Leonard Campbell
Elizabeth City,NC
Summary
Enterprise IT leader with 15+ years of experience delivering secure, scalable workplace and endpoint services across distributed environments. Proven success leading engineering teams, administering Microsoft 365 and identity platforms, driving endpoint standardization, and partnering cross-functionally with Security, HR, and executive leadership. ITIL v4 Foundation in progress (target April 2026).
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Intelligent Protection Management
01.2025 - Current
- Serve as senior technical advisor and executive escalation point for enterprise customers.
- Align endpoint, identity, and Microsoft 365 services with business objectives.
- Drive service improvements through root-cause analysis and trend identification.
- Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
- Gathered valuable feedback from clients for continuous product development and enhancement efforts.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Ensured timely issue resolution by coordinating resources effectively across departments when needed.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
Technical Account Manager
Newtek Technology Solutions
02.2021 - 01.2025
- Lead and supervise a high-performing endpoint management team, ensuring alignment with organizational goals and objectives.
- Serve as the primary escalation point for complex technical issues, providing expert troubleshooting and resolution for endpoint-related challenges.
- Offer strategic guidance and mentorship to team members, fostering growth and improving problemsolving capabilities in endpoint management.
- Develop and execute comprehensive endpoint management strategies, optimizing system performance and supporting long-term organizational needs.
- Effectively allocate resources across endpoint management projects, balancing priorities to meet critical deadlines.
- Design, implement, and enforce robust endpoint management policies and procedures, ensuring adherence to best practices and industry standards.
- Collaborate closely with internal stakeholders, including cross-functional teams and clients, to ensure seamless integration and support of endpoint systems.
- Regularly monitor team performance and project milestones, providing detailed updates and recommendations to senior management.
- Drive continuous improvement initiatives within the team, leveraging data-driven insights and performance metrics.
- Provide ongoing training and professional development opportunities for team members, fostering a culture of excellence and knowledge sharing.
- Create and present executive-level dashboards, providing senior management with real-time insights on team performance across support, implementations, and projects.
- Act as a Technical Account Manager (TAM), serving as the main point of contact for clients regarding endpoint management needs and ensuring customer satisfaction through tailored solutions.
- Manage the full lifecycle of endpoint management, from initial implementation and config
Endpoint Management - Tier 3 - Team Lead
Newtek Technology Solutions
02.2021 - 08.2023
- Provided Tier III escalation for endpoint, identity, and infrastructure issues.
- Led incident response, root-cause analysis, and mentoring of Tier I/II engineers.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
IT Support Specialist
Mode5
02.2020 - 02.2021
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Responded to customer inquiries and provided technical assistance over phone and in person.
IT Technical Specialist III
American Red Cross
06.2012 - 02.2020
- Enhanced data security, implementing rigorous backup procedures and disaster recovery plans.
- Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
- Implemented robust cybersecurity measures to protect sensitive data and prevent unauthorized access.
- Authored best practices documentation for use in new personnel onboarding processes.
Education
High School Diploma -
Hickory High School
Chesapeake, VA06.2004
Skills
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Entra ID (Azure AD), Hybrid Identity, SSO, MFA, Conditional Access
- Endpoint Management: Intune, MECM, Co-Management
- Endpoint Security & Zero Trust Alignment
- PowerShell Automation & Workflow Optimization
- Endpoint Lifecycle Management & Governance
- Windows & macOS Enterprise Environments
- Virtualization & VDI Platforms (VMware, Citrix)
- ITIL Practices, KPIs, SLAs, Incident & Problem Management
Accomplishments
- Led enterprise endpoint standardization across Intune-managed Windows environments, improving compliance and reducing configuration drift.
- Served as operational owner for Microsoft 365 and endpoint platforms, acting as senior escalation point for complex incidents.
- Improved endpoint reliability and patch compliance through policy optimization and lifecycle governance.
Certification
- ITIL v4 Foundation - In Progress (Expected April 2026)
Timeline
Technical Account Manager
Intelligent Protection Management
01.2025 - Current
Technical Account Manager
Newtek Technology Solutions
02.2021 - 01.2025
Endpoint Management - Tier 3 - Team Lead
Newtek Technology Solutions
02.2021 - 08.2023
IT Support Specialist
Mode5
02.2020 - 02.2021
IT Technical Specialist III
American Red Cross
06.2012 - 02.2020
High School Diploma -
Hickory High School