Manages assigned account telephone inquiries, addressing customer needs and offering guidance on technical issues related to software and hardware. Handles complex problems through an escalation process, ensuring timely resolution and maintains records in a problem management database. Prioritizes and resolves customer problems and complaints effectively.

Work as s a Cybersecurity Journeyman mainly include working with equipment and information assurance by maintaining accountability of inventory, auditing,safeguarding documents and keeping networks secure. Additional work as an IT help desk include removing computers from quarantine, working with the Air Force equivalent of Active Directory, troubleshooting hardware such as the computers themselves, printers, switches and servers. Additional duties include OSHA safety representative for an office of 14 people and alternate software custodian.

Works under director of the Center of Technology Information at the University of Puerto Rico Mayagüez campus. Duties include installing and configuring Linux servers, bash scripting for automation and firewall traffic analysis through Fortinet tools and tcpdump.