Technical Support Specialist
Tyreik Williams
Technical support professional with experience supporting SaaS applications, Microsoft 365, identity systems, networking, and business-critical software.
Currently working in managed IT services and pursuing my next opportunity in SaaS technical support.
About Me
Technical support across SaaS and managed IT environments
I have more than six years of experience investigating technical issues, reproducing software problems, supporting users, documenting solutions, and collaborating with engineering teams and vendors.
My current work focuses on Microsoft 365, identity and access management, endpoints, networking, email, and business applications. My previous SaaS experience included application troubleshooting, data discrepancies, customer workflows, and software defect reproduction.
Experience
Professional Experience
Click a role to view responsibilities and technical areas.
2025 – Present
- Deliver Tier 1 and Tier 2 support for 500+ users across multiple client environments.
- Administer Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
- Troubleshoot identity, MFA, conditional access, DNS, DHCP, VPN, email, endpoint, printer, and application issues.
- Investigate SaaS and business application problems by reproducing issues, identifying root causes, and documenting findings.
- Use PowerShell, Event Viewer, system logs, and diagnostic tools to perform root cause analysis.
- Collaborate with internal teams, software vendors, and third-party providers on escalated incidents.
Microsoft 365
Entra ID
Intune
PowerShell
DNS
VPN
2018 – 2024
- Supported a web-based SaaS platform by resolving application, reporting, data, and user workflow issues.
- Investigated customer-reported problems by analyzing workflows, system behavior, and application data.
- Reproduced software defects and documented detailed steps for engineering investigations.
- Partnered with Product and Engineering teams to communicate business impact and improve platform reliability.
- Managed support queues and prioritized incidents to meet service expectations.
- Created troubleshooting guides and internal documentation to reduce repeat requests.
SaaS Support
Zendesk
Jira
Bug Reproduction
Documentation
2017 – 2018
- Provided technical assistance to professors and program leaders.
- Helped troubleshoot user access, software, and classroom technology issues.
2017
- Supported office technology and application-related projects.
- Led a small team of three on IT-related projects around the office.
2017
- Assisted professors with online course management and technical issues.
- Supported users working with web-based learning applications.
Projects
What I Have Built
Projects I use to practice cloud, networking, Linux, and web development.
Cloud Project
Cloud Resume Website
Built and deployed this résumé website using HTML, CSS, JavaScript, and AWS services.
- Static portfolio hosted on AWS
- Serverless visitor counter
- Responsive website layout
- Interactive experience sections
AWS
Lambda
HTML
CSS
JavaScript
Home Lab
Raspberry Pi Pi-hole DNS Server
Built a small Linux home lab to practice DNS, networking, system monitoring, and troubleshooting.
- Installed and configured Pi-hole
- Analyzed DNS requests
- Troubleshot network connectivity
- Used Linux command-line tools
Linux
DNS
Raspberry Pi
Networking
Skills
Technical Skills
Identity & Endpoints
Networking
SaaS & Product Support
Tools
Web & APIs
Operating Systems
Currently Learning
Continuing to build my technical support toolkit
I am continuing to develop my knowledge of cloud services, APIs, automation, Linux, and networking through hands-on projects.
Education
Education
2015
Bachelor of Science in Information Technology
Quinnipiac University
Hamden, Connecticut2025
AWS Cloud Foundations
The University of Texas
Austin, TexasPortfolio Status
Built and Hosted on AWS
Static portfolio hosted using AWS services.
Retrieved from an AWS Lambda function.
Part of my cloud résumé learning project.
Contact
Let's Connect
I am interested in Technical Support Engineer and SaaS Product Support opportunities.