Open to opportunities

Daniel Reid

@danielreid

Message

I am a CompTIA A+ IT support specialist specializing in SaaS technical support.

United States

Message

What I'm looking for

I seek a hands-on IT support role in a collaborative company where I can solve technical issues, grow cloud and cybersecurity skills, and advance into systems or security engineering.

I am a CompTIA A+ certified IT professional with 7+ years in customer service and 5+ years delivering Tier 1 SaaS technical support, resolving 50+ issues daily via phone, email, and live chat while using Zendesk and internal knowledge bases.

I have hands-on experience configuring Windows Server 2022, Active Directory, Group Policy Objects, and Azure AD Connect for hybrid join and SSO, and I use virtualization tools like VirtualBox and pfSense. I am completing a B.S. in Information Technology (Cybersecurity and Ethical Hacking) and I bring a passion for fast-paced problem solving and improving support processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Global Response

Sep 2020 - Present (5 years 9 months)

Delivered Tier 1 SaaS technical support via phone, email, and live chat, resolving 50+ technical issues per day and ensuring accurate ticket categorization. Escalated complex issues to Tier 2/3 with detailed documentation and identified recurring system errors to support internal IT improvements.