David Muse

• Monitored hardware and software supporting critical global network operations 24/7.
• Monitored network capability, function, and performance using PM mission command diagnostic tools, platform monitoring, and data from other sources, then created trouble tickets for observed issues.
• Provided tier 0/1 help desk support for mission command support center systems and tier 2 support for Blue Force Tracker family of systems.
• Provided assistance to field personnel in resolving system and network issues through various communication channels. resolve system and network issues through phone, email, and live chat.
• Communicated status updates to supervisors, customers, and cross-functional support staff to ensure alignment and transparency.
• Recorded customer contacts in online ticketing system, capturing issue details, reporting unit or company location, and full issue history for accurate tracking.
• Delegated specific tasks to team members to balance workload distribution.
• Managed shift handoffs to ensure seamless continuity of daily operations.

● Monitor 24/7 hardware and software that support critical global network operations.

● Follow standard operating procedures and site-specific policies and procedures.

● Assisted field personnel and customers with real-time troubleshooting of system and network issues via phone, email, and live chat, enhancing issue resolution efficiency.

● Provide tier 0/1 help desk support for systems across Mission Command Support Center and tier 2 support for Blue Force Tracker systems.

● Monitored network capabilities, functions, and performance using PM Mission Command diagnostic tools and system monitoring, creating tickets for identified issues to ensure timely resolution.

● Documented all customer interactions in an online ticketing system within Network Operations Center, capturing issue details, reporter information, unit or company, location, and complete issue history for accurate tracking.

● Implemented OSI model principles in network support tasks., Windows operating systems, and Microsoft Office applications, including Word, Excel, and PowerPoint.

• Supported daily shift operations in line with MacLellan SOPs, holding a team of 20–30 associates accountable for safety, quality, and productivity.

• Maintained safe, orderly work area and followed company and federal safety requirements, including OSHA and hazmat rules.

• Coordinated shift activities with other leads to keep production accurate, safe, and on schedule.

• Led pre-shift meetings to review current, weekly, and monthly goals and outline steps to meet them.

• Trained shift personnel and supported skill development and performance checks per company guidelines.

• Conducted performance reviews and implemented corrective action to enhance team accountability.

• Coordinated team member schedules to prevent conflicts and ensure optimal shift coverage.

• Collaborated with project manager to plan and prioritize shift activities, ensuring alignment with production goals.

- Coordinated distribution and shipping of merchandise to streamline operations and meet delivery schedules.

- Selected shipment methods and prepared accurate bills and shipping documents to ensure timely delivery.

- Created efficient routing by preparing accurate shipping documents and package labels.

- Delivered efficient routing through accurate shipping labels and documentation.

- Communicated with transport companies and suppliers to resolve discrepancies in shipments and ensure compliance with specifications.

- Maintained organized stock levels through inventory checks, storage upkeep, and shelf placement.

- Supported smooth distribution and shipping by organizing merchandise flow and verifying documentation.

- Improved receiving accuracy by unpacking goods, sending products to storage, and checking paperwork.

- Reviewed incoming products against company procedures to approve or deny receipt.