Summary
Overview
Work History
Education
Skills
Certification
ADDITIONAL INFORMATION
Timeline
Generic

Felicia Pagano

District Heights,MD

Summary

Disciplined and technically skilled I.T. professional with 10 years of experience as a Loan Servicing Analyst and military service as Help Desk Support Systems Specialist. Proven track record in technical support, systems analysis, and end-user training. Seeking an entry-level IT role to leverage experience with banking systems, networking, and customer service.

Overview

11
11
years of professional experience
1
1
Certification

Work History

I.T. Specialist Tier 1 Help Desk

U.S. Army Reserves (Part Time)
05.2025 - Current
  • Troubleshoot and resolve hardware, software, and network issues.
  • Log and track calls using a web-based ticketing system.
  • Access requests
  • Provide support to end-users for PCs, servers, mainframes, and web based applications.
  • Provided technical support, resolving issues for end-users swiftly and effectively.
  • Administered network security protocols, ensuring data integrity and protection against threats.
  • Developed documentation for systems procedures, improving knowledge sharing among team members.

Signal Support Systems Specialist (25U)

U.S. Army
08.2024 - 04.2025
  • - Delivered Tier 1 technical support for 100+ users, resolving hardware/software/network issues in both garrison and field settings.
  • - Installed and configured routers, switches, radios, and tactical communication systems, ensuring 99% uptime.
  • - Managed system user accounts using Active Directory and conducted routine system maintenance and patching.
  • - Trained and supervised junior personnel on radio and network equipment setup, safety procedures, and troubleshooting.
  • - Documented incidents using military-equivalent of ticketing systems, ensuring accurate records and efficient resolution tracking.

Loan Servicing Operations Analyst

[Multiple banks]
01.2015 - 01.2025
  • - Provided detailed analysis and processing of mortgage and loan data across multiple banking systems.
  • - Managed large data sets, ensured accuracy of loan records, and collaborated with internal departments for resolution of discrepancies.
  • - Delivered customer support and training to internal staff regarding loan systems and compliance requirements.
  • - Used systems such as MSP, Black Knight, FISERV, and custom banking tools to maintain accurate loan servicing records.
  • - Recognized for streamlining reporting processes and reducing manual errors.

Education

Communications & IT Systems Training

United States Army Signal School
Fort Gordon, GA
04.2025

Bachelor’s degree - Marketing

University of MD University College

Skills

  • - Networking: LAN/WAN, TCP/IP, DNS, DHCP, VPN, Switches & Routers
  • - Systems: Windows 10/11, Windows Server 2019, Active Directory, Linux (basic)
  • - Tools: Microsoft Office 365, Outlook, Remote Desktop, Ticketing Systems
  • - Hardware: Workstations, Radios, Tactical Communications Equipment
  • - Support: Tier 1 Help Desk, Technical Troubleshooting, System Maintenance

Certification

  • - CompTIA Security+
  • - Army IT Fundamentals / Cyber Awareness Training

ADDITIONAL INFORMATION

  • - Active Security Clearance
  • - Excellent teamwork, adaptability, and communication skills honed in high-pressure environments.

Timeline

I.T. Specialist Tier 1 Help Desk

U.S. Army Reserves (Part Time)
05.2025 - Current

Signal Support Systems Specialist (25U)

U.S. Army
08.2024 - 04.2025

Loan Servicing Operations Analyst

[Multiple banks]
01.2015 - 01.2025

Bachelor’s degree - Marketing

University of MD University College

Communications & IT Systems Training

United States Army Signal School

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Felicia Pagano