Abdurrahman Barney
North Richland Hills,TX
Summary
Technical Support Team Lead with experience in monitoring, incident response, and SLA-driven operations within 24/7 production environments. Proven ability to improve system reliability, reduce service impact, and collaborate across engineering and operations teams. Skilled in observability practices, alerting workflows, and ITSM tools to enhance system visibility and operational efficiency.
Overview
9
9
years of professional experience
Work History
Technical Support Team Lead
Quarterhill
Dallas, TX
03.2025 - Current
- Lead operations for a 24/7/365 support environment, ensuring high availability and adherence to SLA targets.
- Drive incident management processes, coordinating triage efforts and escalation across engineering and operations teams.
- Collaborate with cross-functional teams to improve monitoring workflows, reduce service disruptions, and enhance system reliability.
- Conduct operational reviews to analyze incident trends, identify gaps in monitoring coverage, and implement process improvements.
- Enforce Standard Operating Procedures (SOPs) and SLA compliance across support operations.
- Reduced liquidated damages (LDs) by 45% through improved response processes and proactive issue management.
- Support alerting and escalation workflows by refining response procedures and improving prioritization of critical incidents.
- Manage workforce scheduling to ensure consistent monitoring coverage and rapid response to production issues.
- Participate in hiring and onboarding, strengthening team capability in monitoring and operational best practices.
Senior Technical Support Representative
Quarterhill
Dallas, TX
04.2024 - 03.2025
- Supported incident response and monitoring activities, ensuring timely resolution of production issues in line with SLA requirements.
- Maintained and enhanced knowledge base documentation, improving operational consistency and issue resolution efficiency.
- Facilitated Change Advisory Board (CAB) meetings, supporting change review discussions and promoting awareness of potential production impacts.
- Developed team schedules and coordinated resources to maintain continuous operational coverage.
- Trained new team members on monitoring procedures, incident handling, and operational tools.
Technical Support Representative
Quarterhill
Dallas, TX
06.2023 - 04.2024
- Monitored production systems and performed daily health checks to ensure system stability and performance.
- Managed incident tickets using ServiceNow, including creation, assignment, and escalation to appropriate technical teams.
- Collaborated with Network Engineers, Developers, System Administrators, and DBAs to resolve incidents and maintain system uptime.
- Handled high-priority incidents, ensuring timely resolution and strict adherence to SLA commitments.
- Monitored Oracle Cloud Infrastructure Goldengate services to ensure reliable data replication and synchronization.
- Supported alert response and issue tracking to minimize service disruption and maintain operational continuity.
Claims Adjudicator
Maximus
Dallas, TX
08.2020 - 05.2022
- Investigated and analyzed claims, ensuring accuracy, compliance, and timely resolution.
- Managed case workflows and documentation using internal systems and ticketing tools.
- Identified discrepancies and escalated issues through proper channels for resolution.
- Provided technical assistance to users experiencing system-related issues.
Customer Service Representative
Maximus
Dallas, TX
02.2020 - 06.2020
- Provided customer support and technical assistance in a high-volume call center environment.
- Resolved client issues efficiently while meeting performance and service metrics.
Customer Service Representative
Securus Technologies
Dallas, TX
07.2019 - 11.2019
- Delivered technical troubleshooting and customer support for product and service issues.
- Utilized internal systems and tools to diagnose and resolve user problems.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Intern/Assistant
Shahzad R. Khan Legal, PLLC
Dallas, TX
06.2017 - 04.2019
- Conducted legal research and maintained organized documentation and case files.
- Supported administrative and operational workflows using internal systems and databases.
- Sorted, organized, and maintained files.
- Completed research, compiled data, and assisted in timely reporting.
- Enhanced office productivity by streamlining procedures and implementing efficient filing systems.
Education
Bachelor of Science - Paralegal Studies
Texas Wesleyan University
Fort Worth, TX12-2027
Associate of Science - Paralegal Studies
Tarrant County College
Fort Worth, TX01-2020
Skills
- ITSM & Tools: ServiceNow, Confluence
- Monitoring & Operations: Incident Management, SLA Compliance, Alert Handling, Production Support
- Systems & Platforms: Linux (coursework), Oracle Cloud Infrastructure Goldengate
- Core Competencies: Observability Concepts, Event Triage, Process Optimization, Cross-functional Collaboration
Timeline
Technical Support Team Lead
Quarterhill
03.2025 - Current
Senior Technical Support Representative
Quarterhill
04.2024 - 03.2025
Technical Support Representative
Quarterhill
06.2023 - 04.2024
Claims Adjudicator
Maximus
08.2020 - 05.2022
Customer Service Representative
Maximus
02.2020 - 06.2020
Customer Service Representative
Securus Technologies
07.2019 - 11.2019
Intern/Assistant
Shahzad R. Khan Legal, PLLC
06.2017 - 04.2019
Bachelor of Science - Paralegal Studies
Texas Wesleyan University
Associate of Science - Paralegal Studies
Tarrant County College