Eli Ratliff
@eliratliff
I resolve enterprise IT incidents and strengthen identity, endpoint, and Windows infrastructure support.
United StatesWhat I'm looking for
At Leidos/Freedom Staffing, I manage enterprise incidents and service requests through Remedy ITSM while maintaining accurate ticketing, data capture, and ITIL-aligned reporting.
I troubleshoot account and access issues using Active Directory, Microsoft 365 Admin Center, and Intune, helping support secure identity management. I deliver a 72% first-call resolution rate while handling 20–30 customer interactions each day.
I diagnose software, hardware, and related technical issues with remote desktop services, scripts, and command prompt, documenting clear troubleshooting steps for customers and fellow technicians. I also partner with team leads to identify recurring issues and recommend process improvements that reduce risk and improve efficiency.
My systems and security administration training included designing and implementing a multi-domain environment with Windows Server 2016, Linux CentOS, Cisco networking equipment, Active Directory, Group Policy, Hyper-V, and disaster recovery planning. I bring CompTIA Security+, Network+, ITIL v4 Foundation, MTA certifications, and an active Secret Clearance.
Experience
Work history, roles, and key accomplishments
Sr. Enterprise Service Desk Analyst
Leidos / Freedom Staffing
Sep 2021 - Present (4 years 11 months)
Manage incidents and requests through Remedy ITSM, ensuring accurate ticketing and reporting in alignment with ITIL processes. Troubleshoot account and access issues using Active Directory, Microsoft 365 Admin Center, and Intune, contributing to secure identity management.
Volunteer
Kansas City Pet Project
Feb 2020 - Mar 2021 (1 year 1 month)
Assisted in saving over 10,000 animal lives each year through support of daily operations. Provided relief to stressed animals, cleaned up after animals, walked animals, and performed other tasks as needed.
Education
Degrees, certifications, and relevant coursework
Centriq Training
Certificate, Systems and Security Administration
2020 - 2021
Activities and societies: Worked as a team to design, build, and implement a multi-domain mock company using physical Windows Server 2016 and Linux CentOS servers, and Cisco switches and routers for the infrastructure. Managed and secured domains using Active Directory, Group Policy, and Permissions, and provided risk management solutions and disaster recovery planning.
Completed a Systems and Security Administrator program, focusing on network design, security, and administration.
University of Missouri - Kansas City
Bachelor of Science, Biology
2014 - 2018
Earned a Bachelor of Sciences degree with a major in Biology and a minor in Chemistry.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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