Project Manager Help Desk

Lloyd F Barnes, II

Phone:601-***-**** Email: ******.*******@*****.*** Dallas, TX

TECHNICAL SKILLS

Skills: Cybersecurity, Cyber Defense, Network Security, Identity and Access Management

(IAM), Data Security, Threat Detection, Google Cloud Platform (GCP), Cloud Computing, Cloud Security, Cloud Backup, Java, Jira, ServiceNow, Confluence, Qmetry, Postman, Swagger, SAP S/4Hana, XML, Heroku, Netlify, Generative AI, GIT. Operating Systems: macOS, Windows, Linux

IDE: IntelliJ IDEA, Visual Studio Code

Methodologies: Agile methodologies (Primarily Scrum) Certificates: Google Cloud Cybersecurity, Microsoft Azure AI Fundamentals: Generative AI, Cisco Introduction to Cybersecurity

EXPERIENCE

Systems Engineer / Jr Project Manager (PMO) / Backend Tester Cognizant

2022-2025 Dallas, Tx

Key accomplishments:

• Provided remote service desk, help desk support and end user support for Windows and macOS in an Agile environment.

• Accessed ServiceNow for incident management for resolving tickets and reassigning tickets to the correct team as needed.

• Scheduled and sometimes lead scrum meetings via Zoom or Microsoft Teams with internal and external teams for the lead project manager.

• Onboarded / offboarded resources, trained and assisted with providing LAN ID to resources for the client system.

• Created training materials using PPT, Word and PDF for onboarding procedure, access and governance, and project status.

• Tracked project status, onboarding/offboarding and Empower training status using Excel

• Provided SharePoint access based on restrictions assigned to groups and resources.

• Created test scenarios and test cases for portal enhancement to SAP ABAP application for Utilities, Oil & Gas industries.

• Supported and validated user acceptance testing (UAT) and SIT testing.

• Created and tracked issues in Jira discovered while testing in S/4 Hana ED1 / EQ1 environment.

• Restructured all files, pages and folders in Confluence / SharePoint.

• Tested and documented test results in Qmetry.

Technical Support Advisor

Apple

2015- 2022 Dallas, TX

Key accomplishments:

• Recognized in organization as top performer for analyzing and resolving complex technical issues while multitasking across multiple systems and applications.

• Assisted clients and customers with setup, troubleshooting and/or repair across multiple systems and products.

• Provided desktop support/help desk, call center support, chat support, Business Chat (text/iMessage) and email support for macOS, iOS, iPadOS, Beats, AirPods, iCloud, Apple ID, iTunes, Apple Music and App Store.

• Collaborated with team members on ways to provide excellent support to all users and customers while maintaining or exceeding customer satisfaction in surveys. Wire Technician

AT&T

2013- 2015 Madison, MS

Key accomplishments:

• Recognized in organization as top wire technician that consistently trained new hires.

• Traveled to client or customer’s location using company truck or van to install or repair internet, phone and IPTV or DIRECTV services.

• Secured networks and equipment.

• Assisted with password security.

• Assisted with training and creation of training materials for colleagues.

• Trained clients and customers on how to use new equipment and services.

• Operated company provided laptop, iPad or phone to follow up with clients and customers.

• Ordered materials and equipment as needed.

EDUCATION

Certificate, Full Stack Java Development - Southern Methodist University Dallas, TX

B.S., Technology Education - Jackson State University Jackson, MS

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