James Liddell

Highly experienced IT Specialist with 8+ years supporting federal agencies including the FBI, DTRA, DISA, and U.S. Army. Skilled in enterprise IT support, unified communications, VTC systems, Active Directory administration, hardware/software troubleshooting, and secure network operations. Proven ability to resolve complex technical issues, support classified/unclassified environments, and deliver high-quality customer service in fast-paced, mission-critical settings.

AV/VTC Technician - Defense Health Agency (DHA) - Fort Belvoir, VA

(2025-01)

• Managed, configured, and performed break/fix maintenance on deskside and conference VTC systems.
• Upgraded and modified VTC endpoint software.
• Configured VTC codecs to meet baseline configuration standards.
• Developed job aids and instructional manuals for end-users.
• Maintained ticket tracking and updates via ServiceNow.
• Troubleshoot VTC Networking configuration faults.
• Install / replace failed audio video system components
• AMX, Extron, and Crestron AV system hardware fault identification
• Schedule AV systems support for hospital-wide event functions
• Conduct regular room-checks for high visibility system continuous use

IT Specialist - Federal Bureau of Investigation (FBI) - Stafford, VA

(2023-02 - 2025-01)

• Perform all levels of IT support from routine installations to complex technical tasks under limited guidance.
• Install desktops, laptops, peripherals, and software across networked, standalone, classified, and unclassified environments.
• Diagnose, research, and resolve hardware and software failures for desktops and portable systems.
• Provide end-user guidance and training on hardware/software usage.
• Assign and troubleshoot RSA access tokens for secure authentication.
• Prepare weekly and monthly progress/status reports for team leads.
• Deliver remote technical support to geographically dispersed users.
• Add, remove, and unlock users/systems in Active Directory.
• Utilize ticketing systems to open, update, and close service tickets in a timely manner.
• Analyze customer service requests and provide prompt technical solutions.
• Install and test system software to ensure proper functionality.
• Locate and remove vulnerable "Crowdstrike" system software restoring proper system functionality
• Install and provision agency mobile phones for required functionality and information security
• Image / reimage FBI digital systems according to required baseline image configuration

Unified Communications Technician - Defense Threat Reduction Agency (DTRA) - Lorton, VA

(2022-05 - 2023-02)

• Administer and maintain Cisco/Tandberg and Polycom VTC endpoints.
• Manage Cisco Multipoint Control Unit (MCU) operations.
• Build ad hoc point-to-point and multipoint telecommunications sessions.
• Configure VTC codecs to meet baseline configuration requirements.
• Ensure system configurations comply with Security Technical Implementation Guide (STIG) standards.
• Integrate VTC codecs into Cisco Telepresence Management Systems (TMS).
• Create job aids and instructional manuals enabling users to operate VTC systems independently.
• Track and update trouble tickets using Remedy.
• Upgrade and modify VTC endpoint software.
• Conduct customer training for VTC system usage.
• Operate VTC systems via Activu Software Suite.
• Troubleshoot cabling and configuration faults.

AV/VTC Technician - Defense Information Systems Agency (DISA) - Falls Church, VA

(2018-12 - 2022-05)

• Managed, configured, and performed break/fix maintenance on deskside and conference VTC systems.
• Administered and maintained Cisco/Tandberg and Polycom endpoints.
• Managed Cisco MCU operations and multipoint conferencing.
• Upgraded and modified VTC endpoint software.
• Built ad hoc point-to-point and multipoint telecommunications sessions.
• Configured VTC codecs to meet baseline standards.
• Integrated VTC systems into Cisco TMS.
• Developed job aids and instructional manuals for end-users.
• Maintained ticket tracking and updates using Remedy.
• Troubleshoot VTC Networking configuration faults.
• Install / replace failed audio video system components
• AMX, Extron, and Crestron AV system hardware fault identification
• Maintain VTC endpoint management software environment via system purging and naming convention standard

IT Support Specialist - U.S. Army - 35th Signal Brigade - Augusta, GA

(2016-12 - 2018-12)

• Managed, planned, coordinated, installed, and maintained communications and automated systems supporting brigade operations.
• Ensured availability of communications, computers, and data systems to meet mission requirements.
• Performed re-imaging and updates of NIPR systems.
• Delegated trouble ticket handling to junior personnel.
• Re-imaged network systems and performed system upgrades.
• Created and troubleshot network cables to resolve system/network faults.
• Upgraded system RAM based on customer requirements.

Technical Certificate - Cybersecurity - George Washington University

Bachelor's Degree - Jackson State University (2022-01)