IT Operations Associate

Responsibilities and Accomplishments

Updated Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)

Provided customer onboarding and offboarding.

Provided account management support.

Processed all IT SM tickets to completion.

Provided 24/7 Tier 1 support for all environments and networks supporting end users.

Routed tickets to the appropriate sustainment teams for Tier 3 support

Performed data-driven analysis of IT SM tickets (e.g. mean time to resolution)

Assisted Cyber Operations with continuous monitoring activities.

Participated in training, testing, and exercises related to incident response and contingency planning.