WORK EXPERIENCE
Iron Bow Technologies - SoldierPoint Digital Health
Service Desk Technician (Remote) | Apr 2023 – Present | Herndon, VA
- Deliver IT support for the Department of Veterans Affairs ensuring seamless user experience.
- Accommodate wide-ranging customer experience levels by adjusting technical support strategies.
- Utilize AirWatch MDM software to effectively manage over 150,000 VA-loaned iPads dedicated to telehealth services and VA applications.
- Provide remote troubleshooting through configuring applications, email, remote lock, and wipe capabilities.
- Conduct thorough hardware and software troubleshooting across multiple platforms, including iOS, Android, Mac OS, and Windows machines.
- Initiate, update, and close customer tickets in the ServiceNow ticketing portal, ensuring adherence to defined ticket compliance requirements.
- Manage user setup and troubleshooting of endpoint devices while providing end-user training for video conferencing platform and application.
Inova Health System
Laboratory Technician 2 | June 2021 – Mar 2023 | Gainesville, VA
- Supported 7 medical providers in delivering efficient diagnostic services by managing laboratory workflows and technology.
Donor Specialist | Mar 2020 – May 2021 | Sterling, VA
- Ensured high-quality, error-free blood collection while maximizing donor contributions and maintaining excellent donor care and communication.