Matthew Thompson

• Windows 10/11 installation, configuration, and troubleshooting
• PC hardware troubleshooting, upgrades, and component replacement
• Desktop and laptop setup, imaging, and system configuration
• Software installation, updates, and application troubleshooting
• Malware detection, removal, and basic endpoint cleanup procedures
• Virus/malware troubleshooting and system recovery steps
• Printer, peripheral, and device troubleshooting
• User account support and password reset procedures
• Basic ticketing workflows and troubleshooting documentation
• Remote support fundamentals
• Customer service and technical issue resolution
• Windows workstation administration
• Windows Server fundamentals
• Active Directory fundamentals
• User and group management
• NTFS permissions and access control concepts
• Group Policy fundamentals
• System updates, security settings, and configuration management
• Virtualized Windows lab environments using VirtualBox
• Ubuntu Linux administration
• Linux command-line navigation and troubleshooting
• File and directory management
• User and group administration
• Linux permissions (chmod, chown)
• Package management
• Service and process management
• SSH remote access
• Basic Linux system maintenance
• AWS account and resource management
• IAM users, groups, roles, and policies
• Least privilege access concepts
• Amazon S3 configuration and permissions
• AWS CLI usage
• Cloud security fundamentals
• Security groups and access control concepts
• Basic cloud troubleshooting
• TCP/IP fundamentals
• IPv4 addressing and subnetting
• DNS and DHCP concepts
• VLAN configuration practice using Cisco Packet Tracer
• Router and switch configuration fundamentals
• Network troubleshooting
• Wireshark traffic analysis basics
• Nmap scanning fundamentals
• Secure Wi-Fi configuration concepts (WPA2/WPA3)
• Basic network hardening practices
• Network segmentation concepts
• Firewall configuration fundamentals
• Secure device onboarding and configuration

• Executes safe aircraft pushback and towing as needed along with following guidelines and safety procedures.
• Performs GO crewmember responsibilities as a working member of the team, in addition to the below

• Abluty to oversee mutupie tasks al once Including crewmember oversign. Delegates lasks to ean crewmember within their team, ensuring di pre-departure and departure processes are accounted for. Leads a safe and secure operation and ensures respectful workplace policies are practiced

• Oversees the accurate execution of bag delivery, movement, scanning, cargo and COMAT handling (loading, unloading, catering seal break etc.)
• Accountable to Supervisor and above for monitoring and executing the safety and security programs at the station to ensure a safe and secure workplace for crewmembers
• Resolves escalated operational and crewmember issues and leads by example while conducting wellbeing checks with all crewmembers on the team (heat, weather ops). Provides operational leadership during regular and irregular operations and assumes supervisory responsibilities where needed
• Provides technical/operational support to Ground Operations crewmembers and guides crewmembers in standard operating procedures
• Provides feedback through mentoring and guidance-based discussions with crewmembers in conjunction with Supervisor and Leadership teams
• Coordinates and collaborates with peer group, as well as other operational groups, to ensure the operation is running effectively and according to plan

• Ensures crewmembers on the team alive prompuy at te gate and worklodo is eventy distributed. Understands and promotes du relevan operational metrics and policy updates and communicates plan to team

* communicates operauonal recaps dna teeaback to leadership rough verbal or writen means with ne abluty to interact erectvely di all levels or manacement and public contact

• Ensures timely completion and accuracy of paperwork, audits, and other security or administrative functions
• Supports Supervisors with Staffing Management in conjunction with leadership team within area of oversight e.g., Ramp, lav and water servicing, Bagroom, Ground Support Equipment (GSE) and additional GO functions etc.
• Provides input on operauonal improvements and emiciencies
• Oversees the responsible use and tracking of tools, equipment (GSE), scanners, and devices
• Works with Leadership to ensure crewmembers are adhering to JetBlue Uniform Policy Manual Standards
• Report Out of Service (OOS) GSE with communication and escalation to Supervisor if needed
• Respond to any safety incidents/concerns within area of oversight
• Provide Teams with specific flights/duties - (if no MAPLE)
• Assign carousel scanners (if no one assigned; if not array system)

• scan inbound bags al carousel (as needed Dasis) ana monitor bag/cargo todds & smit manpowe

• Other duties as assigned

Sanitation & security searches performed for aircraft