Support Specialist Desktop

Monica L. Barkley

La Porte, TX 210-***-**** *************@**********.***

PROFESSIONAL SUMMARY

Highly analytical Network Systems Administrator and Tier II Technical Support Specialist with an A.S. in Network Systems Administration and certified Fortinet Network Security Expert (NSE 4) credentials.

CORE COMPETENCIES & SKILLS

• Systems & Directory Services: Identity & Access Management, Active Directory (AD), Group Policy, Multi-Factor Authentication (MFA), Account Provisioning

• IT Service Management: Help Desk Support (Tier 1 & Tier 2), Advanced Incident Resolution, ServiceNow ITSM, SLAs

PROFESSIONAL EXPERIENCE

CGI Federal Tier II Help Desk Technician Nov 2017 – Mar 2019

• Ticket Escalation Management: Served as the primary point of contact for issues escalated from Tier 1, ensuring all technical details were thoroughly logged within platforms like ServiceNow ITSM.

• Environment Support: Maintained strict ownership of tickets to consistently meet stringent Service Level Agreements (SLAs)

• Data Security & Documentation: Updated internal knowledge bases with documented troubleshooting workarounds and maintained the absolute integrity of Controlled Unclassified Information (CUI).

Maximus Health & Human Services Commission (HHSC) Eligibility Support Technician May 2018 – Mar 2021

• Application Screening: Reviewed incoming digital health and human services applications for required signatures, dates, and mandatory supporting documents.

• Data Verification: Checked state system interfaces and data exchanges to verify the applicant's reported personal, household, and income details.

• Case Preparation: Organized and reprocessed case files, resolved missing information gaps, and formatted documents for final disposition by State Eligibility Consultants.

• Customer Communication: Contacted customers via phone, email, or system alerts to clarify confusing eligibility data or request missing information.

• Inbound Assistance: Answered customer inquiries regarding application statuses and educated the public on basic program guidelines.

• Metrics & Compliance: Consistently met strict corporate Quality Assurance (QA) standards and project-specific timeline deadlines using Windows/Mac OS and Microsoft Teams.

USAA Federal Tier 1 Service Desk IT Specialist Mar 2016 – Mar 2017

• First-Contact Resolution: Diagnosed and resolved basic hardware, software, network connectivity, and mobile device issues upon initial customer contact.

• Ticket Lifecycle Management: Documented all incoming incidents and service requests in the ServiceNow enterprise ticketing system with accurate categorization and detailed technical notes.

• Access Management: Processed standard identity requests, including account lockouts, password resets, multi-factor authentication (MFA) issues, and Active Directory permissions.

• Intelligent Escalation: Identified and escalated complex technical issues to Tier 2 support or specialized engineering teams when first-contact resolution was not possible.

• Knowledge Utilization: Applied established knowledge-base articles and standard operating procedures (SOPs) to troubleshoot common enterprise applications and hardware.

• Performance Metrics: Met or exceeded strict corporate performance targets, including Average Handle Time (AHT), First Contact Resolution (FCR) rate, and customer satisfaction (CSAT) scores.

Transcom (Comcast Campaign) Tier 1 Technical Support Representative Sep 2009 – Sep 2010

• Primary Customer Contact: Answered high-volume inbound phone calls, chats, and emails from Comcast customers and employees needing immediate technical assistance.

• Comcast Service Troubleshooting: Diagnosed and resolved connectivity issues related to Xfinity High-Speed Internet, Comcast Digital Voice (CDV), residential home networking, and digital cable/video services.

• Remote Diagnostic Support: Walked users step-by-step through standard troubleshooting procedures, such as power-cycling modems, provisioning equipment, and verifying signal levels.

• Account Management: Performed basic account-side technical updates, software modifications, billing system cross-checks, and device registration.

• Ticket Management & Documentation: Created, updated, logged, and accurately documented every customer interaction and resolution detail within the ticketing database.

• Escalation Handling: Swiftly identified complex network outages, infrastructure failures, or advanced hardware bugs and routed unresolved tickets to Tier 2 support or local dispatch technicians.

