Summary
Overview
Work History
Education
Skills
Certification
QUALIFICATIONS
Timeline
Generic

Alichea Crawford

Lanham

Summary

Qualified IT Specialist with strong background in system administration, ensuring smooth operation of IT infrastructure. Proven success in managing and maintaining servers, networks, and hardware, contributing to enhanced system reliability. Demonstrated expertise in troubleshooting complex technical issues and optimizing system performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

System Administrator

Puyenpa
01.2025 - Current
  • Provide comprehensive system administration services, including but not limited to Active Directory management, patch and update management, DNS management, profile management, operations management, database administration, Microsoft clustered administration, backup and restore operations, event management, and Storage Area Network application management.
  • Interface with the Information System Security Officer (ISSO) to ensure security concerns are monitored and resolved.
  • Perform various types of backup and restore operations for Active Directory, file servers, and Exchange servers. Manage a variety of various systems, including domain controllers, file servers, and Exchange servers.
  • Provide technical assistance to users with logon and messaging issues. Create/modify/remove accounts and folders while coordinating with the Bureau systems that interface with FAMS.
  • Successfully performed secure account management using Active Directory and assisted with troubleshooting and access issues.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.

Information Technology Specialist (Project Manager)

Federal Emergency Management Agency (FEMA)
07.2024 - 01.2025
  • Provide Tier I, Tier II, and Tier III support for IT incident management, including technical and communication assistance. Handle IMT activation and manage service provider interactions to ensure continuous support. Deliver first-line break-fix support to FEMA, state, and federal agency employees, resolving technology-related issues efficiently. Provide advanced visual technical support on Crestron systems.
  • Head technical administrative and project management activities for assigned projects. Ensure projects are aligned with deadlines and reestablish timelines. Oversee program coordination, data analysis, equipment tracking, and after-action reporting to ensure effective project execution.
  • Ensure adherence to Federal DHS, FEMA, and Mount Weather IT services policies, regulations, and directives. Conduct routine testing, quality assurance, and maintenance of work systems. Monitor and manage computers and servers, enhancing performance, performing configuration, and system maintenance as needed.
  • Provide technical guidance on IT-related issues, offering hands-on assistance with configurations and problem resolution. Coordinate with Logistics team for space, equipment, communications, and supplies.
  • Successfully managed 24/7 IT incident management, ensuring rapid response and resolution across multiple supporters.
  • Enhanced project execution through effective leadership, ensuring compliance with relevant policies and achieving project objectives.
  • Improved system reliability and performance through rigorous quality assurance and routine maintenance practices.
  • Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.

Assistant Field Desk Supervisor

ASD Global
01.2022 - 07.2024
  • Supervise 20 technical support agents overseeing daily operations, ensuring adherence to Help Desk procedures and policies. Coordinate with Chief Information Office (CIO) to establish and enforce Help Desk Service Level Agreements (SLAs), setting clear expectations and timeframes for issue resolution. Directed and managed desktop support agents in addressing tier 1 and 2 technical issues for over 1000 internal clients, maintaining high standards of customer service.
  • Collaborated with CIO to identify, develop, and implement end-user training programs aimed at enhancing computer literacy and self-sufficiency. Provided technical guidance and training to subordinate supervisors and staff, ensuring compliance with program and policy requirements.
  • Analyzed Help Desk performance and documented solution processes, identifying problems and developing solutions to enhance service quality and prevent recurring issues. Managed processing of incoming Help Desk calls and tickets, ensuring effective and courteous solution of end-user issues.
  • Coordinate technical vulnerability testing and network assessments to protect against unauthorized access to automation information systems. Author technical documentation to improve understanding and prevention of computer security incidents.
  • Successfully led team of desktop support agents to resolve high volume of technical issues ensuring exceptional service delivery.
  • Developed and implemented effective training programs that increased end-user computer literacy.
  • Enhanced Help Desk service quality by analyzing performance metrics and implementing strategic improvements.

Information Technology Specialist

Federal Emergency Management Agency (FEMA)
12.2022 - 04.2024
  • Applied network management tools and standards to conduct routine troubleshooting and maintenance of networked systems. Conducted analyses of network usage, user complaints, and traffic interruptions to identify and resolve issues. Monitored cable network performance to ensure connectivity and address issues affecting users.
  • Ensured data security, implementing encryption measures and access controls for sensitive information.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Used ticketing systems to manage and process support actions and requests.
  • Trained end-users on new software applications, increasing productivity across departments.
  • Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.

