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Customer Service Support

November 15, 2018

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Bobby Barritt – IT Technologist

Provide client connectivity support and client application support for all digital devices

Evaluate usage patterns and incorporates customer feedback into recommendations

Oversee the help desk activities to ensure compliance with proper procedures

Extensive expertise in Apple Mac and Windows Desktop Procurement and Client & Backend Support

Technically sophisticated knowledge in Windows Server support, asset control, and disaster recovery, and has proven experience installing, maintaining, repairing and troubleshooting desktop and portable hardware and software and supporting internal multi-subnet and multi-platform network

Professional knowledge and experience in a high-performance help desk or call center

Demonstrate Business critical support for Client Customer Service Support Center

Successful support of Highly Critical Manufacturer and Customer Service support

Demonstrate a high level of responsibility to Achieve business results


Abbott Laboratories - Tier II/III Apr 16-Current

Sr. Desktop Administrator

Solely responsible for Weekly Tape back-ups and troubleshooting backup devices

Backup and Migrate Client Data from Windows 7 to Windows 10 OS

Use different methods in providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements

Installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems

Replace Backend hardware such as Servers, and Switches in Server Room, IDF, and MDF

Troubleshoot and Patch All Avaya IP phones

Enterprise LAN and WAN setups, tracing and troubleshooting

Administration of Windows O/S and basic Mac O/S support

Extensive practice of TCP/IP networking, DNS, DHCP, VPN, and RDP

Troubleshoot and resolve Client VPN Connections

Backup for Legal FTK purposes and procedures

Sole critical contact for Customer Service, Production and Distribution Center for all Local IT issues

Knowledge and experience of supporting MAC devices, iPhone and tablets

Contactable after hours for emergency questions and On-call escalation and emergencies

VIP support, including any home and remote location support

Troubleshoot and Engineer critical workarounds when no solution provided by Enterprise

Provide testing for all other engineering departments

Adhere to ticket count per day and resolve incidents in a timely fashion

Interim Work:

SmartSource, Inc., Southern CA - Tier II Feb 15-Apr 16

Hardware/Software Refresh Tech

Back up and transfer user profiles and data in Windows 7 environment

Use different methods of transferring data from old to new PCs

Multi-task to perform multiple profile captures and transfers

Provide end user setup and support after the migration of user data and profiles to new machines

Troubleshoot end user issues with connecting to network printers, reconnecting Outlook PSTs, reconnecting to network share drives, etc.

Professional Experience:

KIA Motor America / Wintech Agency, Irvine, CA – Tier II Jan 13-Jan 15

Desk Support Analyst

Accurately document instances of hardware failures, repairs, installations, and removal utilizing ITSM

Maintain up-to-date knowledge of hardware and software specifications with Windows 7 and Mac OSX

Work with end users to identify and resolve issues with computer hardware and software

Liaison with, and provide training and support to, end users and staff on computer operation and other issues

Provide technical remote support utilizing MS Lync, Go to Assist, and Dameware

Citrix Troubleshooting and Client Support

Troubleshoot and resolve technical issues with Network printers and other office peripherals

Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, connected peripheral devices, and supported mobile devices

Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software products

Perform on-site analysis, diagnosis, and resolution of complex computer problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed

Receive and respond to incoming calls, pages, and/or e-mails regarding computer and/or hardware problems

Accurately collect and report inventory of all monitors, computers, printers, scanners, and other peripheral equipment utilizing SAP asset management

Monitor and test computer performance and provide computer performance statistics and reports

Construct, install, and test customized configurations based on various platforms and operating systems.

