RAHSAAN ANDREWS
Stafford,VA
Summary
IT help desk technician with a strong background in mission support, service desk operations, and secure asset handling across defense environments. Resolves hardware, software, and access issues, manages high ticket volume, and delivers documented process improvements that reduced downtime, improved first-contact resolution, and strengthened accountability.
Overview
1
1
Certification
10
10
years of professional experience
Work History
IT HELP DESK TECHNICIAN
Federal Bureau Investigation (FBI)
Stafford, Virginia
07.2026 - Current
- Executes end-to-end IT support by installing, configuring, upgrading, and diagnosing systems across classified and unclassified networks, improving user readiness and reducing downtime by 20% through timely issue resolution.
- Resolved hardware and software issues, prioritized and managed 40–60 service tickets weekly, and delivered remote technical support that improved first-contact resolution rates by 15%, enhancing customer satisfaction.
- Evaluated IT environments through annual audits of multiple systems, coordinated equipment relocations for three major office moves, prepared devices for reuse or surplus with 100% accountability, and documented process improvements that decreased repetitive troubleshooting steps by 30%.
IT HELP DESK TECHNICIAN
National Geospatial-Intelligence Agency (NGA)
Springfield, Virginia
09.2025 - 01.2026
- Supported NGA mission users by delivering Tier 1 and Tier 2 technical assistance, ensuring system accessibility and operational continuity.
- Documented, tracked, and resolved 100+ incidents monthly in NGA-approved ticketing systems with 99% documentation accuracy, ensuring compliance and reliable audit trails.
- Utilized ServiceNow and VDI platforms to resolve incidents, improve user experience, and ensure operational continuity in fast-paced environments.
- Oversaw management of 150+ user accounts, executing password resets, access troubleshooting, and permissions updates with 95%+ on-time completion to ensure seamless user access.
- Applied secure coding practices in lab projects, leading to a 50% reduction in flagged security issues across quarterly exercises.
Mail Assistant
United States Intelligence Security Command
Fort Belvoir, Virginia
09.2019 - 08.2025
- Processed 200+ classified mail items monthly in a high-volume DoW facility with 100% adherence to security protocols, ensuring safe and compliant distribution.
- Executed X-ray screenings and security checks in high-security environment, ensuring compliance and enhancing mission continuity.
- Managed chain-of-custody records for 400+ sensitive items with 100% accuracy, ensuring secure handling and adherence to regulations.
- Executed secure courier missions with Defense Courier Service, maintaining zero security violations and bolstering trust in high-stakes DoW and NATO transport operations.
Senior Logistics Analyst
DYNCORP
Springfield, Virginia
04.2018 - 09.2020
- Reviewed logistics data to identify trends and process gaps; prepared reports that informed decisions and achieved over $8000 in cost savings.
- Improved procurement and lifecycle workflows from start to finish, removed bottlenecks, and raised equipment availability for operations teams by 15%.
- Corrected inventory discrepancies and reduced record-keeping errors by 20%, enhancing asset accountability.
- Coordinated contractor activities to ensure on-time project delivery.
Automation Logistician
Absolute Business Solutions Corp
Springfield, VA
03.2017 - 01.2018
- Performed hardware and software configuration plus system updates across 200+ devices, improving reliability and reducing user-reported issues by 20%.
- Tracked inventory and coordinated with operational teams to enhance mission readiness and asset availability.
- Applied database management and information systems skills to improve asset-tracking accuracy to 99%, strengthening accountability and reducing discrepancies.
- Supported equipment lifecycle records and property accountability for mission-critical assets, maintaining 99% accuracy and full compliance with DoD requirements.
- Completed two full security assessments of lab-based virtual networks and delivered 100% completion across required documentation and remediation steps.
- Automated security checks using Python scripts to enhance efficiency.
- Executed vulnerability management tasks in student labs, maintaining 90% patch compliance across simulated hosts.
- Completed structured security testing scenarios, identified 20 exploitable weaknesses, and validated remediation success in 18 cases.
- Participated in simulated incident response drills, reducing average triage time by 60% through improved alert filtering.
- Reviewed internal training systems and documented corrective actions to improve compliance by 25%.
- Used secure development practices on capstone projects, resulting in zero high-severity findings during final assessment.
- Contractor |
Logistics Analyst II
CACI International
Springfield, VA
09.2016 - 02.2017
- Managed 100+ supply documents, including shipping records, inventory logs, and transfer forms, enhancing asset tracking and maintaining audit readiness.
- Conducted routine and cyclic inventory audits with 99% accuracy, resolving discrepancies and updating automated supply systems to uphold DOW accountability standards.
- Facilitated disposal, destruction, and redistribution of excess, obsolete, and sensitive property, ensuring compliance with federal regulations.
Education
Bachelor of Science - Information Technology
Stratford University
01-2021
Skills
- IT support
- Help desk operations
- Ticketing management
- User account management
- IT troubleshooting
- Technical troubleshooting
- Documentation creation
- Documentation and reporting
- Linux and Windows administration
- Hardware configuration
- Network connectivity solutions
- VoIP and network cabling
- Network security fundamentals
- Authentication strategies
- Incident response planning
- Policy development
Personal Information
Nationality: U.S. Citizen: Yes
Certification
- CompTIA Security+, 2026
- CompTIA CySA+, 2026
Custom
Security Clearance: Top Secret/Sensitive Compartmented Information (TS/SCI w CI Poly)
Timeline
IT HELP DESK TECHNICIAN
Federal Bureau Investigation (FBI)
07.2026 - Current
IT HELP DESK TECHNICIAN
National Geospatial-Intelligence Agency (NGA)
09.2025 - 01.2026
Mail Assistant
United States Intelligence Security Command
09.2019 - 08.2025
Senior Logistics Analyst
DYNCORP
04.2018 - 09.2020
Automation Logistician
Absolute Business Solutions Corp
03.2017 - 01.2018
Logistics Analyst II
CACI International
09.2016 - 02.2017
Bachelor of Science - Information Technology
Stratford University