SHIKEMA BUSBY
San Antonio,TX
Summary
IT Service Desk and Application Support professional with 6+ years of experience supporting federal, enterprise, and mission-critical environments. Proven background providing Tier 2/3 technical support, incident management, ServiceNow operations, identity and access support, and cross-functional coordination. Demonstrated ability to function as a team lead and escalation point in high-availability environments, supporting end users, administrators, and stakeholders across distributed organizations. Strong alignment with ICAM, ITSM, and service desk leadership roles supporting government programs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Specialist (ECVC / Vocera)
B.E.A.T. LLC
03.2025 - Current
- Provide Tier 3 enterprise application and service desk support for the ECVC/Vocera platform supporting 41+ Medical Treatment Facilities worldwide.
- Serve as a primary escalation point for complex ServiceNow incidents, legacy tickets, misrouted requests, and SLA-at-risk issues.
- Lead intake, triage, remediation, and resolution of application, access, and system issues in a high-availability federal healthcare environment.
- Identify and resolve orphaned queues and routing issues, restoring visibility, assignment accuracy, and notification workflows.
- Coordinate closely with DHA, GSC, vendors, and internal teams to support migrations, onboarding, and operational readiness.
- Support identity-related and access issues, ensuring accurate documentation and compliance prior to escalation.
- Develop SOPs, how-to guides, intake improvements, and standardized workflows to improve service delivery and reduce repeat incidents.
- Participate in cross-functional operational meetings, supporting continuous improvement and stakeholder alignment.
Cloud & Vulnerability Management Intern
Accenture Federal Services
06.2024 - 12.2024
- Supported federal cloud and vulnerability management operations in regulated environments.
- Assisted with Active Directory administration, user access support, and security compliance activities.
- Conducted vulnerability scans using Tenable and supported remediation tracking and reporting.
- Collaborated with engineering and security teams to resolve system issues and improve operational processes.
- Documented procedures and supported audit-ready workflows.
Signals Communication Intelligence Analyst
United States Air Force
12.2017 - 12.2024
- Supported and monitored secure, mission-critical communication systems in classified and operational environments.
- Performed systems troubleshooting, access coordination, and operational support aligned with federal security requirements.
- Supervised and trained personnel, providing guidance, task prioritization, and operational oversight.
- Developed and enforced SOPs, reporting standards, and compliance documentation.
- Coordinated across multiple teams to resolve issues, maintain system availability, and support mission objectives.
- Served as a trusted technical resource and escalation point during high-tempo operations.
Apple Customer Care / Technical Support Analyst (Tier 2/3)
Convergys
01.2016 - 01.2017
- Provided Tier 2 and Tier 3 technical support for Apple hardware, software, and user account issues.
- Troubleshot complex issues involving devices, operating systems, applications, and user access.
- Supported incident resolution, escalation handling, and customer communication in a high-volume enterprise environment.
- Documented solutions and workflows to support knowledge sharing and operational continuity.
- Collaborated with internal teams to resolve advanced technical issues efficiently.
Education
Bachelor of Applied Science - Cybersecurity Technology
University of Maryland Global Campus
08.2024
Master of Science - Cybersecurity Technology
University of Maryland Global Campus
Hyattsville, MD12-2026
Skills
- IT Service Desk Operations (Tier 2 / Tier 3)
- Incident, Problem & Request Management
- ServiceNow (ITSM)
- Identity & Access Support (ICAM-aligned)
- Microsoft CRM / Case Management
- Escalation & Queue Management
- SOP, Knowledge Base & Documentation
- Cross-Functional & Vendor Coordination
- Metrics, Reporting & SLA Support
- Team Guidance & Operational Leadership
Certification
- Microsoft CRM Certification
- CompTIA Security+
- CompTIA Network+
Timeline
Help Desk Specialist (ECVC / Vocera)
B.E.A.T. LLC
03.2025 - Current
Cloud & Vulnerability Management Intern
Accenture Federal Services
06.2024 - 12.2024
Signals Communication Intelligence Analyst
United States Air Force
12.2017 - 12.2024
Apple Customer Care / Technical Support Analyst (Tier 2/3)
Convergys
01.2016 - 01.2017
Bachelor of Applied Science - Cybersecurity Technology
University of Maryland Global Campus
Master of Science - Cybersecurity Technology
University of Maryland Global Campus