MAS - Cloud Lake Technology LLC - 47QTCA20D00AT

Federal Supply Service

Authorized Federal Supply Schedule Price List

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order are available through GSA Advantage! ®, a menu-driven database system. The INTERNET address GSA Advantage! ® is: GSAAdvantage.gov.

INFORMATION TECHNOLOGY SCHEDULE PRICELIST

GENERAL PURPOSE COMMERCIAL INFORMATION TECHNOLOGY

EQUIPMENT, SOFTWARE AND SERVICES

Special Item No. 54151S - Information Technology Professional Services

Special Item No. 518210C – Cloud and Cloud-Related IT Professional Services

Special Item No. ANCILLARY – Ancillary Supplies and Services

Cloud Lake Technology, LLC 2553 Dulles View Drive, Suite 700

Herndon VA 20171

TELEPHONE 703-766-6260

Fax 571-482-5340 http://www.cloudlakellc.com

CONTRACT NUMBER: 47QTCA20D00AT

Period covered by contract January 3rd 2020 to January 2nd 2025

Pricelist current through Mod PS-008 dated June 27, 2023 http://gsaadvantage.gov/ http://www.cloudlakellc.com/ http://www.cloudlakellc.com/

INFORMATION FOR ORDERING ACTIVITIES

1a. Table of awarded special item number(s) with appropriate cross-reference to item descriptions and awarded price(s). 54151S and 518210C. See Price List and Labor Category Description on Page 4

1b. Identification of the lowest priced model number and lowest unit price for that model for each special item number awarded in the contract. This price is the Government price based on a unit of one, exclusive of any quantity/dollar volume, prompt payment, or any other concession affecting price. Those contracts that have unit prices based on the geographic location of the customer,should show the range of the lowest price, and cite the areas to which the prices apply. See Price List on Page 4

1c. If the Contractor is proposing hourly rates, a description of all corresponding commercial job titles, experience, functional responsibility and education for those types of employees or subcontractors who will perform services shall be provided. If hourly rates are not applicable, indicate “Not applicable” for this item. See Price List on Page 4

2. Maximum order. $500,000

3. Minimum order. $100

4. Geographic coverage (delivery area). Domestic Delivery within the 48 contiguous states, Alaska, Hawaii, Puerto Rico, Washington, DC, and U.S. Territories.

5. Point(s) of production (city, county, and State or foreign country). US

6. Discount from list prices or statement of net price.

7. Quantity discounts. None

8. Prompt payment terms. None

9a. Notification that Government purchase cards are accepted at or below the micro-purchase threshold. Yes

9b. Notification whether Government purchase cards are accepted or not accepted above the micro-purchase threshold. No

10. Foreign items (list items by country of origin). N/a

11a. Time of delivery. (Contractor insert number of days.) TBD at Task Order Level

11b. Expedited Delivery. The Contractor will insert the sentence “Items available for expedited delivery are noted in this price list.” under this heading. The Contractor may use a symbol of its choosing to highlight items in its price lists that have expedited delivery. TBD at Task Order Level

11c. Overnight and 2-day delivery. The Contractor will indicate whether overnight and 2-day delivery are available.

Also, the Contractor will indicate that the schedule customer may contact the Contractor for rates for overnight and 2-day delivery. TBD at Task Order Level

11d. Urgent Requirements. The Contractor will note in its price list the “Urgent Requirements” clause of its contract and advise agencies that they can also contact the Contractor’s representative to effect a faster delivery. TBD at Task Order Level

12. F.O.B. point(s). Destination

13a. Ordering address(es).

2553 Dulles View Drive, Suite 700 Herndon VA 20171

13b. Ordering procedures: For supplies and services, the ordering procedures, information on Blanket Purchase Agreements (BPA’s) are found in Federal Acquisition Regulation (FAR) 8.405-3.

14. Payment address(es).

2553 Dulles View Drive, Suite 700 Herndon VA 20171

Warranty provision.

15. Export packing charges, if applicable. N/a

16. Terms and conditions of Government purchase card acceptance (any thresholds above the micro-purchase level). N/a

17. Terms and conditions of rental, maintenance, and repair (if applicable). N/a

18. Terms and conditions of installation (if applicable). N/a

19. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices (if applicable). N/a

20a. Terms and conditions for any other services (if applicable).

