Associate-Workplace Services - COFORGE - Charleston WV
(2026-03 - 2026-04)
- Delivered telephone support for health care customer
- Entered call details into the Service Now ticket system
IT Specialist - PERTON - Charleston WV
(2023-02 - 2025-11)
Provided Tier 2 and Tier 3 IT user support onsite and remotely for the TSA Hub Airport and six (6) Spoke Airports across West Virginia. Maintained IT and communications infrastructure for the Hub and Spoke Airports, troubleshooting and resolving complex user support issues.
- Documented all IT responses and issues within the Remedy Ticketing System, consistently achieving or surpassing required Service Level Agreement (SLA) goals.
- Applied federal help desk operations, TSA IT policies, and procedures as directed by Headquarters.
- Functioned as the technical resource coordinator, IT Project Coordinator, and IT Optimization lead for the Hub Airport and Spoke Airports.
- Delivered immediate support to field executives and other senior on-site staff.
- Resolved issues or provided assistance to on-site technicians and/or the Single Point of Contact (SPOC) as necessary.
- Executed other duties, including but not limited to, preventative maintenance of IT assets; assisting OIT staff with data calls; special projects; and local field support for OIT programs and projects.
- Traveled to West Virginia Spoke Airports to resolve IT support issues. Offered occasional after-hours support as required.
RNOS (Remote Nationwide Operations Support) IT Specialist for the N.E. Region - CACI - Charleston WV
(2020-01 - 2023-02)
- Authored over 200 knowledge-based 'How to' articles, contributing valuable content to the RNOS Knowledge base.
- Earned the CSRA Certificate of Outstanding Achievement for significant contributions to the ITIP Program.
- Recognized as CACI EUSD Employee of the Month for September 2022 due to exceptional performance on the I.M.P.A.C.T Contract.
- Regarded as a Subject Matter Expert (SME) for Duress Alarm Systems at several TSA Airport sites, advising numerous IT Specialists outside the N.E. Region on related topics.
- Coordinated the dispatch of N.E. Region IT Specialists and third-party technicians to approximately 65 spoke sites.
- Provided onsite technical support and guidance to dispatched IT Specialists while they were operating in the field.
- Provided Tier 3 support to end-users at N.E. Region spokes for Remedy tickets assigned by fellow N.E. Region IT Specialists.
- Served as an ad hoc IT Specialist for seven TSA Airport sites in the State of Virginia, beyond the immediate Washington D.C./Chantilly VA area.
- Conducted extensive travel over the past two years in support of these sites.
- Accomplished all of the above while continuously providing assistance to TSA employees at seven TSA Airport sites in West Virginia from Charleston, WV.
IT Specialist - OBSIDIAN INTERNATIONAL - Charleston WV
(2016-10 - 2019-12)
Delivered onsite and remote IT support for the TSA Hub Airport and six Spoke Airports in West Virginia. Maintained IT and communications infrastructure for the Hub and Spoke Airports, troubleshooting and resolving IT support issues.
- Documented all IT responses and issues within the Remedy Ticketing System, consistently meeting or exceeding required SLA goals.
- Consistently met or exceeded all requisite SLA goals.
- Monitored, implemented, and administered TSA IT policies and procedures as directed by Headquarters.
- Coordinated technical resources and led IT projects at the Hub Airport and Spoke Airports while supporting federal IT operations.
- Provided immediate support to field executives and onsite senior staff.
- Resolved issues and offered assistance to onsite technicians and/or the SPOC as required.
- Executed additional duties, including but not limited to preventative maintenance of IT assets, assisting OIT staff with data inquiries, special projects, and local field support for OIT programs.
- Traveled to the West Virginia Spoke Airports to troubleshoot and resolve IT support issues.
- Offered occasional after-hours support as necessary
Field Operations Associate - ADECCO - Austin TX
(2016-05 - 2016-09)
Engaged as a Field Operations Associate with Google in Austin, TX.
- Executed responsibilities for testing and deploying technologies for the Google Maps Project.
Deployment Specialist - KFORCE TECHNOLOGY - Austin TX
(2016-01 - 2016-02)
Delivered contract support for a desktop refresh project for the State of Texas Health and Human Services Commission.