Emergency Management Specialist

Federal Emergency Management Agency (FEMA)
01.2017 - 12.2022
  • Deliver strategic support to disaster survivors by providing appropriate referrals to federal, state, local agencies, volunteer groups, and faith-based organizations. Ensure survivors understood disaster assistance programs and processes by maintaining clear and effective communication regarding their case status. Coordinate daily data analytics reports to support program mission alignment.
  • Conducted research and investigations for Preliminary Damage Assessment (PDA), aiding in assessment of disaster impact. Identified high-impact areas in catastrophe preparedness and recovery by improving business and management practices.
  • Cultivated and maintained robust relationships with state agencies, volunteer organizations, private sector partners, and federal agencies across various levels. Leveraged National Incident Management System (NIMS) to track applicant documents and information effectively.
  • Delivered proactive support for mass care operations, including conducting visits to damaged dwellings. Managed assigned project phases, ensuring efficient and effective execution through detailed case review and monitoring of schedules, deadlines, and benchmarks.
  • Evaluated efficiencies, issues, and provided recommendations for major administrative aspects of disaster recovery programs. Led assessments, inspections, and evaluation of disaster recovery processes, plans, and standard operating procedures. Advised senior leaders on disaster recovery strategies and partnership building with other Federal agencies and stakeholders.
  • Successfully implemented creative and innovative solutions to resolve complex recovery issues.
  • Developed comprehensive risk assessments to identify potential hazards and prioritize mitigation efforts.

Education

Master of Science - Cloud Systems Engineering

University of Maryland Global Campus
Adelphi, MD

Master of Science - Cyber Security

University of Maryland Global Campus
Adelphi, MD
12-2024

Bachelor of Science - Cyber Security

University of Maryland Global Campus
Adelphi, MD
12-2022

Bachelor of Science - Criminal Justice

University of Maryland Eastern Shore
Princess Anne, MD
05-2019

Skills

  • System configuration management
  • System maintenance
  • Incident response coordination
  • IT help desk coordination
  • IT infrastructure oversight
  • Data Analysis
  • Asset management
  • After-Action Reporting
  • Experienced with Microsoft Office applications
  • COTS and GOTS software expertise
  • End-user documentation
  • Cross-Functional Collaboration

Certification

  • Security+
  • CySA+
  • HDI Certification

QUALIFICATIONS

  • Proficient in performing routine testing, quality assurance, configuration, installation, and maintenance of networked systems for voice, data, and video transmission.
  • Strong background in software troubleshooting, including Windows 10/11, Microsoft Office, and various COTS and GOTS applications.
  • Skilled in managing Help Desk activities, providing leadership and guidance to technical support teams, and ensuring compliance with service level agreements.
  • Adept at coordinating technical vulnerabilities, testing network assessments, and security incident analysis.
  • Experienced in developing packaging and deployment plans and solutions, including user documentation and technical support.
  • Experienced in collaborating with cross-functional teams and leadership to resolve complex technical issues and achieve mission objectives.
  • Knowledgeable in IT infrastructure management, including server performance monitoring and network administration.
  • Demonstrated capability in translating technical information into clear actionable guidance for customers and stakeholders.

Timeline

System Administrator

Puyenpa
01.2025 - Current

Information Technology Specialist (Project Manager)

Federal Emergency Management Agency (FEMA)
07.2024 - 01.2025

Information Technology Specialist

Federal Emergency Management Agency (FEMA)
12.2022 - 04.2024

Assistant Field Desk Supervisor

ASD Global
01.2022 - 07.2024

Emergency Management Specialist

Federal Emergency Management Agency (FEMA)
01.2017 - 12.2022

Master of Science - Cloud Systems Engineering

University of Maryland Global Campus

Master of Science - Cyber Security

University of Maryland Global Campus

Bachelor of Science - Cyber Security

University of Maryland Global Campus

Bachelor of Science - Criminal Justice

University of Maryland Eastern Shore

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Alichea Crawford