IT SPECIALIST (CUSTSPT/DATAMGT), GS-2210-11

• Aug 2021 - Present

Watch Officer

• Dec 2013 - Present

Operations Supervisor

• Dec 2013 - Sep 2017

Manage 24x7 Network Operations: Operational directives/Advisories, Critical, High, and VIP trouble tickets; Cyber Incidents and status reports; Critical Incident Reports; Service Outages and Scheduled Maintenance. Provide near real time information on ongoing network events, incidents and problems and identify and prioritize response and solutions based on mission impact and situational urgency.

Tier 2 IT Support Specialst

• 2018 - Aug 2021

Provides Tier 2 IT hardware, software, and network support for office and field employees. Assists computer imaging and deployment, tablet configuration, and mobile device setup. Resolves trouble tickets, manages IT queue, and handles ticket escalations. Provides assistance for Win10 systems, Active Directory administration, and Microsoft Exchange administration. Provides Tier 2 IT hardware, software, and network support for office and field employees. Assists computer imaging and deployment, tablet configuration, and mobile device setup. Resolves trouble tickets, manages IT queue, and handles ticket escalations. Provides assistance for Win10 systems, Active Directory administration, and Microsoft Exchange administration.