Open to opportunities

Suzette Lawson

@suzettelawson

Message

Field Support Engineer resolving end-user incidents and securing enterprise systems across servers and networks.

United States

Message

What I'm looking for

I’m looking for a role where I can run Tier II/III end-user support, secure account access, and troubleshoot server/network incidents while keeping backups, documentation, and IT asset inventory consistently under control.

I’ve supported desktop and end-user infrastructure as a Field Support Engineer at AccelGov/Koniag/YTech for the National Archives, handling account administration, incident resolution, and local server, rack, and cabling maintenance across supported sites. I monitor local servers and UPS systems, complete and document backups, and track inventory changes through the full hardware and software lifecycle.

Before that, I worked at NTTData for USAID and the Executive Offices of the President, resolving 75+ tickets per week with Active Directory and ServiceNow while supporting Office 365/Microsoft Office, Imaging/SCCM, and BitLocker encryption. I also served as a Systems Analyst for MAX.gov—identifying bugs, improving usability, writing technical documentation, and contributing training content using Jira Service Desk.

Experience

Work history, roles, and key accomplishments

Field Support Engineer (Tier II/Tier 3 Hybrid)

AccelGov /Koniag/ YTech / National Archives Records Admin

Dec 2021 - Apr 2025 (3 years 4 months)

Performed account administration, end-user support, and IT asset management. Maintained local servers and infrastructure, resolved technical incidents, and provided after-hours support.

Active Directory Account Administration Desktop Support IT Asset Management Incident resolution

Field Service Technician (Desktop Support)

NTTData / USAID / Executive Offices of the President

May 2015 - Nov 2021 (6 years 6 months)

Provided technical and administrative support resolving over 75 tickets per week. Used Active Directory for user management and supported Office 365, imaging, and encryption.

Active Directory Office 365 SCCM Bitlocker ServiceNow Remote Security Authentication

Systems Analyst

NTTData / USAID / Executive Offices of the President

Analyzed systems and applications for MAX.gov, identified technical issues, and proposed usability improvements. Developed training content and served as expert in MAX Application and JIRA.

Jira Max Application Technical Documentation