Tier 2 Hands On Team Lead

This candidate is a personable Team Lead with a strong technical foundation and a proven record of growth within the same MSP since January 2021. Starting at the help desk, they have earned two promotions and now manage a team of five technicians while remaining hands-on with both remote and onsite support. They oversee ticket dispatching, ensure SLA compliance, and collaborate with management on internal process improvements. Technically, they support Windows Server, Active Directory, M365, Azure Intune, and Hyper-V environments while managing FortiGate firewalls. Known for reliability and client focus, they balance leadership and technical responsibilities, achieving top scores in assessments covering AD, M365 migrations, MFA, and network diagnostics.