Remote Technical Support Specialist, Team Lead

KEENAN DANIELS

REMOTE TECHNICAL SUPPORT SPECIALIST Lawrenceville, GA • 229-***-**** • ***********@*****.*** • linkedin.com/in/keenan-daniels-28267a3b

SUMMARY

Technical Support Specialist and Team Lead with 10+ years in remote support, device troubleshooting, ticket resolution, and customer service. Skilled in iOS, macOS, Windows, networking basics, and escalated technical support. Known for calm problem solving, clear communication, and mentoring in fastpaced environments.

SKILLS

Technical: iOS, macOS, Windows, Networking, Active Directory, Office 365, Citrix, Epic, Incident IQ, Remedy, Maximo Support: Remote Support, Help Desk, Service Desk, Ticketing Systems, Customer Service, Account Verification, Password Resets Leadership: Team Lead, Mentoring, Workflow Optimization

EXPERIENCE

LiveOps — Agent, SafeRide Dec 2025 – Mar 2026 • Managed inbound calls from members, facilities, and transportation providers • Collected ride details, confirmed eligibility, and documented service issues • Delivered calm, professional phonebased customer support

Virtucom Inc. / Henry County Schools — Application Specialist / Team Lead May 2017 – Jun 2025 • Supported desktops, laptops, Chromebooks, iMacs, and iPads for students/faculty • Managed hardware tickets and clusterwide issue resolution • Assisted technicians and improved service workflows • Provided team leadership in a fastpaced IT environment

Apple Inc. — AHA iOS/CPU Tier 2 May 2014 – Feb 2017 • Delivered advanced support for iPhones, iPads, MacBook, Mac Pro, and Mac Mini • Verified customer identity for password resets and security questions • Resolved complex technical issues while maintaining high service standards

Wipro / Verizon — Subject Matter Expert Apr 2012 – Nov 2013 • Supported small business and enterprise customers with technical troubleshooting • Diagnosed network issues, DSL problems, and escalated chronic tickets • Handled techtotech calls and mentored Level 2 agents • Improved team performance through coaching and support

EDUCATION

AAS, Computer Information Systems – Networking Chattahoochee Technical College — Dec 2011

CERTIFICATIONS

CompTIA A+ (2013, 2017)

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