Mid Application Network / Telco Support Specialist Electrosoft Services Inc., - Washington, DC February 2022 – Present
- Provide end-to-end technical support across host, application, and database environments for 10,000+ FAA users, including Tier 1/2 helpdesk and telecom support.
- Lead proactive system maintenance initiatives, reducing critical outages by 40% and improving system reliability.
- Manage deployment and upgrades of ColdFusion and .NET applications, ensuring optimal performance, security compliance, and RMF/STIG adherence.
- Conduct SQL and application log analysis to perform root cause investigations, resolving recurring errors 30% faster.
- Utilize ServiceNow, JIRA, and FRAMES to streamline ticket tracking, incident management, and workflow efficiency.
- Maintain PIV/CAC issuance, GSA badging, fingerprinting/crossmatch, and HSPD-12 authentication processes for secure access management.
- Coordinate FAA telecommunications infrastructure projects, including modernization of legacy systems and DevSecOps initiatives.
- Collaborate with development, cybersecurity, and infrastructure teams to enhance system security and operational efficiency.
- Author technical documentation, disaster recovery procedures, and deliver executive briefings and reporting to FAA stakeholders.
IT / PIV Support Specialist Electrosoft Services Inc., - Washington, DC February 2020 – February 2022
- Conduct identity proofing and verification of applicant documentation in compliance with federal guidelines, issuing and managing PIV credentials with biometric verification and secure delivery.
- Provide Windows troubleshooting and Tier 1/2 helpdesk support, assisting with password resets, ITS requests, and PIV-related issues (crossmatch/fingerprint, eQip/eApp, and CAC/CAK cards for FAA personnel.
- Maintain applicant records in IMS and CMS systems and process GSA facility access badging.
- Support deployment of IT infrastructure projects, including workstation installations, networking equipment, and storage systems.
- Collaborate with engineers and developers to resolve technical issues, track support requests, and maintain SOP documentation for credentialing and access processes.
- Utilize JIRA to manage and track application support tickets, ensuring timely resolution and operational continuity.
- Ensure IAM and access management compliance with federal security policies, HSPD-12, and RMF guidelines.
Intake Specialist / Work Coordinator Protection Strategies Inc — Washington, DC July 2019 – January 2020
- Managed background investigation intake processes for federal contractors.
- Coordinated security clearance verification and eligibility checks.
- Prepared investigative requests using PIPS and JPAS systems.
- Assigned adjudicators and e-QIP specialists for suitability and clearance investigations.
- Developed the Contractor Reinvestigation Standard Operating Procedure.
- Maintained contractor clearance records within federal security databases.
- Performed PIV issuance functions including sponsor, registrar, and issuer roles.
- Provided access control administration and security system training.
Personnel Security Assistant U.S. Mint Department of Treasury - Washington, DC June – September 2017
- Processed and reviewed personnel security documentation for employees, contractors, and applicants to ensure compliance with federal security clearance requirements.
- Assisted in conducting background investigations, fingerprint processing, and security clearance verifications in accordance with federal regulations and agency policies.
- Maintained confidential personnel security records and ensured proper handling of sensitive and classified information.
- Utilized federal security systems to track investigation status, clearance eligibility, and adjudication processes.
- Coordinated with investigators, HR personnel, and management to resolve issues related to background checks and clearance documentation.
- Verified identity documents and processed security forms such as SF-85, SF-86, and related clearance documentation.
- Provided administrative and operational support for the personnel security program, ensuring timely processing of cases and compliance with government standards.
- Responded to internal inquiries regarding personnel security procedures and clearance status updates.
Marketing Analyst SpaceOut VR Inc., - Troy, NY January – May 2017
- Analyzed digital marketing campaign performance across social media, paid advertising, and online gaming communities to support player acquisition for VR gaming experiences.
