Sylvia Cooksey
IT Support Specialist Iii @SAIC
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WORK HISTORY
IT Support Specialist Iii @SAIC
US
Within this role, I support Defense CounterIntelligence and Security Agency Service Desk. I maintain secure and efficient enterprise operations through managing Active Directory accounts for users, computers, and printers. During this tenure, I ensure data security and recovery readiness by overseeing BitLocker encryption management and key recovery processes. Support onboarding and training of new support staff to build a knowledge base and ticketing best practices. Delivered rapid resolution by supporting complex challenges across Windows 10 / 11, Microsoft 365, and proprietary applications. Addressed user access and application issues by providing first-line support for DCSA Agency / external customers and troubleshooting Microsoft 365, Adobe, and internal systems.
SKILLS
ABOUT SYLVIA COOKSEY
With over six years at SAIC, I specialize in delivering secure, efficient IT support for federal agencies, ensuring operational continuity and compliance. My expertise includes managing Active Directory accounts, implementing BitLocker encryption, and troubleshooting complex issues across Microsoft 365 and proprietary applications. By streamlining ticketing processes and maintaining system integrity, I contribute to seamless user access and robust data security. At SAIC, I support cross-functional teams by onboarding and training new staff, fostering a collaborative and high-performing service desk environment. My commitment to safeguarding sensitive data and resolving incidents aligns with mission-critical operations for clients such as the Defense Counterintelligence and Security Agency.
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