It Support Technical

Randal Barrett

Atlantic Beach, FL ****** 404-***-**** ******.*******@**.***

Professional Summary

Senior IT Support Specialist with over 10 years of experience managing enterprise-level IT infrastructures and leading technical support teams. Expertise includes Active Directory, Windows Server, Cisco networking, and cloud-based solutions to resolve complex Tier 3 issues. Proven history of collaborating with cross-functional teams and clients to deliver secure, scalable systems while ensuring efficient service delivery and continuous improvement.

Technical Skills

•Technical Skills: Windows OS, macOS, Mobile Device Support, Active Directory, Group Policy, User provisioning, MFA, Microsoft

365, Exchange Online, Intune, Shared Mailboxes, Distribution lists, ConnectWise Automate, ConnectWise control (Screen Connect) VNC, GlobalProtect, RDP, Firewalls, VLANs, Wi-Fi Access Points, Network troubleshooting, Phosphorus security, TCP/IP Subnet- ting, Hyper-V, VoIP, Cisco Switching, Load Balancing Solutions, High Availability Solutions

•Core Competencies: IT Support & Help Desk Operations, Active Directory & MFA Configuration, Network & Endpoint Security (Phosphorus, VLANs), Hardware/Software Installation & Troubleshooting, Microsoft 365, Intune, Entra, SharePoint, Shared drives (Synology), Imaging & System Recovery (Acronis, V LINK), Wireless Infrastructure & Mobile Device Support, Project Coordination

& Documentation, Data Backup, Recovery, Cloud Infrastructure

Professional Experience

Automotive Management Services Inc. (AMSI) Nov 2018 - Jul 2025

Team Lead - IT Operations Charlotte, NC

•Provided Tier 3 technical support by installing, configuring, and troubleshooting IT infrastructure including firewalls, wireless access points, and Windows/macOS systems.

•Managed Active Directory accounts and implemented MFA, ensuring secure user provisioning and adherence to group policies for applications such as EVO, Microsoft 365, and Reynolds.

•Monitored network security with Phosphorus, maintaining VLAN integrity and compliance with FTC regulations while troubleshooting connectivity issues.

•Delivered remote and on-site support using VNC, ConnectWise, and GlobalProtect; executed diagnostics, imaging, and system restore procedures for Windows and macOS devices.

•Collaborated with vendors (Reynolds, CDK, Palo Alto, Ruckus) and dealership partners to coordinate IT rollouts, addressing escalated issues and ensuring timely resolution.

•Supported Cisco-based phone systems and Microsoft email configurations, aligning with enterprise email support protocols.

•Conducted imaging, OS deployment, and device compliance assessments to maintain optimal performance across server rooms and workstations.

•Documented technical processes and coordinated with cross-functional teams to update network configurations and secure remote access services.

Velocitor Solutions Jun 2014 - Jul 2018

Support Analyst II

•Delivered computer help desk support with a focus on resolving complex technical issues in Windows operating systems, ensuring customer satisfaction through timely diagnostics and troubleshooting.

•Installed, configured, and troubleshot wireless access points and printers, supporting a wide range of devices from Windows 95 to Windows 10 and modern mobile platforms.

•Documented help desk tickets and resolutions while maintaining a detailed inventory of equipment, contributing to efficient support processes.

•Provided technical training and guidance via telephone and email, ensuring end users were proficient in using supported software and hardware.

•Reimaged and restored devices using tools such as V LINK, Team Viewer, and AirWatch, executing recovery procedures that minimized downtime for offsite users.

Sprint Sep 2012 - Oct 2013

Mobile Device Specialist

•Maintain quality customer service by completing the tasks and responsibilities of all assigned tasks provided by my supervisor as well as through our Quality and coaching.

•Maintain accurate documentation and recording in required systems.

•Ensure excellent customer services by participating in calibrations training and providing feedback on existing employees regarding areas of improvement and development.

•Knowledge, understanding, and compliance with Sprint policies and procedures.

•Managed multiple priorities and maintained effective results in a quota driven workplace.

•Generated repeat business from existing customers.

•Discussed products and services with prospective customers.

NCO Financial Systems Oct 2008 - Aug 2012

Supervisor

•Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.

•Maintain accurate documentation and recording in required systems.

•Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved, and guidelines are followed and met.

•Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improve- ment and development.

•Accountable for all decisions, actions, and directives with respect to job responsibilities.

•Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.

•Knowledge, understanding, and compliance with NCO policies and procedures.

•Participation in Company Programs must meet minimum performance standards.

•Responsible for respective departments' overall performance and for motivating the team to exceed department goals and objectives.

•Provide feedback to management concerning possible problems or areas of improvement.

•Organized training classes and projects to improve their performance who are not performing up to par in their assigned goals (individually as well as a site)

•Offered solutions to management, supervisors, regarding project related queries

•Strike a positive and cooperative tone with customers, coworkers, and management

•Managed multiple priorities and maintained effective results in a quota driven workplace.

Education

Central Piedmont Community College

2001 - 2003

Associate's degree, Information Technology

Sun Valley High School

1997 - 2001

Diploma

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