AV / VTC Technician - Defense Security Cooperation Agency - Crystal City, VA
(2025-01 - 2025-08)
Maintain and troubleshoot a wide variety of VTC equipment, including cameras, microphones, audio and video playback, recording, and duplication devices.
- Work through and complete assigned tickets in a timely manner.
- Conduct routine operational tests and fault isolation on AV/VTC systems and equipment.
- Reserve, schedule, and set up audiovisual equipment as required for events and functions.
- Perform regular preventative maintenance inspections of AV/VTC equipment.
- Set up and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires, and cables to meet customer requirements.
- Integrate customer devices with conference room equipment, monitor sound feeds to ensure quality, test and resolve equipment issues, and maintain equipment inventory.
- Coordinate requirements with customers and distant end, using appropriate software to update reservations database.
- Coordinate and schedule ATC & VTC bridge connection requests and send connection detail information to customers, as well as perform connection testing with far-site participants.
ServiceNow Admin / Developer | ITSM - Transportation Security Administration (TSA) - Remote
(2023-01 - 2024-07)
Configured & administered TSA's ServiceNow ITSM instance, migrating IT asset, hardware, and service catalog data and governing asset lifecycle tracking for an estimated 18,000+ endpoints supporting the agency's 65,000-person, 440-airport workforce.
- Configured and maintained a customized Service Portal, service catalog, and catalog items that cut average request-fulfillment time by an estimated 25% and reduced misrouted tickets by streamlining incident, request, and knowledge management workflows.
- Managed user account provisioning, group configurations, roles, and Access Control Lists (ACLs), cutting new-hire and contractor access setup from an estimated 2-3 business days to under 4 hours while tightening least-privilege access controls.
- Partnered directly with TSA stakeholders using Agile ceremonies to capture and trace requirements, reducing rework and shortening the requirements-to-deployment cycle for new ITSM configurations.
- Built custom reports, dashboards, and KPIs alongside business rules and REST/email/MID Server integrations that gave leadership real-time operational visibility and eliminated recurring manual status reporting.
- Executed instance upgrades and patch releases with zero unplanned downtime, coordinating clone-backs and regression testing to keep the platform on Now Platform's supported release cadence and audit-compliant for a federal security agency.
ServiceNow Admin / Developer | ITOM - Defense Finance and Accounting Service (DFAS) - Remote
(2022-05 - 2023-01)
Selected as one of two ServiceNow consultants on DFAS's enterprise ITOM rollout, configuring & administering Discovery, Service Mapping, Event Management, CMDB, and MID Servers to deliver accurate, near-real-time CMDB health and visibility for enterprise architects and cyber teams.
- Integrated ServiceNow with Microsoft Azure, SCCM, Forescout, and Power BI, closing data gaps between asset discovery and configuration management and cutting manual reconciliation effort by an estimated 15+ hours per week across a 12,000-employee finance and accounting enterprise.
- Administered platform configuration and change management within an Agile framework, participating in peer reviews that reduced post-release defects and improved upgrade and patch predictability.
- Resolved production incidents and cleared enhancement backlogs through hands-on platform administration and configuration fixes, shortening resolution times and reducing repeat tickets for mission-critical finance operations.
- Authored configuration guides and knowledge management articles that shortened new-team-member ramp-up time and reduced dependency on tribal knowledge for platform support.
- Evaluated emerging ServiceNow ITOM capabilities and recommended platform enhancements, informing roadmap decisions for automation, CMDB accuracy, and operational visibility.
ServiceNow Admin / Developer | ITAM & ITSM - Defense Healthcare Management Systems (DHMS) - Remote
(2021-03 - 2022-05)
Led a team of 5 administrators/developers configuring enterprise ServiceNow ITSM/ITAM solutions for DHMS, automating manual business processes and improving service delivery across the program.
- Configured an automated employee onboarding workflow (Flow Designer, Business Rules, Client Scripts, UI Actions, Service Portal/Catalog, custom tables) that cut onboarding processing time by an estimated 40% and removed 3+ manual handoff steps for a program supporting 200,000+ MHS GENESIS end users.
- Partnered with enterprise architects, functional analysts, PMs, and cybersecurity stakeholders on CMDB governance and asset lifecycle initiatives, improving data accuracy for downstream integrations.
- Owned full-lifecycle platform administration — configuration through upgrades and patch management — while adhering to Agile and secure development standards, supporting consistent platform stability for a healthcare-critical DoD program.
- Triaged incidents and performed root-cause analysis on production defects through incident and problem management, improving system availability and reducing repeat-incident volume.
- Maintained ITSM/ITAM modules supporting asset lifecycle tracking, license compliance, and cybersecurity initiatives, recommending platform enhancements that improved automation and operational efficiency program-wide.
Help Desk Analyst / VTC Technician - United States Army Corps of Engineers (USACE) - Washington, DC
(2019-03 - 2021-03)
Delivered Tier I/II support across secure NIPRNet and SIPRNet environments, resolving hardware, software, networking, VPN, and application issues while sustaining uptime for mission-critical, classified operations.
- Administered MobileIron and AirWatch MDM platforms with Microsoft 365/Okta integration, provisioning and securing devices for a distributed workforce while maintaining compliance across deployments.
- Managed end-to-end device lifecycle — refreshes, replacements, international carrier logistics — for domestic and overseas personnel, keeping deployed teams equipped without service interruption.
- Installed and supported classified and unclassified AV/VTC systems for point-to-point and multi-point communications, enabling reliable cross-site collaboration for leadership and mission teams.
Help Desk Analyst - Joint Chiefs of Staff (J6) - Pentagon, VA
(2017-12 - 2019-03)
Resolved Tier I/II hardware, software, OS, network, VPN, email, and mobile issues across an enterprise Windows environment, sustaining high system availability and end-user productivity.
- Administered Windows workstations, printers, Cisco VoIP phones, and mobile fleets via MobileIron MDM with Microsoft 365/Okta SSO integration, keeping the environment patched and audit-ready.
- Directed mobile and asset lifecycle support — carrier administration, international provisioning, inventory, logistics — for a global user base, reducing device downtime for remote employees.
Help Desk Analyst - DoD Office of General Counsel (OGC) - Pentagon, VA
(2015-07 - 2017-12)
Provided Tier I/II support to DoD OGC personnel — including Navy, Air Force, Marine Corps, and VIP users — maintaining Windows 7/10 workstations, servers, mobile devices, and enterprise applications for a high-visibility legal organization.
- Administered enterprise endpoint infrastructure (desktops, printers, Avaya VoIP/PBX, Microsoft 365 services), keeping systems patched and operational for continuous legal and administrative operations.
- Managed MobileIron MDM device provisioning and Microsoft 365/Okta SSO integrations, resolving connectivity, email, VPN, and application-access issues to minimize downtime for senior DoD personnel.
