Open to opportunities

Romell Hamilton

@romellhamilton

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Experienced Tier II Helpdesk Technician specializing in remote IT, Intune, and QA.

Jamaica

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What I'm looking for

I seek remote roles where I can provide Tier II support, manage device identity and provisioning, perform QA testing, optimize onboarding workflows, and collaborate cross-functionally in a fast-paced, distributed environment.

I am an experienced Tier II Helpdesk Technician and QA-focused IT support professional with 7+ years supporting 1,000+ distributed staff. I specialize in device lifecycle management, Microsoft Intune, Google Workspace/GCPW, SaaS troubleshooting, identity and access management, and EHR application testing, and I consistently resolved 50+ tickets daily while cutting onboarding time by about 50%.

I have led helpdesk operations, trained technicians, conducted QA/regression testing with developers, and improved workflows and documentation to meet SLAs. I am known for strong communication, cross-team collaboration, and effective remote-work execution, and I seek roles where I can apply technical troubleshooting, QA validation, and process optimization to improve user experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Helpdesk Team Lead

The Wound Pros LLC

Dec 2023 - Nov 2025 (1 year 11 months)

Oversaw helpdesk operations for 1,000+ distributed staff, managed scheduling and triage to ensure SLA adherence, and conducted ticket quality reviews and technician training to improve support outcomes.

SLA Management Team Leadership Intune Google Workspace QA Testing

Helpdesk Technician

The Wound Pros LLC

Mar 2023 - Nov 2025 (2 years 8 months)

Provided Tier II support resolving 50+ tickets/day across devices, SaaS, MFA/SSO and networking, performed Intune enrollment and imaging, and reduced onboarding setup time by ~50% through process improvements.

Microsoft Intune MFA Imaging User Provisioning

Insurance Sales Representative

Chancellor Insurance Agency

Oct 2022 - Oct 2023 (1 year)

Evaluated client financial profiles to recommend insurance solutions and maintained long-term client relationships through structured follow-ups and account management.

Relationship Management Documentation Communication Record keeping

IT Administrative Support

MITS

Feb 2019 - Mar 2023 (4 years 1 month)

Supported staff and students across multiple campuses remotely, handled hardware/software/network troubleshooting, managed access provisioning and ticketing, and delivered cybersecurity training and onboarding.

User Provisioning Active Directory Remote Assistance Ticketing Systems VPN & Network Diagnostics Onboarding

Administrative Support

Amalya Auto Solution

Jul 2016 - Jul 2018 (2 years)

Managed documentation, scheduling, and customer communications while maintaining accurate sales, expense, and receipt records to support business operations.

Administrative Support Scheduling Records Management Customer Communications