TERESA BARROW
Brooklyn,NY
Summary
Highly skilled IT Director with background in managing complex technological systems. Proven strengths include strategic planning, team leadership, and project management. Significant experience in implementing cost-saving measures while increasing operational efficiency. Consistently provide innovative solutions to technical challenges leading to increased productivity and business growth. Knowledgeable about infrastructure, security and operations management. Proactive and decisive leader with several years of related experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Director
Trinity Episcopal School
Charlotte, NC
08.2020 - Current
- Manage the deployment of 450+ multi-OS devices, achieving 100% operational uptime for critical educational tools.
- Developed and implemented a comprehensive IT strategy aligned with the school's overall mission and goals.
- Provide AV support for daily chapel services and events.
- Oversee the design, deployment, and maintenance of the school's IT infrastructure, including networks, servers, data storage, and telecommunications systems.
- Collaborate with the Digital Learning Catalyst to identify and implement educational software and digital resources that enhance the learning experience.
- Meet regularly with senior leadership to understand the school's technology needs and requirements for various academic and administrative departments.
- Ensure timely resolution of hardware, software, and network issues for staff, and students.
- Develop and manage the IT department budget, ensuring responsible allocation of resources, and cost-effective decision-making.
- Developed and enforced IT policies and procedures to ensure safe, ethical, and responsible technology usage by students, staff, and other stakeholders.
- Manage the selection, licensing, and deployment of software applications used in various school functions, such as student information systems, learning management systems, and productivity tools.
- Engage with external IT vendors and service providers to negotiate contracts, and maintain positive relationships.
- Evaluate emerging technologies, and make recommendations for their adoption to improve educational outcomes and administrative efficiency.
Support Engineer - Outlook (Contract)
Microsoft
Charlotte, NC
01.2020 - 08.2020
- Investigated and resolved enterprise customer issues by scoping the problem, gathering diagnostics of their environment, and involving other teams as needed.
- Interacted with customers through various channels (phone, email, chat, or ticketing system) to address their Outlook-related concerns, questions, and requests.
- Diagnosed and resolved technical issues related to Microsoft Outlook, including problems with email server setup, configuration, synchronization, and other functionality.
- Identified and documented software bugs, or unexpected behaviors, in Microsoft Outlook, and relayed this information to appropriate teams for resolution.
- Consulted and collaborated with immediate peers, colleagues around the world, and with management and senior engineers to resolve service issues.
- Assisted customers with finding information about Microsoft products, services, and support, and self-solve when necessary.
Desktop Support Specialist II
DCLI
Charlotte, NC
12.2017 - 12.2019
- Served as Service Desk Lead and mentor for Level 1 and 2 Support Specialists and interns.
- Led the system administration for the 8x8 Cloud PBX system.
- Answered, evaluated, and prioritized incoming service tickets from users (400+) via phone, email, and/or ticketing system (Kace/Service Now) to ensure customer service levels were achieved.
- Administered Microsoft 365 accounts via Azure for SSO integration with corporate applications.
- Created custom retention policies for online archiving usage.
- Resolved customer issues in person, over the phone, or remotely via Bomgar Remote Support.
- Utilized Active Directory and Azure to manage the domain, OUs, users, and service accounts.
- Provided executive-level support while maintaining the security and confidentiality of personnel.
- Built and deployed desktop/laptop images.
- Conducted routine patch management via PowerShell or KACE Systems Management.
- Assisted in the company-wide deployment of the OneDrive folder redirection policy via GPO.
- Created technical documentation for users, and knowledge base articles for the ticketing system.
- Spearheaded telecommunication improvement initiatives, such as the migration of the phone system to a cloud-based platform.
- Served as an SME for all telecommunications-related requests.
Education
Certificate of Technical Studies - Information Technology Security and Administration
My Computer Career
Charlotte, NC07.2020
Computer Science
Hunter College
New York, NY06.1994
Skills
- PC and Mac Technical Assistance
- Google Workspace Management
- Chromebook
- iPad
- Microsoft 365 Administration
- IT stakeholder management
- Technical support management
- IT procurement
- IT policy development
- Active Directory Administration
- Android and iOS Devices Support
- Network Printer Support
- PC System Imaging and Equipment Setup
- Technical Documentation
- Mobile Device Management
- Customer Service and Communication Skills
- Executive Level Support
- Equipment and Software Purchasing and Inventory Management
Certification
- CompTIA A+, 01/23
- MTA Security Fundamentals
- Linux Essentials
- MTA Server
- CompTIA: Network+, in progress
- CompTIA: Security+, in progress
- CompTIA: Server+, in progress
- Cornell University IT Leadership training, 03/24
References
References available upon request.
Timeline
IT Director
Trinity Episcopal School
08.2020 - Current
Support Engineer - Outlook (Contract)
Microsoft
01.2020 - 08.2020
Desktop Support Specialist II
DCLI
12.2017 - 12.2019
Certificate of Technical Studies - Information Technology Security and Administration
My Computer Career
Computer Science
Hunter College
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