• Client Service Technician (CST) assigned to the contract• Etool administration of ruggedize laptops and tablets• Software updates, virus updates, windows updates• Monitor and resolve daily updates for ETIMS and EITMS programs• Test, repair and or replace defective network connectivity issues• Move, add, change Etool lock-n-doc storage cabinets as needed• Support standalone and network TCMax computers, attached hand held scanners, monthly software, antivirus and operating system updates• Install SDC images using WDS LAN or approved DVD/Blue Ray or approved portable drives both on standalone and networked desktops laptops• Image, install software on standalone desktops for stencil use• Image, install air gap standalone computer used in scanning CD\DVDs for malicious programs• Reports suspected hardware and software problems to the CFP and networks security incidents to the Wing Cybersecurity Office• Serves as the information Technology Equipment Custodian (ITEC) for all computer equipment assets such as desktop computers, laptops, printers, and other associated hardware• Serve as Cybersecurity Liaison, ISSO• Ensure users have completed Cyber Awareness training• DD2875 accomplishments for network and other required access• Sympodium setups• Touchscreen setups• Smartboard setups• Hardware upgrades• Driver upgrades• Create folders om shared drives with proper folder permissions• Install and map printers• HDMI, Video Display, DVI and VGA connectivity including drivers• Other peripheral devices• Configure VPN access• MSOffice 365 support• Cloud backup and restores• Multi monitor setups• Other technology duties as needed.

Ensure ongoing operation of network systems hardware/software functions. Identified and promptly resolved network-related problems within the 82nd Training Wing and Training Operations. Troubleshoot hardware, software and LAN/WAN problems. Identified and determined corrective actions of individual job failures not covered by standard procedures. Resolved and recovered system failures ensuring minimum impact on daily training operations. Participated with applications programmers and operations personnel to identify and resolve difficult to pinpoint problems with applications, operating systems, or hardware. Maintained established applications programs, and modified program content to provide for new data and outputs without modification of the original programming logic and techniques. Clarified system capabilities, limitations, and output variations to users. Provide customer training and support on proper execution of new computer systems. Provide technical assistance to current users of systems minimizing computer disruptions. Customer service orientated.

Ensure ongoing operation of network systems hardware/software functions. Identified and promptly resolved network-related problems within the 82nd Training Wing and Training Operations. Troubleshoot hardware, software and LAN/WAN problems. Identified and determined corrective actions of individual job failures not covered by standard procedures. Resolved and recovered system failures ensuring minimum impact on daily training operations. Participated with applications programmers and operations personnel to identify and resolve difficult to pinpoint problems with applications, operating systems, or hardware. Maintained established applications programs, and modified program content to provide for new data and outputs without modification of the original programming logic and techniques. Clarified system capabilities, limitations, and output variations to users. Provide customer training and support on proper execution of new computer systems. Provide technical assistance to current users of systems minimizing computer disruptions. Customer service orientated.

Supported both local and remote customers as needed. Exceed Contract Service Level Agreements (SLA), Service Level Orders (SLO), competency and financial targets. Provide technical assistance and support to over 400 local desktops and laptops, and remote support to over 12,000 devices in the United States, Canada and Puerto Rico. Installation and configure hardware/software to include Microsoft Exchange/Lotus Notes mail accounts. Perform LAN/WAN data circuit support/upgrades, network operating and maintenance concepts and methods to help resolve problems as needed. Strong knowledge of network architecture, topology, and protocols. Setup and configure Virtual Privet Network (VPN) access on remote devices. Performed tape backups on a daily bases of Server systems such as Digital Tape Library (DTL) and Linear Tape-Open (LTO). Knowledge of network protocols, topologies and subnet. Helped identifying issues and helped evaluate with the troubleshooting process and resolutions as needed. Supported Microsoft and UNIX based servers. Supported Cisco routers, switches and hubs. Knowledge of cable testers and analyzers as well as various hand tools. Intimate, detailed knowledge of Windows networking including: Active Directory, domains and trusts, group policy, DNS, DHCP. Actively manage and administer the voice and data infrastructure, carry out regular maintenance and health checks and help provide a future upgrade path. Participate in the on-call After Hours Support processes. Manages day-to-day Telecom Support activity, trouble resolution, and installation/decommissioning of systems, while maintaining a high level of customer satisfaction. Managed network and hardware infrastructure. Assist in designing and implementation of the internal system. Experienced in identifying and resolving difficult network issues (circuits, VoIP, routing, switching, and security) as needed. Provides timely resolution of problems or escalation.