John R. Lee

Lake Worth, Florida *****

Email: ac2cu5@r.postjobfree.com Cellular Phone: 908-***-**** Profile: http://www.linkedin.com/in/johnlee01 Technical Support Specialist Manager

Executive Summary

An accomplished IT Leader with more than 20 years’ experience providing IT solutions to international clients. Strong analytical skills, committed to providing extraordinary customer service. Success was achieved by utilizing a collaborative style of management. Building an environment of cooperation to bring individuals with differing interests together for a common goal.

Technical Troubleshooting End User Training

Technical Agent Training IT Infrastructure & Performance Tuning SaaS (Software as a Service) Security, Backup & Recovery Solutions Customer Service Soft Skills Relationship Management AAD Connect Migrations

Technical Summary

Platforms: Windows 10, Windows Server 2016, Windows Server 2013, Linux, iOS, Microsoft’s Office 365

Networking: LANs / WANs / TCP / IP, VoIP, DNS, HTTP, VPN Architecture, Firewalls, Active Directory Domain Controllers

Applications: Microsoft Office 2016/2013, Word, PowerPoint, Excel, OneNote, Skype for Business, Outlook, PowerShell, Exchange Server 2013/2016, Azure Active Directory, Azure Cloud Services

Professional Experience

Experis, Seattle, WA / Senior Trainer / May 2015 to August 2017 Began as a Primary Que Manager in phase 1 of the Microsoft Office 365 Concierge program. Managed a team of 45+ Tier 1 support technicians. Major responsibilities included mentoring, training and motivation of tier 1 front line technicians. Accomplishments:

Followed documented ‘Best Practices’ to manage several service outages with respect to inbound request for assistance.

Recognized for maintaining Microsoft Service Level Agreement expectations during heavy inbound requests for customer assistance during Service Outages.

As a senior trainer, consistently achieved 99.9% exceptional or very good feedback on classes.

John R. Lee

Teleperformance, Boca Raton, FL / Microsoft Support Engineer Team Manager / April 2013 to May 2015

Responsible for supervising 55+ tier 1 support engineers providing technical support for Microsoft Office 365 and Exchange Server products by phone and email. Accomplishments:

Through recruiting and floor training, improved the quality of staff, supporting Office 365 customers.

Developed a training program to bring new hires up to speed providing technical support to Microsoft’s Office 365 customers. This included mentoring with experienced staff and management to provide the new hire a rounded training experience.

Through training and mentorship, raised the technical and soft skill level of our team, exceeding company’s and customer’s KPI expectations. From September 2009 to December 2012, I relocated to Florida and earned an Associates of Science Degree in Radiation Therapy

Dallas Design Systems, Reading, England / Owner / June 1996 – July – 2009 Managed a team of developers and network professionals overseeing IT needs of companies in and around London, England. Led the design and management of software projects from conception to implementation.

Accomplishments:

Designed and installed networks which were then connected to the internet using an inhouse built Linux firewall.

Designed and developed proprietary software for the travel industry.

Developed and implemented Network Security measures to protect customer data.

Managed the growth of the company from a small business to a medium sized company with annual revenue exceeding 5 million before the company was sold. Education & Training

Cambridge Institute of Allied Health and Technology, Delray Beach, FL AS – Radiation Therapy

Graduated with honors and received an academic award for ‘Outstanding Clinical Achievement’ with over 1560 hours of clinical time as required by the program curriculum. I was first in my class to take and pass the ARRT examination.

Rider College, Lawrenceville, NJ BS Commerce

Board member for the local chapter of The American Marketing Association

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