Support Representative Specialist
Resume:
BARRY CLARK
Anchorage, AK 99508
*******@***.***
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
******@******.***
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
Contact this candidate