- Monitored and reported key Key Performance Indicators (KPIs) including Customer Acquisition Cost (CAC), Return on Ad Spend (ROAS), Lifetime Value (LTV), player retention rate, engagement rate, and conversion rate to measure campaign success.
- Built and maintained dashboards and automated reports using Excel, Google Analytics, Tableau, and SQL to track marketing performance and communicate insights to stakeholders.
- Conducted market research and competitor analysis within the virtual reality and gaming industry to identify trends, audience behavior, and growth opportunities.
- Segmented customer and player audiences to improve targeting strategies and increase engagement with VR gaming products.
- Collaborated with marketing, product, and development teams to support promotional campaigns, product updates, and VR gaming events.
- Performed A/B testing on advertisements, landing pages, and campaign messaging to improve click-through rates and conversions.
- Analyzed player acquisition funnels and recommended data-driven optimizations to improve installs, session activity, and long-term player retention.
Personnel Security Assistant (Intern) U.S. Mint Department of Treasury - Washington, DC June – August 2015 & 2016
- Processed and reviewed personnel security documentation for employees, contractors, and applicants to ensure compliance with federal security clearance requirements.
- Assisted in conducting background investigations, fingerprint processing, and security clearance verifications in accordance with federal regulations and agency policies.
- Maintained confidential personnel security records and ensured proper handling of sensitive and classified information.
- Utilized federal security systems to track investigation status, clearance eligibility, and adjudication processes.
- Coordinated with investigators, HR personnel, and management to resolve issues related to background checks and clearance documentation.
- Verified identity documents and processed security forms such as SF-85, SF-86, and related clearance documentation.
- Provided administrative and operational support for the personnel security program, ensuring timely processing of cases and compliance with government standards.
- Responded to internal inquiries regarding personnel security procedures and clearance status updates.
Physical Security Specialist (Intern) Internal Revenue Service (IRS) Department of Treasury - Washington, DC June – August 2013 & 2014
- Assisted in supporting the physical security program for federal facilities, ensuring compliance with agency security policies and federal regulations.
- Conducted security assessments and inspections of office spaces, entry points, and controlled areas to identify potential vulnerabilities.
- Supported the monitoring and maintenance of access control systems, security badges, and visitor management procedures.
- Assisted with incident reporting and documentation related to security events, facility access issues, and safety concerns.
- Collaborated with security personnel and facility management to implement security procedures and improve building safety measures.
- Reviewed and maintained physical security documentation including access logs, visitor records, and security compliance reports.
- Helped coordinate security awareness efforts and communicated procedures related to building access and emergency protocols.
Banking Specialist (Intern) Bank of America - Washington, DC October 2011 – June 2012
- Assisted banking staff with daily branch operations including customer service, account inquiries, and transaction support.
- Provided support to clients with account setup, balance inquiries, and basic financial service requests while ensuring compliance with bank policies.
- Processed and verified financial documents and customer information to maintain accurate banking records.
- Observed and supported processes related to consumer banking products, including checking accounts, savings accounts, and credit services.
- Assisted in resolving customer issues by coordinating with team members to ensure timely and effective service.
- Maintained confidentiality and security of sensitive financial and customer data in accordance with banking regulations.
- Supported administrative and operational tasks such as document filing, record maintenance, and transaction documentation.
Law Clerk / Administrative Assistant (Intern) Department of Corrections - Washington, DC June – August 2009
- Supported legal and administrative operations by assisting with document preparation, case file organization, and record management.
- Conducted legal research and case review under supervision to support attorneys and administrative staff.
- Drafted correspondence, memos, and reports related to departmental policies, inmate records, and court proceedings.
- Maintained confidential and sensitive information in compliance with federal, state, and departmental regulations.
- Assisted in scheduling, filing, and tracking administrative tasks to ensure efficient office operations.
- Collaborated with staff to streamline workflow, improve record-keeping processes, and support compliance audits.
- Assisted with preparation of hearings, documentation, and internal communications for legal and administrative proceedings.
