Carrie Jensen
Sterling,VA
Summary
Enterprise IT Support Specialist with over 20 years of experience delivering Tier 1 and Tier 2 technical support within secure enterprise and government environments. Bachelor of Science in Cybersecurity with CompTIA Security+, CompTIA A+, ITIL 4 Foundations, and ISC2 Certified in Cybersecurity (CC). Demonstrated expertise supporting Windows enterprise systems, Microsoft 365, Active Directory, mobile device deployments, collaboration platforms, telephony infrastructure, and point-of-sale systems. Proven ability to troubleshoot complex hardware, software, and connectivity issues across wired and wireless environments, document work thoroughly within ITSM systems, and escalate appropriately to Network, Security, Platform, and Application teams. Recognized for professionalism, process adherence, and customer-focused service delivery aligned with Fairfax County operational standards.
Overview
22
22
years of professional experience
1
1
Certification
Work History
IT Helpdesk Assistant
Fairfax County Park Authority
Fairfax, VA, US
02.2024 - Current
- Provide Tier 1/2 support for desktops, laptops, mobile devices, desk phones, and enterprise applications across 20+ facilities. Manage ServiceNow and Web Help Desk ticket queues, including intake, prioritization, troubleshooting, documentation, and customer follow-up.
- Perform PC lifecycle tasks: imaging, deployment, replacement, decommissioning, and secure hard drive destruction. Support Microsoft Teams phone and desk phone functionality Assists VTC team with troubleshooting.
- Collaborates with team members to resolve IT issues promptly, ensuring minimal downtime and improving service restoration efficiency. Communicates effectively with AIMS teams to set up iPads for Open Gov deployment across various departments in the Fairfax County Park Authority.
- Coordinates with Youth Services to ensure iPhone configuration and documentation for camp deployments. Performs imaging and reconfiguration of PCs and laptops to enhance performance and usability. Manages Help Desk tickets in ITSM, including user account creation, modifications for transfers, and deactivations.
- Provides desk-side support and utilizes a remote desktop tool to deliver technical assistance across diverse FCPA departments, ensuring seamless daily operations for effective end-user device management. Utilizes Active Directory to configure user accounts and manage access permissions effectively.
- Provides remote troubleshooting and timely assistance to end-users for technical issues. Maintains inventory and ensures adequate stock levels of essential IT equipment and supplies. Configures user accounts in specialized systems, including Recreation Dynamics and G1 Golf software.
- Completes delegated tasks from IT managers to support FCPA and inter-agency collaboration. Demonstrates proficiency in Microsoft Windows 10/11 and Microsoft 365, supporting desktop environments and user functionality. Provides hardware and software support for PCs, telecommunications equipment, and network devices.
- Deploys and configures PCs and ancillary equipment throughout FCPA sites for end-user use. Installs, configures, upgrades, and troubleshoots Recreation Dynamics point-of-sale hardware and software, including credit card payment terminals, cash drawers, barcode scanners, receipt printers, and hubs.
- Responds promptly to user requests and supplies one-on-one training in all technical areas. Evaluates and resolves Level 1 network and telecommunications issues to ensure consistent service for internal and external Park Authority customers.
- Logs and tracks technical issues accurately, maintaining detailed documentation in ITSM (IT ticketing system). Partners with vendors to coordinate network operations and deployment, including the installation of hardware such as routers, switches, and data ports.
- Provides guidance, communicates effectively, and resolves issues to enhance customer service. Identifies and resolves hardware, software, and connectivity issues while translating technical terms for non-technical users to enhance the end-user experience.
- Supports the Program Manager in identifying discrepancies between billing and inventory in Web Help Desk to reduce agency costs. Troubleshoots and supports G1 point-of-sale systems to ensure operational continuity and consistent revenue collection.
- Assisted in establishing a computer lab by performing cable termination, routing equipment installation, and configuring lab imaging stations to include labeling and documenting cables Coordinates special projects, including data and voice Install, configure, and troubleshoot Windows 11 systems, Microsoft O365 applications, and enterprise business applications.
- Troubleshoot wired/wireless connectivity issues including IP conflicts, authentication failures, VPN issues, and LAN interruptions. Deploy and configure iPhones/iPads with standardized profiles, security settings, and documentation.
- Maintain asset inventory, track equipment, and support lifecycle replacement planning. Escalate complex issues to Tier 3, Network, Security, Platform, and Application teams. Identified and drafted SOPs, job aids, and troubleshooting guides, improving service efficiency and reducing repeat incidents by 30%.
- Provide professional customer service and user training to improve agency-wide technology adoption. Resolved 1,200+ ServiceNow/Web Help Desk tickets annually with 95%+ satisfaction. Performed 300+ PC lifecycle tasks including imaging, deployment, and secure data destruction.
