# Established a Technical Support department, servicing over 10,000 clients with IT support and troubleshooting solutions. 2015 – 2022 **Situation.** The client base was growing and needed dependable technical support, and there just wasn't a dedicated function to give it to them at any real scale. Support was happening ad hoc, which works for a handful of clients and quietly falls apart as the numbers climb. **Task.** Standing up an actual technical‑support capability — one that could serve a large and still‑growing client base — was the job. **Action.** A Technical Support department got built from nothing. That meant deciding how it would actually work before hiring into it — the process for how a request came in and got resolved, the tooling to handle volume, the standard for what good support looked like — and then building the capacity to deliver IT support and troubleshooting to a lot of clients at once. Starting from scratch was the advantage, honestly; it could be designed for the scale the company was heading toward instead of patching something that had grown up by accident. **Result.** The department ended up serving over ten thousand clients with reliable support and troubleshooting. Support went from a thing done reactively to a genuine strength of the company — something that scaled with the client base instead of buckling under it. --- - Role: Infrastructure Engineer - Categories: [Team Leadership](https://support.engineer.company/categories/team-leadership/), [Mentoring & Coaching](https://support.engineer.company/categories/mentoring/), [Project Management](https://support.engineer.company/categories/project-management/), [Product & Requirements](https://support.engineer.company/categories/product/), [Stakeholder & Reporting](https://support.engineer.company/categories/stakeholder/), [System Administration](https://support.engineer.company/categories/system-administration/) - Services: [Team Building & Mentoring](https://support.engineer.company/services/team-mentoring/), [Project Management (Agile)](https://support.engineer.company/services/project-management/), [IT Support & Helpdesk](https://support.engineer.company/services/it-support/)