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Desktop Support

Fort Washington, MD
October 09, 2018

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Spencer H. Barlow Jr.


Service Desk Technician Senior Desktop Support Technician

Dynamic, results-driven technical support expert and accomplished LAN Administrator offering a wealth of expertise in leading world class support initiatives within a globally renowned firm. Proven professional who excels as a pivotal business partner and provides critical support to the corporation and management team. In depth knowledge of enterprise-wide support services. Demonstrated ability to learn and teach new concepts, easily adapt to change and manage multiple concurrent tasks. Innovative, high energy professional with excellent organizational and communication skills, and a track record of success.

ü Networking

ü Customer Satisfaction

ü Standards Enforcement

ü Quality Assurance

ü System Migration

ü System Integration

ü Project Deliverables

ü Resource Planning

ü System Upgrades

ü Project Management

ü Inventory Management

ü Process Improvements

Career History

Albertsons-Safeway, Lanham, MD

Field Services Technician III (2016-2018)

Support standard hardware platforms and systems installed throughout company. Repair all approved standard technology hardware including PC/Server hardware, Network hardware, RF hardware, and printers. * Provide complete recoverability of systems and applications. * Troubleshoot issues to resolution. * Installation of new hardware and software. * Provide customers with IT support; meet goals for service level agreements. * Provide network and remote connectivity (hardware/software) support. * Maintain equipment inventory controls and policies. * Work with Support Center (STSC) on assignment of problems, support issues and concerns with computer systems. * Interface with all Corporate IT groups for on-site support and technology resolutions. * Adhere to repair standards of Safeway Inc.

Lexmark printer training in order to save company from outside vendor cost.

Spearheaded documents for customer payroll checks process an audit.

Primary Technician for Collington Distribution Center.

SAIC, Falls Church, Virginia

Site Support Technician (2002 to 2014)

Orchestrated desktop support for 300 local users. Shepherded the installation and upgrading of enterprise software, hardware and operating systems. Coordinated, monitored and resolved complex and simple technical issues according to corporate procedures and policies. Monitored help desk response system while simultaneously responding to ad-hoc telephone and email service requests.

Delivered expert 24x7 support to local and remote users to maximize uptime of desktops, peripherals, applications, switches, servers and network ports.

Spearheaded complex troubleshooting initiatives to rapidly resolve network issues.

Local Area Network (LAN) Administrator Mainframe (1993 to 2002)

Championed the support of Novell NetWare 5 network encompassing 300 users within the United States Environmental Protection Agency’s (EPA) Mission-Oriented Systems Engineering Support (MOSES) Program’s Systems Development Center (SDC). Conducted troubleshooting and installation initiatives for local and off-site hardware and software. Oversaw inventory tracking and local area network (LAN) supervision. Enforced EPA standards for LAN operation. Maintained SDC staff connections with off-site mainframes.

Liaise with internal clients across the country to rapidly rectify technical issues with desktops, applications and other related technology.

Appointed Primary Administrator for Legato, ARC Serve 2000 back-up for EPA/SDC.

Additional Professional Experience

Cincinnati Bell Shift Supervisor Computer Operator

Advanced Management Shift Supervisor Computer Operator

Lockheed Senior Computer Operator

Computer Sciences Corporation (CSC)

Senior Computer Operator

Technical Skills

Operating Systems Windows XP/ 7 / 10

Protocols IPX / SPX, TCP / IP

Applications MS Exchange, MS Windows Server 2003 / 2008 R2, Symantec, McAfee, Remedy, Backup Exec, Active Directory, Bomgar

Mobile iPhone / Android

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