20. List of service and distribution points (if applicable). N/a

21. List of participating dealers (if applicable). N/a

22. Preventive maintenance (if applicable). N/a

24a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants). N/a

24b. If applicable, indicate that Section 508 compliance information is available on Electronic and Information Technology (EIT) supplies and services and show where full details can be found (e.g. contractor’s website or other location.) The EIT standards can be found at: www.Section508.gov/.

25. UEI number - X8AWGED37S77

26. Notification regarding registration in Central Contractor Registration (CCR) database. Yes http://www.section508.gov/

GSA Price

SIN(s) Labor Category GSA Price (Including

IFF)

GSA Price (Including

IFF)

GSA Price (Including

IFF)

GSA Price (Including

IFF)

GSA Price (Including

IFF)

June 3rd 2020 to June 2nd 2021

June 3rd 2021 to June 2nd 2022

June 3rd 2022 to June 2nd 2023

June 3rd 2023 to June 2nd 2024

June 3rd 2024 to June 2nd 2025

54151S Administrative Professional $62.88 $64.45 $66.06 $67.71 $69.40 54151S Data Analyst $96.03 $98.43 $100.89 $103.41 $106.00 54151S Programmer $118.74 $ 121.71 $124.75 $127.87 $131.07 54151S Subject Matter Expert $207.74 $212.93 $218.25 $223.71 $229.30 54151S Program Manager $176.30 $180.71 $185.23 $189.86 $194.61 54151S Project Manager $143.44 $147.03 $150.71 $154.48 $158.34 54151S Security Engineer $128.00 $131.20 $134.48 $137.84 $141.29 54151S Infrastructure Engineer $118.15 $121.10 $124.13 $127.23 $130.41 54151S Administrative Professional $62.88 $64.45 $66.06 $67.71 $69.40

518210C Chief Cloud Architect/Infrastructure Engineer

N/a $199.14 $204.12 $209.23 $214.46

518210C Cloud Systems Admnistrator N/a $130.10 $133.35 $136.69 $140.10

518210C Program Manager - Cloud N/a $234.40 $240.26 $246.26 $252.42

518210C Virtualization/DevOps SME - Cloud

N/a $181.74 $186.28 $190.94 $195.71

518210C Network Engineering SME - Cloud

N/a $201.96 $207.01 $212.19 $217.49

518210C Storage SME - Cloud N/a $196.20 $201.10 $206.13 $211.28

518210C Process Analyst - Cloud N/a $115.86 $118.75 $121.72 $124.77

518210C Virtualization/DevOps - Cloud N/a $145.65 $149.29 $153.02 $156.85

518210C Cloud Management Project Manager

N/a $161.47 $165.51 $169.64 $173.89

ANCILLARY Web Content Administrator N/a $97.56 $100.00 $102.50 $105.06

ANCILLARY Quality Assurance Specialist N/a $104.44 $107.06 $109.73 $112.48

ANCILLARY Helpdesk Specialist N/a 74.68 76.55 78.46 $80.42

Labor Category Description

SIN 54151S

Labor Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education

Administrative Professional

2+ The Administrative Professional provides support by handling a variety of office support tasks in order to ensure that all interactions between the customer organization and their stakeholders are positive and productive.

Responsibilities:

• Effectively handle office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies.

• Provide real-time scheduling support by booking appointments and preventing conflicts.

• Make travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations.

• Screen phone calls and routing callers to the appropriate party.

• Use Microsoft applications and other tools as specified to generate reports, transcribe minutes from meetings, create presentations, and conduct research.

• Anticipate the needs of others in order to ensure their seamless and positive experience.

• Provide reports and documentation as specified by leadership and contract.

• Greet and assist visitors.

• Maintain polite and professional communication via phone, e-mail, and mail.

• Perform other duties as required.

Associate degree

Data Analyst 3+ The Data Analyst focuses on the collection, documentation, and storage of specified data and/or information as defined by the delivery scope.

Responsibilities:

• Identify sources of required data / information in order to meet the data call.

• Collect and store data or information securely and per policy.

