Desktop Support Information Technology

FREDERICK BARNES

502-***-**** **********.******@*****.***

PROFESSIONAL SUMMARY

Certified IT Professional with over 10 years of experience in network administration, desktop support, and IT service desk operations. Proficient in remote access tools, ticketing systems, and infrastructure monitoring. EDUCATION

Associate’s degree

Computer Information Technology ITT Technical Institute Louisville, KY CERTIFICATION

• Cisco Certified Entry Networking Technician (Ccent) Certified: July 1, 2014.

• Microsoft Certified: Enterprise Administrator & Network Administrator.

• CompTIA Certifications: A+, Security+, Computer Technician, Computer Tech Basic. EXPERIENCE

JR DIGITAL ANALYSIS Papa John’s International Louisville, KY 2023 - 2025

• Demonstrated expertise in IT best practices, digital security, and client/server network architecture, with a strong foundation in programming and computer science principles.

• Spearheaded software update rollouts and system evaluations, proposing enhancements that improved data processing efficiency and system performance.

• Collaborated with end users to implement, optimize, and support IT tools such as OMS and Crafter, enhancing operational workflows and aligning technology with business needs. ORDER MANAGEMENT REPRESENTATIVE RueLaLa Louisville, KY 2020-2023

• Delivered prompt and accurate support for customer order inquiries, resolving complaints and technical issues while maintaining a high level of service satisfaction.

• Provided IT support for the Customer Service Center, diagnosing and resolving hardware/software problems, performing system updates, and ensuring smooth daily operations.

• Utilized tools such as Zendesk, Avaya, Slack, and Zoom to manage service tickets, collaborate with teams, and coordinate multiple time-sensitive tasks while escalating complex issues as needed. TECHNOLOGY SUPPORT ASSOCIATE Ricoh Louisville, KY

2019 - 2020

• Delivered timely technical support through ticketing systems, email, and in-person, resolving hardware and software issues across desktops, laptops, and mobile devices (iOS, Android, Mac).

• Monitored and restored terminal service clients, ensuring minimal downtime and efficient system performance while maintaining exceptional customer service standards.

• Configured and supported static and dynamic routing protocols including RIP V1/V2, OSPF (single and multi-area), and EIGRP, contributing to optimized network infrastructure. SKILLS

• Networking: OSI Model, TCP/IP, IP addressing (CIDR), VLAN, OSPF, WAN (PPP, HDLC, Frame Relay).

• Systems: Windows OS (XP, 7, 10), Active Directory, DHCP, DNS, IPAM, Group Policy.

• Tools: ServiceNow, 123 LogMeIn, SolarWinds, Avaya, Zendesk, Office Slack, Zoom.

• Hardware: PC/laptop setup and repair, network printer configuration.

• Remote Access: VPN, Routing and Remote Access, NPS, Direct Access.

Contact this candidate