Megan Richardson
Tacoma,WA
Summary
Dedicated Army veteran with experience in technical support, customer service, and AWS Cloud solutions. I am a highly motivated individual with a passion for continued self-development, team building, and fostering a collaborative work environment. My career has taught me that success requires a balance of independence and teamwork; you must be able to hold your own, but no one can complete the mission alone. My strong communication skills, problem-solving abilities, and emotional intelligence have allowed me to build and maintain positive relationships in a fast-paced work environment. I am looking for an opportunity to use my established skillset while expanding my knowledge in a new, challenging role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Satellite Communications System Team Lead
U.S. Army
11.2022 - 01.2024
- Established standard operating procedures to effectively create, track, and manage trouble tickets between six contracting companies and three separate ticketing systems
- Optimized task delegation to effectively complete project requirements while preparing employees to transition into roles of greater responsibility
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities for seven employees
- Promptly identified and escalated high-level issues to supervisors when appropriate
- Developed proper inspection procedures for buildings and equipment in accordance with local, military, and industry regulations
- Promptly orchestrated maintenance and repairs for nearly 200 occupants, greatly improving employee quality of life
Cybersecurity Bootcamp Student
Saint Martin's University
08.2023 - 12.2023
- Used network monitoring tools such as Wireshark, Nmap, and Nessus to identify and resolve potential weaknesses and malicious traffic on the network
- Deployed AWS Cloud resources, including EC2, RDS, S3, and VPCs, while implementing security best practices to secure data in the cloud
- Configured network segmentations, access control lists, and security groups to defend against privilege creep and insider threats
IT Help Desk Technician
U.S. Army
10.2021 - 10.2022
- Promptly resolved over 500 trouble tickets relating to physical, network, software, and account issues, minimizing downtime for mission-essential capabilities
- Created and managed accounts for hundreds of users across multiple enclaves using Active Directory and One Identity
- Developed, tested, and distributed dozens of step-by-step guides to streamline user-level troubleshooting, significantly reducing the number of tickets for common issues and freeing up time for more complex support requests
- Installed, configured and maintained computer systems, printers, VoIP phones, and other endpoint devices in accordance with DoD Security Technical Implementation Guides (STIGs)
NATO Training Coordinator
U.S. Army
12.2018 - 05.2021
- Analyzed new training regulations and identified obstacles which resulted in an organization-level reevaluation, and allowed hundreds of personnel to continue standard operations under an extended grace period
- Developed a proposal for Mobile Training Teams (MTT) to resolve COVID-related training and travel issues, resulting in successfully training and certifying dozens of personnel and saving hundreds of thousands of dollars associated with travel and training expenses
- Created a tracking system to simplify complex staffing, operational, and training requirements for hundreds of employees across seven training disciplines, resulting in a swift recovery to foundational changes in organizational training policies
Satellite Communications System Operator
U.S. Army
01.2018 - 12.2018
- Monitored incoming and outgoing transmissions using advanced software applications to ensure accuracy of transmission content, demonstrating attention to detail
- Performed routine maintenance on satellite communications systems and related components, ensuring equipment was properly maintained and operational at all times
- Conducted tests on new hardware and software components to discover the practical limitations of the newly integrated Modernization of the Enterprise Terminal (MET)
Customer Service Representative
Lowe's
05.2016 - 12.2017
- Utilized active listening skills to help customers find appropriate products for their specific needs, resulting in higher customer satisfaction
- Contributed to inventory management by accurately tracking stock levels and placing orders when needed, minimizing out-of-stock occurrences
- Built strong relationships with customers through follow-ups and personalized recommendations, fostering repeat business
Education
Certification in Computer Science - Cybersecurity -
Saint Martin's University
Lacey, WA12.2023
Skills
- Active TS/SCI Clearance
- Ticket Management
- User Credential Management
- AWS Cloud Technologies
- Windows OS
- Linux OS
- Microsoft 365
- Wireshark
- Customer Service
- Account Management
- Help Desk Support
- Problem-Solving
Certification
- Security +, CompTIA - September, 2021
- Certified Cloud Practitioner, Amazon Web Services (AWS) - November, 2023
Timeline
Cybersecurity Bootcamp Student
Saint Martin's University
08.2023 - 12.2023
Satellite Communications System Team Lead
U.S. Army
11.2022 - 01.2024
IT Help Desk Technician
U.S. Army
10.2021 - 10.2022
NATO Training Coordinator
U.S. Army
12.2018 - 05.2021
Satellite Communications System Operator
U.S. Army
01.2018 - 12.2018
Customer Service Representative
Lowe's
05.2016 - 12.2017
Certification in Computer Science - Cybersecurity -
Saint Martin's University