MAKIA WATSON
Triangle,US
Summary
System Administrator/ IT Operations professional with experience supporting enterprise Windows environments, ServiceNow-based ITSM operations, and secure DoD systems. Proven ability to troubleshoot complex issues, maintain system availability, and operate effectively in 24x7 mission-critical environments. Active Secret clearance and CompTIA Security + CE certified.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Specialist Mid
Leidos
04.2026 - Current
- Directed enterprise user lifecycle management for classified and unclassified environments, facilitating NIPRNet and SIPRNet account provisioning, deprovisioning, access modifications, and account maintenance.
- Managed client onboarding processes, ensuring seamless integration of solutions into existing workflows.
- Performed Identity and Access Management (IAM) functions utilizing Active Directory, security groups, role-based access controls (RBAC), and privileged account administration.
- Supported Microsoft 365 administration, including user provisioning, licensing, mailbox management, distribution groups, and access permissions.
- Processed Public Key Infrastructure (PKI) token requests, certificate management, and authentication troubleshooting for secure network access.
- Collaborated with cybersecurity, network operations, and system administration teams to troubleshoot access-related incidents and maintain operational readiness.
- Performed user account updates, legal name changes, profile modifications, and directory synchronization activities across enterprise systems.
- Processed and validated System Authorization Access Request (SAAR) forms to provision, modify, and terminate user access across NIPRNet, SIPRNet, and enterprise information systems.
Helpdesk Technician III
GDIT
02.2026 - 04.2026
- Administered and supported windows server environments in a 24x7 IT operations environments
- Supported virtualized environments and enterprise IT infrastructure, ensuring compliance with operational and security standards
- Executed standard operating procedures (SOPS) for system maintenance, patching, and issue resolution
- Delivered technical support to end users, resolving issues related to operating systems, applications, and hardware
- Provided support for network connectivity, routing, and troubleshooting in enterprise environments
- Applied DoD cybersecurity policies and security best practices to daily IT operations
- Provided system administration support for windows server and linux systems, performing configuration, access control, patch management, performance monitoring, and issue resolution to ensure system availability and security
Defense Acquisition Service Desk Specialist
CGI Federal
02.2025 - 01.2026
- Monitored user feedback to enhance service delivery and adapt to changing needs within the defense acquisition environment.
- Contributed to the creation of a user-friendly knowledge base, allowing users to self-service and reduce dependency on direct support.
- Analyzed service desk metrics to identify trends and areas for improvement, resulting in a 20% increase in first-contact resolution rates.
- Implemented process improvements that reduced average resolution time by 15%, contributing to overall service desk performance.
- Collaborated with cross-functional teams to address complex technical challenges, fostering a unified approach to problem-solving.
- Managed ticketing system to track and prioritize service requests, enhancing response times and customer satisfaction.
- Provided exceptional customer support by troubleshooting hardware and software issues, ensuring timely resolution for defense acquisition programs.
- Lead the design, integration, and deployment of Robotic Process Automation (RPA) solutions for key government functions.
- Collaborate with cross-functional teams to streamline operations and enhance overall efficiency in military procurement and contracting.
- Ensure compliance with DoD IT security standards and guidelines while integrating new technologies.
IT Specialist - Sergeant
U.S. Army
07.2023 - 04.2025
- Developed and customized ServiceNow applications to streamline IT service management processes.
- Installed, configured, and maintained IT systems supporting over 100 military personnel and operational tasks in a high-security environment.
- Led troubleshooting efforts for network and system issues, reducing downtime by 30% and ensuring seamless communication during critical missions.
- Conducted training for junior IT personnel, fostering technical growth and preparing them for diverse IT challenges.
- Maintained active DoD SECRET clearance, ensuring the protection of classified and sensitive military data.
- Supervised the execution of routine system updates and cybersecurity patches, ensuring compliance with DoD policies.
IT Specialist - Sergeant
U.S. Army
07.2020 - 07.2023
- Led local and remote Tier 3 IT support for military personnel, diagnosing and resolving hardware and software issues in a timely manner.
- Managed IT systems, ensuring updates and patches were deployed regularly to mitigate security risks.
- Promoted to Sergeant for demonstrating exceptional leadership and expertise in IT operations.
- Trained and mentored junior helpdesk staff, enhancing team knowledge and customer service skills.
- Utilized remote desktop tools to assist users in real-time, significantly reducing downtime and enhancing support delivery.
- Analyzed support metrics to identify trends and areas for improvement, contributing to a 20% reduction in repeat issues.
- Coordinated and provided guidance to a team of junior IT personnel, enhancing team cohesion and performance.
IT Specialist - Deployment
U.S. Army
01.2021 - 01.2022
- Provided vital IT support during a combat deployment, ensuring continuous operations for front-line units.
- Administered and secured network infrastructure, including troubleshooting and optimizing hardware and software for remote operations.
- Responded to and resolved over 100 support tickets, focusing on high-priority incidents to maintain mission readiness.
- Monitored and safeguarded communication channels, providing on-the-ground solutions in rapidly changing environments.
- Developed and implemented comprehensive security protocols to safeguard sensitive information against cyber threats.
- Monitored network traffic and identified vulnerabilities, reducing potential security breaches by 30%.
- Conducted vulnerability scanning and remediation efforts, resulting in improved security ratings for the organization.
Education
Associate of Science - Computer Science
Laurel Ridge Community College
12-2026
Skills
- Network and System Troubleshooting
- Cybersecurity Protocol Development
- IT System Configuration
- Government IT Protocols (DoD)
- Disaster Recovery & Data Integrity
- Project Coordination & Execution
- Ticketing Systems & IT Operations
- Customer service
- Troubleshooting
- Information security
Certification
- Secret clearance
- CompTIA Security+
- DoD Cybersecurity Certification (if applicable)
Timeline
IT Specialist Mid
Leidos
04.2026 - Current
Helpdesk Technician III
GDIT
02.2026 - 04.2026
Defense Acquisition Service Desk Specialist
CGI Federal
02.2025 - 01.2026
IT Specialist - Sergeant
U.S. Army
07.2023 - 04.2025
IT Specialist - Deployment
U.S. Army
01.2021 - 01.2022
IT Specialist - Sergeant
U.S. Army
07.2020 - 07.2023
Associate of Science - Computer Science
Laurel Ridge Community College