Michael Hazen
IT
East Palestine,OH
Summary
An accomplished Information Technology Systems Analyst and support specialist with over 29 years of progressive experience in complex IT environments, supporting federal agencies, military operations, and enterprise clients. Expert in Tier 1 and Tier 2 service desk functions, incident management, cybersecurity compliance, and technical troubleshooting. A proven leader dedicated to enhancing operational efficiency, developing high-performing teams, and delivering exceptional customer service across government and military sectors. Holds eligibility for Top Secret security clearance.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Systems Analyst / HSIN Tier 2
LinTech Global / Rackner
06.2023 - 09.2025
- Deliver advanced Tier 2 support for the Homeland Security Information Network (HSIN), ensuring prompt resolution of technical issues and service requests via email, web submissions, and phone calls.
- Expertly collect, document, and escalate incidents and service requests, maintaining comprehensive records in accordance with DHS service level agreements.
- Serve as a subject matter expert for Community of Interest (COI) requests, providing guidance and troubleshooting within SharePoint environments.
- Perform Manual Information Verification (MIV) for HSIN registration, safeguarding network access and data integrity.
- Monitor, update, and prioritize tickets in ServiceNow (SNOW), consistently exceeding performance targets for ticket resolution and escalation.
- Conduct user verifications for HSIN password resets and ensure secure authentication protocols using Active Directory User Center (ADUC), Administrative Center (ADAC), and PIV certificate verification.
- Administer OKTA Verify MFA and PowerShell for multifactor authentication and certificate management.
- Enhance user experience by updating Adobe Connect profiles and streamlining account issue resolution.
- Collaborate with Tier 1 Help Desk staff, providing mentorship, troubleshooting guidance, and overflow support for complex trouble tickets.
- Initiate, update, and resolve Jira tasks to track project progress and incident management.
- Develop and maintain comprehensive Standard Operating Procedures (SOPs) for HSIN Tier 2 support, ensuring consistency and compliance across processes.
- Department of Homeland Security
Computer Operator III
Universal Consulting Services
12.2021 - 04.2023
- Solely provided Tier 1 technical and customer support for the Military Sealift Command (MSC) and Integrated Service Desk (ISD), expertly managing incidents and service requests for 60 hours weekly in a high-pressure remote environment.
- Fielded and resolved issues through email, web submissions, and phone, consistently adhering to strict service level agreements.
- Supported the Corporate enterprise Training Activity Resource Systems (CeTARS) and Naval Education and Training Future Officer and Citizenship User System (NETFOCUS), handling account unlocks, password resets, and re-activation requests with speed and accuracy.
- Monitored and managed tickets for MSC and ISD using BMC REMEDY IT Service Management tools, reporting outages and ensuring rapid administrative intervention.
- Processed new account requests, managing onboarding and system access for both MSC and ISD environments.
- Responded to and documented an average of 500+ tickets monthly, consistently maintaining accurate records and facilitating timely resolutions.
- Developed a dynamic automated scheduling tool in Microsoft Excel for management, optimizing workforce planning and time tracking.
- Authored quick reference guides for MSC and ISD ticketing, streamlining troubleshooting processes and improving staff efficiency in Norfolk.
- Naval Information Warfare Center (NIWC) Atlantic
Computer Operator III
Cosolutions / Cognosante / EIS
10.2018 - 12.2021
- Provided critical Tier 1 support for MSC and Navy Enterprise Service Desk (NESD), handling incident escalation, documentation, and technical troubleshooting in a fast-paced environment.
- Supported CeTARS, Data Center and Cloud Hosting (DC2HS), and NETFOCUS systems, ensuring reliable network and account operations for thousands of users.
- Submitted and managed tickets for inbound issues, maintaining service continuity and exceeding monthly resolution targets with over 500 tickets processed.
- Authored and distributed reference guides for Navy Standard Integrated Personnel System (NSIPS) procedures, improving onboarding and ticket handling efficiency for NESD staff.
- Naval Information Warfare Center (NIWC) Atlantic
Analytics and Analysis Manager
Fleet Cyber Command / COM10THFLT
11.2015 - 08.2018
- Led data research and analysis across multiple Department of Defense repositories to identify trends and discrepancies in cyber inspection results, supporting DoD-wide compliance efforts.
- Coordinated multi-organizational responses to Command Cyber Readiness Inspections (CCRIs) and Cyber Security Inspections (CSIs), ensuring units met USCC cybersecurity requirements.
- Created and maintained a centralized database for over 500 Navy afloat and ashore commands, streamlining post-inspection follow-up and compliance monitoring.
- Developed comprehensive post-inspection instructions for units failing CCRI, facilitating corrective actions across various services.
- Coordinated and led compliance video teleconferences (VTCs), fostering communication and collaboration between diverse DoD entities.
C4I / Logistics Manager, Information Assurance Manager (IAM), Special Security Officer (SSO), Electronic Keying Material System Manager (EKMS)
Tactical Air Control Squadron 21 (TACRON)
06.2012 - 09.2015
- Directed a team of eight IT professionals in providing comprehensive support for network, workstation, and printer setup for over 80 users during multiple military deployments.
