LORENZO A. ALEXANDER II
Tempe,AZ
Summary
IT Operations and Service Desk Leader with 10+ years of experience supporting enterprise and MSP environments. Skilled in multi-shift team supervision, SLA management, escalations, documentation, and cross-team coordination. Known for stabilizing service delivery, improving ticket flow, and driving operational efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
IT Support Specialist (Contract-to-Hire)
Desert IT Solutions
Las Vegas, NV
04.2026 - 06.2026
- +Provided remote and onsite support for 30+ business clients, ensuring fast resolution and strong customer satisfaction.
- Completed support tickets in ConnectWise and maintained accurate time entries.
- Delivered remote support using RMM tools; performed onsite visits across Nevada and neighboring states.
- Documented customer networks and configurations in ConnectWise and IT Glue.
- Ensured safe change control, clear communication, and user permissions before remote access.
- Assisted with internal documentation, reports, and Microsoft Office deliverables.
Service Desk Supervisor / Team Lead
iT1 Consulting
Tempe, AZ
11.2022 - 03.2026
- Led multi-shift Service Desk teams supporting hundreds of users across multiple clients.
- Supervised Tier 1 & Tier 2 technicians across 24/7 coverage.
- Managed ticket flow, queue health, escalations, and service continuity.
- Served as senior escalation point for high-priority incidents, reducing repeat issues.
- Monitored call metrics and ticket trends to identify SLA risks and operational bottlenecks.
- Improved shift handoffs through structured turnover meetings.
- Built and maintained documentation and knowledge base content.
- Trained and coached technicians to improve performance and resolution quality.
- Computer Engineer
Field Service Technician
Granite Computer Solutions Inc.
Tempe, AZ
09.2022 - 10.2022
- Remote/On-site hardware/software troubleshooting for 20 Clients
- Install and configure workstations, printers, and network devices
- Perform break/fix repairs and component replacements
- Deploy new systems (imaging, software installs, domain join)
- Check cabling, patch panels, and switch ports
- Document work performed with clear ticket notes and time entries
- Provide customer-facing support and ensure issue resolution
- Coordinate with remote teams for escalations
- Travel to client sites as needed. Delivered hardware/software support,
Service Desk Technician II
Insight Enterprises Inc.
Phoenix, AZ
02.2015 - 09.2021
- Provided remote support for Windows and macOS environments across multiple Fortune 500 client accounts.
- Supported VPN technologies (Citrix, Cisco AnyConnect), mobile devices, virtual desktops, and OS imaging.
- Utilized ServiceNow to manage incident tickets, SLA tracking, and resolution documentation.
- Supported application delivery and system configurations for enterprise‑level clients.
IT Systems Administrator
eCreek Solutions Group
Denver, CO
01.2007 - 09.2014
- Supported 220+ users in a 24/7 environment; managed hardware/software lifecycle and documentation.
Education
High School Diploma -
WIlliam C Hinkley
Aurora, CO05.2003
Skills
- Service Desk Leadership
- Incident & Escalation Management
- ITIL/ITSM
- SLA & Queue Management
- Workforce Planning
- Documentation & Knowledge Base
- Customer Service Excellence
- Cross-Team Collaboration
- ServiceNow
- ConnectWise PSA
- Microsoft 365
- Active Directory
- Datto RMM
- NinjaOne
- Citrix
- VMware
- IT Glue
- RingCentral
- TeamViewer
- BrightGauge
Certification
- ITIL v4 Foundation
- CompTIA A+ (Core 1 & Core 2)
Timeline
IT Support Specialist (Contract-to-Hire)
Desert IT Solutions
04.2026 - 06.2026
Service Desk Supervisor / Team Lead
iT1 Consulting
11.2022 - 03.2026
Field Service Technician
Granite Computer Solutions Inc.
09.2022 - 10.2022
Service Desk Technician II
Insight Enterprises Inc.
02.2015 - 09.2021
IT Systems Administrator
eCreek Solutions Group
01.2007 - 09.2014
High School Diploma -
WIlliam C Hinkley