• Manage master data, including the creation, update, and deletion as required.

BA

or

May be substituted with 4 years of related experience.

Labor Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education

• Manage access and change management to data and information as specified.

• Provide quality assurance of the data or information and work with quality assurance personnel as necessary.

• Manage the successful commission and decommission of data sets.

• Process confidential data and information according to established policy and guidelines.

• Provide analysis on data as requested and assist in the development of reports.

• Manage and design the reporting environment, including data sources, security, and metadata.

• Support the data warehouse by identifying and revising reporting requirements if applicable.

• Support initiatives for data integrity and normalization.

• Assist in testing and assess test results of data collection process, environment, and tooling.

• Assess test results and implement new or upgraded tools that meet strategic objectives as defined.

• Generate reports from single or multiple systems as requested or required.

• Troubleshoot the reporting tools or environment as applicable.

• Train peers and end users on new reports and dashboards, etc.

• Provide technical expertise on data storage structures, data mining, and data cleansing as applicable.

• Respond effectively to service desk tickets within expected response times.

• Proactively recommend improvements that improve data or information management delivery and execution.

• Provide reports and documentation as specified by leadership and contract terms.

Programmer 3+ The Programmer creates secure and functional quality coding solutions both for simple applications and complex information or operating systems..

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education

• Collaborate with business analysts, user stakeholders, and developers to produce software designs.

• Formulate program specifications and basic prototypes.

• Transform software designs and specifications into high functioning code in the appropriate language.

• Integrate individual software solutions to higher level systems.

• Incorporate security best practices into programming tasks as per established policy and procedures.

• Use web-based tools to create advanced P/SaaS when applicable.

• Test code periodically to ensure it produces the desirable results and perform debugging when necessary.

• Perform upgrades to make software and systems more secure and efficient.

• Collaborate with technical writers to create documentation for user support.

• Conform to established configuration management policies and procedures.

• Conform to established change and release management policies and procedures.

• Understanding and experience with waterfall and agile methodologies as applicable.

• Proactive learning on new and upcoming programming languages, methodologies, etc.

• Support on call rotation as needed.

• Respond to service desk tickets for debugging and enhancements.

• Support deliverables as required (documentation, code, presentations).

with 4 years of experience

Subject Matter Expert

10+ The Subject Matter Expert functions as the knowledge area leader and conduit to their peers, project stakeholders, the customer, and leadership.

The qualified candidate is motivated to serve as a trusted advisor for their area of expertise. S/he proactively documents policy, plans, procedures and process that support their area of ownership. They constantly seek new ways to improve, innovate, and modernize their functional and/or technical area.

with 4 years of

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

• Understand, articulate, and implement best practices related to their area of expertise.

• Provide leadership to programs, projects, tasks, inquiries that require specialized knowledge and/or expertise.

• Provide guidance on how their area of capability can resolve an organizational need, and actively participate in all phases of the life cycle.

• Lead the formulation and application of roadmap and implementation strategy.

• Document policy, standards, procedures, and processes that govern the application of delivering services or capabilities within the SME’s area of expertise.

• Mentor team members and other stakeholders as needed.

• Prepare presentations and brief as needed.

• Provide training as needed.

Program Manager

10+ The Program Manager should have proven experience in successfully leading IT programs, managing a variety of stakeholders, from engineers up to senior executives, managing multiple project managers within a program or a portfolio, competency in Microsoft applications including Word, Excel, PowerPoint, Project, Visio, Outlook, Office 365, etc.

Responsibilities:

• Act as the primary coordinator between multiple interrelated projects within the organization to ensure they are aligning with overall business goals and are not in conflict with each other.

• Develop programs that support the organization's strategic direction and create and manage long term goals.

• Develop and maintain budgets and operating plans for programs and support writing program funding proposals.

• Organize programs and activities in accordance with the mission and goals of the organization with 4 years of

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education and develop new programs to support the strategic direction of the organization.

• Create and manage long-term goals and develop and maintain a program roadmap.

• Develop a budget and operating plan for the program.

• Develop an evaluation method to assess program strengths and identify areas for improvement.

• Write program funding proposals to guarantee uninterrupted delivery of services.

