Technical Support & Data Entry Specialist with 15+ Years Experience

PHILLIP A. BARKER, JR.

Evanston, ***** IL

***********@***.*** / 773-***-****

SUMMARY

Detail-oriented Technical Support and Data Entry Specialist with over 15 years of hands-on experience in diagnosing and resolving hardware/software issues, maintaining data accuracy, and supporting end-users across diverse platforms. Adept at simplifying complex technical problems, optimizing workflow efficiency, and ensuring seamless IT operations. Recognized for exceptional problem-solving, customer service, and time management skills. Proven ability to thrive in high-pressure environments while consistently delivering dependable, user-focused support and accurate data entry with minimal errors.

SKILL SET

Technical Troubleshooting

Hardware Diagnostics & Repair

Software Installation & Configuration

Operating Systems: macOS, Windows, iOS

Remote Desktop Support

Help Desk Ticketing Systems

Data Entry & Management

Microsoft Office Suite (Excel, Word, Outlook)

Google Workspace (Sheets, Docs, Gmail)

Problem-Solving

Analytical Thinking

Attention to Detail

Time Management

Communication (Written & Verbal)

EXPERIENCE

Genius / Apple Inc - Chicago, IL 10/2006 - 05/2018

Delivered Tier 1 and Tier 2 technical support for macOS and iOS devices, resolving hardware and software issues across various models and product generations.

Conducted advanced diagnostics and Level 3 hardware repair services, contributing to rapid turnaround and high customer satisfaction.

Collaborated with engineering and retail teams to escalate unresolved cases, ensuring timely resolution within SLA parameters.

Maintained accurate service records and customer interactions using proprietary CRM systems and diagnostics tools.

Trained new team members on troubleshooting workflows and Apple certification standards.

Field Engineer / MacSpecialist - Villa Park, IL 06/2006 - 09/2006

Provided on-site and in-house technical assistance for Apple hardware, including laptops, desktops, and peripheral devices.

Performed detailed Level 3 diagnostics and repairs in compliance with AppleCare protocols and warranty guidelines.

Delivered responsive customer service across B2C and B2B clients, including education and enterprise users.

Configured networks, installed software, and implemented system updates, reducing recurring service calls.

Desktop Support Technician, Level 2 / Draft - Chicago, IL 06/2005 - 04/2006

Supported over 100 Mac and Windows users, managing hardware/software incidents and generating resolution tickets.

Standardized Mac environments across departments, successfully migrating teams to unified OS platforms.

Assisted Windows support team with troubleshooting hardware, operating system, and network connectivity issues.

Utilized Help Desk systems for tracking and documenting end-user requests, contributing to performance analytics.

Desktop Support Technician / VSA Partners - Chicago, IL 02/2005 - 04/2005

Diagnosed and resolved technical issues for macOS users, providing desktop support across design and production teams.

Coordinated system updates and peripheral device integration, ensuring operational continuity.

Maintained user satisfaction through timely and thorough resolution of hardware/software issues.

Communicated technical details clearly to non-technical stakeholders, improving self-service adoption.

Sales Specialist (Seasonal) / Apple Inc - Chicago, IL 11/2004 - 02/2005

Advised customers on Apple products and ecosystem integration, improving upsell rates on accessories and software.

Assisted in-store visitors with personalized tech solutions, boosting conversion from inquiries to purchases.

Supported educational workshops and customer onboarding with hands-on demonstrations.

Operations Specialist / Wunderman - Chicago, IL 11/2003 - 02/2004

Provided critical after-hours support for executive-level staff, resolving urgent system failures and ensuring uptime.

Designed a customized backup routine that improved data recovery reliability and system performance.

Maintained executive hardware and software environments, contributing to uninterrupted project delivery.

Computer Systems Engineer / University of Chicago - Chicago, IL 03/2003 - 10/2003

Maintained and upgraded Mac and Windows systems across interdisciplinary research labs.

Administered a multi-platform visual scanning facility, optimizing data acquisition processes.

Designed, published, and maintained department websites using HTML and content management tools.

Supported federally funded programs (CIHDR) by implementing web-based research portals and maintaining compliance with security protocols.

Senior Desktop Technician / Frankel - Chicago, IL 04/1997 - 08/2002

Served as lead support for Mac-based environments, managing support tickets and resolving complex system issues.

Reduced operating system fragmentation by consolidating from 18 versions to 3, improving system manageability.

Developed preventative maintenance schedules, significantly lowering emergency support incidents.

Conducted Level 3 repairs and trained users in optimal system usage and file management.

Senior Operations Specialist / Wunderman - Chicago, IL 06/1996 - 03/1997

Standardized hardware across creative departments, increasing system compatibility and reducing downtime.

Provided technical support during client-facing presentations, ensuring smooth demonstration delivery.

Designed a custom off-network archival solution, securing legacy creative assets for future retrieval.

EDUCATION

Bachelor of Science: Legal Administration

Grand Valley State University - Allendale, MI

MILITARY

US AIR FORCE, Air National Guard, Army Reserve (1971-1978)

Secret Clearance (Inactive)

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