Open to opportunities

LaTaura Scroggins

@lataurascroggins

Senior IT Support Specialist improving reliability, compliance, and customer satisfaction through technology operations.

United States

Message

What I'm looking for

I’m looking for a remote IT Support/Systems Administration role where I can drive operational excellence through service excellence, strong cybersecurity/compliance, and continuous improvement using ServiceNow and cloud platforms.

I’m a results-driven IT Support and Technology Operations Specialist with 8+ years of progressive experience across help desk operations, system administration, cloud computing, and cybersecurity compliance. I’m known for improving IT efficiency by 30%, reducing downtime by 25%, and supporting 5,000+ end-users in high-demand corporate and government environments.

At the FDIC, I deliver executive-level IT and administrative support while maintaining strict confidentiality and service quality. I use ServiceNow ITSM to track, escalate, and resolve 200+ tickets monthly, improve examiner satisfaction by 15%, reduce ticket backlog by 20%, and mitigate data access risks with zero security breaches.

Previously at GDIT and Capital One, I resolved 95% of requests on first contact, improved SLA compliance by 30% through root cause analysis, and boosted end-user self-service adoption by 18%. I also lead onboarding and training, document incidents to ITIL standards, and strengthen systems by identifying and patching vulnerabilities.

Experience

Work history, roles, and key accomplishments

Current

Executive Support Specialist

Current

Federal Deposit Insurance Corporation

Nov 2023 - Present (2 years 5 months)

Provided executive-level IT and administrative support for FDIC examiners, improving operational efficiency 25% and maintaining 100% compliance with confidentiality while managing 500+ case files. Used ServiceNow to resolve 200+ tickets monthly and supported multi-agency meetings, improving examiner satisfaction 15% with zero security breaches.

ServiceNow ITSM Incident Management Executive Support FDIC Confidentiality Compliance SLA Management

Computer Operator III

General Dynamics Information Technology

May 2021 - Nov 2023 (2 years 6 months)

Delivered remote and onsite technical support, resolving 95% of requests on first contact while handling 1,200+ tickets monthly. Improved ITIL-aligned ticket closure SLA compliance 30% and reduced high-priority downtime 15%, while automating recurring issues to save 10 hours weekly.

Remote Technical Support Network Troubleshooting Ticketing & SLA Compliance Root Cause Analysis

Senior Coordinator IT Specialist

Capital One

Mar 2019 - Apr 2021 (2 years 1 month)

Supported 1,000+ employees' Windows and Mac workstations, achieving 98% uptime and resolving 95% of help desk issues within SLA. Streamlined ticketing workflows to cut resolution time 20%, delivered onboarding for 200+ new hires annually, and improved cybersecurity audit scores 12% while reducing security incidents 30%.

Help Desk Network Troubleshooting Onboarding Compliance Audits Vulnerability Management

IT Support Specialist

General Dynamics Information Technology

Jun 2015 - Mar 2019 (3 years 9 months)

Managed 500+ support tickets weekly, exceeding SLA compliance 25% and reducing repeat issues 18%. Improved incident reporting accuracy 30% and reduced average ticket resolution time from 3 days to 1.5 days, supporting migrations for 3,000+ users and partnering with security to reduce vulnerabilities 20%.

Service Desk Support SLA Incident Reports User Training