BARRY CLARK

****E. *th Ave. #***

Anchorage, AK 99508

adthsi@r.postjobfree.com

907-***-****

WORK EXPERIENCE

Technical Support Specialist

CovisSecure LLC.

July 2020 to Present

Created CRM tools and Trouble Ticket System with Nextiva.

Managed Nextiva phone trees, start and stop times.

Trained users on Nextiva VoIP software.

Trained my backup over a six-month period.

Trained Clinicians, Clients, and Patients how to use the CovidSecure website and Apps as needed.

Created Clinician and Client Designated Employee Representative accounts in the Knack online database.

Respond to Clinician and Client requests via email and phone.

Respond to patient requests via email and phone.

Field Service Technician II

Unisys Federal Systems

September 2019 to March 2020

Respond to technical service hardware requests and break/fix incidents

Support Dell, HP and other notebook, desktops, and monitors

Support multiple Android and iOS devices

Resolve end user questions or problems in the areas of functionality and technical troubleshooting

Take responsibility for additional follow-up as required to ensure service is fully restored

Ensure a high level of customer satisfaction throughout the service delivery transaction

Support Asset Management of all desktop, notebook, mobile devices, and monitor equipment

Windows 10 Migration Technician contracted to The Alaska Native Health Consortium

Alaska Executive Search.

July 2019 to September 2019

Imaged new computers with the custom SCCM image and deployed to users.

Imaged existing computers with the custom SCCM image and deployed to users.

Worked in Active Directory to switch computes to the correct Groups

Installed custom software as needed per department specifications.

System Administrator

DenaliTEK - Anchorage, AK

October 2018 to January 2019

Work assigned tickets from ConnectWise

Several on-site Server maintenance visits a week to include checking backups of all major brands, Acronis, Symantec,

Windows Backup, Veam.

Setting up Sophos firewalls and endpoint protection.

Assist clients with all manner of third-party software where we generally get vendor support.

Create, delete AD user via clients SOP

Buildout and install new workstations and laptops via clients SOP

Service Desk Technician

G.C.I - Anchorage, AK

December 2017 to June 2018

Primarily responsible for answering calls from the queue and assisting internal G.C.I customers with troubleshooting

software and computer issues in a Windows 7 environment.

• Watching my personal email (each Tech has a mailbox that the leads move emails into) for user's issues and prioritizing

them in order of importance.

• Working in CA Service Desk and watching Incidents, Requests, and Change orders that are either assigned or created by

myself.

• Creating Documentation on new processes and procedures.

• Working in Active Directory for Account Creates/Terminations, unlock or reset user's passwords, modify Security Groups,

moving users to different OU's..

• Working in Exchange Management to create or modify emailing groups in conjunction with AD to add users to proper

security groups.

Microcomputer/Network Technician II

State of Alaska Department of Public Safety

November 2014 to October 2017

• Answering help desk requests, evaluating requests, and responding to and closing routing requests or escalating requests.

• Configuring and installing of new workstations.

• Configuring and maintaining user and resource accounts, groups and computers in Active Directory.

• Assigning file authorizations through group membership.

• Scheduling, verifying, maintaining and cataloging daily tap or snapshot backups and the restoration of corrupted or

deleted files.

Windows 7 Migration Technician

Design PT - Anchorage, AK

March 2014 to September 2014

• Contracted to AlaskaUSA FCU for Windows XP to Windows 7 migration

• Decommission replaced computers to get ready for recycling

• Deploy Thin Clients to the Branches

• Took an Inventory of Computer parts room

• Other work as assigned, on call

Help Desk Support Technician

Arctic Information Technology

May 2012 to November 2013

Provide Helpdesk Support to multiple clients utilizing Kaseya Management software as well as Microsoft Dynamics CRM.

Troubleshoot Workstation based software issues with:

• Microsoft Windows XP, Vista, 7 and 8 (x32 and x64)

• Microsoft Office 2007/2010/2013

• Local and network printers

• Adobe Acrobat XI Pro and lower version troubleshooting

• Troubleshoot user and workstation permissions in domain and workgroup environments.

