PETER JIMENEZ
Shreveport,LA
Summary
Dynamic Information Technology professional with extensive experience supporting enterprise and federal IT environments, including operations for the Department of Homeland Security and the Department of Veterans Affairs. Expertise includes IT service desk operations, Active Directory administration, endpoint management, system imaging, and enterprise ticketing systems such as ServiceNow. Proven ability to manage high-volume environments with over 2,000 end users while ensuring SLA compliance, troubleshooting Windows-based systems, and maintaining secure federal IT infrastructure. A strong background in endpoint deployment, Microsoft 365 administration, and technical documentation enhances the delivery of effective solutions within mission-critical settings.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Enterprise Service Desk Agent (Contract Support – U.S. Department of Veterans Affairs)
SteerBridge
Shreveport, Louisiana
03.2026 - Current
- Provided Tier 1 enterprise IT support for U.S. Department of Veterans Affairs end users in a high-volume federal service desk environment
- Managed incoming incidents and service requests using ServiceNow while maintaining SLA compliance and prioritizing mission-critical issues
- Supported troubleshooting of Windows OS, Microsoft 365 applications, VPN connectivity, and enterprise authentication systems
- Performed account management support including password resets, access troubleshooting, and basic Active Directory-related requests
- Documented all incidents and resolutions in accordance with federal IT service management standards
- Escalated complex technical issues to Tier 2/3 engineering teams following established federal support procedures
- Supported high-volume call and ticket queues in a mission-critical federal IT environment
- Ensured accurate documentation of troubleshooting steps to support knowledge base development and operational continuity
- Remote | 40 hrs/week
Customer Service Representative
Circle K
Shreveport, Louisiana
04.2025 - 03.2026
- Managed financial transactions with accuracy and ensured compliance with operational procedures
- Maintained store operations including stocking, cleaning, and customer service in a high-traffic environment
- Delivered consistent customer support in fast-paced retail conditions
- Demonstrated reliability and adaptability through shift flexibility and coverage support
- 32–40 hrs/week
Field Service Engineer I (Contract Support – Federal IT Environment)
GovCIO – U.S. Department of Homeland Security
Lee’s Summit, Missouri
03.2023 - 09.2024
- Delivered enterprise-level IT support for Department of Homeland Security users across a large-scale federal infrastructure environment
- Created, managed, and resolved ServiceNow tickets while maintaining SLA response and resolution targets
- Performed imaging, reimaging, and post-deployment configuration of desktops and laptops in compliance with federal security standards
- Installed, configured, and maintained enterprise hardware including desktops, laptops, monitors, and printers
- Managed Active Directory user and device lifecycle operations including provisioning, updates, and deactivation
- Administered SCCM for endpoint management, device compliance tracking, and software deployment
- Supported enforcement of federal security compliance including BitLocker encryption, BIOS configuration, and device hardening standards
- Utilized PowerShell, Command Prompt, and diagnostic tools for advanced troubleshooting and system support
- Supported large-scale IT initiatives and coordinated with project leadership on enterprise deployments
- Developed SOP documentation and trained incoming IT staff on operational procedures
- Supported an enterprise environment serving 2,000+ end users
- 40 hrs/week
Help Desk Specialist (Contract Support)
Advantage Tech – ISPN
Kansas City, Missouri
01.2023 - 03.2023
- Provided Tier 1 technical support for telecommunications enterprise customers across multiple service providers
- Managed high-volume inbound call queues and resolved technical issues in real time
- Created and documented detailed incident tickets for troubleshooting and escalation
- Escalated complex issues to Tier 2 support teams following defined service procedures
- Maintained service quality standards while handling 25+ customer interactions daily
- Remote | 40 hrs/week
Education
Graduate Certificate - Cloud & Information Security
Centriq Training
Kansas City, MO12-2022
Skills
- ITIL-Based Incident & Service Request Management
- Enterprise Service Desk Operations (Tier 1 / Tier 2 Support)
- Active Directory User & Device Administration
- Microsoft SCCM / Endpoint Configuration Manager
- Windows 10/11 & Windows Server Environments
- Microsoft 365 Administration & Troubleshooting
- System Imaging, Deployment, and Lifecycle Management
- ServiceNow Ticketing System (SLA Management & Queue Control)
- Federal IT Security Compliance (NIST-aligned environments)
- VPN, Network Connectivity, and Remote Access Support
- PowerShell / Command Line Diagnostics
- Enterprise Hardware Support (Desktops, Laptops, Printers)
- Enterprise Systems & Tools: ServiceNow, SCCM, Active Directory, Microsoft 365, Azure Fundamentals
- Operating Systems: Windows 10/11, Windows Server, Linux (basic), Kali Linux (security fundamentals)
- Networking & Security: TCP/IP, DNS, DHCP, Wireshark, VPN troubleshooting, network hardening, patch management, BitLocker, BIOS configuration
- Scripting & Diagnostics: PowerShell, Command Prompt, Terminal
- Collaboration Tools: Teams, Zoom, Slack, SharePoint, OneNote
- Ticketing system proficiency
- Empathy and patience
Certification
- Centriq IT Service Desk Badge
- Centriq Networking Support Badge
- Centriq IT Boot Camp Completion Badge
Timeline
Enterprise Service Desk Agent (Contract Support – U.S. Department of Veterans Affairs)
SteerBridge
03.2026 - Current
Customer Service Representative
Circle K
04.2025 - 03.2026
Field Service Engineer I (Contract Support – Federal IT Environment)
GovCIO – U.S. Department of Homeland Security
03.2023 - 09.2024
Help Desk Specialist (Contract Support)
Advantage Tech – ISPN
01.2023 - 03.2023
Graduate Certificate - Cloud & Information Security
Centriq Training
FEDERAL COMPLIANCE DETAILS
- U.S. Citizen
- Eligible for federal employment (GS-2210 IT Specialist series)
- Experience in federal contractor environments (DHS, VA)