DMI (Digital Management, LLC)

Data Engineer

• Monitor, integrate, replicate, notify, analyze, tune, troubleshoot, report on, and provide production support for databases
• Perform SQL Server software upgrades, service packs, and version updates, including testing and patching-strategy evaluation
• Coordinate with functional DBAs on database operations, hardware architecture, and security
• Create primary database storage structures, database objects, and migration scripts
• Design database architecture and maintain performance and tuning
• Optimize database performance, security, and user access
• Coordinate storage allocation and forecast space requirements
• Identify long-running queries and blocking transactions
• Schedule, automate, execute, and monitor jobs and system performance
• Perform capacity planning
• Modify database structures
• Provide database application support across production, testing, staging, and other instances
• Develop backup and recovery procedures
• Establish security roles, database access rights, and controls

Program Manager

• Serve as the primary liaison between DMI and the government client
• Report program performance and delivery status to the COR and executive leadership on a regular cadence
• Lead project initiation and planning across all active task orders
• Translate business and technical requirements into implementation plans with defined schedules and milestones
• Manage contractor resources and labor across all task orders
• Assign work based on skill and availability
• Forecast burn rate and monitor budget consumption
• Oversee daily execution and deliverable quality
• Ensure submissions meet contractual requirements and client standards before delivery
• Identify, assess, and mitigate program risks
• Maintain a risk register and escalate unresolved issues with recommended courses of action
• Prepare and present program status briefings and PMR materials
• Develop and maintain task proposals, policies, procedures, and standard operating procedures

Customer Support

• Provide an excellent end user experience by resolving potential or actual technical issues
• Troubleshoot software packages, hardware devices, and peripherals
• Configure computer systems according to company policies
• Handle sensitive data in compliance with strict privacy regulations
• Diagnose problems and follow up to ensure resolution
• Perform regular maintenance and update operating systems while minimizing downtime and increasing productivity
• Assist with data backup duties in case of data corruption
• Work with vendors to troubleshoot and resolve issues
• Support reported problems with desktop computers, laptops, peripherals, and mobile devices
• Install and configure desktop hardware, software, and peripherals using standard procedures
• Assist users with hardware, software, and network problems and guide them through solutions
• Train users on computer hardware and software, including printers, email programs, and software applications
• Track pending and completed help-desk requests to monitor product and computer/network system health
• Answer inbound phone calls and respond to voicemails
• Answer inbound chats
• Maintain satisfactory quality assurance scores
• Assist other teams with overflow work

End User Support Specialist – Tier 1

Technician

• Provide first-level technical support to end users via phone, chat, and email
• Troubleshoot and resolve issues related to mobile devices, connectivity, and account services
• Create and manage tickets in ServiceNow, ensuring accurate documentation of issues and resolutions
• Process MACD requests (Moves, Adds, Changes, and Disconnects)
• Assist with mobile device activation and initial configuration for first-time use
• Guide users through placing orders within their self-service mobility portals
• Respond to inbound calls, chats, and voicemails in a high-volume contact center environment
• Maintain quality assurance and service performance standards
• Collaborate with other teams to assist with overflow tasks and service requests
• Cross-train on additional responsibilities within the Contact Center team as needed

Tier I Technician

Full-stack Engineer

• Design, develop, configure, test, deploy, and support Microsoft Dynamics 365 CRM solutions
• Develop and maintain custom Dynamics 365 functionality, including plugins, JavaScript web resources, custom entities, forms, views, workflows, and security roles
• Develop solutions using Microsoft Power Platform, including Power Apps and Power Automate
• Perform hands-on software development using C#, JavaScript, .NET, ASP.NET, Web API, and related Microsoft technologies
• Design and implement integrations between Dynamics 365 and enterprise applications using REST APIs, OData, JSON, XML, and other integration technologies
• Develop, maintain, and optimize SQL Server databases, including stored procedures, views, triggers, and reporting queries
• Support enterprise application modernization, enhancement, and continuous improvement initiatives
• Analyze business and technical requirements and translate them into application designs and development solutions
• Participate in architecture, design, code reviews, testing, troubleshooting, and production support activities
• Collaborate with technical teams, business stakeholders, project leadership, and Federal Government clients throughout the development lifecycle
• Participate in Agile/Scrum ceremonies, including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives
• Troubleshoot complex application issues and improve system performance, reliability, and usability
• Follow software development, security, testing, documentation, and deployment standards
• Contribute to continuous improvement of development processes, technical practices, and application capabilities
• Communicate technical concepts, development progress, risks, and solutions to technical and non-technical stakeholders

