Jeff Barrett
Danielsville
Summary
Dynamic and self-motivated professional with a strong focus on task and project management, consistently delivering reliable results. Demonstrates flexibility in adapting to diverse work environments while maintaining a commitment to achieving goals. Proven ability to meticulously follow established procedures, ensuring high standards of quality and efficiency. A proactive approach to problem-solving fosters collaboration and drives team success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
WebTech Support Account Manager
Baker & Taylor
01.2020 - 10.2025
- Managed B&T TS360 Web-site ordering platform
- Worked With DevTeam in reporting Bugs and New site developments.
- EDI Setup and FTP connections
- Detail-oriented EDI Analyst with hands-on experience in electronic data interchange setup, FTP connections, and cross-functional collaboration.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Analyzed and developed service goals for in-bound call center.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
Data Ctr Ops. Support Specialist II
Baker & Taylor
08.2019 - 08.2020
- As a Data Center Operations Support Specialist II I responsible for maintaining the technical environments utilized in support of the Baker & Taylor Warehouse and / or Office desktop and work station computing systems.
- Troubleshoot issues and initiate resolutions associated with desktop and / or workstation computer hardware, software, applications and peripheral devices, either locally or at remote locations
- Install new desktop / work station equipment including PCs, Thin Clients, IP Phones, bar code scanners, label and laser printers, and hand-held RF computers
- Desktop and Local Server Support (Commerce, Momence, Reno Staff)
- AS400 System Support (Momence Staff)
- Work with maintenance team to facilitate running network drops throughout the warehouse in support of new or current workstations. Punch down these drops into switches within the network closets
- Monitor Data Center environment controls in both computer rooms for adverse power or water conditions.
- The Data Center Operations Support Specialist II is responsible for maintaining the technical environments utilized in support of the Baker & Taylor Warehouse and / or Office desktop and work station computing systems.
- Contact: Drew Sparks
Tech Support Account Manager
Baker & Taylor
11.2014 - 08.2019
- Tech Support Account Manager. - Task Included Case management using Sales force, Supporting TS360, TS3, BT Link and Online Customer Support and manage the on boarding process for new TS360 customers as assigned.
- Maintain customer relationships and develop plans to meet their needs.
- Analyze workflow and present customers with recommendations for improving platform usage and effectiveness.
- Contribute to the TS360 Idealization portal. Provide regular updates of customer activities in various internal forums, Process Improvements and Efficiencies. Participate in product improvement and development and Identify opportunities to gain efficiencies in current processes for Professional Development.
- Increase knowledge and stay current on new Baker & Taylor product developments through documentation and attending scheduled training sessions. Increase knowledge and stay current on processes. Learn other areas within Baker & Taylor and what their function is within B&T and a review of the teams' interactions with the area.
- Contact: Clayton Kirk - Kristi Steele - Steve Gregorio
Lead Technician /PC, Network Solutions , Home security
Tiger Direct
10.2010 - 08.2014
- Installing Software or hardware and maintain , repair equipment. Troubleshooting all computer issues for customers and the company. Determining and installing appropriate security measures. Configuring computer networks. installing computer networks, connections and cabling.
- Performing troubleshooting to system failures and identified bottlenecks to ensure long term efficiency of networks.
- Manage and support LAN and WAN Network devices on the retail floor. Home Network Installs, SB network installs, NEt Printers, WiFi Setups. Cable installs, VIOP setup/installs Custom PC builds, Virus protection, Data recovery. Back up solution to NAS,systems\
Education
Study Program - A+ Network+
Athens Tech
Study Program - Industrial Arts, Auto, Ag, Meals
Madison County High School
Skills
- Extended knowledge of B&T systems SOP,AS400,
- Basic Knowledge Of Microsoft Azure
- Knowledge of VMWARE
- Knowledge Of B&T Network Data Systems
- Knowledge of B&T active Directory and Exchange Server
- Microsoft Office 365 , (outlook,word,excel, Teams)
- Microsoft Copilot ( creating Agents for tech support to aid in call resolution )
- Salesforce
- Walkme
Accomplishments
- President's Award Baker & Taylor (04/2016) Nominated for going beyond my normal duties to help a customer that needed that little bit of extra help to get though a Project by creating a special tool and Video walk though
- TS360 Migration Circle of Excellence Award (2018) From The Titlesource Migration Team for my work in helping moving over our Top 50 Customers that were my accounts as Account Manager
Certification
- Microsoft Azure
- Microsoft Dev Ops
- A+
- Network+
Timeline
WebTech Support Account Manager
Baker & Taylor
01.2020 - 10.2025
Data Ctr Ops. Support Specialist II
Baker & Taylor
08.2019 - 08.2020
Tech Support Account Manager
Baker & Taylor
11.2014 - 08.2019
Lead Technician /PC, Network Solutions , Home security
Tiger Direct
10.2010 - 08.2014
Study Program - Industrial Arts, Auto, Ag, Meals
Madison County High School
Study Program - A+ Network+
Athens Tech
INTERESTS
Wood Working, Traveling, Mountaing Biking, Fishing
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