Loce Hill
White Plains,MD
Summary
Results-driven IT and security professional with over three years of federal contracting experience and a Top Secret/SCI Clearance. Expertise in delivering comprehensive IT and security support to government personnel in classified environments, with strong proficiency in troubleshooting user access, system connectivity, and credentialing challenges. CompTIA Security+ certified, demonstrating a solid understanding of security compliance standards, including NIST and DoD. Recognized for exceptional interpersonal, problem-solving, and customer service skills, effectively providing remote technical support to users across diverse geographical locations in fast-paced settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
Atollo Technology Solutions
11.2025 - Current
- Resolved technical issues for end-users across various platforms and applications.
- Oversaw quality assurance processes to ensure adherence to DoD standards and regulations.
- Provided timely support via phone, email, and chat to enhance user satisfaction.
- Documented troubleshooting steps and solutions in knowledge management system for future reference.
- Collaborated with IT teams to implement software updates and system patches efficiently.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Track materials and inventory to recipients and report any issues
Diplomatic Security Assistant
U.S. Department of State
03.2021 - 11.2025
- Deliver technical and administrative support under strict security protocols in support of U.S. diplomatic operations.
- Assist users with account setup, password resets, VPN access, and secure system logins.
- Document all incidents, troubleshooting steps, and resolutions in accordance with federal and contractor requirements.
- Collaborate with security and IT personnel to ensure compliance with cybersecurity guidelines and proper incident reporting.
- Provide remote IT support via phone, email, and secure platforms to staff across domestic and international posts.
- Contribute to mission readiness by ensuring IT systems remain secure, accessible, and functional in high-priority operations.
- Collaborated with law enforcement agencies to coordinate safety measures during high-profile events and diplomatic visits.
- Analyzed threat assessments and risk factors, contributing to development of strategic security initiatives.
- Monitored security systems, ensuring compliance with protocols and safeguarding sensitive information.
Lead Teacher
Sheppard Pratt
01.2019 - 03.2021
- Designed and implemented engaging lesson plans tailored to diverse learning styles.
- Mentored and trained junior teachers in classroom management techniques and instructional strategies.
- Collaborated with parents and staff to enhance student learning experiences through effective communication.
- Evaluated student progress using assessments, providing feedback to drive academic growth.
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Worked one-on-one with students and student teachers to increase overall classroom success.
Education
Bachelor of Science - Criminal Justice
Allen University
Columbia, SC05-2019
Skills
- Customer Service
- Ticketing systems
- Remote troubleshooting
- Teams
- MS Office Suite
- Account administration
- Security standards
- Outlook
- DOD contract experience
- Emergency preparedness
- Access control management
- Tracking document flow
- Identification verification
- CompTIA security certification
- Document classification
- Electronic records management
Certification
- CompTIA Security+, 2026
- Active Top Secret/SCI Clearance, 2028
Timeline
Help Desk Support Specialist
Atollo Technology Solutions
11.2025 - Current
Diplomatic Security Assistant
U.S. Department of State
03.2021 - 11.2025
Lead Teacher
Sheppard Pratt
01.2019 - 03.2021
Bachelor of Science - Criminal Justice
Allen University