- Managed procurement and deployment of over $230,000 in computer equipment, ensuring seamless technology transitions and minimal operational disruptions.
- Oversaw network system configurations, emergency action planning, system security certification, and vulnerability management, meeting rigorous Department of Defense standards.
- Maintained and verified electronic key management system databases, implementing information assurance vulnerability alerts and incident reporting protocols for enhanced cybersecurity.
- Utilized eMarketPlace for contract and asset verification, meticulously managing monthly NMCI budgets and cross-checking command expenditures.
- Coordinated with NMCI for asset control, user accounts, and deployment operations, maintaining operational readiness and security.
- Served as EKMS Manager, controlling, inventorying, and training personnel in cryptographic equipment procedures.
- Acted as Special Security Officer, initiating and documenting over 100 personnel security clearance investigations in Joint Personnel Adjudication System (JPAS).
- Managed a logistics budget exceeding $100,000 annually, leading cost-saving initiatives including a facilities refurbishment project that reduced expenditures.
- Oversaw Defense Travel Program operations, managing travel schedules, hotel reservations, and funding for over 45 personnel.
Technical Control Center Lead Supervisor, Command Top Secret Control Officer, Communications Watch Officer
NAVCOMTELSTA San Diego
04.2009 - 07.2012
- Designed and implemented comprehensive training programs for 19 Tech Control Supervisors, elevating team technical proficiency in handling secure communications systems.
- Managed Extremely High Frequency, Secure Communications Interoperability Protocol - Interworking Function, High Speed Global Ring, Packet Star Access Exchange, ST-1000, and Automated Network Control Center systems, ensuring uninterrupted operations of critical communications infrastructure.
- Served as Command Top Secret Control Officer, maintaining 100% accountability for 278 Top Secret items, demonstrating exemplary attention to detail and security stewardship.
Lead Supervisor, Information Management Officer
Task Force Medical South S6
07.2011 - 02.2012
- Directed the installation and configuration of 90 computers, 14 network switches, and 25 VOIP phones across four distinct networks in a new recovery center, managing assets valued at $276,000.
- Oversaw the daily operations of 7 networks, 1,400 user accounts, and a $3 million video suite, maintaining a 99% connectivity rate and ensuring operational excellence.
- Supervised a team of six personnel in resolving over 2,100 network trouble calls, consistently achieving resolution times under 24 hours.
- Managed hospital classified and unclassified SharePoint sites, optimizing information access and security.
- Operated weapons and equipment in ground combat operations, including maintenance of communications equipment, reconnaissance, and minesweeping activities as required.
Education
Certificate of Completions in IT Fields - Information And Computer Systems
US Navy
Great Lakes, IL02.1999
Skills
- Team Leadership & Teamwork across diverse operational and technical environments
- Program and Project Management for large-scale IT initiatives
- Outstanding Communication Skills, both technical and client-facing
- Network Administration & Security Operations, including advanced troubleshooting
- Technical Support and Incident Management with demonstrated results
- Database Management and Systems Documentation
- Proficient in Microsoft Office Suite, Remedy, ServiceNow, Jira, Microsoft Teams, SharePoint
- Exceptional Organizational Skills and Shift Supervision experience
- Logistics, asset tracking, and budget management for multimillion-dollar operations
Affiliations
- Nominated for Contractor of the Quarter in recognition of outstanding performance
- Recipient of Navy and Marine Corps Commendation Medal
- Recipient of Joint Service Commendation Medal
- Recipient of Navy and Marine Corps Achievement Medal
- Recipient of Navy Admiral Letter of Commendation
Certification
- HDI Support Center Analyst
- Navy - Information Systems Administrator (NEC 746A)
- Navy - Network Security Vulnerability Technician (NEC 742A)
- Navy - Advanced Network Analyst (NEC H08A)
- Navy - Journeyman Networking Core (NEC 2735)
- Navy - Transmission Systems Technician (NEC H04A)
Timeline
Systems Analyst / HSIN Tier 2
LinTech Global / Rackner
06.2023 - 09.2025
Computer Operator III
Universal Consulting Services
12.2021 - 04.2023
Computer Operator III
Cosolutions / Cognosante / EIS
10.2018 - 12.2021
Analytics and Analysis Manager
Fleet Cyber Command / COM10THFLT
11.2015 - 08.2018
C4I / Logistics Manager, Information Assurance Manager (IAM), Special Security Officer (SSO), Electronic Keying Material System Manager (EKMS)
Tactical Air Control Squadron 21 (TACRON)
06.2012 - 09.2015
Lead Supervisor, Information Management Officer
Task Force Medical South S6
07.2011 - 02.2012
Technical Control Center Lead Supervisor, Command Top Secret Control Officer, Communications Watch Officer
NAVCOMTELSTA San Diego
04.2009 - 07.2012
Certificate of Completions in IT Fields - Information And Computer Systems
US Navy
Security Clearance
Level: Top Secret Eligible — Extensive experience handling sensitive government and military data in compliance with strict security protocols.