La Toya Caldwell

Experience

• 

  United States Army

  Nov 2008 - Sept 2017

  • Monitored, reported, and analyzed real-time security alerts, investigating incidents to ensure compliance with DoD policies and maintaining the integrity of computer systems.• Conducted quarterly access audits and enforced safe computing practices, educating users on security procedures and addressing violations to prevent recurrence and strengthen organizational cybersecurity.• Supervised and performed unit-level maintenance on communications equipment valued at over $1,000,000, ensuring operational readiness and adherence to maintenance standards.• Utilized BIT/BITE diagnostics to identify and isolate system faults, resolving technical issues at the Line Replaceable Unit level to minimize downtime and maintain optimal system performance. Show less • Directed a team in installing, maintaining, and troubleshooting advanced network and communication systems,ensuring consistent, high-quality operational support for military operations.• Spearheaded the development of a training program that increased account processing efficiency from 70% to 95%,enhancing mission readiness.• Managed accountability and serviceability for communication equipment valued at over $4 million, maintaining100% operational reliability.• Published brigade-wide procedures for satellite network access, streamlining communication processes and reducingsetup time for ground terminals. Show less • Monitored and implemented security protocols for safeguarding sensitive network systems, achieving zerobreaches during tenure.• Provided technical guidance and troubleshooting for automation systems supporting the Brigade SupportBattalion, ensuring operational excellence.• Responded promptly to security incidents, mitigating threats and reinforcing cybersecurity measures to protectmission-critical infrastructure.• Conducted risk assessments and audits to enforce compliance with Department of Defense (DoD) standards Show less • Led a six-member team in deploying, installing, and maintaining satellite transportable terminals, ensuring seamlesscommand post communications in dynamic operational environments.• Managed and operated equipment worth over $1 million, ensuring optimal functionality and readiness.• Trained team members on advanced troubleshooting techniques for network hardware and software, fostering ahighly capable technical workforce.• Prepared and executed communication operation plans, maintaining uninterrupted network infrastructure duringmissions. Show less

  • System Administrator

    Oct 2015 - Sept 2017

  • Network Operations Transmission Systems Operations Manager

    Apr 2014 - Oct 2015

  • Information Assurance Security Officer

    Mar 2013 - Apr 2014

  • Satellite Transportable Terminal Team Operator/Chief

    Nov 2008 - Mar 2013
• 

  Amazon Web Services

  Jul 2017 - Feb 2019

  • Applied advanced monitoring and troubleshooting techniques to diagnose and resolve complex technical issues, leveraging cutting-edge Amazon Web Services (AWS) technologies to deliver tailored solutions aligned with customer needs.• Collaborated directly with global IT leaders and AWS engineering teams, reproducing and resolving customer-reported issues while ensuring seamless communication and timely resolution during critical events.• Provided actionable feedback to internal AWS teams, identifying opportunities for service improvements, enhancing platform performance, and optimizing customer experiences.• Managed customer communications during high-stakes incidents, acting as a trusted advisor and ensuring clients received clear, empathetic guidance to maintain trust and satisfaction in AWS services. Show less • Mastered and applied advanced troubleshooting techniques to identify and resolve technical challenges, delivering unique, customer-focused solutions using innovative AWS technologies.• Collaborated with Subject Matter Experts in cloud technologies, gaining in-depth knowledge and hands-on experience with AWS services to enhance problem-solving capabilities and customer satisfaction.• Partnered with AWS architects to reproduce and resolve customer-reported issues, ensuring accurate diagnosis and timely implementation of effective solutions.• Led customer communication during critical incidents, providing clear and proactive updates to maintain confidence and foster strong relationships with clients. Show less

  • Cloud Support Associate

    Oct 2018 - Feb 2019

  • Cloud Support Associate - Apprentice

    Jul 2017 - Oct 2018
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  Capital One

  Feb 2019 - May 2019

  Senior Production Support Specialist

  • Managed critical production environments by monitoring, diagnosing, and resolving system issues for Capital One's financial applications, ensuring 24/7 uptime and adherence to SLAs for transaction processing and customer-facing platforms.• Led incident response efforts, conducting root cause analysis and implementing long-term fixes to minimize system disruptions, reduce recurrence, and enhance operational stability across high-priority applications.• Collaborated with cross-functional teams, including development, infrastructure, and security, to deploy updates, address performance bottlenecks, and optimize system functionality to meet business requirements.• Developed and maintained comprehensive technical documentation, including playbooks, troubleshooting guides, and operational workflows, to support team readiness and streamline resolution processes during high-impact events. Show less

• 

  Microsoft

  Jun 2019 - now

  • Orchestrated and executed comprehensive customer success strategies for high-profile clients including Walmart, Ahold Delhaize USA, Pilot Travel Centers, and Dollar General, ensuring seamless program delivery and exceeding client satisfaction metrics.• Managed multimillion-dollar account portfolios by aligning customer goals with strategic initiatives, driving cross-functional collaboration, and delivering measurable results in program efficiency and ROI.• Led end-to-end program management efforts, overseeing project timelines, resource allocation, and performance tracking to achieve critical milestones and enhance service delivery for retail and travel industry leaders.• Built and maintained strong client relationships, conducting regular business reviews, providing actionable insights, and advocating for client needs to optimize long-term partnerships and growth opportunities. Show less • Oversaw strategic account management for enterprise clients, collaborating with organizations to align Microsoft solutions with their business objectives, ensuring seamless adoption of cloud services, software, and platforms such as Azure, Microsoft 365, and Dynamics 365.• Led cross-functional project teams to implement tailored customer success strategies, managing program roadmaps, resource allocation, and performance tracking to drive value realization and achieve customer satisfaction goals.• Conducted in-depth business reviews and technical workshops, delivering actionable insights and recommendations to optimize system performance, enhance user adoption, and address emerging client needs.• Developed and maintained trusted relationships with C-suite stakeholders, acting as a key advisor to promote digital transformation, increase solution utilization, and drive retention and expansion opportunities across assigned accounts. Show less • Delivered on-site and remote technical support and expertise to enterprise clients, providing proactive and reactive assistance to troubleshoot and resolve complex issues across Microsoft products and services, including Azure, Windows Server, and Microsoft 365.• Led comprehensive technical workshops and training sessions, empowering client IT teams with the knowledge and skills needed to optimize Microsoft solutions and enhance operational efficiency.• Collaborated closely with client stakeholders to assess technical environments, identify areas for improvement, and implement tailored best practices to ensure system reliability, scalability, and security.• Authored detailed technical documentation and reports, including root cause analyses, performance assessments, and recommendations, ensuring clients could maintain high-quality IT operations and reduce downtime. Show less

  • Senior Customer Success Account Manager

    Mar 2022 - now

  • Customer Success Account Manager

    Mar 2020 - Mar 2022

  • Premier Field Engineer

    Jun 2019 - Mar 2020