Jennifer Collins
United States Space Force
1
Language
1
Certification
19
years of professional experience
Results-driven IT Operations and Incident Management professional with expertise in enterprise IT operations and service delivery. Proven ability to lead cross-functional teams, manage technical incidents, coordinate issue resolution, and minimize service disruptions. Skilled in IT service management, stakeholder communication, and process improvement, supporting large-scale environments with thousands of users and devices.
Work History
IT Operations Manager
6 Years 5 Months- Lead 22 IT professionals across four functional areas, overseeing technology operations and service delivery across a large enterprise environment.
- Direct prioritization, escalation, and resolution of complex IT issues, coordinating teams to restore services quickly and minimize operational disruption.
- Drive process improvements and resource management to improve service reliability, response effectiveness, and business continuity.
IT Support Operations Manager
2 Years 3 Months- Supported approximately 6,000 users and 12,000 devices, maintaining service availability across a large-scale technology environment.
- Managed service requests and incidents through BMC Remedy, ensuring accurate tracking, prioritization, and timely resolution.
- Coordinated system maintenance, software updates, and configuration changes while maintaining security and operational standards.
IT Systems Administrator /Site Supervisor
10 Years 8 Months- Progressed through IT support, systems administration, and supervisory roles supporting environments with up to 22,000 users and 12,000+ devices across multiple locations.
- Provided technical support for Windows, Active Directory, network systems, VPN, VoIP, and enterprise hardware, resolving complex technical issues and restoring functionality.
- Supported executive technology operations and large-scale VoIP and video conferencing systems, ensuring reliable communications for high-priority business activities.
Education
Bachelor of Science - Computer Networks And Cybersecurity
A.A.S. Information Systems Management
Skills
Incident response
IT Service Management (ITSM)
Technical Operations
Incident Escalation
Service Restoration
Cross-Functional Coordination
Stakeholder Communication
Process Improvement
IT Infrastructure Management
Change Management
Certification
CompTIA Advanced Security Practitioner (CASP)
Languages
Spanish
Native or Bilingual
SECURITY CLEARANCE
TS/SCI (DCID 1/14 Eligible)
Timeline
IT Operations Manager
United States Space Force
03.2020 - CurrentRead More
IT Support Operations Manager
United States Air Force
12.2017 - 03.2020Read More
IT Systems Administrator /Site Supervisor
Unites States Air Force
04.2007 - 12.2017Read More
Community College of the Air Force
A.A.S. Information Systems Management
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University of Maryland Global Campus
Bachelor of Science from Computer Networks And Cybersecurity
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