KEONI J. RIDDICK
Chesapeake,Virginia
Summary
IT Support and Service Desk professional with experience supporting enterprise users, Microsoft 365 environments, Windows systems, user accounts, hardware, software, and network connectivity. Skilled in incident triage, service request management, troubleshooting, account administration, Active Directory, Outlook, PowerShell, Remote Desktop, PKI, and secure enterprise environments. Experienced in documenting technical issues, prioritizing requests, escalating complex incidents, and collaborating across IT teams to deliver timely resolutions. Strong customer service and communication skills with an active SECRET security clearance and CompTIA Security+ certification.
Overview
1
1
Certification
8
8
years of post-secondary education
5
5
years of professional experience
Work History
Service Request Management Technician Tier 2/3
Leidos
Norfolk, VA
11.2025 - Current
- Manage and coordinate IT service requests in an enterprise service management environment, ensuring accurate documentation, prioritization, tracking, and resolution.
- Review incoming requests, perform triage, identify required actions, and coordinate fulfillment or escalation to appropriate technical teams.
- Provide status updates to users and support teams while resolving routine service requests and maintaining accurate documentation.
- Create and update computer objects, functional accounts, and mailboxes within Microsoft Active Directory.
- Reactivate and deactivate user accounts, including coordinating the transfer of associated mailbox and user data.
- Manage access to network share folders through the addition and removal of authorized share administrators.
- Process VIP and EVIP account requests, including mailbox transfers, profile updates, and storage changes.
- Coordinate field service activities and technician scheduling to ensure timely completion of technical requests.
- Respond to customer inquiries regarding service requests through telephone and email while providing clear technical guidance and status updates.
- Resolve hardware and software issues received through customer contacts and proactive notification systems.
- Validate request details, identify issues requiring further technical review, and coordinate escalation to appropriate internal teams.
- Partner with NNWC Cloud Operations and NMCI Tier 3 Scan-To-File teams to support workflow processing, troubleshooting, and service request resolution.
- Utilize the Nautilus Helix platform for service request tracking, data validation, and operational support within the enterprise environment.
- Maintain detailed records and documentation to support service tracking, compliance, reporting, and process improvement.
IT Service Desk Analyst
SAIC
Norfolk, VA
09.2024 - 10.2025
- Provided front-line technical support to end users supporting the Navy’s Service Management, Integration and Transport (SMIT) program at Norfolk Naval Base.
- Troubleshot network connectivity, hardware, software, workstation, and end-user account issues to restore functionality and minimize service disruptions.
- Performed initial troubleshooting and utilized established procedures and troubleshooting scripts to resolve known system, software, and account issues.
- Supported NIPR, NNPI, and SIPR environments while maintaining secure and reliable communications for Navy operations.
- Managed NMCI workstations and multifunctional devices, including system troubleshooting, updates, and maintenance.
- Created and managed user accounts and computer objects within Microsoft Active Directory.
- Established and maintained Group Policy configurations to support enterprise workstation and user requirements.
- Supported Microsoft Outlook and enterprise email environments, including PKI-based email encryption and digital signatures.
- Managed encrypted connections and performed secure system troubleshooting in accordance with DoD requirements.
- Utilized Remote Desktop Connection to remotely troubleshoot and support user systems.
- Used PowerShell, ADAEO, and MultiTool to perform troubleshooting, system administration, and support activities.
- Maintained system updates, documentation, and compliance with established DoD procedures and security requirements.
- Resolved complex technical problems through defined escalation processes and coordination with appropriate support teams.
- Tested software, prepared test reports, and demonstrated successful operation of developed solutions.
- Communicated technical information clearly to users and provided guidance to improve system functionality and user experience.
Learning Center Project Manager
Little Stars Learning Center
Portsmouth, Virginia
05.2021 - 07.2024
- Managed and coordinated learning center projects, ensuring successful execution of project objectives, timelines, and operational requirements.
- Developed project plans, tracked milestones, maintained documentation, and provided status updates to leadership and stakeholders.
- Coordinated cross-functional teams, schedules, resources, and daily operations to support program delivery and continuous improvement initiatives.
- Supported implementation and maintenance of training programs, processes, and workflow improvements to enhance user experience and operational efficiency.
- Monitored project progress, identified risks, resolved issues, and implemented solutions to maintain project alignment with organizational goals.
- Maintained accurate records, reports, and project documentation while ensuring compliance with established procedures and requirements.
- Collaborated with internal teams and external partners to improve communication, streamline processes, and support successful project outcomes.
- Utilized project management, analytical, and technical problem-solving skills to support educational technology initiatives and operational success.
Education
Bachelors - Computer Science
Norfolk State University
Norfolk, Virginia 08.2018 - 08.2026
High School -
Western Branch High School
Chesapeake, VirginiaSkills
- IT Support & Service Desk
- Incident & Service Request Management
- Active Directory & Group Policy
- Microsoft Office 365 & Outlook
- Windows Troubleshooting
- Network Troubleshooting
- Hardware & Software Support
- Remote Desktop & PowerShell
- User Account & Access Administration
- Project Management & Coordination
- NIPR / NNPI / SIPR / NMCI / NAUTILUS
- PKI & Secure Email
- C & Python
Security Clearance
SECRET, 06/28/24
Certification
- CompTIA Security Plus
- Microsoft Azure Fundamental AZ-900(in process)
References
Norfolk State University, computer science department, 700 Park Ave, Norfolk, VA, 23504, (757)823-9454
Timeline
Service Request Management Technician Tier 2/3
Leidos
11.2025 - Current
IT Service Desk Analyst
SAIC
09.2024 - 10.2025
Learning Center Project Manager
Little Stars Learning Center
05.2021 - 07.2024
Bachelors - Computer Science
Norfolk State University
08.2018 - 08.2026
High School -
Western Branch High School