IT Support Lead with Salesforce & Cloud Expertise

TIMOTHY BARKSDALE

+1-202-***-**** **********.*********@*****.*** Baltimore, MD, USA linkedin.com/in/jay-barksdale PROFESSIONAL SUMMARY

Experienced IT Support Lead with strong verbal and written communication skills, proven troubleshooting expertise in enterprise B2B environments, and hands on experience with Salesforce, Confluence, Airtable, and G/Suite. Skilled at driving product improvements, collaborating cross functionally, and leveraging technical aptitude to deliver world class customer experiences. EDUCATION

Harrisburg University of Science and Technology January 2023 - December 2025 Bachelor's, Computer Science GPA: 3.5

PROFESSIONAL EXPERIENCE

Restart Education Foundation Remote

IT Manager December 2021 - Present

• Provide enterprise level technical support and troubleshooting for 8,000+ students and staff across Windows/Mac, using tools including Salesforce and document customer interactions to identify and drive product improvements.

• Manage Azure AD, MFA, and UEM tools (AirWatch, Jamf) to maintain service SLAs; escalate complex Azure/AWS or API-related issues to senior teams as needed.

• Create SOPs, video tutorials, and knowledge base content (akin to updating internal Confluence) to support continuous learning.

• Collaborate cross functionally with testing, vendor teams, and stakeholders to plan rollouts and backlog enhancements. AVNC Washington, DC, USA

Technical Support Specialist January 2017 - December 2021

• Delivered remote and desk side enterprise support managing Active Directory, O365, ServiceNow, Salesforce ticketing, and G/Suite integrations.

• Documented all technical issues in Salesforce, tracked trends to suggest system and product improvements, and improved first contact resolution metrics.

• Supported cross functional onboarding by provisioning accounts, configuring devices, and training users.

• Monitored ticket queues for SLA compliance, escalating complex issues, and contributing knowledge base updates similar to Confluence pages.

SKILLS

Skills: Microsoft Azure, Customer Service, ServiceNow, Salesforce, Social Media, Excel/Numbers/Sheets, Operations Research, Python, Windows, MacOS, Software Diagnostics, Hardware Diagnostics, Root Cause Analysis, JIRA, Active Directory, Salesforce, Asana, Knowledge Base Development, Technical Writing