Systems Administrator Help Desk

MONICA L. BARKLEY

Network Systems Administrator

**************@*****.*** 346-***-****

LinkedIn: monica-barkley-76371b213 @Monica_Alcorta Objective

An experienced Network Systems Administrator with over six years of hands-on experience in system support, troubleshooting, and customer technical assistance. Proven success in delivering high-quality service and optimizing system performance. Experience

Tax Credit Consultant, Nunnely Williams Associates August 2002 - September 2010

- Scheduled service technician appointments and assisted clients with remote system issues.

- Provided remote support and troubleshooting for technical issues.

- Achieved a 95% client satisfaction rate with timely and accurate resolutions. IT Service Desk Technician, Transcom, Comcast

September 2009 - September 2010

- Created trouble tickets to escalate system issues and monitored their resolution.

- Assisted users with password resets, VPN tokens, and third-party application issues.

- Supported users with various Windows-related system issues. Tier 1 Help Desk Analyst, SAASU, Vdart

March 2016 - March 2017

- Delivered customer database support and provided excellent communication to both technical and MONICA L. BARKLEY

non-technical users.

- Resolved escalated issues with a high level of accuracy and efficiency. Tier II Help Desk Technician, IGC Federal

November 2018 - March 2019

- Managed customer inquiries for the Texas 211 system, creating tickets for escalation.

- Consistently exceeded performance benchmarks for call volume and resolution accuracy.

- Recognized as a top performer for first-call resolution and client satisfaction. Eligibility Support Technician, Maximus, HHS Contract May 2019 - October 2020

- Screened job applicants and maintained stock levels to ensure a steady supply of work materials.

- Created a safe and friendly work environment while maintaining inventory availability. Housekeeping Supervisor, Wyndham La Quinta

May 2021 - October 2021

- Managed housekeeping staff and ensured inventory of supplies was maintained.

- Created a positive and efficient work environment while meeting company standards. Skills

- Proficient in: Microsoft Office, Windows-based environments, third-party applications

- Technical Expertise: Troubleshooting, system diagnostics, and customer/technical inquiries

- Experience in: System administration, technical support, and customer assistance

- Certifications: Fortinet Network Security Expert, Google IT Support Fundamentals MONICA L. BARKLEY

Education

Associate of Applied Science in Network Systems Administration DeVry University, 2018

Certifications & Extended Training

- Fortinet Network Security Expert Certification - Fortinet NSE Institute

- Google IT Support Fundamentals - Coursera by Google

- Becoming a Power User and Operating Systems - Coursera by Google

- IT Infrastructure Services and System Administration - Coursera by Google

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