Nathan Hofer Email & Phone Number

Camp Foster, Okinawa, Japan

Responsible for the planning, operation, coordination, and prioritization of the project management program. Develops the processes, procedures, and reporting for the project management office. Responsible for project planning and execution for Marine Corps Enterprise Information Technology Services provided to the Indo-Pacific Area of Responsibility (AOR). Coordinates with internal and external stakeholders to manage project execution and completion.

Camp Foster, Okinawa, Japan

Provided guidance and support to customers with issues pertaining to Enterprise Service Desk (ESD) interactions. Worked with the ESD to correct errors and miscommunication to improve services provided.Served as the principal customer service point of contact between the Marine Corps Enterprise Network (MCEN) and the customer base it supported.Provided training and assistance to Information Service Coordinators (ISCs) as requested and in accordance with the ISC program methods and processes. Provided guidance on service requests that were escalated from customers to ensure they are resolved within the established SLAs.Identified and recommended ways to improve service delivery operations and customer service. Routed and analyzed work orders to ensure they were assigned to appropriate work centers to be completed within established Service Level Agreement (SLA) timeframes.Participated and contributed to meetings and working groups with stakeholders as required to ensure Customer Service Center (CSC) representation and to gather information for use in service delivery management. Responsible for customer support efforts that enable the delivery of a wide range of information technology (IT) and Telecommunications services. Conducted 37 ISC training classes detailing the enterprise ticketing system (BMC Remedy) promoting an informed and capable customer base.Created 3d Network Battalion Remedy work order templates for Request for Change (RFC), Microsoft Office 365 (O365), Video Teleconference (VTC), Smart Phone, Hard Disk Drive (HDD) Scan, Tanium, Cryptographic Logon (CLO), and Voice over Secure Internet Protocol (VoSIP) requests allowing for proper submission of required information, enabling efficient and timely completion of requests.Provided guidance on 12,609 service requests via Defense Switched Network (DSN), email, and Microsoft Teams to 3NB customers to ensure proper submission, routing, and resolution within established SLAs.

Camp Foster, Okinawa, Japan

Reviewed and made approval decisions on service requests based on established policy and processes.Responded to customer complaints and inquiries within the same business day of discovery to achieve resolution. Resolved "Ask a Question" and “Request for Information” work orders within established SLA timeframes.Through contact and coordination with various sections throughout the MSB team, analyzed and saw to completion 113 priority service requests brought to the attention of leadership.Through coordination with the MCCOG Remedy administrator team, helped to fix the submission of multiple high use service requests that were found to have issues with routing by submitting and analyzing work order steps throughout the multi-step process. Maintained effective communication with customers by providing technical and administrative advice to staff and subordinate ISCs on service requests throughout the AOR. Escalated and resolved issues by developing new services and capabilities in Remedy for implementation. Defined and documented processes and SLAs for Identity and Access Management (IDAM), Service Delivery, and the ISC program.Submitted, communicated, and saw to completion 26 Work Orders involving 120+ assets supporting Marine Fighter Attack Squadron’s (VMFA) Unit Deployment Program (UDP) in Okinawa in a special case scenario where normal processes and procedures could not be utilized ensuring a successful exercise for the company.Analyzed 1033 service requests through Remedy Approval Central according to established processes and SLAs promoting efficient routing and decreasing average completion time for requests.

Okinawa, Japan

Serves as an IT service management advisor for MCEN-related customer service issues with the Marine Air Ground Task Force (MAGTAF) Information Technology Support Center (MITSC) Western Pacific (WestPAC). Provides needed guidance or training to customers and assists less experienced service management personnel in resolving complex or unusual problems. Maintains currency in the appropriate developments of service management related information technologies sufficient to evaluate and report on new tools and trends in the service management field. Installs, configures, services, repairs, and maintains information technology systems in both a stand-alone and client-server environment, including MS server, Defense Message Systems, and other information technology systems. Integrates multiple information systems in a networked environment. Ensuring the proper installation and configuration of workstation hardware and software for efficient operation on the network.Key Achievements: Successfully worked to completion 477 Work Orders and 224 Trouble Tickets for customer workstation software and printer needs as a Field Service Representative. Requested to assist in the Cyber Readiness Inspection of all company spaces to assess and address network readiness and compliance to established standards and directives. Requested, on basis of performance, to fill the position of Asset Management Database Librarian, successfully improving response time in the working and mitigation of 2k+ Work Orders and Trouble Tickets. Assisted in the imaging of 12k+ customer assets to Windows 10 to improve network readiness and security posture. Promoted to role of Information Technology Service Support supervisor, coordinating customer requests for MCEN-related customer services and providing consultation and oversight services to MITSC WestPAC staff by analyzing and evaluating customer requests.

Okinawa, Japan

Okinawa, Japan

Specialize in the communication gear and electronics. Ensure that the quality of the transmission/gear is being maintained. Knowledge and use of test measurement and diagnostic equipment. Conducting inventories of gear, technical inspection, preventative maintenance, and ensuring the all equipment is accurately used, up to date and within standard. Communicate highly technical network architecture and issues. Understanding of network architecture. Network development and planning.

Bachelor'S Degree, Computer Networking And Cyber Security

High School

Activities and Societies: Band; Choir; Wrestling; Football; Cross Country; Chess; Track; Soccer; Golf; Drama