Mariah Adams
Summary
Resourceful and results-oriented IT professional with superior problem-solving and critical thinking skills, as well as meticulous attention to detail. Over 6 years of IT industry experience between civilian and government/federal agencies in support and management roles. Knowledgeable of the DOD 8510.01 - Department of Defense Information Assurance Certification and Accreditation Process (DIACAP) and NIST Risk Management Framework (RMF; SP 800-37). Proficient in various Information Assurance tools and application’s such as Gold Disk, Retina, E-Mass, and SCAP.
Knowledge of evaluating security vulnerabilities and mitigation strategies for networked and non-networked systems.
Experience with evaluation of various Information Security principles, DoD STIGs, and C&A processes for systems. Active Secret clearance.
Overview
7
7
years of professional experience
Work History
Information Technology Analyst Tier 2
General Dynamics Information Technology Inc
12.2023 - Current
- Collaborated with cross-functional teams to develop innovative IT strategies and drive customer satisfaction ratings.
- Optimized software performance through regular maintenance, updates, and debugging.
- Reduced downtime and resolved technical issues swiftly through proactive monitoring and troubleshooting.
- Created detailed documentation of system specifications, user guides, and best practices for easy reference by team members.
- Managed large-scale IT projects from inception to completion, delivering results on time and within budget constraints.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Provided troubleshooting efforts for network, application and VPN issues for over 4,000 supported employees
Service Desk Manager
National Guard Bureau
04.2022 - 11.2023
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Initiated weekly audits of incident tickets to identify recurring issues warranting root cause analysis.
- Developed a high-performing team of 37 by providing coaching, mentoring, and regular performance feedback.
Automation Analyst
US Army National Guard Armory
04.2021 - 03.2022
- Delivered cost savings by over $105,000 through automating manual tasks and improving equipment turn-in process
- Managed all electronic and peripheral equipment for over 300 soldiers statewide
- Imaged, issued, and provided troubleshooting service for all government devices provided to employees
- Conducted all vulnerability and security software scans
- Streamlined statewide migrations and provided all deliverables to user's for clarity and information dissemination
Information Technology Specialist
US Army National Guard
01.2020 - 04.2021
- Created over 1,100 network profiles and provisioned security permissions, printing and VPN capabilities and file sharing systems.
- Ensured data security, implementing encryption measures and access controls for sensitive information.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
25U Signal Support Systems Specialist
US Army National Guard
02.2019 - 01.2020
- Managed preventative maintenance checks on equipment, ensuring reliability and readiness for mission-critical operations.
- Liaised with unit leadership to communicate vital information about system statuses, upgrades, and repairs effectively.
- Evaluated system performance regularly to identify areas for improvement, making necessary adjustments as needed.
- Operated electronic warfare systems as part of an integrated strategy against enemy forces during training exercises.
- Conducted thorough inventory assessments to ensure accurate records of all communications equipment at hand.
- Resolved complex communication issues with a combination of troubleshooting techniques and equipment replacements.
Help Desk Manager
University of Memphis
07.2017 - 04.2018
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side and remote support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed help desk consisting of 18 employees across 3 locations and conducted performance evaluations.
- Participated in ongoing professional development opportunities to stay current with industry best practices.
- Compiled and accurately entered data for each customer encounter to record in system.
Education
Bachelor of Science - Information Technology
University of Central Arkansas
Conway, AR2026
Skills
- NIPR and SIPR
- Risk Management Framework
- Network and System Security
- Vulnerability Assessments and Scans
- NIST and DoD Regulations
- Active Directory
- LAN/WAN Networking
- Firewalls
- Windows Server Management
- Nessus Security Center and McAfee ePO
- DISA STIGs
- Database and System Administration
Timeline
Information Technology Analyst Tier 2
General Dynamics Information Technology Inc
12.2023 - Current
Service Desk Manager
National Guard Bureau
04.2022 - 11.2023
Automation Analyst
US Army National Guard Armory
04.2021 - 03.2022
Information Technology Specialist
US Army National Guard
01.2020 - 04.2021
25U Signal Support Systems Specialist
US Army National Guard
02.2019 - 01.2020
Help Desk Manager
University of Memphis
07.2017 - 04.2018
Bachelor of Science - Information Technology
University of Central Arkansas
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