Tyler Williamson
Lancaster,CA
Summary
Experienced with leading technical support teams to identify and resolve complex issues efficiently. Utilizes problem-solving and troubleshooting skills to ensure seamless support operations. Track record of fostering collaborative environment and adapting to evolving technical challenges.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Federal Technical Support Team Lead
Okta
08.2022 - Current
- Provide technical support to customers over the phone and via email resolving escalated technical issues, resulting in a 96% customer satisfaction rate
- Piloted a new case management program that was implemented organization wide, saving over $700k in license cost and case efficiency
- Liaised with product development teams to report recurring issues, ultimately driving product enhancements based on customer feedback.
- Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Earned the 4 core Okta certifications in first 4 months at Okta
- Facilitate daily team meetings to discuss case progress
- Decreased team backlog by 42% in 2 months
ALIS Senior Systems Administrator
Lockheed Martin
09.2021 - 07.2022
- Managed user accounts in the Lockheed Martin ALIS applications and maintained correct user account information in SQL database
- Maintained backups and update security definitions of classified and unclassified systems on a weekly basis
- Installed operating systems and updated software, ensuring compatibility across all systems
- Troubleshoot workstation to fighter jet sync issues to ensure operation for test flights
- Adhered to and maintained security standards required by the U.S Government
Information Security Systems Officer I (ISSO)
ASRC Federal
02.2021 - 08.2021
- Conducted security audits to identify and address vulnerabilities in IT systems and infrastructure, implemented corrections in order to maintain ATO, resulting in improved system security
- Adhered to government security configuration requirements for all system deployments
- Created documentation for setting up and managing Macs through JAMF
- Increased system patch installations by 25% in 3 months
- Decreased outstanding POA&Ms and RBDs by 60%
Senior Network Administrator
NetFusion/NuMSP
09.2018 - 02.2021
- Imaged and deployed desktops and laptops for client refresh projects & developed scripts to automate various network tasks, reducing manual labor by 20%
- Maintained the ordering and delivery of hardware and software for 102 clients, decreased client wait time by 25% by changing vendors
- Managed network user accounts and performed user authentication to ensure secure access to corporate resources
- Developed and maintained network policies that improved security and reduced the risk of data breaches by 15%
- Implemented a virtual private network (VPN) solution that allowed remote access to corporate resources
Education
Master of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT02-2025
Skills
- Network troubleshooting
- Customer support management
- System administration
- Escalation management
- SLA management
- Technical troubleshooting
- Security protocols
Certification
- CISSP - October 2026
- CISM - July 2027
- Okta Certified Consultant - July 2026
- Okta Certified Consultant - July 2026
Timeline
Federal Technical Support Team Lead
Okta
08.2022 - Current
ALIS Senior Systems Administrator
Lockheed Martin
09.2021 - 07.2022
Information Security Systems Officer I (ISSO)
ASRC Federal
02.2021 - 08.2021
Senior Network Administrator
NetFusion/NuMSP
09.2018 - 02.2021
Master of Science - Cybersecurity And Information Assurance
Western Governors University
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