Raul Ayala
Senior IT Technical Lead | Escalations & Enterprise Support | Azure • AWS • Security+ • ITIL | RSM US LLP
- Role
- Managed IT Services Supervisor at RSM US LLP
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Raul Ayala
Senior IT professional with 10+ years of experience across managed services, enterprise IT, and client-facing technical leadership. Currently serving as a Senior Technical Lead and escalation owner at RSM US LLP, a top-10 U.S. professional services firm, where I serve as primary technical lead for select client accounts and senior escalation support across a wider managed services portfolio.I sit at the intersection of deep technical expertise and strong stakeholder communication — translating complex infrastructure, cloud, and security issues into clear recommendations that align with business priorities. I\'ve built trust with clients and internal teams alike by owning problems from first contact to resolution.Core strengths: IT operations leadership • client escalation management • cloud infrastructure (Azure, AWS) • endpoint security (CrowdStrike, Intune, Defender) • team mentorship • SLA-driven service deliveryCertifications: AWS Solutions Architect Associate • Microsoft Azure Administrator (AZ-104) • CompTIA Security+ • ITIL Foundation • Certified Scrum MasterOpen to: IT Manager • Technical Support Manager • IT Operations Manager • TAM / Client Success Manager • Senior IT Lead roles in the Los Angeles area or remote.
Experience
Managed IT Services Supervisor
Aug 2023 — Present
Primary technical lead for key client accounts and senior escalation engineer across a broader managed services portfolio. Own complex incident resolution across infrastructure, cloud, networking, and endpoint environments from triage to close• Collaborate alongside Tier 1 and Tier 2 support teams during high-priority incidents in a supervisory capacity, providing real-time technical direction and ensuring SLA compliance across infrastructure, cloud, networking, and endpoint environments• Act as primary technical liaison for client stakeholders during critical incidents — translating findings into business-aligned recommendations• Mentor junior technicians and contribute to process improvements that reduce repeat escalations• Environment: Azure, AWS, Microsoft 365, VMware, CrowdStrike, Intune, Cisco Meraki, ServiceNow, LogicMonitor, PowerShell
Education
California State University, Northridge
Bachelor of Science - BS, Computer Information Technology
2019
UCLA
Cyber Security Bootcamp
2019
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