Looking for a job

Terry Simmons

@terrysimmons

Message

Experienced IT Support Team Lead with a focus on remote leadership.

Costa Rica

Message

What I'm looking for

I am looking for a full-time remote supervisory or lead role, where I can leverage my leadership skills and technical expertise to drive team success and enhance customer support.

I am an IT Support Team Lead with over 15 years of technical experience, including 2 years in remote leadership roles. My expertise lies in managing distributed teams, handling escalations, and providing responsive support across both Windows and Linux platforms. I have a proven track record of improving workflows and supporting Tier I, II, and III users effectively.

In my recent role as Conversion Team Supervisor at IntakeQ, I successfully supervised a team of ten remote workers, overseeing technical conversion projects for healthcare forms. I managed escalations, clarified project scopes, and ensured timely delivery while creating documentation and process workflows that significantly reduced errors. My previous experience as a Failure Analysis Engineer at Q-Edge allowed me to lead a team in server diagnostics and testing, where I authored failure reports and collaborated with industry leaders on trend analysis.

Experience

Work history, roles, and key accomplishments

Conversion Team Supervisor

IntakeQ

Supervised a team of 6 remote workers, overseeing technical conversion projects for healthcare forms. Managed escalations, clarified project scopes, and ensured timely delivery. Created documentation and process workflows to reduce errors and improve turnaround.

Team Leadership Workflow Optimization ServiceNow Escalation Management

Q-

Failure Analysis Engineer / Final Test Team Lead

Q-Edge

Led a team of 4–6 technicians handling server diagnostics and testing. Authored failure reports and collaborated with Intel and EMC on trend analysis. Performed in-rack troubleshooting including BIOS, firmware, and RAID configurations.

Team Leadership Server Diagnostics BIOS Firmware RAID Technical Troubleshooting Trend Analysis Tech Reporting

Internal IT Support

DHL

Provided escalated support for VPN, AS400, Outlook, and Lync issues. Collaborated with Tier 2/3 teams, managed alert systems and escalations. Supported network printers and Java/browser-based tools for internal applications.

AS400 system Outlook)Lync Network Printer Support Alerting

IT Support Technician Tier I

LMJ Consulting

Managed user accounts in Active Directory and Exchange; configured printers and resolved network issues. Performed weekly backup checks, antivirus scans, and software patching for clients.

Active Directory Exchange Backup Anti Virus Software Patching

Education

Degrees, certifications, and relevant coursework

DeVry University

Associate of Applied Science, Electronics Engineering Technology

Grade: 3.23

Activities and societies: IEEE Member, Honor Roll

Graduated with an Associate of Applied Science in Electronics Engineering Technology. Maintained a GPA of 3.23 and was a member of IEEE and the Honor Roll.