Brittani Moore
Bowie,MD
Summary
Dynamic IT professional with a proven track record at EmpowerAi in device deployment and hardware troubleshooting. Expert in configuring laptops and ensuring operational readiness, while delivering exceptional end-user support. Adept at utilizing ServiceNow for asset management and committed to enhancing customer satisfaction through effective communication and problem-solving skills.
Overview
1
1
Certification
2
2
years of professional experience
Work History
Express Hardware Technician
EmpowerAI
Alexandria, VA
04.2025 - Current
- Configure and prepare NIPR laptops for deployment to J6 supported customers by validating system settings, security configurations, BIOS settings, VPN connectivity, BitLocker encryption, and user-specific requirements.
- Install, configure, and validate Microsoft Outlook, Teams, OneDrive, digital certificates, and other enterprise applications to ensure devices are operational and ready for customer use.
- Perform functional testing, quality assurance checks, and troubleshooting of hardware, software, and peripheral issues to ensure successful device deployment.
- Coordinate customer appointments, device issuance activities, and end-user support to provide efficient service delivery and a positive customer experience.
- Ensure proper asset accountability by obtaining customer signatures on DD Form 1150 documentation prior to the issuance and transfer of government-furnished equipment.
- Utilize ServiceNow to document, track, and update customer service requests, deployment activities, and equipment status.
- Maintain accountability of IT assets through the Defense Property Accountability System (DPAS), supporting inventory tracking, equipment accountability, and asset management activities.
- Collaborate with technicians, service counter personnel, and support teams to fulfill customer requests, resolve technical issues, and support equipment shipping and distribution requirements.
DPAS Technician
EmpowerAI
03.2024 - 04.2025
- Processed and maintained accurate Defense Property Accountability System (DPAS) transactions to support property accountability, asset management, and inventory control requirements.
- Maintained DPAS SharePoint trackers and asset records by researching, updating, and validating inventory, transaction, and accountability information.
- Verified asset documentation and reconciled inventory records to ensure compliance with established property management procedures.
- Supported hardware fulfillment and asset management operations by validating inventory status, transaction data, and equipment accountability records.
- Coordinated APO-related communications, performed data entry activities, and generated reports to identify and resolve missing, incomplete, or inaccurate asset information.
- Collaborated with Express Hardware Technicians and team members on inventory initiatives, special projects, process improvements, and daily property management operations.
Desktop Support Technician
EmpowerAI
Alexandria, VA
02.2024 - 03.2024
- Generated, tracked, and managed help desk service requests for J6-supported customers involving hardware, software, account, and system-related issues.
- Provided Tier 1 technical support by documenting customer issues and ensuring timely resolution or escalation in accordance with established service procedures.
- Created, verified, modified, and removed user accounts while supporting password resets, account maintenance, and access management activities.
- Managed voicemail account administration, including PIN resets, user access modifications, and related customer support requests.
- Communicated service request status updates to customers, maintained accurate ticket documentation, and collaborated with support teams to resolve incidents and fulfill service requests.
Education
Associate of Science - Information Technology
Prince Georges Community College
Largo MD06.2023
Skills
- Device Deployment
- Laptop Configuration
- Hardware & Software Troubleshooting
- End-User Support
- Teams
- OneDrive
Certification
Security+
Secret Security Clearance
Timeline
Express Hardware Technician
EmpowerAI
04.2025 - Current
DPAS Technician
EmpowerAI
03.2024 - 04.2025
Desktop Support Technician
EmpowerAI
02.2024 - 03.2024
Associate of Science - Information Technology
Prince Georges Community College