Bernard Barnes

Provided 24/7/365/ first-level industry equivalent to Tier 1 and Tier 2 remote desktop support by diagnosing, troubleshooting, and maintaining 85% first-time resolution rate for issues encountered by over 370 thousand Defense Health Agency users across 100+ Medical Treatment Facilities globally

• Troubleshoot office peripherals including printers, scanners, and VOIP desk phones
• Utilized remote desktop tools effectively for troubleshooting assistance when required
• Managed computer and user account accesses for over 500 employees using Active Directory, ensuring proper authentication, security protocols, and employee lifecycle management
• Resolved an average of 30 user-level help desk problems daily, achieving an 85% resolution rate, and increasing survey-based customer satisfaction to 90%
• Supported telecommunications systems, including Microsoft Teams, GFD iPhones, VOIP, AWS, Cisco, and video teleconferencing, ensuring seamless communication for over 300 users
• Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables
• Successfully upgraded over 500 operating systems and assisted in the migration of 300 users to OneDrive cloud storage, improving data accessibility and security while meeting project key dates.
• Resolved customer service requests in a timely manner according to established SLAs

Supported existing customers and reaching new business to position competitive cloud and hardware solutions to alleviate technological challenges and roadblocks with their organization

• Engaged with S500 and other various executive level customers around the world in collaboration with enterprise account teams resulting in $55M influenced pipeline and $267M influenced revenue
• Performed service tasks, identifying technical problems and making analysis through services activities in categories such as installation, maintenance, repairs, and end of life services
• Proactively identified potential failures with implementing corrective actions and troubleshooting failures while making recommendations to avoid recurrence in the future
• Developed strong client relationships through consistent communication and attentive service
• Researched and resolved over 100 operational and support problems by
  interpreting technical and business data

Coordinated, planned, and executed tactical & strategic operations through supervision and ensured readiness of personnel, weapons, and equipment for successful outcomes in challenging and complex situations

• Managed teams of 15 personnel, ensuring operational success
• Honorably discharged with multiple accolades for outstanding achievements
• Adaptable and proficient in learning new concepts quickly and efficiently
• Worked with cross-functional teams to achieve missions
• Prioritized and organized tasks to efficiently accomplish goals.
• Maintained updated knowledge through continuing education and advanced training