Yevette Cecil
Jacksonville
Summary
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects and successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Process Consultant III
Peraton
01.2022 - 04.2025
- Supports the ITSMO in process and service development within the ITIL framework
- Consultant for the design, documentation and publicizing of ITIL processes and service offerings
- Captured opportunities for continual improvements and for improving the efficiency and effectiveness of processes to include Incident Management, Problem Management, Change Enablement and Service Request Management.
- Assists in the development of the requirement and process/service tools
- Briefed monthly metrics and KPIs for ITIL processes
- Point of Contact (POC) for the escalation of ITIL/ITSM questions or issues
- Facilitated software/hardware request process improvement effort using Lean Six Sigma DMAIC process and tools resulting in a 75 day improvement of speed for customers utilizing automation techniques
- Lead process consultant for the testing and migration of Remedy to Service now ticketing tool
- Coordinated weekly meetings for internal and external groups.
IT Help Desk Assistant Manager
Peraton
01.2020 - 12.2021
- Managed and trained 21 help desk analysts in Incident Management and first call resolutions for various computer systems
- Managed the escalation of high priority incidents and problems ensuring expeditious resolution
- Identified and assisted Service Management office with process enhancement and automation of common user service requests using Remedy ITSM software
- Key developer of user-friendly Service Request Module (SRM) self-help interface resulting in ~33% increase in utilization of tool saving man-hours
- Created automated Remedy Smart Reporting metrics and dashboards to assist process owners in ITSM decisions.
- Facilitated and led a weekly Incident Management Working Group with cross-functional teams resulting in reduction of incident queue by ~50%.
Data Link Technician
United States Air Force
01.2016 - 04.2019
- Configured and maintained tactical air picture network
- Managed incidents for over 1,000 permanent and temporary personnel
- Lead project manager for secure log-in program providing 24/7 access to classified networks
- Managed teleconference services/executed calls connecting multinational organizations
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Network and Phone Technician
United States Air Force
01.2015 - 01.2016
- Maintained analog and IP based phone network
- Configured network routing equipment
- Managed cryptographic equipment and performed scheduled rekeys
- Monitored/maintained 96 long haul circuits.
- Installed wiring, cabling and networking hardware on customer premises.
Systems Control Technician
United States Air Force
01.2012 - 01.2014
- Sustained five integrated digital network exchange nodes
- Created and maintained MS Viso layout diagrams for over 700 telecommunication circuits
- Performed network quality checks/troubleshooting
- Identified equipment issues and implemented troubleshooting techniques for resolution
- Responded to and resolved incident calls and tickets
Education
Bachelor of Science - Business Administration
American Military University
09-2025
Associates Degree - Electronic Systems Technology
Community College of the Air Force
01.2014
Skills
- Remedy and Service Now ITSM tool
- Microsoft Visio process mapping
- ITIL Continual Process Improvement
- Business process reengineering
- Lean six sigma
- Cross-functional team leadership
- Requirements gathering
- Power BI dashboards
Certification
- CompTIA Security + Certification, 01/12, Current
- ITIL Foundations V4 Trained
- Lean Six Sigma Black Belt Certified
Timeline
Business Process Consultant III
Peraton
01.2022 - 04.2025
IT Help Desk Assistant Manager
Peraton
01.2020 - 12.2021
Data Link Technician
United States Air Force
01.2016 - 04.2019
Network and Phone Technician
United States Air Force
01.2015 - 01.2016
Systems Control Technician
United States Air Force
01.2012 - 01.2014
Bachelor of Science - Business Administration
American Military University
Associates Degree - Electronic Systems Technology
Community College of the Air Force
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