IT Sytems Support Analyst II

Winston H. Barnard III

• Tacoma, WA *********@*****.*** 360-***-****

https://linkedin.com/in/winston-barnard-itandtechnology/

IT Systems Support Analyst II

Information Technologies Systems Support Analyst II with over 21 years of experience in Information Technology Support, Information Technology Education and Training, Hardware Repair and Software Installation, as well Root Cause Analysis. Proficient at applying timely and effective technical strategies, to include: Networking Support, Product Development, and Testing for Mac, PC, iOS, and Android devices onsite and remote. Proven track record of success, System Configuration and Integration, Audio, and Video installation, and implementing creative strategies in all phases of the IT project lifecycle. Strong background in field research, data mining, and developing effective policies and procedures to enhance product quality and user experience. Provides expert quality analysis and resolution for technical issues to ensure customer loyalty.

CORE COMPETENCIES

Enterprise IT Support

Windows and Mac Client OS Patching

RCA Analysis & Reporting

ITIL 4 Framework – Blackrock Incidnet MGMT – IT OPS

Subject Matter Expert

Network Cable Management

SolarWinds – Node Monitoring, MGMT & Routine Server Maintenace

Port Activation and Configuration

SCCM – InTune - JAMF

Microsoft365

VM Fusion & Horizon VDI Client

Business Process Improvement

Software Deployments

Active Directory & Active Directory Manager Plus

Exchange

Cisco & Juniper Network Switches

Desktop, Deskside, Mobile, PC and Mac Setup, Config & Support

LAPS UI

SCCM / Server Account Administration

MFA – OKTA, DUO, Beyond Identity, MS Authenticator

Data Analysis

Technology Mentor

IT Helpdesk Support – Tier I - III

Network Support

Technical Skills

GSM, UMTS, CDMA, EDGE, EVDO, 3G, LTE & WiFi

4G and 5G Technologies

AVAYA & Cisco VOIP System

SQL Journaling - Blackberry Enterprise Servers

MAC, PC, iOS & Android, Setup, Support and Configuration

PowerShell, Exchange Management Shell, CMD

SCCM

Unix

JIRA / Confluenece

Python & Linux familiarity

Adobe Creative Cloud Digital Suite

ServiceNow / BMC Remedy / ZenDesk

KACE Systems Management Appliance

User Training and Development

IIS Setup & Configuration

New Mac, PC, Android, & iOS setup, config, deployment and user training

PROFESSIONAL EXPERIENCE

SOUND TRANSIT Seattle, WA) June 2024 – Present

IT Operations Center Analyst I (ITS-IT Support Services)

With direction from the IT Operations Center Manager, the IT OPS Analyst I oversees and manages complex network components

Resopnsible for network monitoring / management in a 24x7 enviroment using SolarWinds Orion Platform & vSphere

Monitor for issues pertating to bandwitdth usage, utilization of the server, server uptime other crucial elements

Configure monitoring tools to provide performance metrics with in SolarWinds using HA & SAM

Facilitates and manages Conference and Bridge calls during critical events, outages, High Priority and Major Incidents

Document issues in ServiceNow and follow up on unreolved issues with Sofware, Hardware, Network and Mobile

Create and maintain new / updated SOP documents for ITOC Sharepoint & ITOC Confluence for Team KB articles

Develop strong relationships within IT and Business customers; works collberatively across other departments

Work with and collaborate with Server, Network, DataBase Engineering, and Infrastructure engineering as needed

Work with Service Desk and Desktop Services to assist with with Tier 1-III Desktop, Hardware, & Software support

Create new KB Articles and /or update existing KB articles on ITOC Confluence page

JIRA – Manage Projects and Developor work – daily, weekly and monthly

Confluence - Information Technology Operations Center Documentation, Project plans, & Updates (Future Work)

Monitor SolarWinds Orion including Server, Network, Electrical systems and Link & Sounder Train Stations & Systems

Daily and Weekly Reporting of any new, ongoing or emerging issues with ORCA Wayside Validators, ORCA Card readers, ORCA Vending Machine, Variable Messaging Signs and CCTV’s at Link and Sounder stations.

