• Updated/Maintained scorecard templates for Monthly and Quarterly reports• Runs reports thru the continuous monitoring tool for the scorecards and performs root cause analysis• Runs reports in HBSS/ACAS in support of the scorecard• Run reports in EMASS in support of the scorecard• Updates/Maintained Power BI Dashboard• Completes Ad hoc requests from leadership

• Updated/Maintained scorecard templates for Monthly and Quarterly reports• Runs reports thru the continuous monitoring tool for the scorecards and performs root cause analysis• Runs reports in HBSS/ACAS in support of the scorecard• Runs reports in EMASS in support of the scorecard• Completes Ad hoc requests from leadership• Create Orders (TASKORDs, GENADMINs, and OPORDs, etc)

Updated/Maintained scorecard templates for Monthly and Quarterly reportsRuns reports thru the continuous monitoring tool for the scorecards and performs root cause analysisRuns reports in HBSS/ACAS in support of the scorecardRuns reports in EMASS in support of the scorecardCompletes Ad hoc requests from leadershipCreates Orders (TASKORDs, GENADMINs, and OPORDs, etc.)

Performed security assessments/blue team assessments for all systems, to include hardware, software, and other IT technologies, as requested.Utilized various tools to assess compliance with Security Technical Implementation Guides (STIGs), Security Requirements Guides (SRGs), and SCAP Benchmarks, Vendor Documentation.Evaluated systems using DoD IA security controls, based on DoDI 8500.01/2, NIST SP 800-53 Rev 4, and CNSSI 1253, as well as other DoD security control categorization and control processes.Reviewed routine and ad hoc system vulnerability and STIG compliance scans and identify weaknesses. Conduct root-cause analysis and remediation activities as needed.Monitored risk-related information by using existing USCG Information Security tools /utilities, analytical methodologies, and security best practices.

Wrote queries to extract information from data stored in HBSS/ACAS.Applied tags to systems with HBSS to support metrics and reporting functions Addressed data calls across the enterprise or leadership to gather data regarding vulnerable assets and trending across the enterprise. Correlated data call information against reports and dashboards in systems such as ACAS, HBSS and SCCM.Create and maintain customized dashboards used for technical professionals, managers and senior leaders to convey the status of the network. Normalized tracking spreadsheets and reports to assure data consistency and accuracy. Identified and report gaps in existing procedures and processes and provide recommendations for improvements.Used pivot tables to work with large datasets and provide actionable information to decision makers.

Executed established ITL Problem Management process and proceduresVerified information to analyze nature of a problemCoordinated with Subject Matter Experts (SMEs) as needed to further determine nature of issueDocumented all findings including but not limited to compile data, update Remedy records,wrote information papers to guide othersReviewed and documented events and reports from SCOM, Aternity, and other monitoring tools and notificationsProvided ad hoc reports for management and customersPerformed thorough testing to support enterprise changesCollaborated, documented, and shared knowledgeApplied specific trend analysis techniques to uncover trends or reoccurring issuesRead and interpreted Window error logsPerformed basic troubleshooting of software applicationsPerformed proactive and reactive root cause analysisMaintained current knowledge of relevant technology as assigned

Wrote queries to extract information from data stored in HBSS/ACAS.Applied tags to systems with HBSS to support metrics and reporting functions Addressed data calls across the enterprise or leadership to gather data regarding vulnerable assets and trending across the enterprise. Correlated data call information against reports and dashboards in systems such as ACAS, HBSS and SCCM.Create and maintain customized dashboards used for technical professionals, managers and senior leaders to convey the status of the network. Normalized tracking spreadsheets and reports to assure data consistency and accuracy. Identified and report gaps in existing procedures and processes and provide recommendations for improvements.Used pivot tables to work with large datasets and provide actionable information to decision makers.

Maintained full ownership of ticket through its lifecycleProvided first call resolution or triaged callsEnsured that for every call and/or reported event a ticket is created in both a timely and accurate manner.Verified user contact and asset information, categorized ticket accurately, and populated ticket with full description of event or issueUtilized the knowledge base and other support documentation to identify, isolate, diagnose and resolve end user’s technical problems and provide information and status as requestedEntered all troubleshooting performed and, if applicable, the resolutionEscalated tickets to the appropriate support group if required by warm transfer

Provides technical support as required in data management, document control,computer support, project control, and other related areasTier II service encompasses receiving phone calls, emails, chat, instant messaging,textsDocumenting and triaging the request; solving or escalating the requestTracking request status and providing routine progress updates to the customer;and following up with the customer on the resolution of ticket for completeness/qualityand satisfaction.Troubleshoots and supports Windows operating systems, advanced MS Officeproduct issues, and other IT issues.Upgrades software components as requiredProvides customers with network technical support.Instructs customers and support staff in use of equipment and software

Coordinated with other government agencies to record and report incidents.Recognized potential, successful, and unsuccessful intrusion attempts and compromises thorough reviews and analysis of relevant event detail and summary information.Communicated alerts to agencies regarding intrusions and compromises to their network infrastructure, applications and operating systems.Performed periodic and on demand system audits and vulnerability assessments, including user accounts, application access, file system and external web integrity scans to determine compliance.Prepared incident reports of analysis methodology and results.

Respond and Resolve or escalate requests from end users, system administrators and network specialists Performed initial diagnostic evaluations, address basic technical issues and provide end user education/instruction.Trouble-shooted configuration and application issuesTracked, statuses, informed and escalated tickets as necessary to ensure compliance to all service level agreements (SLA’s) and expectations of clientProvided prompt and accurate services with regards to on demand tasking, such as data analysis, ticket trending, or status reporting as defined by the client, and within the domain of the position’s capability to accomplish. Ran BMC Remedy report macros to generate reports that were ran thru MS Access queries for quick and easy manipulationReassigned service requests to the appropriate team for further completionAdded and Removed users from groups within Active DirectoryPrepared documentation of supported products for usersPerformed programming tasks to assist users