Freddie L. Bailey Jr.
Cordova,TN
Summary
Strategic and service-focused IT Support Analyst with 20+ years of experience in technical support, systems management, and user training—delivering reliable help desk services, troubleshooting hardware/software, and maintaining secure IT environments. Proven success supporting over 1,200 users, modifying user accounts, managing Active Directory and Microsoft 365, and resolving incidents via ServiceNow and similar platforms. Adept at supporting instructional and administrative technologies, educating users on cybersecurity and best practices, and collaborating with cross-functional teams to ensure operational continuity.
Overview
16
16
years of professional experience
1
1
Certification
Work History
JROTC Instructor
Memphis City Schools
08.2024 - Current
- Developed and implemented leadership training programs for cadets to enhance personal growth and discipline.
- Coordinated drills and physical fitness activities, promoting teamwork and resilience among participants.
- Mentored students in military history, citizenship, and ethics, fostering a sense of responsibility and civic duty.
- Evaluated student performance regularly to provide constructive feedback and support academic achievement.
- Collaborated with school administration to integrate JROTC objectives into broader educational goals effectively.
- Cultivated a positive learning environment that encouraged mutual respect among all participants regardless of gender, race or background differences.
Senior Advisor / Project Lead
United States Army
06.2022 - 07.2024
- Delivered daily technical support across departments, resolving user issues and maintaining system functionality.
- Presented operational briefings and data analysis to enhance user support processes and IT performance.
- Maintained compliance with cybersecurity protocols and documentation procedures aligned with FERPA and IA standards.
- Led strategic initiatives to enhance operational readiness and resource allocation.
- Analyzed complex data sets to inform decision-making and improve mission outcomes.
- Coordinated cross-functional teams to execute high-stakes projects, ensuring alignment with organizational goals.
Senior IT Support Analyst / Project Coordinator
United States Army
12.2018 - 06.2022
- Managed over 1,200 end-user support requests through ServiceNow, improving issue resolution by 40%.
- Reset passwords, modified user access rights in Active Directory and Office 365, and assisted with role-based permissions.
- Oversaw classroom and office IT systems, including projectors, smartboards, printers, and mobile devices.
- Provided guidance to users on IT best practices, cybersecurity awareness, and software tools.
- Led troubleshooting efforts for complex IT issues, ensuring rapid resolution and minimal downtime.
- Managed installation and configuration of hardware and software systems to meet mission requirements.
- Coordinated cross-functional teams to address critical technical challenges in high-pressure environments.
- Analyzed system performance data to identify trends, recommending proactive solutions for improvement.
- Implemented security protocols across IT infrastructure, safeguarding sensitive information from threats.
Senior IT Support Analyst
United States Army
10.2015 - 12.2018
- Administered software patches, system updates, and device maintenance across secure network environments.
- Used monitoring tools and logs to detect and escalate system performance alerts.
- Managed asset tracking, configuration updates, and user onboarding support documentation.
- Led troubleshooting efforts for complex IT issues, enhancing system reliability and user satisfaction.
- Mentored junior technicians, fostering skill development and knowledge sharing within the team.
- Conducted root cause analysis on recurring technical problems, driving long-term solutions and process enhancements.
- Developed training materials for end-users, increasing adoption rates and reducing support requests.
Army Instructor / Technical Trainer
United States Army
04.2013 - 10.2015
- Trained 30+ users monthly on safe and effective use of IT tools and protocols.
- Delivered technical instruction and developed evaluation tools to measure knowledge retention.
System Administrator / Telecommunication Analyst
United States Army
08.2009 - 04.2013
- Supported IT infrastructure for 5+ units, ensuring zero equipment loss and 100% uptime for voice and data systems.
- Maintained and configured VoIP systems, performed hardware checks, and enforced system security compliance.
Education
Associate of Arts -
Tennessee College of Applied Technology
Memphis, TN07.2026
Master of Curriculum and Instruction -
Western Governors University
Salt Lake City, UT07.2026
Bachelor of Arts - Business Management
Columbia Southern University
Orange Beach, AL05.2014
Skills
- Help Desk & Ticketing Systems (ServiceNow)
- User Account Management (Active Directory, Microsoft 365)
- Hardware/Software Troubleshooting
- Classroom Technology (Projectors, Smartboards, Printers)
- Device Maintenance & Updates
- Customer Support & Training
- Cybersecurity & Data Privacy (FERPA, IA, STIGs)
- Network Monitoring & System Alerts
- Technical Documentation & Reporting
- VOIP SharePoint PowerSchool Windows OS Remote Support Tools
- Team coaching
Certification
- A+, Network +, and Security + (Currently enrolled in an IT Certification program with TCAT)
- Equal Opportunity (EO) & Equal Employment Opportunity (EEO)
- Sexual Assault Response Coordinator
- U.S. Army Leadership Courses (Advanced, Senior, Master)
Timeline
JROTC Instructor
Memphis City Schools
08.2024 - Current
Senior Advisor / Project Lead
United States Army
06.2022 - 07.2024
Senior IT Support Analyst / Project Coordinator
United States Army
12.2018 - 06.2022
Senior IT Support Analyst
United States Army
10.2015 - 12.2018
Army Instructor / Technical Trainer
United States Army
04.2013 - 10.2015
System Administrator / Telecommunication Analyst
United States Army
08.2009 - 04.2013
Associate of Arts -
Tennessee College of Applied Technology
Master of Curriculum and Instruction -
Western Governors University
Bachelor of Arts - Business Management
Columbia Southern University
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