KAYLA SANTIAGO
California
Summary
Dynamic IT professional with extensive experience at the United States Navy, excelling in cybersecurity and network administration. Proven track record in enhancing service desk operations and implementing robust security measures. Skilled in Active Directory and hardware troubleshooting, with a strong ability to communicate effectively and drive process improvements.
Overview
9
9
years of professional experience
Work History
Project Coordination & Service Desk Support
Avplm
04.2024 - Current
- Coordinate and manage service requests and incidents for AvPLM (Aviation Product Lifecycle Management), a database platform supporting critical government systems, including aircraft, military platforms, and presidential helicopters, ensuring timely resolution and proper escalation aligned with organizational priorities.
- Serve as a primary point of contact for stakeholders and government customers, providing updates, managing expectations, and ensuring clear communication across teams.
- Assist in coordinating technical projects, prioritizing tasks, and balancing multiple objectives in a fast-paced, high-demand environment.
- Tracked and monitored service desk tickets and workflows, identified trends, and recommended process improvements to enhance efficiency and address recurring issues.
- Collaborated with cross-functional teams to resolve system and operational issues, ensuring compliance and high standards of accuracy in DoD product logistics systems.
- Documented workflows, incident resolutions, and lessons learned to enhance organizational knowledge and facilitate continuous improvement initiatives.
- Aviation Product Lifecycle Management service desk, a database platform supporting critical government systems, including aircraft, military platforms, and presidential helicopters.
Point of Contact (POC)
NMCI
10.2023 - 04.2024
- Provided NMCI computer, peripheral, and network troubleshooting support for enterprise users.
- Coordinated wireless LAN setups, infrastructure management, port tracking, and hardware/software procurement to ensure seamless network operations.
- Submitted Move/Add/Change (MAC) requests and managed seat allocations for personnel.
- Maintained accurate data in government IT systems and generated reports on delivery completeness to support operational transparency.
- Utilized Active Directory, NAVAIR NHDSM Help Desk Ticketing System, NMCI Enterprise Tool, and Service Manager.
- Delivered technical support for Microsoft Office 365, Teams, SharePoint, and enterprise collaboration platforms to enhance user collaboration.
Network Administrator
United States Navy
01.2020 - 11.2023
- Managed and maintained six network enclaves including NIPR, SIPR, SECREL, and TS/SCI systems.
- Installed, configured, and maintained Cisco servers and Windows-based systems.
- Configured and maintained VMware, Active Directory, Exchange servers, and firewall systems.
- Monitored event and performance logs, assessed system growth, and executed server updates and backups to ensure system reliability.
- Configured Cisco VoIP and VoSIP systems, enhancing communication efficiency across command infrastructure.
- Provided C4I systems support for USS Benfold (DDG-65) and allied units supporting mission operations.
- Mentored team members and supervised network maintenance operations, fostering technical skill development and operational readiness.
Information Systems Security Officer (ISSO)
United States Navy
07.2017 - 11.2023
- Managed information security across classified networks including NIPR, SIPR, TS/SCI, and Secret Releasable systems.
- Ensured compliance with DoD and Navy cybersecurity policies and frameworks, enhancing overall security posture.
- Conducted security incident investigations and implemented corrective actions.
- Supported certification and accreditation activities, facilitating operational system authorization and readiness.
- Provided cybersecurity recommendations, strengthening secure system architecture and optimizing network implementation.
Cybersecurity Workforce Support
United States Navy
01.2021 - 01.2022
- Coordinated cybersecurity operations for $3.1B USS Benfold (DDG-65), enhancing overall security posture.
- Facilitated certification and accreditation for multiple classified network systems, ensuring compliance with regulatory standards.
- Implemented updated security procedures in accordance with DoD and 10th Fleet requirements.
- Assisted in the installation and deployment of the Consolidated Afloat Networks and Enterprise Services (CANES).
- Executed incident tracking, coordinated remediation efforts, and generated security reports to enhance incident response capabilities.
Education
JCC (C) - Joint Communications Center operations
School
Virginia Beach, VA12-2020
Information Systems Technician (A) -
School
Pensacola, FL02-2018
Skills
- IT Project Coordination
- Help desk operations
- Ticketing systems management
- Virtual Support
- Network Support
- Active Directory Administration
- Exchange Server Management
- Windows Server & Windows OS
- Microsoft Office 365
- SharePoint
- Teams
- IT Compliance
- Hardware troubleshooting
- Asset management
- NMCI Enterprise Tools & Service Manager
Security Clearance
TS/SCI
Timeline
Project Coordination & Service Desk Support
Avplm
04.2024 - Current
Point of Contact (POC)
NMCI
10.2023 - 04.2024
Cybersecurity Workforce Support
United States Navy
01.2021 - 01.2022
Network Administrator
United States Navy
01.2020 - 11.2023
Information Systems Security Officer (ISSO)
United States Navy
07.2017 - 11.2023
JCC (C) - Joint Communications Center operations
School
Information Systems Technician (A) -
School