Geremy Boyd
Clinton,MD
Summary
IT Network Infrastructure with 3+ years of experience supporting enterprise IT operations, incident response, and user management across environments supporting 500+ users. Experienced in Tier 2 support, issue triage, cross-team coordination, and enterprise troubleshooting within mission-critical federal environments. Proven ability to manage high-priority incidents, coordinate engineering teams, and ensure timely resolution of technical issues while maintaining accurate documentation and operational processes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
EOC Analyst – Team Lead
SAIC
Washington, DC
03.2025 - Current
- Supported enterprise IT operations and incident management for Department of Transportation infrastructure, ensuring reliable service for thousands of users across multiple federal agencies.
- Coordinate major incident bridge calls involving 5–10 engineering teams and vendors, facilitating rapid restoration of enterprise services.
- Manage high-priority incidents through ServiceNow, ensuring accurate documentation, escalation, and resolution tracking.
- Provide technical triage and issue classification, routing incidents to appropriate engineering teams.
- Deliver real-time operational updates and executive communications during infrastructure incidents.
- Produced Root Cause Analysis (RCA) reports that documented incident timelines and outlined effective remediation strategies.
- Facilitated cross-functional teams by identifying technical blockers and coordinating timely solutions.
System Administrator
Police Federal Credit Union
Upper Marlboro, MD
09.2022 - 03.2025
- Provided Tier 2/3 enterprise support for 500+ employees across hybrid Active Directory and Microsoft 365 environments.
- Administered Active Directory user accounts, permissions, and security groups, ensuring secure access controls for enterprise environment.
- Supported Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive for the enterprise environment.
- Resolved 30–50 technical incidents weekly, improving user productivity through effective resolution of workstation, authentication, application, and network connectivity issues.
- Troubleshot VPN connectivity and Azure VM access issues for remote users, ensuring seamless access across multiple locations.
- Diagnosed and resolved printer connectivity, shared folder access, and workstation configuration issues.
- Performed workstation imaging and deployment for dozens of enterprise laptops and desktops annually.
- Automated administrative tasks using PowerShell, streamlining routine operations and minimizing manual support time.
- Developed technical documentation and knowledge base articles, streamlining troubleshooting processes for IT team.
Education
Bachelor of Science - Network Infrastructure
Bowie State University
Bowie, MD12-2023
Skills
Project & Operations Support:
Incident Coordination, Change Tracking, Issue Triage, Technical Documentation
Service Management Platforms:
ServiceNow, Incident Management, Request Tracking
Identity & Access Management:
Active Directory, Entra ID, User Provisioning, Access Control
Operating Systems:
Windows 10/11, Microsoft 365
Networking:
TCP/IP, DNS, DHCP, VPN Troubleshooting
Automation:
PowerShell, Azure CLI
Websites
Security Clearance
Public Trust (Active)
Certification
• Microsoft Azure Fundamentals, AZ-900
• Microsoft Azure Administrator Associate, AZ-104
• SCRUM, 05/02/26
• Microsoft Azure Administrator Associate, AZ-104
• SCRUM, 05/02/26
Technical Project
Azure Cloud Network Implementation, Built hub-and-spoke Azure network architecture using CLI., Configured VNets, subnets, NSGs, route tables, Azure Firewall, and VPN gateway., Simulated enterprise infrastructure deployment and troubleshooting scenarios including network security and access control configuration.
Core Technical Skills
Active Directory, Entra ID, User Provisioning, Access Control, Security Groups, MFA, Windows 10/11, Microsoft 365, macOS (basic support), TCP/IP, DNS, DHCP, VPN Troubleshooting, Network Connectivity Diagnostics, Workstation Troubleshooting, Hardware/Software Support, Shared Folder Administration, Printer Troubleshooting, Laptop/Desktop Imaging, System Upgrades, Hardware Diagnostics, iPhone/iPad Configuration, ServiceNow, Incident Management, Root Cause Analysis (RCA), PowerShell, Azure CLI
Timeline
EOC Analyst – Team Lead
SAIC
03.2025 - Current
System Administrator
Police Federal Credit Union
09.2022 - 03.2025
Bachelor of Science - Network Infrastructure
Bowie State University