Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Harold Barnes

Little River,SC

Summary

Dedicated customer success professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

13
13
years of professional experience

Work History

TMS Application Support Specialist

Paladin Consultants
03.2023 - Current
  • Provide application support/training to client, vendor and colleague users who utilize MercuryGate TMS
  • Creating and maintaining TMS How-to-Guides
  • Creating/Configuring new client and vendor hierarchy setups in TMS
  • Creating new client, vendor and colleague users in TMS
  • Responsible for understanding systems connected to TMS that help support the overall workflow (Ex. Work Day, Parade, Trucker Tools)
  • Helped develop and implement roll-out of new ServiceNow helpdesk process for brokerage teams
  • Monitor ServiceNow help desk ticket queues
  • Responsible for the analysis and troubleshooting of a variety of TMS issues to include (Ex. BOL generation, reporting, logging in failures, failed invoice extracts etc.) and escalate when needed
  • Responsible for meeting defined SLAs and interacting with additional departments\management to resolve problems and expedite work
  • Attending daily support meeting for ServiceNow ticket discussions

TMS Trainer

Optomi
11.2021 - 06.2022
  • Scheduling and teaching TMS to agencies using web-based applications
  • Helped standardized training for a cohesive learning experience
  • Documenting all interactions during onboarding and training
  • Verifying all agency information is correct before requesting TMS credentials
  • Responsible for explaining how TMS information is imported to backend billing system
  • Provide weekly workshops for agencies
  • Monitor and report on TMS usage after agency has been fully trained
  • Creating Quick Reference Guides and other training material
  • Testing new TMS functionality

Systems Specialist II

Ahold Delhaize
06.2020 - 11.2021
  • Blue Yonder Workforce Management Application Implementation
  • Blue Yonder Workforce Management Application Administrator
  • Liaison between business units and application vendor
  • Assisted in collecting, defining, and analyzing business requirements
  • Assisted in creating and maintaining standard operating procedures governing system functions and features
  • Created training documentation
  • Training business personnel in use of systems
  • Monitoring daily system imports
  • Gathering, reviewing, and reporting on findings
  • Setup of Twilio
  • Creating reports (Forecast, User Role)

TMS Implementation and TMS Helpdesk Specialist

Transportation Insight
06.2013 - 09.2019
  • Implementation and configuration of complex TMS solutions per client's needs and specifications
  • Configuring ASNs
  • Configuring tender setups
  • Troubleshooting EDI 204/214 errors
  • Provide training/ongoing support throughout client life cycle
  • Creating custom training manuals/recordings
  • Creating/maintaining routing guides
  • Trained internal staff members on TMS processes and procedures to help facilitate consistent company operations
  • Provided TMS demonstrations to prospective clients
  • Inbound/Outbound support calls
  • Troubleshooting TMS issues
  • Provide TMS support via phone, email, or remotely
  • Creating TMS reports (users, tenders, loads, etc.)
  • Minor configurations on end user's computer regarding TMS related issues
  • Understand end user issue/concern and escalate when applicable
  • Properly document helpdesk tickets and follow up with submitter
  • Time tracking/P&L

Systems Support Technician

York Technical College
03.2012 - 06.2013
  • Testing and installing computers and peripheral devices
  • Installing and supporting educational software
  • Maintaining equipment
  • Troubleshooting a variety of computer issues
  • Performed technical support on-site, via phone, email, or remotely
  • Track state inventory using inventory tracking system
  • Active directory (Creating users, adding computers to domain etc.)
  • Properly document help desk tickets and follow up with submitter
  • Imaging/Cloning drives for staging

Education

Associate of Applied Science - Logistics Management

York Technical College
Rock Hill, SC
05.2018

Associate of Applied Science - Computer Networking

York Technical College
Rock Hill, SC
05.2015

Skills

    TMS Administration (MercuryGate, McLeod Power Broker/Load Master, Banyan)

    -

    BI Reporting and Automation Applications (MercuryGate Edge, McLeod IQ)

    -

    Forecasting and Labor Planning (Blue Yonder Work Force Management)

    -

    TMS Bolt-on Services (Project 44, MacroPoint, Trucker Tools, My Carrier Packets, Safer Watch, Parade)

    -

    Workforce Management Administration (Blue Yonder Forecasting and Labor Planning)

    -

    ServiceNow/Zendesk/ACE Helpdesk Applications

    -

    Project Management and Implementation

    -

    QA Testing

    -

    Hardware

    -

    XML Document Creation (BOL, Tender)

    -

    Transportation Terminology and Processes

    -

    Microsoft Office Suite (Word, Excel, Access, Power Point, Outlook)

    -

    Strong Analytical Thinking

    -

    EDI Experience (204,990,997,214)

    -

    Client Management

    -

    Customer Service

    -

    Emotional Intelligence

    -

    Collaboration & Teamwork

    -

    Problem Solving via Telecommunications and Remote Share Applications

    -

    Time Management

    -

    Remote Working

Awards

  • Transportation Impact Client Impact Award (2015)

Timeline

TMS Application Support Specialist

Paladin Consultants
03.2023 - Current

TMS Trainer

Optomi
11.2021 - 06.2022

Systems Specialist II

Ahold Delhaize
06.2020 - 11.2021

TMS Implementation and TMS Helpdesk Specialist

Transportation Insight
06.2013 - 09.2019

Systems Support Technician

York Technical College
03.2012 - 06.2013

Associate of Applied Science - Logistics Management

York Technical College

Associate of Applied Science - Computer Networking

York Technical College

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