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Jacob Grogan

Sr. Technical Support Specialist / Team Lead | Tier 2–3 Help Desk | Systems Administration

jagrogan@crimson.ua.edu · linkedin.com/in/jacobagrogan · Huntsville, AL

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Level 3 escalation point and team lead for IT support at Discovery Life Sciences, with 10+ years in IT support. Closed 1,938 requests in the past 12 months for 430+ of the company's 750+ employees worldwide. Day-to-day work covers endpoint management in Microsoft Intune and PatchMyPC, account administration in Azure AD and on-premise Active Directory, and licensing for about 9 enterprise applications. Four company performance awards since 2024.

Experience

Sr. Technical Support Specialist / Team Lead @ Discovery Life Sciences

Sep 2023 – present

Level 3 escalation point for the IT support team and lead for 3 technicians. Four company performance awards since 2024.

  • Closed 1,938 support requests in 12 months as the Level 3 escalation point for Tier 1/2 technicians, supporting 430+ of 750+ employees worldwide and resolving 95.5% without a handoff
  • Train and mentor 3 support technicians on new software, onboarding, and ticket handling
  • Manage licensing, installs, and user rights for about 9 enterprise applications (about 950 seats), including Microsoft 365, Adobe Creative Cloud, Bartender, NiceLabel, GraphPad Prism, Smartsheet, Jira, and Lucidchart
  • Administer user accounts, permissions, and access requests in Azure AD, on-premise Active Directory, and Microsoft 365
  • Write and maintain the procedures and workflow documentation the support team works from
  • Deployed in-house developed software company-wide through Microsoft Intune
  • Set up PatchMyPC to automate software updates and patching across the company
  • Built and maintain the company’s Bartender (Seagull Scientific) and NiceLabel environment, covering 100+ label types
  • Troubleshoot Leica Biosystems lab equipment for on-site lab technicians
  • Order hardware and software and work with vendors on support issues
  • Serve as the direct IT contact for all C-suite executives
  • Above & Beyond Monthly Award three times (Jan 2024, Feb 2024, Oct 2025) and Quarterly Spotlight Award (Jun 2024)

Technical Support Specialist I/II @ Discovery Life Sciences

Feb 2022 – Sep 2023

Worked the ServiceDesk queue, onboarded new hires, and managed Azure AD and Active Directory accounts. Promoted from I to II in January 2023.

  • Promoted from Technical Support Specialist I to II in 01/2023
  • Resolved employee tickets through the ServiceDesk ticketing system
  • Managed Azure AD and on-premise Active Directory accounts and permissions
  • Handled IT onboarding for new hires: equipment setup, account provisioning, and orientation
  • Set up all IT equipment for the company’s move to a new facility, on schedule
  • Tracked and documented IT assets

Computer Systems Analyst @ Visual Solutions, Inc.

Dec 2014 – Jan 2022

IT support for non-technical clients: software installs, hardware and software problems, and new account setup.

  • Supported non-technical clients, installing software and fixing hardware and software problems
  • Responded to sales leads and technical support requests
  • Researched and resolved customer issues and activated accounts for new service clients

Intranet Content Manager @ American Family Care

May 2014 – Nov 2014
  • Led the redesign of the employee intranet site in Joomla CMS

Skills

Systems & Identity

  • Microsoft Intune
  • Azure AD
  • On-premise Active Directory
  • Microsoft 365

Deployment & Patch Management

  • Intune software deployment and MDM
  • PatchMyPC

Networking

  • TCP/IP
  • DNS
  • DHCP
  • VPN
  • LAN/WLAN/WAN

IT Operations

  • ServiceDesk ticketing
  • Remote support
  • IT asset management
  • Escalation management
  • Software license management
  • New hire onboarding
  • Technical documentation

Applications & Tools

  • Bartender (Seagull Scientific)
  • NiceLabel
  • GraphPad Prism
  • Smartsheet
  • Jira
  • Lucidchart
  • Salesforce
  • Leica Biosystems
  • Joomla CMS

Platforms

  • Windows 10/11
  • macOS

Education

B.S. Computer Science

The University of Alabama · December 2015

Coursework: Operating Systems, Algorithms, Programming Languages, Network Security, Computer Science & Engineering