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.
