As a Team Lead Technical Support Engineering specializing in Azure microservices, I thrive in dynamic, high-pressure environments where technical expertise and leadership converge to drive operational excellence. I lead a team of Technical Support Engineers, focusing on training, coaching, and performance optimization. By setting clear KPIs and fostering a culture of continuous improvement, I ensure the delivery of exceptional cloud support services.My role encompasses end-to-end IT process management, including Incident, Problem, Event, Change, and Asset Management. I excel in handling business-critical escalations, managing high-impact issues swiftly to maintain service continuity and exceed customer expectations.I am also adept at building and delivering data-driven reports and presentations to stakeholders, translating complex technical information into actionable insights. My stakeholder engagement efforts drive cross-departmental collaboration and operational improvements, aligning technical solutions with business objectives.A core part of my responsibilities is knowledge management, where I document and maintain comprehensive knowledgebase articles to optimize team efficiency and streamline troubleshooting processes. Additionally, as a first responder to service outages, I moderate incident response calls, collaborate with Triage teams, and ensure rapid service restoration.I am a strong advocate for customers, working closely with internal Engineering and Development teams, as well as third-party vendors, to resolve complex issues within OLAs. My expertise in Azure microservices and cloud platforms allows me to provide advanced support in a 24x7x365, KPI-driven environment, ensuring high service reliability and client satisfaction.

Lead the Canadian Setup Team, overseeing all aspects of the setup and go-live process, including planning, organizing, and managing field technical and customer support for seamless deployments. Take full ownership of the go-live process by identifying and resolving issues delaying site activations through proactive follow-ups with key stakeholders.Regularly review backlog, forecasts, removals, and pipeline to maintain visibility on demand, adjusting capacity planning and task allocation to ensure timely delivery and efficient resource utilization. Ensure strict adherence to quality control standards and IT best practices to maintain high service reliability and customer satisfaction.Collaborate with the Dallas Setup Team to manage overflow from Geo-Vision setups, ensuring consistent handling of increased workloads while adhering to established protocols. Work closely with stakeholders to implement best practices for setup and go-live operations, fostering a collaborative environment that drives continuous improvement.Conduct regular technical reviews and evaluations to assess team performance, identify training needs, and provide actionable recommendations to management. Lead and coach the team, promoting personal and professional growth while ensuring compliance with health and safety regulations.Prepare detailed weekly and monthly go-live status reports for the management team, providing visibility into progress and challenges. Maintain accurate, up-to-date records of all installations, changes, additions, and removals down to the component level, ensuring precise data management for future reference.

Provide comprehensive technical support to users by diagnosing and resolving hardware, software, and network issues through electronic and in-person communication. Effectively document user-reported issues to track and identify patterns or recurring problems.Handle the installation and configuration of company computer hardware, operating systems, and applications, ensuring systems are properly set up and maintained. Monitor and maintain computer networks and systems to ensure optimal performance and minimal downtime.Log customer and employee queries, analyzing call logs to detect underlying issues or trends. Perform hardware and software diagnostics, troubleshooting faults, and implementing solutions promptly. Evaluate and test new technologies to assess their viability for the organization.Conduct electrical safety checks on company computer equipment to ensure compliance with safety standards. Respond to service call-outs in a timely manner, following written or diagram-based instructions to set up systems or resolve faults.Set up equipment for employee use, providing guidance and training to users to resolve technical challenges and enhance their proficiency. Deliver support for business systems, networks, and internet services, addressing user difficulties with effective solutions.Collect, organize, and maintain a problem-and-solution log, ensuring it is accessible for use by other technical support analysts to enhance team efficiency.Participate in the redesign of applications and software to improve functionality and user experience. Additionally, oversee and supervise other technical support staff, ensuring high standards of service delivery and team performance.

Install and configure company hardware, operating systems, and applications to ensure seamless functionality.Maintain and monitor computer networks and systems, ensuring optimal performance and minimal downtime.Log and track customer and employee queries to provide timely and accurate resolutions.Analyze call logs to identify underlying issues or trends, enabling proactive problem-solving.Diagnose and resolve hardware and software faults to maintain system reliability.Test and evaluate new technologies to assess their feasibility and potential benefits for the organization.Perform electrical safety checks on computer equipment to ensure compliance with safety standards.Respond promptly to service call-outs, minimizing disruptions and ensuring continuity.Follow written or diagram-based instructions to set up systems or resolve technical issues effectively.