Scott Angelini
Middletown,Ohio
Summary
IT Team Lead with 4+ years of experience in managing technical support and IT operations, driving project success and enhancing client satisfaction. Skilled in project management, team leadership, and SLA management, with a proven track record of optimizing workflows and implementing data-driven solutions. Passionate about fostering team development and delivering superior client service through innovative process refinement and strategic communication.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Engineer
VC3, INC
06.2025 - Current
- Delivered level 2 support to clients, ensuring timely resolution of technical issues.
- Administered Active Directory user and group management, ensuring efficient access control and security protocols.
- Responsible for client management for Microsoft 365 Exchange administration environments.
- Responsible for client management for Cisco Meraki mobile device management systems.
- Conducted simulated phishing campaigns and risk assessments as part of a broader strategy to strengthen security awareness and mitigate potential vulnerabilities.
- Responsible for client management and security administration for multi-factor authentication implementation.
- Oversee vendor management and facilitated communication with third-party support teams.
IT Team Lead
VC3 (formerly GO Concepts Inc.)
Lebanon, Ohio
06.2022 - 06.2025
- Lead IT support team, monitor SLA compliance, ensuring efficient workflows and high client service standards.
- Supervise technical support team, resolve issues promptly, improve team performance.
- Conduct onboarding training, team meetings, and performance reviews to drive performance and metric improvements.
- Lead cross-functional IT teams to execute complex technical issues and projects, ensuring prompt resolution for client.
- Streamline IT operations and enhance service delivery through strategic team leadership, implementing robust technical solutions while maintaining exceptional client satisfaction.
- Optimize support processes and SLA adherence through data-driven decision making, resulting in improved response times and enhanced client experience.
- Strengthen team capabilities through targeted training programs leading to substantial improvements in issue resolution and client satisfaction.
- Drive continuous improvement in support operations by analyzing performance metrics, optimizing resource allocation, and enhancing service delivery standards.
- Lead technical support operations, implementing strategic solutions and performance metrics to enhance service delivery and client satisfaction across IT teams.
- Cultivate team expertise through targeted training initiatives, ensuring compliance with Security, HIPAA, and CJIS requirements.
IT Specialist +
GO Concepts, Inc.
Lebanon, Ohio
01.2022 - 06.2022
- Managed IT infrastructures for 20 organizations, enhancing system reliability and client satisfaction.
- Provided technical support via phone, email, and in-person, improving response efficiency.
- Deployed devices efficiently, ensuring timely client operations and satisfaction.
- Managed user accounts and permissions within Active Directory to support organizational IT infrastructure.
- Supported cloud services and Windows/O365, ensuring seamless integration and functionality.
- Established comprehensive technical support protocols across multiple communication channels, elevating client satisfaction and response times.
- Orchestrated systematic device deployment strategies, ensuring minimal disruption to business operations while maintaining security standards.
- Optimized device deployment workflows and cloud service integration, reducing system downtime and enhancing operational efficiency.
- Strengthened client relationships through responsive technical support, delivering solutions via multiple communication channels while maintaining quality standards.
- Managed and supported organizations 365 Administration.
- Developed comprehensive technical documentation and support procedures, establishing standardized protocols for device deployment and maintenance.
Client Technical Analyst
CDK Global
Cincinnati, Ohio
03.2021 - 10.2021
- Supported CDK Global systems, resolving client issues for Accounting and Finance departments.
- Handled client inquiries via phone, email, and tickets, ensuring timely resolutions.
- Recorded and tracked issues, escalating when necessary to maintain service quality.
- Enhanced customer satisfaction through effective communication and technical expertise.
- Streamlined technical support operations for Business Office Products DMS software, specializing in Accounting and Finance modules while maintaining detailed case documentation.
- Resolved complex client inquiries through multi-channel support systems, ensuring swift problem resolution and maintaining high client satisfaction levels.
- Coordinated with cross-functional teams to resolve complex technical issues, maintaining high service standards and client satisfaction levels.
Education
B.S. - Information Technology
Miami University (Ohio)
Oxford, Ohio01.2020
Skills
- SLA and KPI management
- Service Management & Delivery
- Team leadership & Development
- Documentation and reporting
- Problem-solving
- Time management
- Customer-Centric Mindset
- Adaptability
- Communication
Websites
Certification
- ITF+ CompTIA
- A+ CompTIA
Timeline
IT Support Engineer
VC3, INC
06.2025 - Current
IT Team Lead
VC3 (formerly GO Concepts Inc.)
06.2022 - 06.2025
IT Specialist +
GO Concepts, Inc.
01.2022 - 06.2022
Client Technical Analyst
CDK Global
03.2021 - 10.2021
B.S. - Information Technology
Miami University (Ohio)