Greater Kansas City AreaOpen to remote U.S. opportunities
Kyle Palmer
IT Support Microsoft 365 MSP Service Desk
Remote MSP service desk technician supporting Microsoft 365, Entra ID, Exchange Online, endpoints, VPNs, email, remote access, and account-access issues for SMB clients.
Known for clear troubleshooting, strong ticket documentation, calm customer communication, and dependable follow-through.
Professional Snapshot
Technical support grounded in operational ownership
Kyle combines current remote MSP service desk experience with nearly 10 years of prior logistics operations leadership.
At Ntiva, he supports SMB users across Microsoft 365, Entra ID, Exchange Online, endpoints, VPNs, email, remote access, and account-access issues.
His approach is practical and business-aware: understand the impact, troubleshoot methodically, document clearly, communicate calmly, and follow issues through resolution or escalation.
Clear troubleshooting
Methodical problem isolation, from user impact to root cause.
Calm communication
Steady, respectful updates that reduce user anxiety during incidents.
Dependable follow-through
Tickets stay owned until resolved or cleanly escalated.
Core Support Areas
Practical support across users, accounts, devices, and access
Kyle provides user-facing technical support across the systems and issues that keep small and midsize businesses operating.
Microsoft 365 & Exchange
Support for Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, SharePoint, mailbox access, and everyday collaboration issues.
Identity & Account Access
Support involving Entra ID, Active Directory, MFA, password resets, account access, suspicious sign-ins, and session management.
Endpoint & Workstation Support
Troubleshooting for Windows endpoints, workstation configuration, software issues, remote users, and common device problems.
VPN & Remote Access
Support for SonicWall VPN connections, remote-access issues, ScreenConnect sessions, connectivity problems, and user access.
Email & Mail-Flow Troubleshooting
Investigation of email delivery, Mimecast issues, blocked attachments, message tracing, mailbox behavior, DNS checks, and SMTP-related problems.
Ticket Documentation & Escalation
Clear documentation of troubleshooting steps, resolution notes, time entries, recurring issues, escalation details, and handoff information.
Performance Proof
Recognized for customer-focused support
Customer experience
Consistently ranked among the top-performing technicians for positive customer reviews within an approximately 50-technician regional service desk.
Kyle’s support style emphasizes clear communication, complete documentation, and dependable follow-through.
Tools & Platforms
Technical tools used in day-to-day support
Kyle works across Microsoft cloud services, remote-support platforms, security tools, and foundational networking technologies used in MSP service desk environments.
Microsoft
- Microsoft 365
- Exchange Online
- Entra ID
- Active Directory
- Outlook
- Teams
- OneDrive
- SharePoint
Service Desk & Remote Support
- ConnectWise
- ScreenConnect
- N-central
- IT Glue
- RMM tools
Security & Access Support
- Mimecast
- SentinelOne
- Elastic Agent
- MFA support
- Suspicious sign-in review
- Mailbox-rule investigation
Networking Support
- SonicWall VPNs
- DNS
- DHCP
- SMTP
- TCP/IP
Identity & Email Security Support
User-focused support for access, accounts, and email
Kyle handles user-facing identity and email-security issues within the MSP service desk environment, helping restore access, investigate suspicious activity, and resolve email-delivery problems.
Account Access & Recovery
- Password resets
- MFA enforcement
- Session revocation
- Account-access restoration
Suspicious Activity Review
- Phishing-message review
- Compromised Microsoft 365 account support
- Suspicious sign-in review
- Mailbox-rule investigation
Email Investigation
- Message tracing
- Blocked-attachment troubleshooting
- Email-delivery investigation
- Mimecast and mail-flow support
The focus is practical service-desk support: protecting user access, documenting findings, completing appropriate remediation steps, and escalating when deeper security investigation is required.
Operations Background
Nearly a decade of workflow and business ownership
Before moving into IT support, Kyle spent nearly 10 years managing logistics operations at Sock101.
His responsibilities included fulfillment workflows, shipping operations, vendor coordination, process improvement, daily execution, and keeping business-critical work moving.
That background strengthens the way he approaches technical support: understand the operational impact, take ownership, communicate clearly, document the work, and follow issues through completion.
Freight cost improvement
Negotiated an 85% freight discount.
Workflow automation
Helped automate workflows between HubSpot and ShipStation.
Experience & Certifications
Technical support experience backed by operational depth
Kyle’s current MSP service desk work builds on nearly a decade of prior experience managing business-critical operations, workflows, and customer-impacting responsibilities.
Professional Experience
Service Desk Technician I
Ntiva, Inc.
March 2025–PresentRemote · Greater Kansas City Area
- Supports SMB users across Microsoft 365, Exchange Online, Entra ID, Active Directory, endpoints, VPNs, email, remote access, and account-access issues.
- Handles user-facing identity and email-security issues involving MFA, suspicious sign-ins, compromised accounts, mailbox rules, message tracing, and mail-flow troubleshooting.
- Documents troubleshooting steps, resolution notes, time entries, recurring issues, escalation details, and handoff information.
Logistics Operations Manager
Sock101
December 2014–October 2024Greater Kansas City Area
- Managed fulfillment workflows, shipping operations, vendor coordination, process improvement, and daily operational execution.
- Negotiated an 85% freight discount that improved shipping-cost efficiency.
- Helped automate workflows between HubSpot and ShipStation to reduce manual operational work.
Certifications
Certification
CompTIA Security+
CompTIA
Certification
Microsoft Certified: Azure Fundamentals
Microsoft
Certification
Microsoft Certified: Microsoft 365 Fundamentals
Microsoft
Connect
Ready to support users, systems, and business-critical work
Open to remote opportunities in IT support, Microsoft 365 support, service desk, technical support, and support operations.
Kyle brings current MSP service desk experience, nearly a decade of operational ownership, and a support approach built around clear troubleshooting, dependable communication, and thorough follow-through.
Get in touch
Reach Kyle directly by email or review his experience below.