Escalation Team Lead / Technical Lead

Lead a global escalation team of 3–4 engineers and manage delivery for high-priority enterprise customer cases. Own prioritization of escalation-related R&D work, coordinate available engineering resources, track delivery outcomes, mentor engineers, and represent the escalation team with product, support, and R&D stakeholders.

Personally investigate complex identity and directory-service escalations through resolution, collaborating with R&D on confirmed product defects. Coordinate case triage through Salesforce and PagerDuty, manage on-call coverage, and deliver technical training for development and R&D teams.

Build C#/.NET, PowerShell, and Python automation to reduce repetitive troubleshooting and improve investigation consistency. Handled approximately 1,100 priority escalations over six years without SLA breaches; in the past year created 200+ tracked work items, investigated root cause for 61 bugs, and submitted 47 pull requests, 37 of which were merged.

Provided technical leadership for an Active Directory consolidation involving more than 12,000 users across nine domains. Planned and executed server migration processes, including P2P, P2V, and V2V migrations, as well as inter-site replication and DHCP redesign.

Developed automation for core application upgrades and rollout across more than 600 Wintel servers. Managed multiple transition and transformation projects using waterfall delivery methods, aligned technical delivery with business goals, and provided RCA for critical Sev1 incidents.

Operated enterprise SharePoint infrastructure at L3 level for multiple customer accounts. Provided on-call support and maintained production service reliability.

Built automation for patching and monitoring activities to improve operational efficiency and consistency across the managed infrastructure.

Designed and implemented complex Wintel infrastructure solutions for global clients. Delivered Active Directory migrations, antivirus deployments, and transition and transformation projects.

Built live-like QA validation environments to test infrastructure changes and support reliable delivery. Provided L3 infrastructure expertise for enterprise systems and complex customer environments.