Résumé

Neil Mascarenhas

Poulsbo, WA · [email protected] · neilm7.com · linkedin.com/in/neilmasc

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Summary

IT Professional with an active TS/SCI clearance, CompTIA Security+ certification, and 6+ years of experience across DoW enterprise networks, campus IT services, and field electronics systems. Skilled in account and endpoint administration, network diagnostics, and high-volume ticket resolution across classified and unclassified environments, with a consistent record of exceeding SLA targets.

Work Experience

NAVSEA Warfare Centers (NSWC/NUWC)

Keyport, WA
IT Support AnalystOctober 2025 – Present
  • Administered Active Directory across multiple domains, provisioning and managing user accounts over various domains for classified networks.
  • Resolved Cisco Secure Endpoint compliance violations and utilized Cisco ISE and SolarWinds for network access control, authentication issues, and network diagnostics, escalating network-level concerns to the tier 3 network team.
  • Maintained Trellix products, performing manual installations and configurations, resolving endpoint protection violations, and escalating issues to the HBSS team.
  • Managed trouble tickets via ServiceNow and JIRA across classified and unclassified DoW networks, providing technical support via remote desktop, in-person, and phone channels while maintaining security protocols.
  • Handled more than 100 tickets weekly, including incidents and account provisioning requests, consistently meeting or exceeding SLA response and resolution targets.
  • Identified Software Center deployment failures and application installation errors, collaborating with the server support team on compatibility issues.
  • Executed device reimaging and OS deployment for enterprise endpoints, performing baseline configurations and security hardening per DoW standards.

U.S. Army

Teaneck, NJ
Computer Detective Systems RepairerNovember 2019 – October 2025
  • Supported commercial off-the-shelf (COTS) detection systems, resolving hardware failures, software conflicts, and system misconfigurations.
  • Conducted advanced diagnostic testing and root cause analysis on NVG optics, VSAT transceivers, fiber networks, and detection subsystems using specialized test equipment and methodologies.
  • Installed and configured network racks, ran and terminated ethernet cabling, and performed switching and routing troubleshooting to establish connectivity.
  • Calibrated and maintained specialized detection and surveillance equipment, ensuring operational readiness across deployed units.
  • Provided technical support and training to team members and units on the operation and troubleshooting of electronic systems.
  • Documented maintenance actions, parts usage, and equipment status in accordance with Army logistics and readiness reporting standards.
  • Performed field repairs on detection equipment in austere operational environments.

Rutgers New Brunswick Computing Services

New Brunswick, NJ
OIT Lab ConsultantSeptember 2021 – May 2025
  • Provided comprehensive technical support to 50,000+ students, faculty, and staff across multiple campuses, resolving hardware, software, network, and peripheral device issues.
  • Managed and prioritized 50+ support requests weekly via ServiceNow ticketing system, achieving 95%+ first-contact resolution rate and improving user satisfaction metrics.
  • Performed end-user device provisioning, imaging, and configuration for new equipment deployments across campus labs; maintained inventory tracking.
  • Identified and documented recurring technical issues, providing detailed feedback to improve knowledge base and reduce repeat support tickets.

Internships

High Tech High School

Secaucus, NJ
Information Technology ConsultantJune 2019 – September 2019
  • Led the full-scale relocation of technology infrastructure to a new state-of-the-art high school, managing the setup and integration of computers, network switches, and advanced equipment ahead of opening day.
  • Deployed and configured VoIP telephone systems across key departments, delivering seamless, facility-wide communication infrastructure.
  • Built out secure wired and wireless network connectivity across the entire facility and provided on-site technical support throughout the transition.

County Prep High School

Jersey City, NJ
Information Technology System TechnicianJune 2018 – August 2018
  • Performed preventative maintenance and hardware diagnostics across the school's device fleet, including disk cleanup and software updates.
  • Provisioned and configured Chromebooks with device management policies to support classroom deployment.
  • Upgraded operating systems and resolved software compatibility issues across school devices.
  • Supported classroom technology, including interactive displays and audio/visual equipment, ensuring reliable day-to-day instructional delivery.

Education

Rutgers University

New Brunswick, NJ
Bachelor's Degree
  • Bachelor's degree in Information Technology and Informatics with a focus on cybersecurity, emphasizing threat analysis, risk management, and the implementation of security protocols.

Certifications

  • CompTIA Security+

Technical Skills

  • ServiceNow
  • JIRA
  • Active Directory
  • Windows Server
  • Cisco ISE
  • Trellix
  • Cisco Secure Endpoint
  • SolarWinds
  • Software Center
  • Windows Desktop Deployment & Imaging
  • TCP/IP
  • DNS/DHCP
  • Ticketing & SLA Management
  • Microsoft 365
  • Microsoft Excel
  • Power BI
  • R Studio
  • Python
  • PowerShell
  • VPN
  • VoIP
  • Network Cabling & Switching