SME Software Developer, Applications

Data Scientist

• Design, develop, and implement advanced data science, statistical modeling, and machine learning solutions
• Analyze large, complex datasets to identify trends, patterns, relationships, and actionable insights
• Develop and validate statistical and machine learning models
• Perform data exploration, preparation, transformation, feature engineering, and statistical analysis
• Develop analytical solutions using Python, R, SQL, and other data science technologies
• Build dashboards, visualizations, and analytical products using Power BI and Tableau
• Translate analytical findings into actionable recommendations
• Present analytical results and technical concepts to technical and non-technical audiences
• Collaborate with data engineers, software developers, system owners, business stakeholders, and organizational leadership
• Apply data management best practices for data quality, integrity, security, privacy, and appropriate data use
• Contribute to data governance and analytical standards
• Improve analytical processes, models, reporting capabilities, and data products
• Document analytical methodologies, models, assumptions, results, and technical processes
• Build consensus, resolve issues, and align stakeholders on data-driven solutions
• Support system authorization, compliance, and operational readiness activities
• Stay current with emerging data science, machine learning, statistical modeling, visualization, and analytics technologies

Senior Data Scientist

• Provide technical leadership for Dynamics 365 CRM application development, modernization, migration, and integration initiatives
• Lead the design, development, configuration, testing, deployment, and ongoing support of Dynamics 365 CRM solutions
• Develop and maintain solutions using Microsoft Power Platform, including Power Apps and Power Automate
• Design and implement integrations between Dynamics 365 and enterprise applications using REST APIs, OData, JSON, XML, and other integration technologies
• Develop and maintain custom CRM functionality, including plugins, JavaScript web resources, custom entities, forms, views, workflows, and security roles
• Provide hands-on development using C#, JavaScript, .NET, ASP.NET, Web API, and related Microsoft technologies
• Design, develop, and optimize SQL Server databases, stored procedures, views, triggers, and reporting queries
• Support application migration efforts and contribute to cloud-based application development and modernization initiatives
• Lead development teams using Scrum/Agile methodologies, including sprint planning, backlog management, technical planning, and delivery activities
• Mentor and provide technical guidance to developers and other team members
• Collaborate with project managers, product owners, business stakeholders, architects, and other technical teams to define requirements and deliver solutions
• Identify technical risks, develop mitigation strategies, and ensure solutions meet performance, security, scalability, and maintainability requirements
• Participate in architecture and design discussions and provide recommendations regarding technology selection and implementation approaches
• Support the full software development lifecycle, including requirements analysis, design, development, testing, deployment, and production support
• Ensure development activities align with organizational standards, security requirements, and applicable Federal Government policies and practices

Senior Software Developer

Project Manager

• Lead delivery of a ServiceNow service management maturity, support, and development program for the U.S. Senate Sergeant at Arms
• Lead assessment and planning producing a current-state baseline, future-state service delivery model, and prioritized implementation roadmap
• Lead iterative implementation against the customer-approved roadmap
• Own schedule, budget, risk, and deliverables across project management, governance, implementation, testing, training, organizational change management, and closeout
• Develop the Project Plan within 20 business days of award
• Develop, monitor, and maintain the project schedule and product backlog
• Maintain the deliverable cadence map aligned to sprints, releases, or phases
• Manage deliverables through draft, Government review and comment, and formal written COR acceptance
• Produce Weekly Status Reports covering accomplishments, planned activities, schedule and deliverable status, risks, issues, dependencies, decisions, and milestones
• Manage rework and resubmission of rejected deliverables
• Serve as Scrum Master, facilitate ceremonies, remove impediments, and protect sprint scope
• Support release and sprint planning, including scope, user stories, acceptance criteria, dependencies, testing, and change management
• Identify, assess, and mitigate risks and issues
• Own the Risk, Issue, Action, and Decision Log
• Track budget, burn, and resource utilization against funded scope
• Escalate funding, dependency, and technical feasibility constraints
• Serve as primary management interface to the COR and customer leadership
• Ensure industry best practices, techniques, and standards across the delivery team
• Brief status, risks, and recommendations to technical and non-technical audiences

