MicroStrategy, Vienna, VA Feb 2000 – July 2020Technical Support Manager Supervised daily operations, including schedules, escalations, and reporting. Developed and managed BI reporting tool to maintain, track, schedule, and decommission both legacy software and hardware. Prioritized projects, identified goals, determined budget and scope, and assigned staff to reach goals. Maintained performance metrics and survey targets for quality service delivery. Handled ticketing process and responded to day-to-day needs. Performed analyses, created reports, and facilitated implementations utilizing the MicroStrategy BI toolset.  Maintained records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution. Developed hardware operation, which include procurement, tracking, configuration, assignment, returns, and disposal for both iOS and Windows operating systems. Responsible for inventory ordering / management in the US and Canada ensuring yearly budget adherence – approx. $750,000.00 USD. Improved engineering processes and created workflows to acquire, configure and deliver hardware to end user.Technical Support Engineer/Computer Operator Supported end users with hardware and software needs. Performed general maintenance and repair of technical equipment. Installed software and hardware applications. Field questions pertaining to user inquiries regarding computer software or hardware and presented solutions. Installed, maintained, monitored, analyzed, and troubleshot equipment and software in support of computer operations.Computer Support Specialist  Performed regular maintenance to ensure networks were operating correctly. Troubleshot networks (LANs, WANs) and Internet systems. Worked with users to properly diagnose problems and work through the fix. Trained users to work with new computer hardware or software.

Managed a retail auto parts store for the Fairfax Auto Parts (currently a NAPA franchise) - responsible for over 30 accounts, 10-12 employees, and approx. $350,000 inventory.