- Supported 200+ mobile devices (iPhones/iPads) with standardized configurations. Reduced ticket backlog by 40% through improved triage and documentation. Conducted ongoing analysis of Teams and telephony systems to identify any potential issue areas as early as possible.
- Performed mitigation activities and user training resulting in increasing reliability by 20%. Supported $500K+ in IT assets through accurate tracking and lifecycle management.
Radiologic Technologist
Fairfax Radiology Consultants
Fairfax, VA, US
04.2019 - 04.2023
- Provided written and verbal guidance to patients, achieving a 20% increase in customer satisfaction and a 15% boost in patient retention rates.
- Addressed patient dissatisfaction by adopting empathetic communication methods, achieving a 93% satisfaction rate and significantly enhancing patient experience metrics.
- Met with the challenge of ensuring accurate patient diagnosis in a fast-paced healthcare environment, collaborated with diverse medical professionals, resulting in a 25% improvement in diagnostic accuracy and 30% faster treatment decisions.
- Identified gaps in new technologist skill sets, provided targeted mentorship and supervision, leading to a 35% increase in job performance metrics and client satisfaction scores.
- Responded to procedural inaccuracies by implementing rigorous quality checks and staff training, yielding an 80% error reduction and boosting procedural integrity in diagnostic operations.
- Overcame compliance challenges with infection control standards, enhanced organizational practices, leading to a work environment that exceeded industry benchmarks by 20% and improved patient safety.
- Identified and provided targeted technical support across multiple imaging rooms, resulting in a 35% reduction in downtime and improved workflow continuity.
- Addressed frequent data management inaccuracies by leveraging clinic information systems, resulting in a 95% improvement in record precision and fortified security standards.
- Undertook initiatives to enhance radiologic procedural efficacy, culminating in higher satisfaction scores by 20% and improved patient turnaround times by 15%.
- Addressed exam concerns during radiologic procedures by refining communication and education techniques, resulting in a 25% reduction in misunderstandings and an exceptional patient experience.
Radiologic Technologist
INOVA Fairfax Hospital
Falls Church, VA, US
09.2004 - 04.2019
- Radiologic Technologist; weekend shift lead technologist https://www.inova.org/locations/inova-fairfax-medical-campus Performed radiographic imaging during trauma activations, mass casualty events, and time-critical emergency procedures requiring rapid system reliability and workflow efficiency.
- Operated and supported digital radiography systems integrated with PACS and Radiology Information Systems (RIS), ensuring accurate image acquisition, transmission, and archival in a large hospital network environment.
- Conducted first-level technical troubleshooting of imaging hardware and software, including resolving connectivity failures, image processing errors, workstation freezes, and system latency issues.
- Coordinated with hospital IT services and imaging equipment vendors during system outages, upgrades, and emergency downtime events to restore mission-critical functionality.
- Implemented downtime procedures during PACS or network disruptions to maintain continuity of diagnostic services in trauma and critical care settings.
- Ensured HIPAA compliance and secure handling of protected health information (PHI) within enterprise imaging and electronic medical record systems.
- Participated in hospital emergency preparedness drills and disaster response exercises, supporting operational readiness of imaging technology during large-scale emergency scenarios.
- Assisted in onboarding and training radiologic technologists on imaging systems, software workflows, and emergency response protocols.
- Collaborated with multidisciplinary teams, including trauma surgeons, emergency physicians, nurses, and IT staff, to ensure seamless integration of imaging technology into critical care operations.
- Maintained operational readiness of mobile radiography equipment supporting bedside imaging in ICU, ER, and trauma bays.
Education
Bachelor of Science - Cyber Security
Southern New Hampshire University
Manchester, NH05-2023
Skills
- Tier 1 & Tier 2 Enterprise Support
- IT Service Management (ServiceNow / Web Help Desk)
- Windows 10/11 & Microsoft 365 Administration
- Active Directory & Role-Based Access Control
- Mobile Device Deployment (iPad / iPhone)
- PC Lifecycle & Hardware Refresh Programs
- Secure Device Decommissioning & Asset Tracking
- LAN/WAN & Wireless Troubleshooting
- Level 1 Network & Telecommunications Support
- POS System Support (Recreation Dynamics & G1 Golf)
- ITIL Incident & Change Management
- End-User Training & Technical Documentation
Certification
- CompTIA Security+
- CompTIA A+
- ITIL 4 Foundations
- ISC2 Certified in Cybersecurity (CC)
Timeline
IT Helpdesk Assistant
Fairfax County Park Authority
02.2024 - Current
Radiologic Technologist
Fairfax Radiology Consultants
04.2019 - 04.2023
Radiologic Technologist
INOVA Fairfax Hospital
09.2004 - 04.2019
Bachelor of Science - Cyber Security
Southern New Hampshire University