Summary
Overview
Work History
Education
Skills
Timeline
Generic

Barry Zane

Bridgeton

Summary

Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technical issues.

Overview

24
24
years of professional experience

Work History

IT Technician / Customer Support Manager

Marque360
02.2022 - 05.2024
  • Troubleshot Windows 10 and Microsoft Office 365 issues, with focus on smooth operations for personnel
  • Managed and blocked phishing and spam emails using Microsoft Defender, enhancing cybersecurity measures
  • Administered password resets and facilitated ordering of computers and supplies to support organizational needs
  • Unlocked and enabled locked user accounts in Azure Active Directory and conducted asset recovery processes for departing employees
  • Maintained detailed inventory records, including asset recovery from terminated employees, to streamline resource management
  • Provided initial response and triaged customer issues related to Microsoft Project, credential corrections on Microsoft Workflows, and Power BI datasets
  • Conducted meetings with customers to address work progress and quality issues, fostering strong client relationships and ensuring prompt issue resolution
  • Configured new employee laptops with Windows 10 Enterprise and necessary software, set up user accounts in Azure Active Directory, assigned appropriate Microsoft licenses, verified functionality, and shipped laptops to users
  • Trained users on Office 365 apps and developed training materials for various computer-related functions
  • Established and maintained Hyper-V Virtual Machines for offshore team operations, optimizing resource utilization
  • Supervised 10-person support team, initiating support policies, managing ticket flow processes, and ensuring adherence to update schedules and closure criteria
  • Conducted daily reviews of ticket progress for timely resolution and customer satisfaction
  • Facilitated bi-weekly team meetings for ticket review and knowledge sharing, enhancing team collaboration
  • Initiated initial meetings with new customers to discuss needs and familiarize them with Marque360's support policies
  • Participated in meetings with customers and internal resources at Marque360 to gather requirements, adjust environment access, and monitor project progress.

Desktop Support Analyst

Univision Newfield / Compucom
11.2020 - 02.2022
  • Member of a 10 person support team
  • Responsibilities included troubleshooting and resolving issues with Windows 10 laptops and Mac computers
  • Issues such as application crashes, account lock outs, hardware failures, network connectivity, Sophos encryption issues, software installations, security vulnerability remediation, operating system crash/boot failure

IT Specialist - ITSPEC(SYSADMIN)

United States Census Bureau Philadelphia Regional Office
11.2019 - 09.2020
  • Co-supervisor of a 6 person Automation Department which is responsible for multiple computer related tasks
  • I implemented processes and procedures to reduce the number of open service request backlog from 911 in November 2019 to 52 in July 2020 and the shared Automation email inbox from 1454 to only current un-addressed email with a maintained goal of zero unaddressed email at the end of each day
  • The service request backlog reduction was performed while new incoming tickets were being resolved
  • Most Census users are not computer savvy and require special detail in resolving issues
  • Additional duties include: Imaging laptops for office personnel, troubleshooting various operating system (Window 10 / Windows 8.1) issues, troubleshooting printer issues, password resets, ordering computers, printers and supplies for field personnel, unlocking - enabling locked user accounts in Active Directory, troubleshooting cellular network connectivity issues, training users on basic Office 365 application functionality, preparing detailed training documents on various computer related functions and processes, asset recovery on users leaving the Census Bureau, maintaining inventory, workstation setups

Contract Technical Support Technician

Insight Global
09.2019 - 11.2019
  • Contract Computer Technician assigned to Freedom Mortgage Company in Marlton, NJ
  • Duties included imaging new out of the box HP and Dell computers and testing
  • Setting up each computer to specific user specifications.

Help Desk Technician

SWK Technologies
09.2018 - 08.2019
  • Help Desk Technician for Managed Services Provider
  • Duties included: Manage user accounts in Active Directory, manage Office 365 accounts, password resets, new computer setups, troubleshoot Windows\MAC operating system issues, configure mobile devices for email accounts, setup and troubleshoot Remote Desktop and VPN connections, backup recoveries, printer setups and troubleshooting

Technical Service Engineer

Metasource LLC
02.2017 - 05.2017
  • Training for support position with document imaging software
  • Worked with document imaging software allowing customers to electronically store vast amounts of paper documents
  • Knowledgeable of Open Text ApplicationXtender with workflow design, implementation and troubleshooting as well as installation of the application.

Senior Technical Support Engineer

Oracle
06.2000 - 07.2016
  • Assisted Customers via web portal, phone and web conferencing with troubleshooting and installation of application Oracle Primavera P6
  • This involved resolving issues such as Windows configuration issues as well as installation and troubleshooting the product on application servers and Oracle and MS SQL databases
  • Using working knowledge of Windows operating systems from Windows NT to Windows 10 as well as Windows servers, I was able to assist and resolve customers with resolving installation issues related P6 application in standalone (laptop/desktops) and corporate servers
  • As a member of the Primavera Corporate Support team, I worked with very large, multinational corporations with resolving installation issues, application server issues and database corruption
  • This involved being available 24 hours a day, 365 days a year in an off hours, on call role
  • I supported customers in the United States as well as many countries across the globe
  • Working knowledge of MS SQL, Oracle DB, MySQL databases as well as application servers Weblogic and Websphere
  • I mentored many new hires as well as peers in finding solutions to customer issues.

Education

Associate of Science - Computer Science

Grantham College of Engineering
Slidell, LA
01.2002

Skills

Desktop Technical Support

Hardware Installation

Technical Support

Software configuration

Network Troubleshooting

Remote Support

System Administration

Network Maintenance

Help Desk Operations

Application installations

Wireless Networking

IT Documentation

IT Asset Management

Network Security

Mobile Device Management

Operating system management

Server maintenance

Information Security

Timeline

IT Technician / Customer Support Manager

Marque360
02.2022 - 05.2024

Desktop Support Analyst

Univision Newfield / Compucom
11.2020 - 02.2022

IT Specialist - ITSPEC(SYSADMIN)

United States Census Bureau Philadelphia Regional Office
11.2019 - 09.2020

Contract Technical Support Technician

Insight Global
09.2019 - 11.2019

Help Desk Technician

SWK Technologies
09.2018 - 08.2019

Technical Service Engineer

Metasource LLC
02.2017 - 05.2017

Senior Technical Support Engineer

Oracle
06.2000 - 07.2016

Associate of Science - Computer Science

Grantham College of Engineering

Similar Profiles

CREATE PROFILE
Barry Zane