Customer Service Manager

Roy L. Barclay II

**** ******* ****** ***… Katy, Texas 77449 ... 814-***-**** ... *******@*******.***

IT Professional

Goal-oriented and collaborative IT professional with experience applying hardware and software design,

installation, administration, and configuration to support fast-paced organizational environments. Proven analytic

and problem-solving skills with the keen ability to assess needs, define requirements, develop value-added

solutions, and execute technical solutions that streamline and improve operating efficiencies. Proficient in

communicating with technical and non-technical audiences. Adept in developing system documentation and

creating policies to meet the needs of dynamic and continuously changing environments. Experienced in preparing

auditing reports for ensure regulatory compliance. Primary focus has been geared toward desktop support and

network administration (primarily Cisco).

PROFESSIONAL EXPERIENCE

Halcόn Resources

IT System Analyst, (January, 2013 – Current):

Provided on-site and remote IT support for an office located in Houston, TX, regional and field offices, and local rig sites. Functioned as

the primary Desktop Support for the Pennsylvania regional office, meeting schedule deadlines, and gained project management experience

through coordinating the implementation of IT and facilities infrastructure for two office build-outs. Provided full hardware and software

support for users of all IT equipment and performed IT Asset Inventory Management as needed. Prepared user access control auditing

reports as needed for SOX compliance. Facilitated HP ProLiant Series 8 server deployment, upgrades, and decommissioning as necessary.

Worked closely with vendors and acted as Project Manager for multiple projects. Assisted with server management tasks including

patching, software and hardware upgrades. Coordinated Networking and Datacom deployments at multiple offices (Cisco Catalyst series

switches and routers – IOS release version 15 & Cisco ASA firewalls). Regularly prepared monthly security auditing reports for system

access control reviews.

UPMC Northwest

PC Consultant Intermediate, (October, 2010 to January, 2013):

Provided day-to-day in-person and remote technical support for all hospital IT systems, including desktops,

laptops, all-in-ones, mobile devices, Blackberries, and Polycom Video Conferencing equipment. Supported MS

Exchange e-mail platform and facilitated all IT hardware and software maintenance. Performed port

configurations on Cisco Catalyst 3750-series Switches and 6500-series Routers (IOS versions 12.X).

Talisman Energy USA, Inc.

Desktop Support Analyst (CompuCom Consultant), (May, 2010 to October, 2010):

Assisted with the deployment and implementation of office computer network equipment and software along

with other various IT assets. Managed employee/client cases and tasks on a case-by-case basis,

troubleshooting issues varying from network connections, email functionality, server & application connectivity,

and new-hire IT Support. Performed basic switch port configuration (speed & duplex changes) and network

patching.

Blair Corporation/Orchard Brands

Customer Service Representative, (2008 to 2010):

Leveraged strengths in efficient communications and effective sales to earn a reputation as an excellent sales

performer (including multiple commendations for up-selling). Handled 30-50 mixed sales and customer service

inquiries daily, providing data entry for sales and customer service issues as necessary.

Clarion University of Pennsylvania

Lab Technician (2007 to 2008):

Provide networking/desktop support and perform mainframe and server and computer lab maintenance tasks,

including software and hardware maintenance, as well as various PC support tasks as needed.

PROFESSIONAL EXPERIENCE, (continued)

Adelphia Communications – Coudersport, PA

Technical Support Representative (Tiers 1 & 2), (2002 to 2005)

Handled technical troubleshooting and support in a call center for an internet service provider. Engaged and

tracked customer inquiries and issues vie telephone and chat mediums, with responsibility for the timely

documentation, escalation (if appropriate), and escalation of trouble tickets to NOC. Exceeded statistical

targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all

calls (out-performing average of 90%).

EDUCATION AND CERTIFICATION

Clarion University of Pennsylvania Bachelor of Science Information Systems

Western Governors University Master of Science IT Network Management

CISCO Certified Entry Network Technician (CCENT) Certified

MS Windows Server 2012 Installation & Configuration Training - Certificate of Completion

TECHNICAL INVENTORY

Certifications: CCENT & CCNA Training Course Completion Certification

Systems: Active Directory, UNIX, Windows

9X/NT/2000/XP/2K3/Vista/Windows 7/8, Windows Server 2012,

Novell NetWare, Mac OS X, Omnicast, A/S 400, BES Server

Administration, Boxtone Interface

Databases: Oracle, DB2, Relational Databases, RS2 (Security Database), SQL, MS

Access

Languages: Visual Basic, SQL 2008, HTML, Visual C#, Java Script, Java, .NET

Framework

Software: VMware, MS Visio, MS Office, MS Sharepoint, Lotus Notes, MSTSC,

Remedy, HP Service Center, ManageEngine ServiceDesk, AccessIt,

Speco DVR, DameWare, HP OpenView ServiceCenter, HP Asset

Manager, ManageEngine AD Manager, LogicMonitor, LogMeIn

Rescue, Cisco AnyConnect VPN, VMware Horizon View, Citrix

ShareFile, Symantec Enterprise Cloud Protection, Unitrends Backup,

ClearSCADA (user support), IHS FieldDirect/Production Explorer (user

support)

Hardware: Cisco Catalyst Switches (35XX, 36XX, and 37XX series)

Cisco Catalyst Routers 65XX series Routers

Cisco ASA 5505 Security Plus Firewalls

Cisco ATA Analog Telephone Adapters

Cisco 7945, 7975, & 7937 VOIP Telephones

Polycom VSX-8000 and HDX 9001 Video Conferencing Units

HP ProLiant DL360P Gen 8 Series Switches

HP, Dell, IBM/Lenovo laptops, desktops, AiO’s

Microsoft Surface Pro Tablets & Wyse Devices

Apple iPads, iPhones, MacBook Airs and MacBook Pros

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