Lamont Millard
@lamontmillard
I resolve high-volume Windows, Microsoft 365, and access issues across enterprise service desks.
United StatesWhat I'm looking for
I've supported 1,700 users across 95 National Assistance League chapters, resolving remote access, account, data, workflow, payment, and integration issues. I manage provisioning, mailbox administration, permissions, onboarding, offboarding, and lockout resolution while documenting incidents and training non-technical users.
At Harbor Freight Tools, I led a remote service desk of 12 analysts handling 400+ daily calls and tickets for 1,300 locations. I improved triage, escalation quality, knowledge-base coverage, and infrastructure fault detection using SolarWinds and Wireshark.
Experience
Work history, roles, and key accomplishments
Troubleshoot device, network, and account issues directly with customers, handling sensitive account data under company and regulatory policy.
Technical Support Engineer
National Assistance League
Feb 2024 - Jan 2025 (11 months)
Delivered first- and second-line support to 1,700 users across 95 chapters, resolving access, account, data, and workflow issues. Managed user provisioning and mailbox administration, documented incidents, and trained non-technical users.
Scoped client site requirements and coordinated installations with local operations teams.
Supervised a remote service desk of 12 analysts handling 400+ calls and tickets daily from 1,300 retail locations. Owned triage, prioritization, and escalation quality, and built the team knowledge base.
Coached a retail consultant team and owned operations and product launch execution.
Diagnosed and repaired hardware and software faults directly with customers, including OS reinstalls, virus removal, and network issues. Translated technical root cause into plain language for non-technical customers.
Phone Agent
SPH Analytics
Aug 2014 - May 2015 (9 months)
Performed SIP/VoIP outage troubleshooting under HIPAA handling requirements.
Education
Degrees, certifications, and relevant coursework
South University
Bachelor of Science, Computer Science
Pursuing a Bachelor of Science in Computer Science with coursework completed to date.
Cisco
CCNA 200-301, Networking
Currently pursuing CCNA 200-301 certification, targeting completion in December 2026.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Skills
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