Project Manager, ServiceNow ITSM Program

Systems Engineer

• Develop, configure, test, deploy, and support Microsoft Dynamics 365 CRM solutions
• Develop and maintain custom CRM functionality, including plugins, JavaScript web resources, custom entities, forms, views, workflows, and security roles
• Design and implement solutions using Microsoft Power Platform, including Power Apps and Power Automate
• Perform hands-on development using C#, JavaScript, .NET, ASP.NET, Web API, and related Microsoft technologies
• Develop and support integrations between Dynamics 365 and enterprise applications using REST APIs, OData, JSON, XML, and related integration technologies
• Develop and maintain SQL Server databases, including stored procedures, views, triggers, and reporting queries
• Support enterprise application modernization, enhancement, and continuous improvement initiatives
• Participate in requirements analysis, application design, development, testing, deployment, and production support activities
• Troubleshoot application issues and implement effective technical solutions
• Participate in Agile/Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives
• Collaborate with senior developers, technical leads, project managers, business stakeholders, and Federal Government clients
• Participate in code reviews, technical documentation, testing, and quality assurance activities
• Follow development, security, testing, documentation, and deployment standards
• Communicate technical information, development status, issues, and solutions to technical and non-technical stakeholders

Software Developer, Systems Software – O&M

Network Operations

• Lead a team of technicians to ensure maximum network uptime, rapid incident response, and high-quality metropolitan fiber connectivity
• Manage day-to-day Network Operations Center (NOC) functions
• Schedule and coordinate daily workload for NOC Engineers
• Review and assign escalated issues and trouble tickets
• Assist in the workflow of the NOC team
• Oversee day-to-day operations to ensure work is completed accurately and closed in a timely manner
• Serve as the main point of contact for client coordination and relationships
• Manage and coach NOC staff, including performance evaluations
• Assist in hiring and training new personnel
• Oversee Standard Operation Procedures (SOP) and Method of Procedure (MOP) documentation
• Oversee special projects as assigned
• Provide required reporting to the client per contract requirements

NOC Manager

Manager

• Hire, train, coach, and lead agents in supporting customers’ requests
• Develop agents and create career paths and development plans
• Answer agent questions and guide them through difficult requests
• Manage workloads, Service Level Agreements, accuracy, and processes
• Lead team meetings and coach agents on processes and practices
• Conduct monthly 1:1s with all agents to review performance, quality evaluations, escalations, metrics, attendance, and overall impact
• Engage with agents and encourage use of DMI MMS Guiding Principles
• Integrate guiding principles into the culture through leadership activities
• Assist management team members in identifying trends and establishing goals
• Evaluate and provide feedback on tools and dashboards used to run the department
• Ensure staff achieve service levels and take corrective action in real time
• Hold agents accountable for poor performance and behavior
• Prepare reports and analyze data to improve processes, forecast volumes, allocate resources, and maximize efficiency and customer satisfaction
• Develop and implement a workforce management plan to achieve SLAs
• Research customer escalations, provide root cause analysis, and respond to CSM or customer emails
• Take on additional tasks and projects supporting employees, managers, and call center operations

Backend Engineer

• Design, develop, and maintain internal Python web applications using Flask and Streamlit
• Automate report generation, data reconciliation, document assembly, and ticket follow-up workflows
• Apply AI and large language model capabilities to extract, classify, summarize, and draft content for human review
• Use approved AI-assisted development tools while validating generated code before production
• Deliver work in short, demonstrable increments and incorporate stakeholder feedback
• Build and maintain ServiceNow integrations for ticket and request data
• Integrate Asset Manager purchase order and asset records with ServiceNow data
• Develop ticket monitoring and notification tools supporting service-level response and resolution windows
• Produce service-level performance reporting, including monthly close processes
• Ensure data accuracy across procurement, receiving, and asset records
• Generate and parse PDF, Excel, and CSV documents
• Deploy and operate applications in a secure Linux environment
• Maintain separate development and production environments and control production promotions
• Apply DevOps practices, including version-controlled deployments, CI/CD, and automated build, test, and release processes
• Design and test backup and recovery strategies with documented restore procedures
• Maintain deployment and monitoring scripts with verification and rollback steps
• Monitor application health, troubleshoot production issues, and perform root cause analysis
• Write automated tests and apply code quality and secure coding practices aligned with NIST guidance
• Protect sensitive data and ensure human review of AI outputs used for decisions or customer-facing results
• Follow change management practices aligned with ISO/IEC 20000
• Produce runbooks, user guides, and knowledge articles
• Translate operational problems into requirements and working tools
• Brief technical findings to program leadership and non-technical staff