• Provide responsive customer support via phone, email, and other channels. • Manage and maintain strong relationships with assigned customer accounts. • Accurately record all customer interactions, investigations, and resolutions. • Monitor system dashboards and security alerts, taking prompt action when needed. • Recreate and troubleshoot reported issues using internal guides and best practices. • Collaborate with internal teams to resolve complex technical problems. • Assist with application roll-outs and updates to ensure smooth implementation. • Identify and resolve system errors to maintain optimal performance. • Support configuration change projects and ensure accurate implementation. • Apply release scripts and perform testing to validate configuration changes. • Complete routine administrative tasks to support daily operations. • Manage communications through shared mailboxes efficiently. • Maintain up-to-date technical and procedural documentation. • Provide out-of-hours support when required to ensure service continuity.

• Take technical ownership of assigned clients, including escalated issues, ensuring resolution of infrastructure- and business-critical problems. • Perform advanced support and troubleshooting for escalated incidents, including network, server, cloud, business application, and workstation issues. • Evaluate client infrastructure, systems, software, and processes to identify deficiencies and recommend improvements or projects to meet client needs. • Lead major incident outages, conduct post-incident reviews, and drive corrective actions, including root cause analysis and documentation. • Identify systemic and pervasive issues, perform trend analysis, and implement permanent solutions to prevent future problems. • Design and validate multi-tenant solutions, including identity management, networking, security, disaster recovery, zero trust, hybrid AD/Entra, Intune baselines, conditional access, identity governance, complex networking/firewall policies, SASE/SWG, and SIEM integrations. • Benchmark, tune, and optimize systems for performance, capacity, and scalability. • Create and maintain documentation, network diagrams, change control approvals, and knowledge base content. • Develop and maintain automation and operational tools, including PowerShell modules, RMM policies, deployment pipelines, compliance checks, and monitoring improvements. • Deliver training, mentor junior engineers, and contribute to team readiness and process improvement initiatives.

• Implementing and administering Zoho CRM and Zoho Recruit to support business operations. • Building workflow automations and leveraging Zoho APIs for process efficiency. • Configuring custom modules and fields within Zoho to meet business requirements. • Integrating Zoho with other platforms using webhooks or iPaaS tools. • Creating and maintaining comprehensive technical and process documentation. • Supporting end-users through ticketing systems and delivering training for business systems.

• Administer and maintain Azure and Power Platform environments, ensuring high availability, performance, and compliance. • Configure, monitor, and optimize resources including Logic Apps, Functions, and Power Automate flows. • Support the design and implementation of CI/CD pipelines (GitHub Actions, Jenkins, Azure DevOps) for secure and efficient deployments. • Apply and maintain automation frameworks (Power Platform, Azure Automation) to reduce manual intervention and improve operational consistency. • Implement and oversee security monitoring, incident response, and compliance reporting aligned with federal O&M standards. • Utilize observability tools to track performance, identify anomalies, and ensure service continuity. • Collaborate with developers, engineers, and cybersecurity personnel to support system integration and modernization initiatives. • Participate actively in Agile Scrum meetings and manage individual tickets through Rally or similar tools, ensuring clear and timely communication across development, engineering, and cybersecurity teams. • Assist with AI agent orchestration and integration of intelligent automation technologies (e.g., Copilot Studio) into system management workflows. • Participate in routine system audits, patching, and updates to maintain compliance with organizational and regulatory requirements. • Maintain system documentation and contribute to continuous improvement of processes and procedures.