I am a Support Team Lead with over 15 years of technical experience and 2 years of remote leadership. My expertise lies in managing distributed teams, handling escalations, and delivering responsive support across both Windows and Linux platforms. Additional experience includes ISP support for DSL services. I have a strong background in Active Directory, Exchange, VPN, and various remote support tools, which allows me to optimize processes effectively. Throughout my career, I have proven my ability to improve workflows and provide support to Tier I, II, and III users. My core competencies include team leadership and remote supervision, ensuring that my teams operate efficiently and effectively. I am seeking full-time remote roles where I can leverage my skills and experience to contribute to organizational success.
Supervised team of 10 remote workers, overseeing technical conversion projects for healthcare forms. Managed escalations, clarified project scopes, and ensured timely delivery. Created documentation and process workflows to reduce errors and improve turnaround. Delivered Tier 2 support for customers needing advanced form logic or platform troubleshooting.
Led a team of 4–6 technicians handling server diagnostics and testing. Authored failure reports, collaborated with Intel and EMC on trend analysis. Performed in-rack troubleshooting including BIOS, firmware, RAID configs. Promoted to engineering role based on proven leadership and technical acumen.
Provided escalated support for VPN, AS400, Outlook, and Lync issues. Collaborated with Tier 2/3 teams, managed alert systems and escalations. Supported network printers and Java/browser-based tools for internal apps.
Managed user accounts in AD and Exchange; configured printers and resolved network issues. Performed weekly backup checks, antivirus scans, and software patching for clients.
Provided national support for DSL high speed internet services in 43 states within phone company coverage areas.
Directed customers over the phone through troubleshooting physical connections and software issues with web browsers and proprietary antivirus/firewall software.
Advanced to Tier-2 level within 8 months of hire.
A.A.S. Electronics Engineering Technology
GPA: 3.23 | IEEE Member | Honor Roll
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