Carl Lee
Kings Mountain,NC
Summary
Technology operations leader with 18+ years of experience in global technical support, infrastructure, cloud services, and service delivery. Proven success leading high-performing technical teams, managing critical incidents and escalations, and improving operational efficiency and service reliability. Experienced in cloud transformation, disaster recovery, cybersecurity, compliance, and enterprise technology operations
Overview
1
1
Certification
19
19
years of professional experience
Work History
Global Technical Support Manager
Action1
Remote
04.2024 - Current
- Conducted performance evaluations and provided ongoing coaching to enhance individual and team performance.
- Developed standardized support procedures to improve consistency and operational efficiency.
- Scaled global technical support organization to 10+ direct reports, implementing necessary structures for growth.
- Led globally distributed team of technical engineers, establishing standards for accountability and service quality.
- Led the global Technical Support organization to achieve the Gartner Voice of the Customer Award by improving support operations and delivering a consistently strong customer experience.
- Owned critical customer escalations, coordinating support and product engineering to drive issues toward resolution.
- Oversaw incident management and service delivery, ensuring appropriate prioritization and communication of issues.
- Functioned as senior escalation point for enterprise customers during complex business-impacting technical issues.
Director Of Cloud and Desktop Engineering
Sunlight Financial
Charlotte, NC
12.2020 - 02.2024
- Directed desktop cloud engineering and DevOps teams for enterprise infrastructure management.
- Optimized engineering processes to enhance operational efficiency and service reliability.
- Executed migrations from on-premises infrastructure to cloud platforms with minimal disruption.
- Implemented infrastructure designs focused on availability, scalability, security, and performance.
- Conducted disaster recovery testing for critical systems, validating recovery procedures and continuity capabilities.
- Managed SQL Server infrastructure to support Tableau Server integrations and SSRS operations.
- Established IT policies and operational standards to ensure secure technology operations.
- Oversaw compliance with SOC 1, SOC 2, and SOX requirements, facilitating audits and maintaining controls.
Senior Infrastructure Engineer
Sunlight Financial
Charlotte, NC
05.2019 - 12.2020
- Engineered and deployed highly available cloud and hybrid infrastructure across AWS and Azure.
- Directed migration of critical infrastructure to Azure, designing VDI infrastructure to replace Citrix environment.
- Managed virtualized environment of 100+ servers, enhancing reliability and operational efficiency.
- Implemented SSO and MFA across enterprise applications to bolster security and streamline user access.
- Served as highest escalation point for complex Windows/Linux virtualization, Active Directory, Group Policy, Exchange, and infrastructure issues.
- Mentored and onboarded infrastructure engineers, providing technical guidance to support team development.
- Designed isolated AWS environments to facilitate DevOps operations.
Client Services Engineer
RFA Richard Fleischman & Associates, Inc
London, UK
07.2017 - 05.2019
- Deployed, configured, and upheld virtual and physical Windows Server 2008/2012/2016 environments.
- Managed complete client lifecycle, including sales meetings, system design, configuration, deployment, and post-deployment support and account management.
- Collaborated with cross-functional teams to identify and implement process improvements, enhancing client service experience.
- Identified opportunities for upselling and cross-selling additional products and services to clients, aiming to increase revenue and client satisfaction.
- Oversaw vendor relationships, vetting and onboarding new vendors and product offerings to align with client needs.
- Played a role in training and onboarding new technicians.
- Participated in a 24/7 on-call rotation.
Infrastructure Engineer
Cinven Partners
London, UK
01.2014 - 09.2017
- Deployed, configured, and maintained Hyper-V virtual and physical Windows Server 2008 to 2022 along with Exchange 2010 to 2016.
- Configured and upgraded public-facing DNS servers to enhance domain resolution and availability.
- Led Cisco/Meraki Wi-Fi upgrade across all sites to improve network connectivity and user experience.
- Configured Palo Alto firewalls, replacing existing SonicWall firewalls for enhanced security.
- Deployed Kemp load balancers across multiple global offices for optimized traffic management.
- Collaborated with cross-functional teams to assess infrastructure needs and recommend tailored solutions.
- Upgraded, expanded, and replaced all infrastructure systems while supporting existing operations.
Field Services Engineer
Capital Support LTD
London, UK
01.2011 - 01.2014
- Provided on-site technical support post-implementation, ensuring smooth operation and client satisfaction.
- Delivered on-site ad-hoc support to clients, addressing immediate technical needs.
- Ensured timely updates for customer systems and keeping clients informed about installation progress stages.
- Performed audits for clients to assess system performance and compliance.
- Recommending product changes and upgrades based on project experience.
Desktop Manager
Exposure Promotions LTD
London, UK
12.2007 - 01.2011
- Led team of Desktop Support Technicians, providing guidance and mentorship to enhance team skills and achieve operational goals.
- Managed Call Logging System, ensuring timely resolution of all support tickets to maintain service quality.
- Oversaw the implementation and maintenance of an efficient hardware and software inventory management system to track and monitor all desktop equipment and software licenses.
- Implemented and maintained security measures to protect the organization's desktop systems, including regular updates and patches.
- Identified and implemented process improvements to streamline desktop support operations.
- Provided 1st line to 3rd line support for Design and Digital studio.
Education
Connected Leadership -
Yale University
01-2024
Google Cybersecurity -
Google
01-2024
Cybersecurity Analyst -
IBM
01-2024
BTEC Diploma -
Croydon College
Skills
Technology Operations
Global Technical Support
Service Delivery and SLAs
Incident Management
Process Optimization
Team Leadership
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA IT Operations Specialist - CIOS
- Apple Certified Mac Technician
- Google Cybersecurity
- IBM Cybersecurity Analyst
Timeline
Global Technical Support Manager
Action1
04.2024 - Current
Director Of Cloud and Desktop Engineering
Sunlight Financial
12.2020 - 02.2024
Senior Infrastructure Engineer
Sunlight Financial
05.2019 - 12.2020
Client Services Engineer
RFA Richard Fleischman & Associates, Inc
07.2017 - 05.2019
Infrastructure Engineer
Cinven Partners
01.2014 - 09.2017
Field Services Engineer
Capital Support LTD
01.2011 - 01.2014
Desktop Manager
Exposure Promotions LTD
12.2007 - 01.2011
Connected Leadership -
Yale University
Google Cybersecurity -
Google
Cybersecurity Analyst -
IBM
BTEC Diploma -
Croydon College