Martin Barson
West Pikeland,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Support Consultant
PCS Technology
Newark, DE
07.2021 - Current
- Maintained computer networks, peripherals and other related equipment.
- Installed, configured, upgraded, tested and troubleshot hardware, software applications, operating systems and network protocols.
- Evaluated customer feedbacks in order to identify areas needing improvement.
- Provided technical support to customers and internal users via phone, email and remote access tools.
- Coordinated with third-party vendors to resolve more complex technical issues.
- Assisted with the deployment of new technologies or upgrades to existing ones.
- Participated in team meetings to discuss current challenges or propose improvements.
- Monitored user accounts for security compliance according to company policies.
- Repaired damaged hardware components such as motherboards, hard drives or memory modules.
- Created and maintained technical documentation for IT systems and processes.
- Prepared detailed reports regarding system status or project progress updates.
- Implemented best practices for system security measures such as antivirus protection and patch management.
- Performed data backups on a regular basis to ensure business continuity in case of disaster recovery scenarios.
- Supported the development of new applications or modifications of existing ones.
- Developed scripts for automation of routine maintenance tasks.
- Identified system malfunctions or performance issues in a timely manner.
- Managed vendor relationships by coordinating service delivery schedules and resolving any discrepancies.
- Researched potential solutions when faced with complex technical problems.
- Organized IT assets inventory records including hardware serial numbers and software license keys.
- Provided training to end-users on how to use IT systems efficiently.
IT Support Consultant
Network Coverage
Danvers, MA
11.2020 - 03.2021
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction and provide the client with root cause analysis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and providing explanation of connectivity issues to the client
- Determined and alleviated hardware, software and network issues.
- Consulted users to determine areas in need of improvement.
- Researched, recommended, configured and supported hardware and software for multiple departments.
- Supported, configured, maintained and upgraded customer networks and in-house servers.
- Managed network-related projects from concept to implementation.
- Set up, optimized and managed network equipment.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
Senior Desktop Support Technician
West Pharmaceutical Services
12.2019 - 06.2020
- Provide end user support to address incidents, service requests, and problems in the environment.
- Achieve targeted first call resolution for break/fix requests at the Service Desk - Participate in the afer-hours support on a rotational basis and be available for escalations of service outages.
- Actively monitor related support queues to verify incidents and service requests are being processed.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Manage and coordinate with remote locations to ensure service quality - Support audio and video equipment and systems.
- Experience providing remote support to external clients and usage of remote assistance/desktop tools.
- Provide technical advice, guidance, and training both formal and informal to West users.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported local/remote customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Desktop Support Engineer
Hamilton Lane
Bala Cynwood, PA
05.2018 - 09.2019
- Provided both hardware and software enterprise solutions while adhering to strict federal compliance guidelines to over 400 employees.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Provided support for Citrix XenDesktop and XenApp to assist employees who worked remotely.
- Active Directory administration including creating users, as well as managing data
- Developed and maintained accurate network documentation and Visio diagrams to provide management with proper understanding of organizational needs.
- Monitored IT Support Department budget by keeping an ongoing record of all equipment ordered so we did not exceed the budget allotted for the department.
- AirWatch management and support of mobile users; this entailed creating user accounts and assigning permissions through AirWatch so users could access company email as well as company applications on their mobile phones (either iPhone or Android).
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Documented repair processes and helped streamline procedures for future technical support actions.
Destop Support Lead
Southern Glazer's Wine & Spirits
King of Prussia, PA
03.2015 - 05.2018
- Documented repair processes and helped streamline procedures for future technical support actions.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Installed software updates and vulnerability patches on Windows servers to prevent possible threats from penetrating networks.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Responded to support tickets within 24 hours to improve customer service.
Education
Computer and Information Sciences, General
Center for Arts and Technology
2013
Computer and Information Sciences and Support Services
Coatesville Area Senior High School
High School
2013
Skills
- Computer Hardware
- Technical Support
- Customer Service
- Windows 10
- Active Directory
- Citrix
- Customer Satisfaction
- Documentation Creation
- Team Building
- Managing
- Access
- Excel
- Windows
- Executive IT Support/White glove service
- Network security
- Networking
- Network
- Mac OS/ IOS Support
- Service level agreements
- Mobile Device Support
- Software upgrades
- Call center experience
- Service desk support
- Equipment repair/ maintenance
- LAN/WAN troubleshooting
- Security systems
- Process improvement
- VoIP Systems
- Mobile Device Management
- Server Management
- System Configuration
- User Training
- Network Administration
- IT Security Management
- Application Support
- Incident Management
Certification
- Microsoft Certified Technology Support (MCTS)
- Bromium Cyber Security Administrator Network+ - CompTIA Skills
- Network Pro Cerification
Accomplishments
- 2023 Employee of the quarter PCS
- 2023 99% customer feedback score
Timeline
Senior IT Support Consultant
PCS Technology
07.2021 - Current
IT Support Consultant
Network Coverage
11.2020 - 03.2021
Senior Desktop Support Technician
West Pharmaceutical Services
12.2019 - 06.2020
Desktop Support Engineer
Hamilton Lane
05.2018 - 09.2019
Destop Support Lead
Southern Glazer's Wine & Spirits
03.2015 - 05.2018
Computer and Information Sciences, General
Center for Arts and Technology
Computer and Information Sciences and Support Services
Coatesville Area Senior High School
High School
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