Supervise Tier 1 IT help desk agents and ensure that calls, chats, and tasks are handled according to VA policies and procedures using NICE CX-One and SNOW.Use ServiceNow ITSM tools to create, document, and handle incident tickets and requests to ensure timely resolution of requests and issues. Worked with and troubleshot a multitude of COST applications such as O365, medical, VPN, and internally developed applications. Use Windows administration tools such as Active Directory tools to diagnose and troubleshoot NT account-related issues and remote services. Assist Tier 1 Agents in handling contact by demonstrating and troubleshooting issues, escalating and communicating issues to the incident repose team and operations, and ensuring proper procedures are followed.

Provided customers with assistance with hardware, software, network, COTS applications, and account-related issues and requests. Use NICE CX-One to take contact documents in ServiceNow ITSM issues and requests to ensure customers receive assistance with contacts. Use M365 applications and exchange services to ensure users can use their applications and troubleshoot network account-related issues.Use Windows Server Administration tools. Assisted non-technical users with computer-related issues and provided them with excellent customer service.

Work as part of the Scrum Team to deliver software development services by ensuring that API services are created based on customer definitions. Use a multitude of applications, such as Azure DevOps tools, API testing tools such as Insomnia and Ready API, log administration tools, Kubernetes, and Cucumber. Assist with functional and unit testing and develop tests in Java and Spring Boot framework. Demo application features to stakeholders.

Administer emergency medical treatment. Assist with outpatient and inpatient care and treatment.Instruct Combat Lifesaver/First Responder training course. Manage and inventory medical supplies and equipment.