Veterans Administration / IntraTek, Long Beach, CA – Tier I/II Oct 11-Jan 13

Help Desk Support / Call Center

Provide technical Help Desk and Remote support for nationwide users in a fast paced call center environment

Provide technical executive support for Doctor’s and VP’s

Troubleshoot and resolve technical issues with Windows XP/7 and Mac OSX

Troubleshoot and resolve technical issues with MS Office/Outlook

Provide Active Directory Administration which included adding/deleting users and password resets

Provide technical remote support utilizing MS Communicator and XP NetMeeting

Troubleshoot and resolve technical issues with Network printers and other office peripherals

Troubleshoot and support Blackberry hand held devices

Utilize Remedy ticketing system to manage trouble ticket queue

Diagnose and resolve technical hardware and software issues

Research questions using available information resources and advise user on appropriate action

Follow standard help desk procedures and log all help desk interactions Redirect problems to appropriate resource

Working knowledge of fundamental operations of relevant software, hardware and other equipment and call tracking applications

Identify and escalate situations requiring urgent attention

SmartSource, Inc., Southern CA - Tier I/II Aug 10-Apr 11

POS Support / Computer Contractor

Provide technical POS field support for a variety of users in different offices throughout southern California

Implement all new systems roll out

Troubleshoot and resolve technical issues with Windows XP

Troubleshoot and resolve technical issues with Network printers and other office peripherals

Demonstrate ability to troubleshoot and create hardware logs and fixes

Configure devices and software applications following established procedures

Responsible for mission-critical and sensitive data

Ensure completion of projects

PBX to VoIP upgrades and roll-outs

Perform cable drops

Manage the move and installation of IT equipment to assure the coordination of IT support and customer services

Head systems roll-out for major retail stores

Adhere to strict guidelines and procedures

Intercommunications, Inc., Newport Beach, CA – Tier I/II/III Aug 08-Mar 09

Sr. Desktop Support Analyst

Provide technical Desktop Support for internal users in a fast paced customer service driven environment

Provide technical executive support for VP’s

Troubleshoot and resolve technical issues with Windows XP/7

Troubleshoot and resolve technical issues with Mac OSX

Provide Active Directory Administration which included adding/deleting users and password resets

Troubleshoot and resolve technical issues with MS Office and Outlook

Troubleshoot and resolve technical issues with Network printers and other office peripherals

Troubleshoot and support Blackberry and iPhone hand held devices

Maintain and support Windows 2003 servers

Review project plans to plan and coordinate project activity

Manage backup, security and user help systems. Interpreted organizational goals, policies, and procedures

Develop computer information resources, provided for data security and control, strategic computing and disaster recovery

Consult with users, management, vendors and technicians to assess computing needs and system requirements

Stay abreast of advances in technology

Practice Multi-level OS and VMware support

Troubleshoot client hardware and software

As the head of the IT Department, take charge and keep all desktops, servers, printers, orders, training, builds and updates

Specialize in total support, recommendations, implementations and training of all Art and Design Department's critical color, web documents and decisions

Technical Skills:

Multi-platform Tech Support of Mac/Windows/Linux

Network Connectivity / Analysis

Avaya and Cisco VoIP and PBX

Help Desk / Call Center / VIP Support

MS Office Windows Mac and Linux


ITSM Ticket Systems

MS Active Directory

Anti-virus, Mal-ware, Ad-ware of Symantec/McAfee/TrendMicro


MS Exchange

Soft Skills:



Empathy for the End User

Solutions Minded

Team Player

Training and Certifications:

Currently studying ITIL for Project Management

Computer Education Institute (C.E.I.), Anaheim, CA, 2002

Vocational/Certification - Networking NT Server 4 * Microsoft TCP/IP * PC Repair Technician * Novell

New Horizons Computer Learning Center, Anaheim, CA, 2010

Vocational/Certification - Specialized focus in MS 2003 Server administration and implementation

Network+ COMP0019085739; A+ Core C3ADTT4064


California State University, Fullerton, Fullerton, CA, 1995

B.A., Communications Advertising

Specialized in Advertising, Marketing, Digital Graphics Design


US Coast Guard

Humanitarian Service Medal Recipient – This award signifies selflessness and the desire to help other human beings in times of great strife, terror, and chaos.

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