Emily Ertz (에밀리 어츠)

Non-Commissioned Officer

• Monitored and supported computer systems, communications equipment, and operational technologies in environments comparable to manufacturing production floors.
• Responded immediately to phone and radio calls from operations and maintenance personnel to resolve system issues and minimize downtime.
• Provided Tier 1–2 support through a secure Enterprise Service Desk (MES-style help desk) using structured ticketing, prioritization, and escalation standards.
• Escalated unresolved issues in accordance with defined procedures to ensure rapid restoration of services.
• Installed, reconfigured, repaired, and replaced desktop computers, scanners, printers, and peripheral devices.
• Built and imaged Windows-based systems, ensuring standardization, reliability, and security compliance.
• Assisted users with system installations, secure email creation, software configuration, and access management.
• Performed preventative maintenance during scheduled downtime, shutdown periods, and holidays to ensure continued system reliability.
• Collaborated closely with other analysts, technicians, and leadership to resolve complex technical issues impacting operations.
• Maintained detailed documentation and strictly followed written and verbal instructions in regulated environments.
• Current U.S. Secret Security Clearance