• Manage a team with a diverse array of talents and responsibilities.

• Ensure goals are met in areas including customer satisfaction, safety, quality, and team member performance.

• Implementing and managing changes and interventions to ensure project goals are achieved.

• Meet with stakeholders to ensure communication is transparent regarding program and project issues and decisions.

• Produce accurate and timely reporting of program status throughout its life cycle.

• Analyzing program risks and develop mitigation plans.

• Develop a strategy for marketing the program as applicable.

Project Manager

7+ The Project Manager manages key client projects with the goal of completing projects to the satisfaction of the stakeholder base. That goal translates to ensuring the project’s plan baseline (e.g., schedule, scope, budget, resources, and risks) are all effectively managed via change control to ensure client expectations are met throughout the lifecycle.

The qualified candidate is experienced in managing project changes mid-flight and ensuring buy-in approvals for those changes so that limited escalations and thrashing are experienced throughout the project.

• Work directly with customers to ensure deliverables fall within the contracted scope and budget.

with 4 years of

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education

• Coordinate with other departments to ensure all aspects of each project are compatible and resolve conflicts.

• Define required skills, interview, and potentially hire new personnel / resources as needed to fulfill client needs.

• Coordinate project resources as well as third parties/vendors in the execution of project tasks and activities.

• Develop and maintain detailed project plans, WBS’, etc., in order to accurately monitor and track progress.

• Manage deliverables and risks to ensure projects are delivered to the agreed upon schedule and meet the established scope and budget.

• Assist in the definition of project scope and objectives and monitor compliance throughout the project lifecycle.

• Identify and manage project stakeholders.

• Develop and execute a communication plan throughout the project lifecycle.

• Develop and maintain a risk management plan throughout the project lifecycle.

• Develop briefs and presentations as needed for the customer; present to leadership as required.

• Manage changes to the project scope, schedule, and budget; ensure appropriate approvals for all changes and document and communicate as required.

• Continually measure project performance and report as required.

• Create and maintain comprehensive project documentation

• Attend conferences and training as required to maintain proficiency.

• Manage contract terms and conditions, to include meeting or exceeding client expectations with regards to deliverables.

• Perform other related duties as assigned.

Security Engineer

4+ The Security Engineer’s primary goal is to protect the information technology resources from breaches, intrusions, data spills, and other established or unknown security risks. The qualified candidate is a strong multi-tasker with a keen eye for detail. S/he is well organized and thrives in a fast-paced, high-stress environment. They are proactive leaders that are able to bring together disparate teams/organizations and

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education motivate them to serve a common goal of delivering secure information technology services to our customer and their stakeholder base while meeting contract deliverables.

• Serve as technical advisor with direct creation and coordination of system security plan design, development, execution, implementation, security operations and maintenance as needed.

• Develop Information Security Plans and Policies to ensure customer’s information security strategy and objectives are being met.

• Develop a set of security standards and best practices for the organization, and recommend security enhancements to management as needed.

• Develop strategies to respond to and recover from a security breaches or published risks.

• Educate the workforce on information security through training and building awareness.

• Implement Protections to customer resources as specified, which could include installing and use of software and other tools such as firewalls and data encryption programs.

• Implement programs that are designed to protect the customer’s sensitive information.

• Assist users with installation or processing of new security products and procedures.

• Develop test plans and executing testing on resources to detect and measure vulnerabilities.

• Conduct periodic scans of networks to detect vulnerabilities; work in conjunction with SMEs to develop. They also conduct penetration testing, in which they simulate an attack on the system to highlight or find any weaknesses that might be exploited by a malicious party.

• Monitor for Security Breaches or intrusions and install/support software and tools that provide alerts and monitor for irregular system behavior.

• Lead investigations into security breaches and define incident response requirements and activities.

• Lead the technical and forensic investigation into how the breach happened and the extent of the damage. They prepare reports of their findings to be reported to management.

with 4 years of

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Infrastructure Engineer

3+ The Infrastructure Engineer will use their information technology expertise to build, maintain and coordinate the digital networks and systems that support our customer’s networked environments, proficient with infrastructure technologies and hardware.

Responsibilities:

• Serve as trusted advisor on applicable infrastructure components and resources to peers, customer, and user stakeholders.

