• Achieve customer services goals consistently, including SLA adherence, customer satisfaction feedback, response, and resolution time• Communicate with external vendors and support personnel to resolve incidents rapidly• Monitor Remote Monitoring and Management system alerts and notifications and respond accordingly• Work with Senior Technicians to develop solutions for client needs and escalate as necessary• Maintain complete documentation of client’s systems, including diagnosis and resolution• Complete pre-configuration and onsite deployment of advanced networking and server equipment, as well as cloud-hosted services• Participate in a 24x7 on-call rotation to provide after-hours support to clients• Created the client training documentation and assisted with designing a process to implement this training.

• Purchasing, Procurement, and Operations• Created multiple processes in the Sales, Production and Customer Service areas of the business to increase efficiency, productivity and laid out a cost and accountability tracker for each process• Led ground-up development of inventory control and production systems. Features included complete product life cycle and creation of a centralized, inventory database. This enabled cost analysis and appropriate product pricing, enhancing SKU profitability• Developed production tracking and quality control systems to analyze and control for production, quality, maintenance, and operational issues• Increased vendor accountability regarding raw materials, reduced production defects due to materials issues while enabling better raw material flow to production processes• Sourced materials and negotiated with suppliers and vendors to secure competitive pricing on product and raw materials resulting in a 12% supply cost reduction• Reconciled daily inventory via Inflow for 4000+ SKUs and organize and maintain stockyard product storage• Implemented new cost control procedures resulting in a 10% decrease in annual operating costs• Troubleshoot and resolve Internet connectivity, general software, and hardware issues, which lead to minimal downtime for all company hardware• Reviewed new customer orders, coordinate rush order and accommodate order changes which created better overall customer support procedures.

• Made changes to web pages as requested• Worked on multiple projects for very areas of the website.

• Performed combat related duties during two deployments as Infantryman (11B)• Created and maintained link diagrams to monitor high value targets and how they interacted with the various cells in our Area of Operation• Worked with S-2 (Military Intelligence) and lead teams on covert, counter-insurgent operations• Maintained positive inventory of all secret items utilized by the battalion• Gave daily briefs to Battalion and Brigade executive officers on overall situational awareness• Kept soldiers in the field apprised of changing enemy tactics• Created mission planning packets, which included 3 weeks of Area of Operations surveillance, and a full logistical writeup for a battalion size mission.