David Perez
Kennesaw,GA
Summary
Dynamic Technical Lead with a proven track record at WorkSmart Inc., excelling in customer relationship management and cloud computing. Expert in troubleshooting complex issues and implementing security best practices, enhancing client satisfaction. Adept at coaching teams and driving technological integration, consistently delivering impactful solutions and improving service efficiency.
Overview
14
14
years of professional experience
Work History
Technical Lead
WorkSmart Inc.
12.2022 - 04.2025
- Worked closely with a team of strong service technicians to provide customer support, satisfaction, and training on current, and newly, deployed technologies with an eye on ensuring user comfortability and happiness.
- Daily management and support for varying client infrastructures and topologies, ranging from basic M365 User Administration to higher-level Azure VNet upkeep and mail flow remediation.
- Installation, configuration, and maintenance/troubleshooting of Windows 10/11 endpoints, Windows Server 2012 and later, Sophos/SonicWall/FortiGate firewalls, and associated networking hardware.
- Strong knowledge of both on-prem Active Directory and cloud-based Azure AD, as well as hybrid environments for IAM, MFA deployment, and hardening security postures.
- Extensive work with Exchange Online, virtualization, and security/compliance regulations for clients with GCCHIGH, DOD, and other regulatory compliance standards.
- Utilization of PowerShell cmdlets and CLI inputs for scripting, automation, and resolution of items that existed beyond standard GUID availability.
- Recommended preventative infrastructure and topology solutions to avoid lapses in licensure, security, authentication, and best practices.
- Performed onsite visits to customers when needed.
- Lead on boarding processes for new customers and helped design and implement new customer processes and procedures.
Sr. Support Engineer
Providyn Inc.
01.2012 - 10.2013
- Resolved critical technical problems for clients, improving overall customer satisfaction.
- Contributed to business development initiatives by identifying opportunities for upselling or cross-selling products based on clients'' needs.
- Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
- Delivered exceptional customer service by addressing user inquiries promptly and professionally.
Sr. Windows Support Engineer
ServIT Inc.
12.2010 - 01.2012
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Authored comprehensive reports on trends observed in customer inquiries, offering insights into potential product improvements or additional services offerings.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
Education
Diploma, Computer Technical Support
The Chubb Institute
North Brunswick, NJSkills
- Team leadership
- Issue troubleshooting
- Project leadership
- Technological integration
- Documentation and reporting
- Coaching and mentoring
- Customer relationship management
- Cloud computing
- Security best practices
- Strategic planning design
Timeline
Technical Lead
WorkSmart Inc.
12.2022 - 04.2025
Sr. Support Engineer
Providyn Inc.
01.2012 - 10.2013
Sr. Windows Support Engineer
ServIT Inc.
12.2010 - 01.2012
Diploma, Computer Technical Support
The Chubb Institute
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