Resume snapshot

Senior Support Escalation Manager

Microsoft 365 escalation, global support operations, technical support leadership, support-system design, BPO enablement, and customer-facing incident communication.

Download PDF resumejspears@cloudjgs.com
7+
Years managed cloud support
92%+
CSAT maintained
25%
Faster escalation resolution

Profile

Senior Microsoft 365 escalation and support-operations leader with experience advancing from Tier 3 Technical Support Engineer to Support Supervisor at CARET. Owned VIP/SWAT escalations, outages, cross-provider incidents, and global Tier 1-3 execution for law, CPA, and professional-services clients. Current JGS work applies the same operating model to Microsoft 365 evidence products, app delivery, and scoped technical support: clarify facts, expose evidence, define ownership, document the path, and drive closure.

Founder & Principal Operator — JGS Cloud Compliance, LLC / JGS

Sep 2025 – Present · San Diego / Remote
Built PROVE by JGS, a Microsoft 365 evidence product evaluating tenant configuration against 140 CIS Microsoft 365 Foundations Benchmark v6.0.1 controls and producing offline evidence binders for external review.
Built CertCrush by JGS Flow, a phone-first IT certification study app family for iOS and Android across CompTIA, Cisco, AWS, Azure, Google Cloud, and ITIL tracks.
Performed scoped founder-led technical support involving Microsoft 365, Outlook/Exchange, Entra ID, SharePoint, OneDrive, Teams, permissions, documentation, vendor follow-up, data cleanup, and stalled-ticket recovery.

Supervisor, Technical Support — CARET

2022 – Aug 2025 · San Diego / Global
Led global cloud support operations in a Microsoft 365-heavy managed hosting environment serving law firms, CPA practices, and professional-services organizations.
Directed Tier 1-3 support execution, escalation queues, call coverage, shift coordination, queue hygiene, and daily operating standards across U.S. and international support models.
Delivered onsite technical-support training for Buwelo BPO teams in Ghana and Manila, then continued remote coaching, QA, and escalation-standard reinforcement.

Senior Team Lead / Tier 3 Technical Support Engineer — CARET / AbacusNext

2018 – 2022 · San Diego
Resolved 1,000+ advanced escalations involving Microsoft 365, Exchange, Active Directory/Entra ID, Remote Desktop Services, hosted applications, performance, connectivity, printers, and user access.
Authored SOPs and troubleshooting playbooks for Hybrid Exchange routing, RDS printing/scanning isolation, FSLogix profile recovery, hosted legal/accounting apps, and escalation procedures.
Developed PowerShell and Zendesk workflow automations, including infrastructure lookup tooling that reduced server identification from minutes to seconds.

Technical tools and platforms

Microsoft 365, Exchange Online, Entra ID / Azure AD, Active Directory, SharePoint, OneDrive, Teams, Windows Server, Remote Desktop Services, FSLogix, Azure IaaS, Zendesk, Salesforce Service Cloud, ConnectWise Automate, MFA, Conditional Access, Duo Security, Defender for Office 365, Intune, DNS / SPF / DKIM / DMARC, PowerShell, Microsoft Graph, ExchangeOnlineManagement.