• Provided installation, configuring, and support to users with overall computer systems, software, and hardware issues to include networking printers. • Performed software upgrades, network setup and configuration, and Virus and Trojan removal. As well as clean up computers. • Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.• Enter commands and observe system functioning to diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replace defective components when necessary.• Created, maintained, and updated the nonprofit organization's Facebook page. • Interacted with clients to designing functionality, developed and designed new web interfaces, layouts, and site graphics. • Activated and troubleshot a variety of Smartphones.• Visio Network designs• SOC IDR design• Several Swipes a day with CloudStrike, Rapid 7, and Office 365 Alerts• Transferred data from Excel to Smartsheets• Set up macros, and reports for incoming Cyber data within Smartsheets• Transferred Data from SmartSheets to Cherwell• Website design and maintenance

• Successfully translate complex technical information / instructions into a simple language that would ensure seamless troubleshooting• Delivering a consistent level of quality on all calls and issues• Utilize multiple systems to access neighbor information, research issues, and educate neighbors• Understand and implement new information and procedures efficiently and professionally• Analyze, isolate, research, and effortlessly explain step by step technical troubleshooting solutions related to software or hardware• Effectively communicate with neighbors while documenting conversations, exchanges, or sessions into multiple systems• Successfully consult with neighbors to uncover additional product needs• Promptly respond to existing and future neighbor inquiries as they visit our website• Use probing questions to accurately identify neighbor’s needs, while consistently delivering amazing customer service experience• Responds to technical troubleshooting, billing, and product inquiries via chat sessions• Make outbound phone calls as needed

• Helping set up hardware or software, diagnosing connectivity or data access problems, answering questions about hardware or software, and helping users access shared drives and devices.• Resolve moderate to complex hardware, software and network connectivity problems, including problems not covered by established procedures.• Escalate complex support requests to relevant IT staff for resolutions.• Understand support problems, analyze problem data and determine appropriate solutions.• Identifies issues with new hardware or software and works with users or on the back end of servers to quickly resolve those issues and prevent delays.• Prepare reports on hardware and software issues.• Maintain problem documentations and their resolution procedures for reference procedures.• Install, configure and maintain software and hardware systems.• Provide and/or participate in IT-related training with or for fellow team members.• Ensure proper documentation is created to ensure standard operating procedures.• Provide technical support to a business or an organization's employees• Install and Configure Networks• May involve working with automated systems, computer records system maintenance, and/or word processing software.• Consulting with IT managers and other departments as required.• Resolving logged errors in a timely manner.• Process onboarding of new employees and offboarding of employees• Closing out Veteren accounts with the use of Infusionsoft and Zoho.• Manage and track inventory with the use of Asset Tiger.• Merage clients files and folders

• Installs, administers, operates, and repairs the enterprise-level LAN, WAN, Wireless LAN, VoIP, IP networks efficiently and securely using appliance servers, routers, switches, VLANs, and other hardware to ensure stable operations, system connectivity, network traffic performance, remote access.• Installs, administers, operates, and repairs physical and virtual appliance servers consisting of hardware and applications in conformance with established practices for an auditable enterprise-level network environment.• Provisions installs, commissions, tests, repairs, maintains and calibrates network equipment. • Locates and identifies tie cables within the infrastructure.• Cross-connects lines and circuits in a cross-connect field.• Installs data circuits for data terminating equipment.• Resolves basic phone troubles.• Updates records in the phone database.• Maintains accurate equipment records, hardware and software documentation, equipment provisioning allocations, and test data records. Ensures that appropriate data is input to the facilities records database.• Troubleshoots network problems. Evaluatea problems, formulates solutions, and takes corrective action. • Completes work orders and trouble tickets as appropriate.

• Provide first and second level phone support for NMC tickets, accurately create and update tickets in a timely manner• Track and take action on SLA-impacting issues by treating customers ticket updates as SLA events and acknowledge accordingly, opening Trouble Tickets with all Vendors and following through to closure• Monitor, Maintain and Report on SLA’s for customers and ensure the requirements are followed, responding in a timely manner on all Proactive Monitoring alerts and ensure progression is tied to contracted SLA's• Process incoming maintenance requests on a 7 x 24 basis, determining if dispatch is required, and following through to ensure dispatch has been scheduled, utilize existing tools and systems to update customers in a timely fashion on all open tickets daily, to properly progress open tickets to closure• Demonstrate a basic understanding of Networking to include Layer 2 and Layer 3 infrastructure; to include identifying the best practice troubleshooting techniques to aid in improving MTR. (mean time to repair)• Have a thorough understanding of the current billing system: i.e., account look up, trouble ticket creation, facility management system as well as tech portal and CPE functional • Provide analysis and trending of security log data from numerous heterogeneous security devices.• Provide threat and vulnerability analysis as well as security advisory services• Analyze and respond to previously undisclosed software and hardware vulnerabilities by investigating, document, and report on information security issues and emerging trends.• Monitors applications to identify a possible cyber-attack or intrusion (event) and determines if it is a real, malicious threat (incident), and if it could have a business impact.• Experience with security assessment tools (Splunk, SeviceNow, and Cherwell)

•Processes a wide range of human resources transaction.•Provides technical assistance in the area of recruitment an placement.•Advises and provides procedural and technical guidance to all members on recruitment and placement.•Reviews and verifies information on requests for vacancy announcements.•Analyzes and evaluates applications to determine eligibility.•Creates and maintains records, databases, and reports. •Develops position descriptions. •Maintains reference materials such as position classification and job grading standards, and monitors implementation of classification releases.•Serves as a member of the Incentive Award Committee.•Prepares correspondence relating to the awards program, and ensures all administrative details are complete.•Performs DCPDS actions on adding all positions for Technicians and AGR members, adding individuals to DCPDS who are not all ready there, and ensuring that Performance Appraisals are imputed in a timely matter.•POC for Appraisal Program and ensures that all appraisals are received are enter into the DCPDS system in a timely manner.•In charge of creating and maintaining the office website.•Creating and maintaining labels and official letters, as well as handling mail outs.•Participates in ongoing Seminars/Briefings.•Creates and maintains computerized personnel data and records.•Develops an ongoing customer service publicity program detailing hours of operation.•Performs DEERS enrollment actions on all eligible members and their dependants.•Performs duties as Site Security manger.•Human Relations Council Member.•Prepares DD Form 93 Record of Emergency Data.•Publicizes to the base population the necessity to keep accurate and up to date information on the DD From 93.•Administers and provides benefits to military personnel, retirees, and dependents.•Supervising one or more of the functions associated with preparing and maintaining PDS and manual records. •In charge of writing official documents.