Customer Service Management

Elizabeth M. Barnes

**** ******* **** (cell) 617-***-****

Chapel Hill, NC 27514 *********************@*****.*** DESKTOP SUPPORT PROFESSIONAL

Results-driven Desktop Support professional with 20 years’ experience in desktop and field support, technical writing and training and project leadership and management. Motivated, articulate, and effective communicator with the ability to work within a team setting as well as independently. Excellent problem-solver and mediator. Proven track record of accurate and timely issue resolution, and ability to explain technical concepts to non-technical users. Demonstrated history of adaptability and accomplishment in high-stress environments. Superior customer service skills. Core professional strengths include:

Desktop & Field Support Large Venue Technical Event Support Inventory Management Systems Administration On/Off-Boarding Specialist Large-Scale HW/SW Deployments Technical Training Site Implementations/Teardowns Exceptional Communication Skills Executive Support Project Leadership/Management Crisis Management Technical strengths include:

Hardware: Windows desktops (7, 8.1, 10), laptops, tablets, iOS devices, self-service kiosks, specialty printers, biometric devices, Cisco and Brocade routers/switches, Flight Information Display devices Applications: Office, Google Apps, Citrix, Attachmate, VMWare SABRE & QIK airline reservations, Great Plains, Dynamics CRM, SalesForce, Adobe CC, Uberconference, ABI

Help Desk Software: Remedy, Peregrine, Service Desk, Service-Now, Cherwell Systems Management Apps: SCCM, Acronis, Altiris, PCAnywhere, TeamViewer, WUG, SAManage, OKTA Cloud-based backup apps: DropBox, OneDrive, Google Drive, iCloud. Syncplicity, Carbonite, REACHit Drive VOIP systems: Cisco, Avaya, ShoreTel

PROFESSIONAL EXPERIENCE

BOSTON REDSOX BASEBALL CLUB, LP, Boston, MA 2015-Present SENIOR SUPPORT ENGINEER, IT Operations

1000+ user territory includes Fenway Park, two satellite locations and 100+ scouts/home-based users worldwide

IT Support team member of choice for 2 of 3 Red Sox Principal Owners and numerous senior executives throughout the Red Sox and Fenway Sports Management organizations.

Chosen by IT management to overhaul the prestigious Red Sox/FSM Summer Intern program processes in 2015, which led to its most successful technical kickoff in program history.

Chosen by IT leadership to play a key role in successful ShoreTel VOIP implementation with our vendor

Part of a small team trained as IT Manager for Fenway Park events (games, concerts, conferences, trade shows, other athletic events). Responsible for venue technical setup/breakdown and resolution of all technical issues within the park during events.

ENERNOC, INC., Boston, MA 2014-2015

DESKTOP SUPPORT SPECIALIST, Information Technology Services

Desktop and Help Desk support for startup-style Green Energy company with 400+ users local/worldwide.

Co-manage successful onboarding project: 40+ new hires and interns starting same day

Create accounts on multiple platforms, image/configure laptops, build/configure VoIP phones

Technical writing/editing - revise existing department process docs, create/refine IT onboarding processes LOGAN INTERNATIONAL AIRPORT 1998-2014

Supported 2000+ users daily in 30+ airports, airline sites throughout the Northeast for desktop and projects US AIRWAYS, INC., Boston, MA 2008-2014

LEAD ANALYST, Information Technologies

Site lead for 15+ airline site implementations/deactivations, including airports, maintenance, cargo and catering facilities.

Co-managed multi-million dollar rollout of Flight Information Display System in 18 major airports Elizabeth M. Barnes

US Airways (continued)

Supervised a team of eight field technicians based in Boston, New York and Washington, DC. Served as technical lead and tier III support for the busiest and most profitable region in the US Airways system.

Wrote and administered new hire training documentation for US Airways IT Desktop/Field division ELECTRONIC DATA SYSTEMS (EDS), INC., Boston, MA 2002-2008 NETWORK OPERATIONS SUPERVISOR, Airline Support

Chosen as site lead/team lead on 4 successful global hardware/software refreshes at American Airlines, America West Airlines and US Airways

Granted federal security clearance for Boston Logan and eight other medium and large east coast airports

Selected from Northeast region for management training on shipping/receiving and inventory management

Integrated and supervised a team of six desktop/field techs from Boston/NY after a contract re-organization VERIZON COMMUNICATIONS, Boston, MA 1998-2002

LEAD FIELD ENGINEER, Network Integration

Selected to manage onsite IT project duties for a $40M terminal expansion project at Logan Airport

Led a team of three Boston-based field technicians, collectively exceeding a 93% SLA average.

Successfully completed comprehensive cabling training as BICSI Level I Installer

Tapped for implementation team in US Airways’ worldwide reservation system transition to SABRE ADDITIONAL EXPERIENCE

NC DEPARTMENT OF LABOR (OSHA), Raleigh, NC – Systems Administrator (1997 – 1998) BTG CONCEPT AUTOMATION, Morrisville, NC – Contracts Support Administrator (1995 – 1997) EDUCATION

The University of North Carolina, Chapel Hill, NC Bachelor of Arts, English PROFESSIONAL AWARDS AND RECOGNITION

9/11/01, Boston, MA Recognized for work with American Airlines technical staff to rapidly implement a ground-up network at the Boston Command Center for Airlines, Government Agencies and families of the Boston 9/11 victims. 1/15/09, New York, NY Recognized as part of the crisis response team following the water landing of “Miracle on the Hudson” flight, 1549.

Q4 2012, Boston, MA US Airways Chairman’s Award winner for under-budget, early implementation of a new system-wide Flight Information Display System. Highest honor given to non-executive employees for significant contributions to the airline. VOLUNTEER WORK

US Airways CARE Team, 2010 – 2014 Airline employee volunteers providing emergency response support in the event of an airline incident. Members are trained to coordinate among multiple organizations and assist families of passengers in the event of a crisis.

Jimmy Fund Telethon, 2015 & 2016 Volunteer Tech Support for Boston Red Sox Foundation and Dana Farber Cancer Institute’s annual radio and televised fundraiser for adult and pediatric cancer research. Board of Directors, Music Made in Heaven 2006-Present Non-profit handbell organization which was created by and for families who have lost children. Choir plays around the Southeast at hospitals, churches, and other public venues to spread a message of solace and hope for grieving families and loved ones.

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