In my current position as an Information Technology Specialist on a daily basis I am responsible for providing technical customer service support. As an Information Technology Specialist I am responsible for monitoring large and small scale servers for environmental support systems. I am responsible for providing fast and accurate support to our customers for both the client servers and main frame environments. On a daily basis we utilize ITSM Remedy incident management tool to create incidents and problem records. I am responsible for setting priorities to incidents to insure that critical incidents will be handled in a timely manner and making calls to System Administrators. I include in the incident records detailed information concerning issues that may impact internal and external customers. I also monitor each incident or problem record that I create until it is resolved which results in a more efficient help desk management. Having knowledge of procedures I obtained in ITIL v2 training has provided me with the necessary skills needed to perform my duties appropriately. I am capable of handling critical situations that may need escalation due to hardware malfunctions and system performance degradation. I can also determine which incidents require a more detailed analysis to resolve. • Utilize the Hobbit server monitoring tool to examine the performance servers:Contact the system administrators to avoid customer outages• Provide detailed information to the administrator concerning client/server environments about servers that provide support for several government agencies such as NASS, FSIS, FSA, RD etc • Monitor a complex Web farm environment by opening incidents as requested by system administrators and troubleshooting in coordination with SNCC Operations Branch • Monitor incidents related to the SAN (Storage Area Network) environment attached to multiple disk arrays for the SMB (Storage Management Branch).