NICK BARNES



NICK BARNESMicrosoft MCSA on Windows Server 2016 & 2012/Network+/Hyper-V MCP Test study blog: (alluding to having to work a lot to keep up in IT)HighlightsInformation Technology Professional with 5 years of leading all phases of diverse projects and 15 years of industry experienceCEO Innovation Achievement Trophy, 2011by Asurion for achievements while launching Mobile Tech Support/ Premier Support Solutions EducationBachelor of Fine Arts ? 2006 ? Milligan CollegeGPA 3.0 ? Dean’s list Microsoft Certified IT Professional (MCITP): Desktop Support Technician ? 2008 Microsoft Certified Solutions Associate (MCSA) Certification:Windows Server 2012 MCP on Hyper-V ? 2015 SkillsCurrently working on Security + certification and attending DC404 eventsPlatforms: Windows 10, 8, 7, Vista, XP, Server 2008, 2012, Solaris, Red Hat, KaliNetworking: LAN / WAN, VPN, TCP/IP, DHCPTools: Microsoft Office Suite, Microsoft Dynamics,770-845-7693Nickbarnes@Nickrbarnes@ExperienceSupport/installation tech ? EmbrossOctober 2019- CurrentTechnical support for all installed self service kiosks at Airports through out the world Work completely independent on 3rd shiftExtensive Windows 10 troubleshooting, driver support, hardware support Travel through out the US and Canada to install ticketing self-check-in and bag drop kiosks Interface with the software development team on both installs and troubleshootingWork with support vendors to set up on site repair when it isn’t necessary to go onsiteAll hardware and software is custom built and developed per client specificationsBag drop installs are very involved as there are about 10 cameras, a Linux PC and a Windows PC as well as a scale and it has to interface with the airports bag drop systemNAPA Store Support ? Genuine Parts CorporationNovember 2017- October 2019Technical support for 3000+ Napa storesSupport/troubleshooting for UNIX servers and SQL database including complete rebuildsExtensive Windows 10 troubleshooting Troubleshooting networking gear, including routers and switchesChannel with vendors to replace faulty equipmentResponsible for in-depth troubleshooting of proprietary softwareConsistent metrics leader taking around 450 calls monthly compared to the average of 250Client Support Specialist ? CareerBuilderApril 2017- October 2017Technical support/problem resolution for client/site issues Support for CareerBuilder clients and problem resolution for internal customersWork with cross platform teams to resolve client issuesUsing backend tools to log into site to recreate & resolve client issuesTrack client issues and interactions using SalesforceLead metrics in QA, numbers of calls taken and availability on a consistent basisDesktop Support ? Contracts through Robert HalfMarch 2016 – August 2016Inventoried approximately 2000 machines Found and returned devices that were not currently in use and processed through decomImaged Dell AIO POS devices at Home Depot locations throughout the Atlanta area using Windows 10 buildsUtilized SCCM to load OS installs with UEFI technologyLeveraged extensive troubleshooting skills detailing environmental issues Pulling error logs via PowerShell and managing build loads via bios and SCCM options Installed wireless access points for the computersWorked with Cisco support to resolve instore networking issues Offered basic network connectivity and application support Desktop Support ? Univar/IntellaproJanuary 2016Replaced user workstations, going from Win XP to Win 7 on new Dell machines connected to a domainMigrated PST files from Outlook 1.1.1 to 1.1.3Installed network printersEnsure the migration of all user files Mobile Support Solutions /Business Analyst ? AsurionJuly 2009 – June-2013Reporting to the director of operations to develop and design every functional aspect of a new product for Asurion known as Mobile Tech SupportKey player in pivoting the product from a testing phase/survey phase with 10 agents to a 100+ seat call center taking highly technical calls Designed systems, training, call scripts as well as everything needed to roll to productionPartnered with the software development team to design and implement call logging software utilizing Microsoft CRM and SQL backendParticipated in scrum meetings pertaining to the development of our Microsoft Dynamics products and the evolution of how our CSRs would validate customers being product owners developed knowledge base/troubleshooting articles Provided daily reporting of complete call data analysis based on data pulled from in house developed CRM solutions using SQL reports fed into an excel spreadsheets that went to the board of directors and was utilized to make business decisions and pitched the data to land multimillion dollar deals where I was invited to present the data to help land major contractsAssisted in developing and implementing an IVR working closely with PMs to ensure proper routing of callsLead Software Technician ? Juris/Lexis-Nexis (Vaco Contract) January 2007 - June 2009 Responsible for ensuring a clean release of Lexis Insight, an application built from .NET 3.0 technology and utilizing SQL database structures measuring financial resource management infrastructureManaged the installation, setup and troubleshooting of Lexis Insight providing customer service and prompt resolution for any problems that occurred with the softwareParticipated in scrum meetings with .NET/SQL/HTML developers Updated and maintained/updated client workstations and servers Functioned as assistant systems admin providing internal PC supportHelp desk Lead ? Alliance Data June 2003 - June 2006 Awarded the Tennessee Award for leadership excellenceFunctioned as a front line supervisor for 90+ associatesDeveloped a team of Help Desk AgentsPurposefully communicated client expectations and organized helpdesk efforts to ensure client satisfaction Handled escalated calls Functioned as a resource to Help Desk Agents to assist in problem resolution for POS hardware devices ................
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