$ cat resume.yaml

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

↓ download pdf

IT support professional with 10+ years of experience serving as an escalation point for advanced hardware, software, and networking issues. Skilled in identity and endpoint administration (AzureAD, Active Directory, Intune, PatchMyPC), application licensing and access management, and mentoring junior technicians. Known for white-glove executive support, clear technical documentation, and dependable follow-through on high-visibility issues.

Experience

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

Sep 2023 – present

Serves as Tier 3 escalation point for Technical Support Specialists and the designated go-to technician for white-glove C-suite IT support. Recognized 4x for service excellence (2024–2025).

  • Serve as escalation point (Tier 3) for Technical Support Specialists, resolving advanced hardware, software, and network issues beyond Tier 1/2 scope
  • Mentor and train team members on new software solutions and support procedures
  • Manage application licensing, software installations, and user rights/resource allocation across the organization
  • Define and document workflows and procedures to align business application configuration with operational requirements
  • Designated go-to technician for white-glove IT support to all C-suite executives, ensuring priority resolution and a best-in-class service experience
  • Implemented Bartender label printing system (Seagull Scientific), configuring and managing 100+ label types across the organization
  • Deployed in-house developed software organization-wide via Microsoft Intune, streamlining software distribution
  • Implemented PatchMyPC for automated organization-wide software upgrades and ongoing patch maintenance
  • Troubleshoot Leica Biosystems laboratory equipment for on-site lab technicians
  • Recognized 4x for service excellence: 3x Above & Beyond Monthly Award, 1x Quarterly Spotlight Award (2024–2025)

Technical Support Specialist I/II @ Discovery Life Sciences

Feb 2022 – Sep 2023

Set up new hire equipment, resolved internal tickets, and administered AzureAD/Active Directory accounts. Promoted to Sr. Technical Support Specialist / Team Lead after 19 months.

  • Set up and configured new hire equipment, including account provisioning and orientation
  • Processed and resolved internal employee tickets via ServiceDesk ticketing system
  • Administered AzureAD and on-premise Active Directory accounts and permissions
  • Managed IT asset tracking and documentation
  • Assisted with physical relocation of company to new facility, ensuring all equipment was set up efficiently and on schedule

Computer Systems Analyst @ Visual Solutions, Inc.

Dec 2014 – Jan 2022

Provided direct IT support to non-technical clientele, handling technical support requests end-to-end from sales lead through resolution and follow-up.

  • Provided IT support to non-technical clientele, installing software and resolving hardware and software issues
  • Evaluated and responded to sales leads and requests for technical support
  • Resolved customer issues in a clear, courteous, and professional manner, with proactive follow-up to ensure lasting satisfaction
  • Researched and resolved complex customer concerns; activated accounts for new service clients

Intranet Content Manager @ American Family Care

May 2014 – Nov 2014

Led the redesign of the company's new employee intranet site on Joomla CMS.

  • Led redesign of the new employee intranet site using Joomla CMS
  • Entered and organized content for the redesigned intranet platform

Skills

Identity & Access

  • AzureAD
  • Active Directory
  • RBAC
  • User rights & licensing management

Endpoint & Deployment

  • Microsoft Intune
  • PatchMyPC
  • Windows 10/11
  • MDM
  • Software packaging

Support Operations

  • ServiceDesk ticketing
  • Tier 1–3 escalation
  • IT asset management
  • SLA management

Networking

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

Specialized Tools

  • Bartender (Seagull Scientific) label design/printing
  • Leica Biosystems lab equipment

Leadership & Documentation

  • Team mentoring/training
  • Workflow & procedure documentation
  • New hire onboarding

Education

B.S. Computer Science

The University of Alabama · December 2015

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