Reduce backlog maintaining sd2 goals, incident Resolution (service restoration infrastructure event, infrastructure restoration) Critical - 4 hours High – 48 hours Medium - 5 days Low - 10 days reviewed with hank, adding close remedy tickets within 30 days. working on reducing backlog in current queue. famaliarize self with Windows 7 and share knowledge with other teammates Reviewed with Hank...Study of Win 7 manuals as well as windows 7 internals. upcomming Windows tools recomendations gain better profeciency in windows security principles and assist in windows related security issues . Win 7 security guidelines self study underway. studying Certified Ethical Hacker Review Security audits in Green area and derive procedures and actions to close issues documented by Retina Scanner results.