Bernard Haines
Tyler,TX
Summary
Experienced IT Specialist with over a decade of delivering technical support and operational excellence. Strong track record in troubleshooting, system maintenance, network administration, and customer service. Proven ability to resolve complex issues, ensure security compliance, and maintain optimal system performance in high-demand environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Help Desk Coordinator
Titan Technologies (Contract)
06.2025 - Current
- Respond to client inquiries via phone, chat, email, and web portal, logging and tracking incidents using a ticketing system.
- Troubleshoot and resolve technical issues remotely or escalate to appropriate support teams when necessary.
- Maintain service levels by following up with clients, documenting resolutions, and referencing knowledge base articles or creating new ones.
- Support onboarding by training new Help Desk Coordinators and assist management with routine tasks and special assignments.
Help Desk
Cambia Health (Contract)
07.2024 - 12.2024
- Managed system access requests ensuring compliance and workflow continuity.
- Resolved hardware issues, ensuring minimal downtime and high user satisfaction.
- Configured and deployed laptops, optimizing technology transitions.
Tech Rep
AlticeUSA
03.2022 - 06.2024
- Provided Tier II support on Optimum's advanced team.
- Resolved residential and B2B service issues, increasing satisfaction and retention.
- Triaged support requests and escalated work orders for timely resolution.
IT Specialist
UT Health (Contract)
12.2020 - 12.2021
- Upgraded systems to Windows 10 and enhanced Epic software efficiency.
- Replaced hardware and installed security updates to protect sensitive data.
- Eliminated malware threats, maintaining secure IT environments.
Retail Wireless Consultant
Premium Retail Services
09.2020 - 12.2020
- Guided customer purchases of mobile devices, increasing sales and satisfaction.
- Provided tailored tech recommendations and maintained client engagement.
IT Service Desk Specialist
Tyler Computer Consulting
03.2020 - 12.2020
- Delivered personalized tech solutions for business and residential clients.
- Configured networks, updated software, and repaired hardware to boost reliability.
IT Service Desk Specialist
Tech Doctor
09.2019 - 03.2020
- Conducted diagnostics and hardware/software repair.
- Supported users with remote access, network issues, and system optimization.
IT Service Desk Specialist
Sutherland Global
04.2019 - 09.2019
- Responded to 35+ daily support calls, providing timely technical resolutions.
- Assessed user needs and recommended optimal service packages.
Infrastructure Support Tech
Hibu
04.2017 - 12.2018
- Maintained over 60 workstations, resolving software and hardware issues.
- Installed updates and replaced hardware to maintain operational continuity.
NOC Tech
Robert Half / Pearson
07.2013 - 03.2017
- Monitored and enhanced system/network performance.
- Diagnosed network issues and managed cable integrity and documentation.
Education
Bachelor of Science - Information Technology
Strayer University
Remote03-2026
AAS - Information Technology
Strayer University
03.2025
Skills
- Customer Service & Communication
- Data Security & Backup
- Epic Systems Support
- Hardware & Software Troubleshooting
- Network Configuration & Monitoring
- Remote Support & Ticketing Systems
- Security Compliance & Malware Removal
- System Administration
- Technical Support (Tier I & II)
- Windows & Linux Environments
Certification
• CompTIA Server+
• LPI Linux Essentials
• MTA Security
• MTA Server
• MTA Networking
Timeline
IT Help Desk Coordinator
Titan Technologies (Contract)
06.2025 - Current
Help Desk
Cambia Health (Contract)
07.2024 - 12.2024
Tech Rep
AlticeUSA
03.2022 - 06.2024
IT Specialist
UT Health (Contract)
12.2020 - 12.2021
Retail Wireless Consultant
Premium Retail Services
09.2020 - 12.2020
IT Service Desk Specialist
Tyler Computer Consulting
03.2020 - 12.2020
IT Service Desk Specialist
Tech Doctor
09.2019 - 03.2020
IT Service Desk Specialist
Sutherland Global
04.2019 - 09.2019
Infrastructure Support Tech
Hibu
04.2017 - 12.2018
NOC Tech
Robert Half / Pearson
07.2013 - 03.2017
Bachelor of Science - Information Technology
Strayer University
AAS - Information Technology
Strayer University
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