• Troubleshoot VPN connection issues.• Reported network outages and escalated issues to network technicians.• Provide technical support and troubleshooting to resolve hardware and software issues on the Army Enterprise network, including NIPRNet and SIPRNet.• Respond to and manage service tickets efficiently, ensuring prompt and accurate resolutions while maintaining high customer satisfaction.• Assist customers from both the Pacific and CONUS regions, ensuring consistent support and tailored solutions for a diverse user base across time zones.• Collaborate with Level 1 technicians to escalate issues requiring advanced troubleshooting or additional resources.• Manage Active Directory services on NIPRNet and SIPRNet, ensuring secure user authentication, permissions management, and efficient directory organization.

• Overseeing IT solutions for over 50 enterprise customers and managing over 1000 devices.• Maintained a 99.9% reliability rate for customer backups using VMware Veeam, ensuring minimal data loss and downtime.• Managed 300 virtual machines within VMware vSphere, maintaining peak operational efficiency. These virtual machines include but are not limited to Windows Servers.• Data center management, replacing copper or fiber cables, PDUs, and network switches.

• Implemented web analytics to drive traffic to the company website, increasing profit by 15%.• Updated inventory systems, reducing website stock error by 10%.• Managed logistics of delivery shipments.• Installed and monitored loss prevention systems.• Negotiated with vendors on sourcing and pricing of new merchandise.• Assisted customers with purchases.

• Provided help desk support for three call center campaigns, averaging 250 calls daily.• Achieved a 100% success rate in issue resolution with an average call time of 2 minutes, exceeding department standards.• Earned a 100% customer satisfaction rate, highlighting a solid commitment to exceptional customer service

• Led project to streamline exam scheduling, achieving a 50% reduction in time from medical insurance approval to scheduled status; this directly contributed to an 80% increase in appointments.• Achieved a 100% patient satisfaction rate, reflecting patient care and customer service excellence.• Expedited 100 calls per day with an average call time of 2 minutes.• Reduced the average time to schedule patients after insurance approval to one day, contributing to operational efficiency.

• Tested and launched a third-party application, which was new to the bank, to detect and stop fraudulent electronic transfers (ACH).• Mitigated and prevented losses to the bank and customers.• Audited daily reports on debit card transactions for possible fraud.• Analyzed online banking activity for possible account takeovers, unauthorized access, and fraudulent electronically generated checks.• Filed all daily and monthly reports used in fraud investigations for audit, retention, and compliance purposes.

Interviews and assists members with completing loan applications. Accepts incoming calls and makes outgoing calls to offer LFCU's loan products and services, cross-sells credit union insurance products, evaluates members' credit needs by analyzing loan requests, advises members which credit union products and services meet their needs. Obtains credit decisions within delegated authority or from other source as appropriate, meets or exceeds loan and insurance sales goals. Processes all loan requests within established loan quality guidelines.