• Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments. • Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage. • Perform advanced troubleshooting across desktop, server, network, and application environments, including VPN, VLAN, firewall, connectivity, identity, and access-related issues. • Own incidents end-to-end—from prioritization through resolution—ensuring clear communication, SLA adherence, and positive client outcomes. • Support and maintain enterprise systems including Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications. • Coordinate and manage vendor and ISP escalations for outages, degraded performance, or platform-level issues. • Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes. • Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency. • Act as a technical mentor and resource for Engineer I and II team members through live incident support and best-practice guidance. • Participate in after-hours maintenance windows or on-call rotation as required, working independently with minimal supervision and strong technical judgment.

• Provide support for installs, upgrades, and configuration of the Unisys OS2200 systems. • Provide audit and inspection support for the government to include providing artifacts and evidence. • Implement Cyber Command Communication Tasking Order /Fragmentary Order/Information Operations Conditions requirements. • Create appropriate level of user accounts according to user role access for the Unisys OS2200 system both user and system accounts. • Perform system backups IAW DISA regulations. • If backups fail, perform recovery steps and provide a detailed summary of all steps performed to correct backup failure. • Ensure Unisys OS2200 and supporting Windows systems environments are properly configured and functioning with DISA specified network and storage (EMC) components. • Monitor, maintain, and troubleshoot VTL Server as it relates to virtual tape processing within the Unisys operating environments.

• Build trusted relationships through direct communication with Veeva teams such as Sales and Finance & Operations, along with our customers • Create and process subscription and renewal opportunities and quotes in a timely and accurate manner • Answer customer questions about the order process and provisioning status • Collect relevant documentation to close out opportunities • Daily navigation of CRM system, including, but not limited to - creating opportunities, running reports, searching for current orders, and building quotes • Working on special projects, as needed

• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions • Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software • Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other third parties • Manage the WMS environments and migration of configurations between environments • Support the operation and continuous improvement of the monitoring of cloud solutions • SQL performance monitoring / index and query tuning • Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution • Maintain clear, concise communication with customers and internal teams • Accurately document all relevant information in the ticketing system • Collaborate seamlessly with internal teams, external partners, and vendors • Proactively escalate tickets when necessary to ensure timely resolution