• Troubleshoot server-based software issues with:

Microsoft Windows Server 2003/2008/2012 x32 and x64

Microsoft Exchange 2003/2008/2010

Microsoft SQL Server

Microsoft Terminal Server 2003/2008 x32 and x64

Microsoft Hyper-V and VMWare

AVG and other major AV brands

Field Service Technician

CompuCom - Anchorage, AK

March 2012 to May 2012

CompuCom placed me at the Alaska Railroad as a Network Contractor

Duties at the Alaska Railroad

• Manage Users in Active Directory

• Manage Users file and folder permissions

• Manage Users in Novell ConsoleOne

• Remote troubleshoot Users software Application issues

• Remote troubleshoot Users printing problems

• Research problems switching from Novell to Active Directory

• Respond quickly to Users email requests for assistance

• Keep records of daily activities via email to supervisor

Internet Technical Support Representative

Alaska Communications

July 2010 to December 2010

As an Internet Support Technical Representative, I was responsible for:

• Taking customer calls and resolving issues in a timely order

• Creating tickets based on call in Remedy

• Escalating calls to the Business Queue for Business customers

• Maintaining current knowledge of all ACS services

• Maintaining current knowledge of Windows and Macintosh O/S, software and hardware

• Maintain knowledge of the following applications; Speedsuite, Martens, Siebel, and Remedy

Lead Technical Support Specialist

Alaska Communications

November 1999 to July 2010

As a Lead Technical Support Specialist, I have been responsible for:

• Creating and maintaining workforce schedules

• Bi-weekly call reviews for supervised employees

• Approved time cards and ensured that they were coded correctly and educated employee if time card was incorrect

• Annual performance reviews for supervised employees

• Coaching and training of workforce

• Resolving both intradepartmental and internal escalated customer complaints

• Resolving complex customer problems

• Monitoring queue traffic and workgroup performance

• Identifying outages and communicating with other departments

• Documentation of internal policies and procedures

• Development of technical manuals and procedures for escalated customer complaints

• Testing of new ACS products and services

• Maintaining current knowledge of all ACS services

• Maintaining current knowledge of Windows and Macintosh O/S, software and hardware

• Maintain knowledge of the following applications; Speedsuite, Martens, Siebel, Remedy and SharePoint

• Primary responsibility for end resolution of customer problems

• Co-responsibility for design of graphics and content of DSL installation CD

• Other projects and duties as required

Stepped down to ITSR position to sign up for more classes at U.A.A. and continue working

Last Activity Recorded: March 13, 2013

Microsoft Certification ID: 6495093

6540 CIMARRON CIR.

ANCHORAGE, 99504 US

adthsi@r.postjobfree.com

EDUCATION

Geological Sciences

University of Alaska Anchorage - Anchorage, AK

2009 to 2011

Computer Sciences

Charter College - Anchorage, AK

1999 to 2000

SKILLS

Microsoft Office Suite 2003 - 2016

Microsoft Server 2003 – 2016

Excellent Verbal and Written Communications

Typing ~50wpm (20+ years)

Service Desk

Desktop Support

Technical Support

Project Management

VMWare

Trainer

Leader

Linux OS

Active Directory

Microsoft Exchange

Microsoft O365

Customer Service

Apple OSX

Apple iPhone

iOS/Android OS

Call Center Management

CERTIFICATIONS AND LICENSES

CompTIA Security+ CE

October 25 2019 to October 35 2022

Microsoft® Certified Solutions Associate

Present

Windows 7

Microsoft® Certified IT Professional

March 2013 to Present

Enterprise Desktop Administrator on Windows 7

Enterprise Desktop Support

December 2011 to Present

Enterprise Desktop Support Technician on Windows 7

Microsoft Certified Technology Specialist (MCTS)

December 2011 to Present

Windows 7, Configuration

Microsoft Certified Desktop Support Technician

October 2008 to Present

Windows XP

Microsoft Certified Professional

October 2008 to Present

Standard MCP

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