• Install, upgrade, migrate, and maintain operating environments and their resources as defined.

• Participate in infrastructure and software projects as required.

• Monitor and provide necessary maintenance to operating environments within contract scope to ensure uninterrupted integrity and availability of resources as defined.

• Ensure established infrastructure security policy, procedures, and processes are executed within environment; monitor for any anomalies and escalate per established protocol.

• Responding quickly and effectively to resource or environment alerts or problems.

• Support maintenance window activities.

• Abide by established configuration and change management policy and procedures.

• Maintain a thorough understanding of data classifications and related laws; understand how to implement security posture to safe guard data.

• Responding as expected to service desk tickets in the allotted response window.

• Documenting all reported malfunctions and actions taken in response within the established response window; ensure reports with 4 years of

Category Title

Years Minimum

Experience Functional Responsibilities Minimum

Education are professionally written and suitable for senior management review.

• Support the design of the infrastructure architecture as requested; support the documentation of the infrastructure design as required.

• Proactively recommend resource and environment upgrades and other changes in order to improve operating environments.

• Propose repair strategies and support execution as applicable.

• Provide reports and documentation as specified by leadership and contract.

SIN 518210C

Labor Category Title Years

Minimum Experience

Functional Responsibilities Minimum Education

Chief Cloud Architect 10+

Responsible for providing technical leadership and guidance in architecting and deployment of cloud services and solutions. Assists with planning and managing the design, implementation, and deployment of cloud services. Provide expertise in developing integrated architectures for software, database, and networking systems;

developing integrated systems for digital publishing and delivery of information via a distributed authorship model; and adopting industry best practices such as human-centered design methodologies. Assist with implementing cloud security solutions to protect digital systems and infrastructure from common and zero-day vulnerabilities.

BA or BS

Or

May be substituted with 5 years of related experience.

Cloud Systems Administrator 5+

Responsible for daily administration of cloud infrastructure and platforms. Serves as cloud service administrator and manages all cloud services with commitment to implementing best practices in optimization, quality assurance cloud architecture, design, engineering, testing and implementation.

Ensures standardized and regulatory compliant Operations and Management (O&M) processes. Ensure systems are compliant with applicable regulations, policies, and guidance such as FISMA compliance with NIST 800-37.

experience.

Cloud Program Manager 12+

Responsible for providing technical leadership and overall management of cloud services program(s). Provides consultancy and advisory support to C-level executives with expert technical knowledge and analysis of highly specialized IT engineering and cloud computing environments. This includes strategic functional system analysis, design and integration, and implementation advice on exceptionally complex problems which require extensive knowledge of the subject matter for effective implementation. Assists with planning and managing the design, implementation, and deployment of cloud services. Coordinates and monitors the scheduling, pricing, and technical performance of cloud programs. Leads and facilitates steering committee or working group meetings. Provides program management support to project teams on

Labor Category Title Years

Minimum Experience

Functional Responsibilities Minimum Education complex projects to include initiating, planning, controlling, executing, and closing tasks of a project or segment of a project to procure the cloud solution deliverable.

Virtualization/DevOps SME - Cloud

5+

Responsible for planning & transitioning of legacy IT services to cloud computing platform. Plans transition of functionality from legacy services to the cloud. Installs, configures, and manages customers’ Virtualization products like Microsoft Hyper V and VMWare.

Establishes and complies with organizational standards and frameworks in creating and maintaining classified and SBU cloud environments. Ensures standardized and regulatory compliant Operations and Management (O&M) processes. Assesses the alignment of network engineering design principles/trends with desired mission strategies and objectives, concept of operations, business processes, and technology standards. Coordinates change management in alignment with existing organizational cloud services governance.

Implements best practices in optimization, quality assurance cloud architecture, design, engineering, testing and implementation.

