Alex Peebles
Support Specialist
PowerShell
Active 3 days ago
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Overview
Technical skills
Timeline
Roles
Overview
Technical support and escalation leader with 7+ years of experience in regulated enterprise banking and an MSP environment. Led service desk operations and mentor teams while staying hands-on with Tier 2/3 escalations, incident ownership, customer communication, and documentation improvements. Strong experience supporting Microsoft 365 and identity systems including Entra ID.
Technical skills
PowerShell
DevOps
Docker
Ubuntu
VMWare
Windows Server
Debian
SLI/SLO/SLA• 6y+
Cybersecurity
Microsoft Entra ID
Timeline
Technical Support Technician II
•
Middle
Home BancShares (Centennial Bank)
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Full-Time
Provide Tier 2/3 support for a large enterprise banking environment, troubleshooting complex incidents and driving them to resolution. Coordinate across technical teams, deliver status and user-impact communication, and handle escalations with incident ownership. Improve operational knowledge by authoring extensive knowledge-base content and supporting Microsoft 365, Active Directory, Entra ID, VDI, and related enterprise endpoints.
Microsoft Entra ID
SLI/SLO/SLA
Service Desk Manager / Technical Lead
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Lead
Corporate Technologies / NuMSP
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Full-Time
Led and mentored approximately 8–15 technicians while acting as the senior escalation point for complex technical and customer issues across 50+ client environments. Managed queue health, SLA/KPI performance, backlog prioritization, case quality, reporting, and day-to-day service desk operations. Coached on troubleshooting and customer communication, supported onboarding and service transitions, and contributed to domain/account migrations and multi-client operational improvements.
Service Desk Manager / Technical Lead
•
Lead
Corporate Technologies (NuMSP)
•
Full-Time
Lead and mentor a team of technicians while acting as the senior escalation point for complex customer and technical issues. Own service desk operations including queue health, SLA performance, backlog prioritization, escalation handling, and ticket quality. Support onboarding and service transitions, improve processes through documentation and standardized procedures, and coordinate migrations and multi-client projects.
SLI/SLO/SLAsince 2020