L2 Support Engineer & Acting Team Lead
Dynamic IT Professional with extensive experience in Managed Service Provider (MSP) environments, supporting a diverse global clientele across the US, UK, and South Africa. Currently serving as the Acting Team Lead for a Philippine-based support team, blending high-level technical troubleshooting with operational leadership.
A security-driven specialist, holding the CompTIA CSAP stackable certification (Security+ and CySA+), along with SC-900, MS-900, and AZ-900. Proven track record in executing complex technical projects and delivering data-driven monthly insights to stakeholders. Currently advancing expertise toward the CompTIA SecurityX (formerly CASP+) certification.
Key Expertise
Technical Leadership: Mentoring L1/L2 engineers and managing escalation workflows for international clients.
Deep Troubleshooting: Resolving complex hardware, software, and network issues within the MSP framework.
Security Operations: Implementing security best practices and analytics (CSAP certified).
Client Management: Preparing and presenting monthly service delivery reports and project updates.
Global Operations: Expert at navigating cross-cultural communication and shifting time zones.
Availability for Part-Time Work
Current Schedule: Finishes full-time shift at 3:00 PM PHT.
Ideal Part-Time Window: Available for roles starting from 4:00 PM PHT onwards (ideally suited for UK afternoon shifts or US morning shifts).
Please visit my LinkedIn profile on this link to verify my credentials: www.-----------/in/leo-calaunan-b5a380191
