• Communicate with customers through phone and email with outline of steps performed and solutions• Assist with software related issues via remote desktop programs• Troubleshoot and assist Enterprise and Federal based customers• Knowledge of Disk Storage Arrays, Tape Libraries and Cloud Storage Vendors• Provide findings from reviewing software log files, Hardware, and Operation System event logs• Ability to determine network related issues• Provide Root Cause Analysis for occurrences specific to software, hardware and/or network problems• Work alongside Next tier support and Engineering team regarding software related issues • Leverage and contribute to Knowledge base articles and internal solution system

• Manage personnel records (including transfers, promotions & additional military skill sets) using HR management system software • Interpret & explain HR policies, procedures, standards & regulations • Provide Administrative support for 200+ Soldiers (at a Battalion level) • Prepare military personnel actions & ensuring compliance with regulations • Advise units on personnel & pay questions as well as preparing reports

• Help customers discover, enable & implement high value Microsoft technology solutions & services across a broad range of devices that meet their individual needs• Troubleshoot & provide timely resolution to all customer software & hardware issues• Identify & communicate potentially complex repair situations to store leadership &/or original equipment manufacturers or other partners• Maintain an elite level of product knowledge in all Microsoft retail products, devices &services offerings• Continuously learn through others, self- educate, share specialized knowledge & expertly demonstrate & present the newest product & service offerings across all devices

• Hired, trained & evaluated personnel in sales, promotion &/or performance management when appropriate• Performed regular price audits, inventory audits & floor zoning audits• Created work schedules & kept ongoing records of employees' availability & requests as well as OT reports• Prepared detailed sales & inventory reports for Management & Finance dept. to align operating expenses & investments• Supervised 30 associates, led group training on hardware & services