Microsoft Authenticator MFA – 2 Factor Authenticator

CLARK NUBER Bellevue, WA Jan 2024 – April 2024

Desktop Support Technician

Daily Onsite IT Systems Support – New & Existing PC, iPhone and Android imaging, setup, config and deployment

Conference Room Support – Creston digital pads and Conference Meeting setup & support

Wipe and Re-image new and existing PC’s – Redeploy if still viable and Recycling when Out of Warranty

PC Desktop, Mobile, Software & Hardware support

Mimecast – Secure Email monitoring – IT OPS

MFA – Beyond Identity

Microsoft365 Office Suite setup, config and deploy

Manage Walk up customers – 7:30am– 4:30pm

SolarWinds IT ticketing system

WALT DISNEY COMPANY Seattle, WA June 2023 - Sept 2023

EUC Engineer – Asset MGMT

Run Daily and Weekly Reports - Asset MGMT and Asset Tracking – Disney Seattle IT Warehouse

Daily Onsite IT Systems Support – New & Existing Mac, PC, Laptop Desktop, iPhones, iPads, and Android

Wipe and Re-image new and existing Macs and PCs. Delivery, Setup, and Config of Technology for users

Weekly Cycle Counts of all Computers, Monitors, and Peripherals as required

Onboarding and Offboarding of Cast Members and Contractors. Remote Assistance as needed

Manages the Walk-up Lab IT LAB, available MON – FRI 8 am -5 pm (Core Business Hours)

Ticketing Systems – ServiceNow for New requests for Technology service and support as needed

CITY OF SEATTLE Seattle, WA Nov 2022 – April 2023

IT SYSTEMS SUPPORT ANALYST II

Onsite IT Systems Support - New PC Desktop / Laptop/ Tiny PC

Image, setup, config & deployment – Windows 10 update project (City Light and SPU)

IT Service Hub – Ticketing -Service Request, Task, Incidents and Change Management

Microsoft Endpoint Configuration Manager – (SCCM) Device Management

CISCO VOIP Hardware phones, Microsoft (Office) 365, Networking, WIFI Mobile (iOS & Android)

Active Directory, Software installs and deployment, Desktop, Phone, and Email support

AZURE MFA Authentication App (iOS & Android), MS Teams

Assist other Engineering Teams as needed for current and future deployments as needed

Works with Engineering Teams on new, current, and existing IT Projects as needed

Works on and resolves new, existing, and older escalated Incidents

CANCER RESEARCH AND BIOSTATISTICS Seattle, WA April- Sept 2022

IT SYSTEMS SUPPORT ANALYST II

Onsite IT Systems Support - New PC Desktop / Laptop setup, config, deployment, and New Hire Orientation

BMC Remedy to track all IT requests

IT Systems Management - KACE Systems Management Appliance (In lieu of SCCM)

Typically work with Mitel VOIP Hardware phones, Office365, Networking, WIFI Mobile (iOS & Android)

Active Directory Manager Plus -Software installs and deployment, Desktop, Phone and Email support

AZURE MFA Authentication App (iOS & Android), MS Teams

KACE Appliance -Manage New / Existing PC Deployments, software updates and patching

Utilized BMC Track-IT! For IT and Technology support/resolution

Weekly Staff IT Team and Helpdesk meetings to go over what is being worked on, resolution status, and future work

Sole onsite IT Support 3-5 days a week as needed

STARBUCKS CORPORATE HEADQUARTERS Seattle, WA 2021- 2022

IT PRODUCT DATA SUPPORT ANALYST-SR

Worked on and supported new EPOS solution for Drive-Thru. Utilizing new iOS and Android software/hardware

Created and ran bi-weekly cross-team meetings and incident reviews. Tracked new, known, or emerging issues

Worked in collaboration with Technology Teams including Engineering, Dev, QA, and Project Management

Utilized ServiceNow, App Center, MS Office Apps, and Confluence to create and update daily and weekly App metrics

FISERV OUTPUT SOLUTIONS Kent, WA 2021

IT SYSTEMS SUPPORT ANALYST II

Managed computer, hardware, software, VOIP, user access, and network support for over 1000 valued clients

Sole IT Support Analyst for Print Production Warehouse. Manage all software and hardware installations

New user system and software access. To include new PC setup, config, re-image, and technology recycling

Day-to-day support of local and remote users to include all software installations. Sole onsite IT Support Support Analyst

HUNTER MEDIA PHOTOGRAPHY Freelance 2002 - Present

PRINCIPAL PHOTOGRAPHER – OWNER

https://www.huntermediaphotography.com

Provide professional photography services for weddings, portraits, graduations, headshots, nature, and events

Created an online portfolio of over 1,000 photos by developing a website to display work to potential clients

Assisted Pierce County Councilwoman with the Campaign by volunteering photography services

Managed and photographed literature drops and targeted voters’ homes to increase visibility and increase votes

NORDSTROM CORPORATE HEADQUARTERS Seattle, WA 2014 - 2020

IT CLIENT TECHNOLOGIES SUPPORT TECHNICIAN II

Managed computer, hardware, software, VOIP, user access, and network support for over 600 valued clients

