IT Support Technician (Contract) - KFORCE – CLIENT: HUMANA - Remote / DFW
(2025-11 - 2026-02)
Provided enterprise-level remote and onsite IT support for healthcare employees within a regulated HIPAA environment. Resolved escalated hardware, software, VPN, and account access issues while maintaining compliance with organizational security standards. Supported endpoint provisioning, device troubleshooting, user account administration, and remote workforce support. Collaborated with internal IT teams to maintain operational continuity and improve end-user productivity.
Supported
Athena and ECW healthcare applications along with YubiKey authentication and secure access technologies.
Field Support Technician / Desktop Engineer - GLOBAL MEDICAL RESPONSE - Herndon, VA & Washington, DC
(2019-08 - 2025-03)
- Provided Tier III supports 500+ enterprise users, including executives, pilots, EMT personnel, and remote field employees across multiple operational sites.
- Installed, configured, and maintained Windows workstations, mobile devices, enterprise software, and endpoint systems to ensure maximum uptime and performance.
- Troubleshot and resolved complex LAN/WAN, VPN, and network connectivity issues, reducing recurring tickets by 30%.
- Led firmware upgrades, software deployments, patch management initiatives, and IT asset tracking across multiple field locations.
- Conducted IT audits and enforced security compliance standards to strengthen endpoint security and operational readiness.
- Integrated and managed Cisco Meraki wireless solutions and Palo Alto firewalls to support secure enterprise connectivity.
- Installed and configured emergency communication infrastructure supporting pilots, EMT personnel, and emergency response operations.
- Configured, secured, and deployed Sonim rugged mobile devices for mission-critical communications.
- Performed provisioning, firmware updates, remote device management, and troubleshooting in high-pressure operational environments.
- Collaborated with vendors, project managers, and cross-functional teams to resolve escalated incidents and minimize downtime.
Desktop Engineer - SPECIALIST ON CALL (SOC) - Reston, VA
(2017-08 - 2019-08)
- Managed Active Directory user accounts, password resets, access permissions, and Group Policy support.
- Performed enterprise system imaging, workstation deployment, software installation, and patch management.
- Supported remote users by troubleshooting VPN connectivity, Office 365 issues, Group Policy errors, and endpoint performance problems.
- Monitored and resolved IT incidents using Oasis ticketing systems while maintaining 100% SLA compliance.
- Supported data center operations and updated technical SOP documentation.
- Configured and maintained macOS environments while ensuring compliance with company security standards.
- Documented Root Cause Analysis (RCA) reports to improve troubleshooting procedures and reduce recurring incidents.
Junior Security Analyst (Contracted through Apex Systems) - INOVA HEALTH SYSTEM - Sterling, VA
(2017-03 - 2017-08)
- Managed secure account provisioning and access control using RSA SecurID technologies.
- Supported Active Directory account management and user access governance aligned with HIPAA compliance standards.
- Assisted with the development and maintenance of security policies, procedures, and compliance documentation.
- Improved documentation workflows and user request tracking to enhance operational efficiency and audit readiness.
- Supported identity management initiatives and cybersecurity operations within a healthcare enterprise environment.
Junior Systems Analyst (Contracted through Sysazzle LLC) - COMMODITY FUTURES TRADING COMMISSION (CFTC) - Washington, DC
(2016-07 - 2017-02)
- Delivered Level II enterprise support for 300+ federal government users.
- Supported Windows operating system upgrades, malware remediation, SCCM deployments, and Active Directory account administration.
- Resolved hardware, software, and network connectivity issues to maintain high system uptime and operational continuity.
- Produced technical documentation and user support materials that improved helpdesk response efficiency by 25%.
- Supported federal IT operations within a government-regulated environment.
Information Technology Field Support / Junior Systems Analyst - ATLANTA PUBLIC SCHOOLS - Atlanta, GA
(2015-05 - 2016-06)
- Supported over 1,000 Windows PCs, iPads, and MacBooks across multiple campuses.
- Configured Cisco switches and resolved wired and wireless networking issues to improve connectivity reliability.
- Installed and supported Apple iOS applications and classroom technology equipment.
- Performed proactive system maintenance, antivirus updates, and patch management to improve system security and uptime.
Desktop Engineer (Contracted through Techni-Core) - RADIANCE TECHNOLOGIES - Huntsville, AL
(2014-08 - 2015-05)
- Maintained enterprise desktop and server environments through imaging, driver configuration, software deployment, and hardware troubleshooting.
- Assisted with LAN/WAN infrastructure upgrades and enterprise backup procedures.
- Managed Windows 8 user accounts, email configurations, and endpoint support.
- Enforced data security protocols and assisted with enterprise technology modernization efforts.
Audio-Visual Information Technology Technician – Supervisor & Trainer - INNOVATIVE MEDIA & MASLOW MEDIA GROUP - Washington, DC Metro Area
(2012-01 - 2014-01)
- Led AV and IT installation teams supporting government and enterprise clients.
- Installed and integrated servers, networking equipment, collaboration platforms, and AV systems.
- Provided frontline IT support and assisted with Active Directory administration during enterprise upgrades.
- Trained staff and technicians on enterprise technology systems and operational procedures.
