Helpdesk Escalation L3, Revenue Generating TAM, 8 Certifications

MPC for Xpertechs TAM:

Colin is a Escalations Engineer L2 with MSP experience dating back to 2021 who is now intentionally looking to transition into a more strategic, client-facing TAM-style role while remaining technical. Most recently at Alliance InfoSystems, he operated as the primary escalation point for L1 and L2 engineers, handling complex server outages, backup and recovery issues, vendor coordination (Cisco, Barracuda), networking troubleshooting (Meraki, SonicWall, Ubiquiti), and M365 administration including Entra ID, security/compliance, and Teams. Beyond escalations, he regularly assisted with projects such as office moves, firewall deployments, hardware refreshes, AP installations, and onboarding environments.

What makes Colin unique is that he naturally leans strategic - he has participated in QBRs, supported TAMs during network assessments, explained technical findings to clients, and stepped in on business review calls when account managers needed deeper technical clarity. He enjoys identifying client pain points, running scans, reviewing findings, and translating technical issues into business impact. With eight certifications and a calm, well-spoken presence, he is a strong communicator who wants to evolve into a true Technical Account Manager - staying hands-on enough to maintain credibility while focusing more on strategy, client relationships, and long-term planning rather than being the sole escalation backstop.