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Technical Support Specialist

Everett, Washington, United States
February 07, 2018

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Christopher Bartlett

Everett, WA 206-***-****

Help Desk Technician Service Desk Technician PC Support Specialist

Solutions-focused professional with 15+ years of experience supporting network functionality, software, hardware, operating systems, and VPN security, working in 24/7 network operations center (NOC) and remote environments. Perform high-level user/help desk support and troubleshoot on-demand systems requiring high productivity, performance, and availability. Excellent customer service and communication skills; able to translate technical issues to non-technical audience with focus timely solutions. Multi-lingual, basic French and Japanese. Additional core skills include:

Network Monitoring Creating Accounts Server Backups & Monitoring Tier I & Tier II Support

Problem Analysis & Resolution Handling Escalations Solving Computer-related Issues Deployment/Migrations

Verbalizing Issues to Engineers Network Administration VPN Setup (Passwords / Security) System Maintenance

Professional Experience

Operations Support Specialist / Junior Operations Analyst 2 2007 – 2017

Capgemini Consulting, Client: Holland America/Carnival Seattle, WA

Provided first-line support and problem resolution, ticketing, and escalation of IT-related issues, including Shipboard, Corporate headquarters, and all satellite and remote users in a 24/7 Network Operations Center.

Performed Tier 1 Help Desk support in a Corporate Windows environment. Support MS Office applications, internal applications and processes; assist in access and remote access issues, password resets, troubleshooting and escalations. Run, print, and processed passenger documents.

Monitored critical infrastructure, responded to alerts/alarms and escalations according to operational procedures.

Analyzed and determined source of system errors, malfunctions, job stoppages, and program information to ensure operation standards and service levels are met.

Escalated issues to Tier 2 and 3 specialists (systems, networking, and engineering) as necessary to meet required SLAs.

Helped define and document Operations Knowledgebase for the Network Operations Center department.

Monitored Data Warehouse, Siebel/CRM, and WebFocus data processes ensuring loads completed according to specific schedules. Escalated issues per procedures and restarted jobs if directed.

Completed Moves to Production and Data Warehouse Scheduled creations and changes utilizing FTP Pro and WebFocus Developer Studio.

Controlled Polar and WebFocus primary access management. Provided access, account creation, and changes to users, groups, and functions per security requests. Managed user and functionality reviews for SOX compliance.

Completed user requests for file transfers, and special reports utilizing FTP Pro, WebFocus, Polar, shared folders, and worked with Operation Technicians to complete data transfers.

Worked with Active Directory, Exchange Management, and RSA Security Console tools to create/modify/delete accounts for onboarding/outboarding users.

Timely responded to telephone calls, e-mails, and personnel requests for a variety of technical support issues.

Performed routine health check procedures to verify systems and infrastructure availability.

Reported system problems to appropriate technical staff and confer with them to resolve production issues. Escalated and updated management as required until the problem is corrected.

Operated and maintained peripheral equipment as required, including backup media, printers, and consoles.

Print Output Operator 1997 – 2006

Washington Mutual Bank Seattle, WA

Operated multi-function technical equipment in print center, including impact and high speed OCE mainframe printers with pre- and post-processing equipment such as bursters, form folders, and decollators.

Operated Xerox DocuCenter printers, Splash server, binding and laminating machines, processing user documents for presentations.

Operated high-speed inserters, inserting confidential customer statements, notices, and letters. (Pitney Bowes and Bowe, Bell and Howell models.)

Operated pallet jack and fork lift for delivery and receipt of forms and envelopes.

Performed preventative maintenance on printers, inserters, and associated equipment, including inspecting, cleaning, lubricating, and replacing worn and damaged parts.

Identified machine and operational problems or potential problems and took corrective action within scope of authority.

Proofread and performed quality control checks on digital publishing documents and assured proper alignment of forms. Coordinated reprinting of forms that failed to meet desired production standards.

Maintained up-to-date knowledge of operating procedures and standards for processing, as well as security protocol.


Bachelor of Arts in Theatre, cum laude (1996): University of Vermont

Awards/Honors: George B Bryan Award for Academic Excellence; Phi Beta Kappa National Honor Society

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