JAIDAN S. CAMACHO

Plans and carry out difficult and complex assignments in the delivery of customer support services. Assignments include interpreting IT policies, standards, and requirements and modifying and adapting existing methods and approaches, implementing recommendations independently or as a team member, providing advice and guidance on a wide range and variety of complex IT issues, evaluating and recommending new or enhanced approaches to delivering IT services, and analyzing and recommending resolution of complex issues associated with responding to customer requests and requirements. Performs the following major duties associated with these assignments:

• Diagnose and resolve difficult and complex problems in response to customer reported incidents, providing advice and assistance to minimize interruptions to critical business activities and inputting data on the problem and resolution into tracking/ticketing systems.

• Researches, evaluates, and provides feedback on incident and request trends and patterns in customer support requirements and recommends new tools to enhance delivery of customer requirements. Identifies priorities and barriers to recommendations and may present recommendations, in writing or orally, to a variety of stakeholders.

• Researches and provides response to customer service requests, utilizing tracking/ticketing systems to track and identify customer needs, as well as discussing requirements with the customer to resolve the customer need.

• Installs, configures, troubleshoots, and maintains customer hardware and software.

• Recommends customer support procedures, standards, and performance metrics.

• Provides customer training.

• Ensures application of information security/information assurance policies, principles, and practices in the delivery of customer support services. • Performs other duties as assigned.

Skills include:

• Troubleshooting: Diagnosing and resolving hardware and software issues.
• Customer Support: Helping users with IT-related questions and problems.
• System Administration: Maintaining and updating IT systems.
• Security: Ensuring adherence to information security policies and procedures.
• Training: Providing training to users on new systems or applications.
• Documentation: Creating and maintaining documentation for IT systems and procedures (3161’s for laptops and IT equipment).

• Prepare reports on various warehouse activities assist in overall managements of operations.
• Assign tasks and work orders to warehouse associates.
• Maintain daily-out-load schedule.
• Categorizes inventory and tracking of products.
• Create invoices and productivity reports.
• Work closely with customer service team and resolve issues.
• Work closely with associates on daily workplace safety.

• Job Safety Assessment.
• Routine Checks on tank levels, leakage, and intake pumps.
• Maintain accordance with NEPA-National Environmental Policy Act.
• Prepared documentation on routine findings.
• Conduct sample water testing and production data sheets.

• Remove and install air conditioner units.
• Install new electrical wires into conduits.
• Repair plumbing issues.