Nunley, Williams & Associates (NWA) Tax Credit Consultant Aug 2002 – Sep 2010

• Client Eligibility Assessment

: Reviewed client payroll data, employee onboarding documentation, and corporate profiles to identify potential federal and state tax credit opportunities.

• WOTC Certification Management: Guided corporate clients through the multi-step Work Opportunity Tax Credit (WOTC) process, including screening new hires, filling out IRS Form 8850, and preparing Department of Labor (DOL) ETA forms.

• Documentation and Compliance: Gathered, verified, and organized supporting legal evidence (e.g., veteran status, public assistance records) to ensure every tax credit claim met strict state and federal statutory requirements within 28-day filing deadlines.

• Agency Liaison: Submitted completed certification packages to State Workforce Agencies (SWAs) and actively tracked the progress of submissions through approval.

• Audit and Quality Control: Periodically reviewed internal files to verify that correct certification processes were used, safeguarding clients against potential audit failures or credit clawbacks.

La Quinta by Wyndham Housekeeping Supervisor May 2021 – Oct 2021

• Team Leadership: Supervised a 24-member team of room attendants and laundry staff, coordinating daily property-wide workflows across an 8-floor property with 276 guest rooms to maximize operational efficiency.

• Quality Assurance: Conducted daily physical inspections of guest rooms, bathrooms, corridors, and public spaces to verify strict compliance with brand cleanliness, sanitation, and aesthetic guidelines.

• Workforce Scheduling: Delegated daily assignments and distributed tasks to frontline staff by analyzing morning arrival/departure reports and scheduling workloads.

• Safety Training: Trained and mentored staff on OSHA chemical safety standards, proper sanitation methods, and ergonomic cleaning techniques to reduce workplace injuries and meet efficiency metrics.

• Inventory Control: Managed inventory controls by auditing linens, guest amenities, and cleaning supplies while submitting accurate replenishment reports to management.

• Interdepartmental Communication: Partnered with the engineering department to report physical room defects for rapid maintenance resolution, and communicated real-time room statuses to the front desk to accelerate vacant-ready turnarounds.

EDUCATION

DeVry University Associate of Applied Science in Information Technology and Networking

• Specialization: Network Systems Administration Accreditation: CAC of ABET

• Enterprise Architecture: Engineered, configured, and troubleshot complex Local Area Networks (LAN) and Wide Area Networks (WAN) using advanced routing protocols and virtual network segmentation (VLANs).

• System Administration: Administered enterprise-level network operating systems, including Active Directory management, group policy configuration, and Linux server environments.

• Infrastructure Defense: Implemented perimeter defense strategies, configured firewalls, and applied modern cybersecurity protocols to mitigate infrastructure vulnerabilities.

• Scripting & Automation: Created functional automation scripts using Python to streamline system processes, optimize data routing logic, and manage device environments.

• Unified Communications: Configured and maintained business-critical tech systems, including basic routing for Voice over IP (VoIP) and cloud computing frameworks.

LICENSES & CERTIFICATIONS

• Fortinet Network Security Expert (NSE 4): Network Security Professional – Fortinet Verified Track: Secure Networking, Perimeter Security, Policy Rules, VPN Tunnels, FortiGate NGFW configurations.

• Fortinet Certified Associate (NSE 3) – Fortinet Training Institute Verified Track: Fundamental Solutions, Threat Landscapes, and Security Fabric Protocols.

• NSE 1 (Introduction to Cybersecurity) – NSE Institute Verified Track: Core Threat Landscapes and Basic Infrastructure Defense.

• Google: System Administration and IT Infrastructure Services – Coursera Verified Track: Fleet Management, Active Directory, Server Software Infrastructure, Cloud Assets, and Disaster Recovery Planning.

• Google: Operating Systems and You: Becoming a Power User – Coursera Verified Track: Windows/Linux OS Configuration, Command Line Interface (CLI), and PowerShell Troubleshooting.

• Google: Technical Support Fundamentals – Coursera Verified Track: Help Desk Operations, User-Management Workflows, Physical Hardware Component Diagnostics, and Remote Desktop Emulation.

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