored struggling students through personalized tutoring sessions, resulting in improved academic performance.
- Collaborated with colleagues to share best practices and improve overall teaching effectiveness in the department.
- Received letter of appreciation for outstanding performance and volunteering 60 hours in support of military graduations and other special ceremonies.
Systems Operator
Defense Health Agency
06.2017 - 06.2018
- Managed approximately 200 application systems initially as help desk specialist thousands of for military personnel and their dependents then later hired to be a Systems Operator at the same agency to serve military physicians and residents at Fort Sam military Hospital.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills in a high call volume environment of over 100 callers a day.
- Applied GUI coding to construct AHLTA accounts, reset user passwords and retrieve forgotten usernames.
- Accessed Remedy ticketing system, to input, search,
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
- Balanced competing priorities effectively while managing multiple tasks simultaneously within deadline-driven environments.
IT Technical Support Representative
Pearson VUE
03.2017 - 06.2017
- Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
- Maintained dozens of error code knowledge bases to provide informed recommendations and solutions for internal process improvements and external client consultations.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
- Established rapport with clients by providing exceptional communication during the resolution process.
Education
B.S. - Cybersecurity and Information Assurance
Western Governor's University
Millcreek, UT12.2025
A.A.S. - Aviation Maintenance Technology
Community College of The Air Force
Montgomery, AL02.2016
Skills
- Problem Solving and Critical Thinking
- Remote Support
- Documentation And Reporting
- End-user support
- Technical Troubleshooting
- Software Installation
- Security awareness
- Logging support tickets
- Fast Learner
- Positive Attitude
- Time Management
- Attention to Detail
Affiliations
- United States Air Force- Veteran
Certification
- Top Secret/SCI Clearance-Current
- DOE Q clearance
- HDI Certification 11/2019 to Present
- CompTia Security+ Exp 05/2025
- IAT II 8570 Baseline Certification
Languages
English
Spanish
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Student
Western Governor's University
05.2023 - Current
Senior Systems Analyst
SAIC
11.2019 - 02.2023
Student
Community College of The Air Force
07.2018 - 10.2019
Systems Operator
Defense Health Agency
06.2017 - 06.2018
IT Technical Support Representative
Pearson VUE
03.2017 - 06.2017
B.S. - Cybersecurity and Information Assurance
Western Governor's University
A.A.S. - Aviation Maintenance Technology
Community College of The Air Force
- Top Secret/SCI Clearance-Current
- DOE Q clearance
- HDI Certification 11/2019 to Present
- CompTia Security+ Exp 05/2025
- IAT II 8570 Baseline Certification
Recognition
AFRC Meritorious Service Medal with 1 Oak Leaf Cluster
National Defense Service Medal
U.S. Armed Forces Global War on Terrorism Medal
2018 Air Force Department Chair, Letter of Appreciation
2016 Air Force Personnel HQ, Letter of Recommendation
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