Collaborated with technology organization to utilize tools needed to enhance customer experience

Supported monthly voicemail system and tape backups at 5 different corporate locations

Conducted monthly corporate voicemail digital and tape backups within 6 local Seattle locations

Desktop, Deskside, Walk-Up, Phone, Email, Remote and In Person Support

New user system and software access. To include new Mac & PC setup, config, re-image, and technology recycling

New and FRU Apple iOS and Android smartphones and tablets

Continouis and improvement and Technology Mentoring and New User Training

Setup, configurd and deployed all new PC’s, Macs, iPads, MS Surfaces, Desktop and VOIP set up, to inlcudeall Software and Hardware for all new and existings users

Conducted new hire Orientation and Training as needed, and scheduled appointments as necessary to assist Clients daily

RELIANCE NETWORK Bellevue, WA 2014

MLS WEB TICKET MANAGER

Streamlined day-to-day operations and supported clients with technical inquiries to increase product knowledge

Reduced the total number of active user incidents by 25% by ensuring the correct team received accurate instruction

Provided client training and IT support for products and services purchased through the company

Managed SEO, webpage optimization, intranet, and webpage design for our valued clients

Professional Experience Continued:

MICROSOFT, INC. Redmond, WA 2013 - 2014

OFFICE365, MIPS CHANGE/PATCHING TEAM

Set up, stage, and configure SQL Reporting (Journaling ) for BES (Blackberry Enterprise Server)

Maintains, setup, and configures Office 365 and provides configuration and patching updates – weekly and monthly

Performed initial configuration of new systems for upgrades, general server maintenance, remote setup, and patching

Reported and repaired internal and external monitoring issues to ensure system integrity and efficiency

AMAZON, INC. Seattle, WA 2012 – 2013

IT OPERATIONS SUPPORT CENTER, CLOUD DRIVE SUPPORT ENGINEER

Tested, setup, and configured Cloud Drive App for Windows, Mac, iOS, Android, and Kindle. QA testing as needed

Worked with other Cloud Drive Teams. Ensure new software builds were scheduled for repair and completed promptly

Developed and implemented new tools to aid Operations and Maintenance Teams to increase productivity ratings

Created and trained Cloud Drive Support Team (Noida, India) increasing offshore skill sets and product knowledge

Technical training as requested and /or needed by Noida and other remote Teams within the USA

ADOBE SYSTEMS, INC. Seattle, WA 2011 - 2012

QUALITY ENGINEER - DIGITAL PUBLISHING SUITE

Provided high-level technical support for Enterprise customers within USA, Asia, and Europe markets

Developed apps for Store submissions to be available on Amazon Kindles, Android Markets, and Google Play

Prioritized client issues for resolution with various Engineering Product owners and on-call Engineering teams

Improved internal Adobe and KB systems and provided the team with suggestions to improve processes and procedures

PREVIOUS EXPERIENCE

OFFICE 365 – ENTERPRISE BUILD TECHNICIAN MICROSOFT, INC. Redmond, WA

IT & TECHNOLOGY SUPPORT – HELPDESK - NOC CORBIS, INC. Seattle, WA

IT LEAD TECHNICAL SUPPORT SPECIALIST & SME MENTOR THE ELEVEN AGENCY Irvine, CA

OFFICE 365 – ENTERPRISE BUILD TECHNICIAN MICROSOFT, INC. Redmond, WA

WIRELESS DATA NETWORK SUPPORT LEAD WDS GLOBAL (XEROX) Kirkland, WA

EDUCATION

GENERAL STUDIES BLACK & WHITE PHOTOGRAPHY – MINOR MUSIC PERFORMANCE

MONTGOMERY COLLEGE – GENERAL STUDIES

ADVANCED TECHNICAL ASSOCIATES – MAJOR INTEGRATED MULTIMEDIA TECHNOLOGIES

OLYMPIC COLLEGE - ATA – INTEGRATED MULTIMEDIA TECHNOLOGIES DEGREE – AUG 2004

US PETTY OFFICER 3rd CLASS IC3 US NAVY – NAVAL BASE – CHICAGO, IL & BREMERTON,WA (1999 – 2001)

COMMON CORE ENGINEERING INTERIOR COMMUNICATIONS ELECTRICIAN – Chicago, IL( 1999-2000)

US NAVAL IC “A” SCHOOL – (1999)

US NAVAL BASE BREMERTON NAVY LEGAL SERVICE OFFICE – CLAIMS ADJUDICATOR (2000-2001)

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