Information Technology Specialist at Internal Revenue Service (2022-01 – Present)
Series: 2210 - Grade: 12. Hours per week: 40
- Provided IT and cybersecurity support for enterprise computing environments, resolving technical issues involving systems, access, infrastructure, and security requirements.
- Supported federal IT operations by coordinating with technical teams, stakeholders, and users to assess requirements, troubleshoot issues, and maintain operational continuity.
- Conducted security assessments, risk analysis, and technical reviews aligned with FISMA, OMB A-130, NIST guidance, and agency procedures.
- Documented technical procedures, security guidance, system updates, and user-facing instructions to support consistent IT operations.
- Participated in implementation and testing of IT projects, including security enhancements, system updates, and process improvements.
- Communicated technical findings and recommendations to both technical and non-technical stakeholders.
- Supported service management workflows using tools such as ServiceNow, including tracking, documenting, and resolving IT issues.
- Helped improve IT processes by identifying recurring issues, evaluating alternatives, and recommending practical solutions.
Director of Web Technologies at PMI Austin Chapter (2022-06 – Present)
Hours per week: 40
- Led website technology support and security hardening efforts for PMI Austin Chapter.
- Coordinated with marketing and chapter leadership to gather requirements, resolve website issues, and improve user experience.
- Managed technical updates, troubleshooting, documentation, and stakeholder communication for the chapter website.
Information Technology Support Coordinator at National Forest Foundation (2016-03 – 2021-12)
Hours per week: 40. This position was remote.
- Responded to service desk tickets and provided solutions for reported customer problems, and provided technical and practical support to users at all levels of experience with personal computers (PC's), networking, and telecommunications.
- Triage and resolved all Tier 1 & 2 support requests and escalated higher-level requests appropriately.
- Identified, troubleshot, and resolved hardware and software problems; performed problem escalation if required.
- Support included instructing, troubleshooting, and devising efficient solutions to accomplish tasks with a wide range of computer and telecommunication applications throughout the park and field areas.
- Monitored internal ticketing system notifications for proactive response and communication.
- Assisted with service desk projects, completed tasks, and ensured they are completed on time and to specifications
- Troubleshot and provided support for all end-user issues: mobile, desktop, audio/video, peripherals, etc.
- Prepared desks for new employees and assisted as needed with equipment moves.
- Created how-to guides and maintained documentation, re-purposed and refurbished equipment for future employee use.
