IT Support Team Lead & Infrastructure Specialist

Kenneth Capron

Sutherlin, VA *****

434-***-**** **********@*****.***

Professional Summary

Results-driven IT Support Leader and Infrastructure Professional with 15+ years of experience supporting enterprise environments, end users, servers, networks, and business-critical systems. Proven success leading technical teams, managing escalations, improving system performance, and delivering high-level support across multiple locations. Strong background in desktop support, Active Directory, VPN, cybersecurity, cloud endpoint management, virtualization, and vendor coordination. Recognized for troubleshooting complex issues, reducing downtime, and driving technology improvements.

Core Competencies

IT Support Leadership

Help Desk / Tier 3 Escalations

Windows 10 / 11 Administration

Active Directory / User Management

Server 2012/2016/2020

VPN Configuration & Remote Access

Microsoft 365 / Google Workspace

Onboarding/Offboarding

VMware Virtualization

Endpoint Management

Cybersecurity / MFA / DUO

LAN / WAN / Wireless Networking

Vendor Management

ServiceNow Ticketing System

Software Troubleshooting

Hardware / Software Deployment

Disaster Recovery Planning

Technical Training & Mentoring

Professional Experience

American Bath Group – South Boston, VA

Senior Level 3 Support / Team Lead 03/2022 – Present

Provide senior-level technical support for desktops, applications, infrastructure, peripherals, and end users across 3 company locations.

Lead escalated troubleshooting efforts to quickly resolve hardware, software, network, and access issues.

Coordinate with third-party vendors for support involving software, desktop equipment, and security camera systems.

Configure and maintain VPN remote access for users, improving secure connectivity for offsite staff.

Administer DUO multi-factor authentication (MFA) setup and support.

Led migration from Windows 7 to Windows 10/11, improving security and compatibility.

Support VMware virtual environments and virtual machine operations.

Utilize ServiceNow for ticket management, SLA tracking, and issue resolution.

Manage endpoints using ManageEngine Endpoint Central Cloud.

Support mobile device management through SOTI MobiControl.

JTI Leaf Services – Danville, VA

IT Manager 10/2018 – 03/2022

Managed daily IT operations, infrastructure support, and end-user services for business-critical environments.

Supported and maintained UPS backup systems, phone systems, print servers, postal equipment, and surveillance systems.

Administered Meraki wireless access points and assisted with LAN/WAN connectivity.

Managed Active Directory accounts, permissions, and system access.

Monitored system performance to ensure uptime, stability, and reliability.

Participated in cybersecurity initiatives and supported compliance efforts.

Maintained disaster recovery planning and business continuity readiness.

Provided support during internal and external IT audits.

Created purchase orders, managed IT assets, and supported budget planning.

Worked directly with management and vendors to execute IT projects successfully.

Education

High Tech Institute – Phoenix, AZ

Associate Degree, Computer Sciences

Certifications

CompTIA A+

HDI Certified

CISSP – In Progress

CCNA – In Progress

References upon request:

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