Mary Elizabeth Leonard
Montgomery
Summary
Results-oriented technical professional with over 12 years of experience delivering exceptional, customer-focused support. Demonstrated expertise in building strong stakeholder relationships and providing trusted guidance on best practices. Skilled in leading structured root cause analyses, proactively identifying workflow gaps, and collaborating with leadership to implement impactful operational enhancements and long-term process improvements. Proficient in maintaining data integrity through regular audits while ensuring strict adherence to security and data protection standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Cybersecurity Specialist (CUSTSPT/INFOSEC)
US Department of Defense (DISA – Global Service Desk)
Gunter AFB, AL
08.2022 - Current
- Deliver exceptional customer-focused support by acting as a primary technical liaison for CONUS and OCONUS end-users, ensuring a positive and professional service experience.
- Maintain data integrity and drive strong governance by mitigating security violations and data spillage incidents in compliance with all relevant data protection, security, and audit standards.
- Lead structured root cause analysis by conducting 20 biweekly quality assessments to proactively identify workflow gaps and training needs, partnering with leadership to deliver corrective actions.
- Create and maintain clear, user-friendly support documentation, accurately recording incident details and resolutions for over 10 tickets daily to improve internal knowledge.
- Support technology projects by coordinating the implementation and maintenance of 15+ customer applications, resolving complex integration and configuration issues.
- Gunter AFB, AL
Service Desk Analyst
ALFA Insurance
Montgomery, AL
11.2013 - 07.2022
- Mentored over 10 newly hired analysts, promoting continuous learning and knowledge sharing that resulted in a 20% faster issue resolution time for new team members.
- Built strong stakeholder relationships by delivering trusted technical support and guidance for weekly 'New Agent School' classes, enhancing non-technical personnel's understanding of IT processes.
- Proactively identified workflow gaps and led continuous improvement initiatives, collaborating with the networking team to monitor system performance and improve reliability for over 500 users.
- Provided proficient technical, data, and reporting support by performing advanced troubleshooting, conducting network maintenance, and resolving LAN/WAN connectivity issues.
- Montgomery, AL
Service Center Analyst
TEKsystems – USSTRATCOM
Offutt AFB, NE
12.2012 - 05.2013
- Drove self-service and improved internal knowledge by creating and maintaining clear, user-friendly articles and support documentation across two technical databases.
- Contributed to operational enhancements by analyzing user data to identify trends and improve service efficiency and user satisfaction.
- Offutt AFB, NE
Help Desk Coordinator
CACI – Enterprise Service Desk
Gunter AFB, AL
09.2011 - 12.2012
- Provided exceptional, customer-focused support for over 850,000 Air Force personnel via phone, ticket, email, and live chat, managing large call volumes to ensure timely assistance.
- Leveraged expertise in Active Directory, BMC Remedy, and IT Service Management to analyze and resolve a diverse range of technical problems and incidents.
- Gunter AFB, AL
Education
High School Diploma -
Robert E Lee
Montgomery, AL05-2006
Skills
- Technical & Operational
- Platforms & Tools
- Process & Frameworks
- Stakeholder Engagement
- Service Now
- Root Cause Analysis
- Data Integrity & Auditing
- Jira
- ITIL Framework
- Process Improvement
- Active Directory
- Incident Management
- Technical & Reporting Support
- Azure AD
- Risk Mitigation
- System Enhancements Testing
- Microsoft 365
- Information Security
- Knowledge Base Creation
- SCCM & Intune
- Cybersecurity
Certification
- CompTIA Security+
- ITIL Foundations
- HDI Support Center Analyst
- HDI KCS Foundation
- HDI Troubleshooting and Problem-Solving
Timeline
IT Cybersecurity Specialist (CUSTSPT/INFOSEC)
US Department of Defense (DISA – Global Service Desk)
08.2022 - Current
Service Desk Analyst
ALFA Insurance
11.2013 - 07.2022
Service Center Analyst
TEKsystems – USSTRATCOM
12.2012 - 05.2013
Help Desk Coordinator
CACI – Enterprise Service Desk
09.2011 - 12.2012
High School Diploma -
Robert E Lee