Jevin Nathaniel

GS-0592-06/07

• Process high-volume tax returns with accuracy and efficiency while meeting strict deadlines.
• Conduct audits to identify unreported income, hidden assets, and potential fraud.
• Prevent revenue loss through diligent investigation and adherence to federal regulations.
• Streamline audit workflows to improve turnaround time and accuracy
• Used critical thinking to break down problems, evaluate solutions, and make decisions.

GS-2210-07

• Utilized resolution management to troubleshoot complex customer issues related
  to Voice Over IP systems, facilitating successful transition to full-time remote
  work for numerous IRS network users
  • Acted as customer technical analyst, effectively resolving diverse customer
  problems
  • Collaborated with telecom staff to conduct problem management processes,
  contributing to root cause analysis and resolution of voice and data service
  requests
  • Engaged daily with Voice and Data Network team members to monitor and resolve
  IR Works ticket requests
  • Played key role in installation of WWP project in Trenton, NJ, following
  instructions and guidance from experienced technicians
  • Assisted in tracing downed security telephone lines in Philadelphia Campus
  Garage
  • Traveled to multiple outlining RQD's to assist fellow Technicians with vendor
  surveys and support
  • Conducted troubleshooting and restoration of security telephone lines at
  Philadelphia Campus Garage, ensuring uninterrupted communication and security
  protocols.
  • Provided on-site technical support to remote locations for vendor surveys and
  assistance, reinforcing cybersecurity measures and promoting network resilience.
  • Configured and deployed Cisco 7841 IP desk phones at the Philadelphia Campus,
  enhancing communication infrastructure and addressing user connectivity issues
  promptly.
  • Completed an intensive course on APM Unified Call Manager, specializing in
  VOIP topology, IRS topology clusters, and LDS Administrative Portal
  connections, bolstering expertise in telecommunications security.
  • Managed MAC addresses requiring whitelisting for devices locked out of the IRS
  network, ensuring seamless ticket forwarding and user education on cybersecurity
  protocols.
  • Addressed and redirected technical issues related to EEFax, international dialing,
  contact recording, and Request for Service (RF) tickets, optimizing service
  delivery and user satisfaction.
  • Successfully completed Network Fundamentals and TCP/IP Network ITM
  courses, augmenting proficiency in network security and administration.
  • Assisted Senior Techs in building CAT6 RG45 cables for network port
  installations at POD offices
  • Contributed to installation of 16GB RAM chips for 5,007 customers which
  consists of Revenue Officers, Revenue Agents, Contact Representative, Counsel,
  Management and Executives at Philadelphia campus, under observation of IT
  executive leadership, ensuring mission-critical operations
  • I played a key role in the installation of 16GB RAM chips for 5,007 customers at
  the Philadelphia campus, under the guidance of IT executive leadership, ensuring
  optimal performance and security for critical operations.
  • Conducted Vulnerability Assessments (VGs) at the Harrisburg site, identifying and
  mitigating potential security risks in network infrastructure.
  • Earned numerous CompTIA Security+ certifications and Cisco course
  certifications, enhancing expertise in cybersecurity and telecommunications.
  • Provided end-user training on new software applications, empowering users to
  navigate technology securely and efficiently.
  • Cultivated and maintained strong client relationships, delivering exceptional
  customer service and resolving technical issues promptly to uphold cybersecurity
  standards and ensure client satisfaction.
  

GS-0592-04/07

• To optimize customer service turnaround, deploy HP Scanjet Pro 2600 F1 scanners
  across employee laptops and desks for expedited document scanning.
  • Spearheaded a presentation to program management, showcasing the operational
  efficiency and robust security features of the Ephesoft Cloud HyperExtender
  scanner.
  • Highlighted the scanner's proficiency in aligning with cybersecurity standards and
  its significant value proposition for enhancing business operations.
  • Demonstrated scanner's effectiveness in improving workflow processes and
  contributing to overall security posture of the organization.
  • Collaborated with Senior Information Technology Specialists in systems analysis
  and applications software to conduct equipment testing for upcoming changes.
  • Assisted in evaluating the performance and compatibility of new equipment within
  the cybersecurity framework.
  • Contributed insights and recommendations to ensure that future changes align with
  cybersecurity standards and effectively enhance organizational IT infrastructure.
  Diagnosed and resolved registry errors on laptops to optimize performance and
  stability.
  • Conducted comprehensive testing to verify functionality of all ports, jacks, and
  features, ensuring they operate as intended.
  • Configured and prepared workstations for users in cubicles, ensuring seamless
  setup and functionality.
  • Installed and set up monitors, docking stations, phones, and laptops to facilitate
  efficient workflow and user productivity.
  • Conducted thorough analysis and auditing of internal documents and taxpayer
  returns, ensuring meticulous attention to detail and compliance.
  • Implemented coded entries to rectify and finalize records, maintaining precision
  and adherence to established standards.
  • Spearheaded research initiatives and inquiries with external parties to rectify
  discrepancies in account information, demonstrating proactive problem-solving
  skills.
  • Managed comprehensive record-keeping systems and generated real-time progress
  reports for effective workflow monitoring and reporting.
  • Provided technical guidance and coaching to team members, addressing systemic
  issues and ensuring alignment with IT protocols and standards.
  • Proactively engaged in additional duties and contributed to the execution of pilot
  projects, showcasing initiative and adaptability.
  • Demonstrated expertise in troubleshooting and resolving various technology
  issues, encompassing hardware such as scanners and printers, as well as software
  including Microsoft Word, Excel, and Teams.
  • Facilitated resolution of disputes involving taxpayers, collaborating closely with
  legal teams to provide relevant documentation and expertise as needed, fostering
  effective resolution processes.

GS-0962-05

• Assisted approximately 100 taxpayers per day in navigating basic tax law, forms,
  and IRS services
  • Responded to telephone inquiries,

• providing routine and non-routine information
• Maintained up-to-date knowledge of procedures, policies, and directives
• Expertly assessed taxpayer needs and directed them to appropriate resources.
• Gathered, organized and input information into digital database.
Developed comprehensive reports, enabling management to make informed
decisions based on accurate data analysis.
• Researched relevant resources to assist members, identified member representation
needs and troubleshot next steps to provide optimal support for member.
• Optimized customer experience by delivering superior services and effectively
troubleshooting issues.