Chad Keel
Somerville,TN
Summary
Dynamic IT support professional with over 15 years of experience in escalated help desk support, exceptional customer service, and remote technical assistance in high-pressure, client-facing environments. Expertise in administering Microsoft 365, Azure Active Directory (Entra), Intune, and AWS cloud infrastructure, with a proven track record of resolving complex support tickets through PSA/ticketing systems. Skilled in guiding users of varying technical proficiency—from front-line staff to executives—through remote sessions via phone, chat, and email, while simplifying intricate technical issues into actionable solutions. Proficient in managing ticket resolution processes and supporting client onboarding, offboarding, and security incident responses, including endpoint protection with SentinelOne and network administration using Cisco Meraki in both managed service provider (MSP) and enterprise environments.
Overview
18
18
years of professional experience
Work History
NOC Systems Analyst (Level II)
ProTech Services Group, Inc.
Memphis, TN
03.2025 - 01.2026
- Delivered escalated technical support and root-cause resolution for managed service provider (MSP) clients using the ConnectWise PSA ticketing system, tracking performance against SLA and resolution-time targets.
- Administered Microsoft 365 tenant environments across multiple clients, including user account management, licensing, and configuration of core 365 applications.
- Managed Azure Active Directory (Entra) and Microsoft Intune, including device enrollment, policy configuration, and identity governance.
- Performed Active Directory administration, including Group Policy Object creation, modification, and troubleshooting.
- Executed client onboarding and offboarding processes, including account setup, access provisioning, and deprovisioning.
- Collaborated with the Security Operations team on investigations involving suspected or confirmed Business Email Compromise and user account compromises.
- Managed spam filtering systems, releasing quarantined messages and maintaining blacklist/whitelist rules.
- Managed and monitored Cisco Meraki network infrastructure across client sites, supporting connectivity, security, and stability.
- Followed client-specific technical runbooks to maintain consistent user and machine configuration standards.
- Supported proprietary client software and coordinated with software vendors for troubleshooting, both on-site and remotely.
Desktop Support
Hunter Fan / Vaco LLC
Cordova, TN
10.2023 - 03.2025
- Led a project to replace out-of-warranty hardware, minimizing downtime for end users.
- Participated in a corporate domain migration to a new Microsoft 365 tenant.
- Delivered seamless technical transitions, moving users from legacy equipment to new systems with no service disruption.
- Provided technical assistance and onboarding support to new employees, helping them acclimate to their system setup.
- Administered setup and support for Multi-Factor Authentication (MFA).
- Processed changes and maintenance for devices and users in the Microsoft 365 Admin Center, including Entra, Exchange, and Intune.
- Deployed new systems using the Windows Autopilot process.
Desktop Escalation Engineer
Persistent Systems
Memphis, TN
07.2022 - 09.2023
- Served as an escalation point for complex desktop and domain-level issues, triaging symptoms and implementing resolutions.
- Administered the local corporate domain and performed operations on servers with administrative access.
- Facilitated research and troubleshooting to support escalations within the broader IT team.
- Developed and maintained SOP documentation for team-wide use.
- Managed full onboarding and offboarding lifecycle for new and departing associates.
- Used the Microsoft 365 Admin Center, including Exchange Online, Endpoint Management, and Azure Active Directory.
- Supported VPN authentication using Microsoft Authenticator and Fortinet.
- Maintained system and asset documentation using the Lansweeper application.
- Diagnosed and resolved cellular telephony issues and network/local printer support.
- Used Microsoft Teams as the primary platform for internal communication and meetings.
Desktop Support Engineer
Tangoe, LLC
Memphis, TN
02.2020 - 07.2022
- Provided on-site and remote technical support, diagnosing and troubleshooting issues for colleagues.
- Managed and monitored installed systems and infrastructure to ensure operational stability.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Maintained security, backup, and redundancy strategies to support business continuity.
- Supported LAN and WAN connectivity services.
- Collaborated with vendors and the IT team on problem resolution and asset management.
- Managed multiple concurrent projects and support tickets, prioritizing based on urgency and impact.
- Documented technical knowledge in notes and manuals for internal reference.
IT Technician
TruckPro, LLC
Memphis, TN
10.2009 - 12.2019
- Provided Level 1 and Level 2 troubleshooting, interviewing users to identify, research, and resolve technical issues.
- Delivered remote and on-site IT support to over 426 company locations.
- Maintained Active Directory user accounts and created, migrated, and licensed email accounts in Office 365.
- Deployed and supported desktop and wireless hardware across multiple sites.
- Managed onboarding and offboarding processes, including account setup and secure deactivation of terminated employee accounts.
- Provided after-hours on-call support approximately 7 days per month.
- Traveled to new locations to set up equipment and perform basic network troubleshooting.
- Handled cellular device support requests and related reporting.
Network Security Analyst
Securas Consulting Group
Collierville, TN
09.2007 - 10.2009
- Monitored client networks, servers, and desktops, providing Level 1 and Level 2 technical support.
- Delivered security alert reporting and IPS alert monitoring for client environments.
- Handled client calls with a strong focus on customer service.
- Worked with Citrix and Kaseya platforms for remote management and support.
Education
Bachelor of Arts - Information Security Systems
ITT Technical Institute
Cordova, TNAssociate of Arts - Computer Network Systems
ITT Technical Institute
Cordova, TNSkills
- Escalated Help Desk & Remote Technical Support (Phone, Chat, Email)
- Microsoft 365 Administration (Exchange Online, Entra/Azure Active Directory, Intune)
- Active Directory Administration & Group Policy Objects
- Multi-Factor Authentication (MFA) & SSO Configuration
- Ticketing / PSA Systems (ConnectWise) & SLA Performance Management
- Client Onboarding, Offboarding & Account Provisioning
- Security Incident Response (Business Email Compromise, Account Compromise)
- Email Security & Spam Filtering (Quarantine, Blacklist/Whitelist Management)
- Windows & macOS Desktop Support
- VPN Authentication (Fortinet, Microsoft Authenticator)
- Cisco Meraki Network Administration
- Amazon Web Services (AWS)
- SentinelOne Endpoint Security
- LAN/WAN Network Troubleshooting
- Technical Documentation & SOP Development
- Customer Relationship Management & Client Communication
Timeline
NOC Systems Analyst (Level II)
ProTech Services Group, Inc.
03.2025 - 01.2026
Desktop Support
Hunter Fan / Vaco LLC
10.2023 - 03.2025
Desktop Escalation Engineer
Persistent Systems
07.2022 - 09.2023
Desktop Support Engineer
Tangoe, LLC
02.2020 - 07.2022
IT Technician
TruckPro, LLC
10.2009 - 12.2019
Network Security Analyst
Securas Consulting Group
09.2007 - 10.2009
Bachelor of Arts - Information Security Systems
ITT Technical Institute
Associate of Arts - Computer Network Systems
ITT Technical Institute