Robotics
Sydney James
IT Specialist
Washington,DC
Summary
IT Specialist with experience in federal and private-sector tech support, specializing in account management, software updates, and system troubleshooting. Familiar with SCCM, AD, and remote tools. Always open to learning new technologies and improving user experience.
Overview
6
6
years of professional experience
Work History
IT Specialist
Department of Transportation
06.2024 - Current
- Deliver Tier 1–2 help desk support for federal employees, ensuring timely resolution of hardware, software, and network-related issues.
- Image, configure, and deploy systems; coordinate with Infrastructure for SCCM patch rollouts and system updates.
- Manage Active Directory user accounts, including SAM account updates and role assignments.
- Provide secure access support by issuing temporary credentials during PIV lockouts and coordinating with Security for resolution.
- Conduct software and system troubleshooting using remote tools including RDP and Dameware.
- Maintain high standards of service delivery while supporting compliance with federal IT policies and procedures.
Technical Operations Specialist
Oracle
02.2022 - 06.2024
- Provide on-site technical support for end-user hardware, networking, and software requirements.
- Perform troubleshooting and maintenance for various devices, including desktops, thin clients, laptops, and network systems, while also managing application software.
- Utilize knowledge-based resources to diagnose and resolve issues across all stages of desktop and telecom support, including installation, upgrades, and software management.
- Manage user accounts and resolve issues within Microsoft 365 applications, including Teams, as well as address Active Directory user account concerns.
Honors Intern
Federal Bureau of Investigation, FBI
06.2019 - 01.2022
- Monitored and Maintained operating system updates to machines.
- Redesigned SharePoint master page and other page layouts.
- Assisted the IT administrators in configuring devices and set up workstations for employees.
- Assisted agents and operating support technicians in case documents, and subpoenas
Education
Master of Science - Digital Forensic
Champlain College
Vermont 12.2025
Dual Degree: B.S. IT & B.A. International Studies -
University of South Alabama
Mobile, AL12-2021
Skills
Systems & Tools: Active Directory, Microsoft 365, SCCM, RDP, Dameware, SharePoint, Windows OS, Thin Clients
Communication & Management: Customer Service, Team Collaboration, Interpersonal Skills, Project Support
Security & Compliance: PIV Credential Management, SAM Account Management, Temporary Credential Issuance
Support Services: Help Desk Operations, Hardware/Software Troubleshooting, Imaging & Deployment, Remote Support, User Onboarding
Interests
API Language Models
Languages
Reading
Languages
Korean
Elementary
Certification
Sec+
Timeline
IT Specialist
Department of Transportation
06.2024 - Current
Technical Operations Specialist
Oracle
02.2022 - 06.2024
Honors Intern
Federal Bureau of Investigation, FBI
06.2019 - 01.2022
Master of Science - Digital Forensic
Champlain College
Dual Degree: B.S. IT & B.A. International Studies -
University of South Alabama
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