Support Specialist Customer Service

AB Barnes

Orlando, FL ***********@******.*** 904-***-****

PROFESSIONAL SUMMARY

Outcome-driven IT Service Desk subject-matter expert with technical insight for 6+ years. Possesses strong oral and written communication skill, strong attention to detail, teamwork, adaptability, time management and customer service. Excels in complex technical and work environments while providing insightful technology leadership and transformative strategies.

EDUCATION

Associate's Degree in Information Technology, Valencia College, Orlando, FL

WORK EXPERIENCE

CONTRACT: SUPPORT SPECIALIST I at OneSupport, 03/2024 - Present

• Resolve end user issues for Windows 10 devices, Apple devices, printers/copiers, peripherals and mobile devices remotely

• Use problem-solving skills to make decisions based on detailed probing questions reducing escalations by 10%

• Troubleshot Microsoft, MDM, Mac/OS network, VMware, Citrix, cloud computing and antivirus as Tier II

• Implement, configure and install systems/software setup and perform hardware repairs and upgrades

CONTRACT: TECHNICAL SUPPORT REPRESENTATIVE at Asurion, 07/2023 - 02/2024

• Installed, configured, repaired and monitored desktops, laptops, software, routers, modems, tablets and mobile devices

Supervised user domain access using AD and McAfee while protecting user’s personal information

• Use a systematic approach to analyze and develop logical assumptions to solve issues within SLA

• Maintained satisfactory and above client service metrics and various KPIs at 97%

CONTRACT: Administrative IT Support at Exclusive Group, 11/2022 – 02/2023

Spearheaded company’s cloud migration project without incident in coordination with IT Manager and General Manager

•Setup mobile devices, VMware, Citrix, video conference tools, cloud computing, hardware and software

•Upgraded software and hardware on devices which reduced long-term tickets by 20%

CAREER BREAK: MEDICAL ABSENCE, 04/2021 – 10/2022

CONTRACT: ASSOCIATE TECHNOLOGY SPECIALIST at Florida Blue, 05/2019 – 10/2021

Conducted migration project from onsite to remote work to combat COVID19 using virtualization and computer security

Diagnosed and resolved at least 800 hardware, software, access or network issues per month, resolving 99% of issues

•Supported the maintenance of the company IT systems and disaster recovery protocols to maintain data security

Collaborated with users to coordinate the delivery of goods or services

TECHNICAL SUPPORT ASSOCIATE I at Apple, 01/2018 – 04/2019

• Administered remote support for Apple/OS hardware, applications, mobile devices, peripherals and backups as Tier III

• Streamlined product knowledge support to technical and non-technical audiences decreasing escalations by 5%

• Utilized PAIR method to probe questions, analyze information, isolate root cause and resolve the issue

SKILLS

• Languages: C, SQL & PowerShell

• Operating Systems: Windows OS, Windows Server, MacOS, Linux, Unix, iOS & Android

• Ticketing systems: ServiceNow

• Networking: VPN, Meraki switches, access points, LAN/WAN & VoIP

Platforms: Oracle, MS Azure & Google Cloud Platform

• Applications: WebEx, Zoom, Office365, SCCM & Exchange Server

Services: Active Directory & RACF

https://www.linkedin.com/in/ab-barnes-a41879a4

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