Network Engineering SME - Cloud 5+

Responsible for all Cisco engineering, planning & transitioning of legacy services to the organizations’ public and private cloud infrastructures. Establishes and complies with organizational standards and frameworks in creating and maintaining classified and SBU cloud environments. Serves as classified and SBU network administrator and manage all network services with commitment to implementing best practices in security, optimization, quality assurance cloud architecture, design, engineering, testing and implementation for classified and SBU environments. Assesses the alignment of network engineering design principles/trends with desired mission strategies and objectives, concept of operations, business processes, and technology standards

Years

Minimum Experience

Functional Responsibilities Minimum Education

Storage SME - Cloud 10+

Responsible for managing the requirements and tasks that surround planning & transitioning of legacy classified and SBU storage infrastructures to public and private clouds. Provides all storage-related support for the customer’s projects using SAN/NAS/SDD type devices. Serves as a backup/restore subject matter/Tier 3 expert for issues affecting the customers’ new private and public clouds. This includes and is not limited to: designing, configuring, installing, mapping LUN assignments, backups and restores, traffic and disk management, scheduling applications, reporting, etc.

Process Analyst - Cloud 10+

Responsible for collecting and documenting requirements and tasks that surround planning & transitioning of legacy IT services to private or public clouds. Develops cloud computing project plans, schedules, design, development, integration, securing, documentation, and deployment of using best practices in cloud computing methodologies and standards for classified and SBU environments. Drives the discovery process by capturing legacy requirements and any new ones that must be transitioned to the cloud environments. Collects and provides data/metrics that support any required in SLA, MOU, and MOAs. Supports engineering or production team with process maps using Business Process Model Notation (BPMN) for requirements for planned service transition to the cloud.

Virtualization/DevOps Administrator - Cloud 5+

Responsible for planning & transitioning of legacy IT services to cloud computing platform. Responsible for O&M upon transition. Installs, configures, and manages customers’ Virtualization products like Microsoft Hyper V and VMWare. Automates tasks associated with daily operations of cloud infrastructure. Builds and administers virtual machine environments within computing environments. Provides daily administration of cloud infrastructure. Serves as cloud service administrator and manages all cloud services with commitment to implementing best practices in optimization, quality assurance cloud architecture, design, engineering, testing and implementation. Ensures

HS or GED

Years

Minimum Experience

Functional Responsibilities Minimum Education standardized and regulatory compliant Operations and Management (O&M) processes. Coordinates change management in alignment with existing organizational cloud services governance. Implements best practices in optimization, quality assurance cloud architecture, design, engineering, testing and implementation manages cloud network operations.

Cloud Management Project Manager 5+

Responsible for the overall management of delivery order and ensures that both the technical and operations solutions and schedules are implemented in a timely manner. Provides services in support of the following project management processes for Cloud management projects and tasks:

project integration management, scope management, time management, cost management, quality management, resource management, communications management, risk management, and administrative management. Provides technical leadership and management support to include developing and managing an Integrated Master Schedule (IMS) for cloud services project and its milestones; preparation and presentation of technical, management, and operational briefings; and portfolio management.

experience.

ANCILLARY

Labor Category Title

Years Minimum

Experience Functional Responsibilities Minimum Education

Web Content Administrator 12+

Responsible for content administration and migration in digital media platforms. Assist communication efforts with website visitors, developing and institutionalizing communication templates, and delivering communications as outlined in the process documentation. Perform content management tasks to manually import content (e.g., text, images, files, metadata, links, and graphics) from legacy websites into the new platform, organizing the content in accordance with publishing standards and following the guidelines on the content mapping documents.

Conduct multiple and continuous quality assurance reviews to ensure content is complete and accurate.

May be substituted with 5 years of related experience

Quality Assurance Specialist 5+

Responsible for providing quality assurance (QA) and other conformance support for a project(s) or organization(s). Conduct ad hoc or continuous quality assurance reviews to ensure adherence and compliance with regulatory, legal, safety, and other policies and procedures. Ensure accuracy and completeness of all deliverables. Implement continuous quality improvement in accordance with ITIL practices.

May be substituted with 5 years of related experience

Helpdesk Specialist 3+

Responsible for managing problem resolution process from the initial contact with the customer(s) to resolution of the incident, problem, or service request. Monitor and respond accordingly to an incoming queue of automated tickets, maintaining the appropriate staffing levels to manage to SLAs. Create tickets in the ticketing system in response to user requests, including requests made via phone calls, emails, and digital productivity tools. Escalate and route tickets using approved ticketing software.

HS or GED