Timothy Barnes Jr
Cincinnati
Summary
Dynamic IT professional with extensive experience at Epsilon, specializing in advanced troubleshooting and customer service. Proven ability to resolve complex hardware and software issues while maintaining high user satisfaction. Skilled in Microsoft Office 365 and adept at training users on technology, ensuring seamless operations and effective communication across teams.
Overview
7
7
years of professional experience
Work History
Deskside Support Technician
Epsilon (Internal Revenue Service)
11.2023 - Current
- Provide support for resolving customer problems with deskside IT equipment, including laptops, desktops, and telephones.
- Provide support for break/fix, Refresh, and routine equipment replacement.
- Maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.
- Provide support in-person and by remotely controlling computers using Bomgar.
- Distribute peripheral IT equipment supplies (i.e., Keyboards, Mice, Docking Stations, Computer Locks).
- Troubleshoot software issues for Any Connect, IDRS, IAT, and AMS.
- Manage and create tickets using Service Now (IRWorks) as well as lookup user information.
Office 365 Concierge
Experis (Microsoft)
02.2023 - 03.2023
- Assist users via on-call support with screen sharing for Microsoft 365 products.
- Work closely with organization administrators on configuring DNS, security rules, sharing and permission policies, and many other Microsoft 365 services.
- Create and work on ticket issues related to OneDrive, SharePoint, Exchange, Teams, Office 365, Microsoft Admin Centers, Active Directory, and Windows.
- Utilize the Zendesk ticketing system to manage and record all incoming tickets.
- Research topics concerning open cases to ensure prompt customer resolution and satisfaction.
Service Desk Engineer II
Sun Auto Tire & Service
08.2022 - 12.2022
- Provide tier II technical support for store team members and corporate personnel via phone and digital channels like chat and email.
- Perform technical diagnosis and troubleshooting for users with hardware, software, and network connectivity issues.
- Thoroughly create, update, and resolve customer tickets for every request received according to guidance.
- Provide technical assistance with the software “Vast” and “First Mile” for all store operations.
- Support other members of the helpdesk and give guidance when needed.
- Take reign of administrator roles and teach co-workers and customers as needed.
IT Systems Specialist
Trophy Awards Manufacturing
04.2021 - 05.2022
- Assist with website setup and updates on the Big Commerce platform, including but not limited to product imports, image changes, inventory adjustments, etc.
- Collaborate with teams to gather customer and internal needs data and use the information to identify, predict, interpret, and evaluate system requirements.
- Develop training materials and procedures or train users to use applications or software properly.
- Set up equipment for employee use, performing or ensuring proper installation of hardware, operating systems, or appropriate software.
- Create and maintain new user workstations and user accounts.
Service Desk Technician
Intrust IT
03.2020 - 04.2021
- Perform daily in Active Directory, Microsoft 365, and Securence for user setups and deactivation.
- Provide troubleshooting for Printers, internet connectivity, software installation, and RDP sessions.
- Operate alone or as part of a team to reach company goals and provide assistance in hands on projects.
- Take calls, create tickets, and assign tickets to available technicians/engineers.
Service Desk Engineer
Conexio
05.2018 - 03.2020
- Provide support in person and remotely for hardware, software, and networking issues.
- Configure new user accounts using active directory, office 365, and in-office scripts.
- Operate in Microsoft Office 365 to create users, groups, and shared mailboxes, as well as configure MFA and password resets.
- Provide support for Windows 7, 8, and 10, as well as, Windows servers 2008-2018.
- Perform remote troubleshooting using Connectwise and Splashtop on user computers and company servers.
Education
Associate of Applied Science - Computer Networking & Systems Support
University of Cincinnati
08-2020
2020 Outstanding Academic Achievement Award
01-2020
Graduated With Honors “Magna Cum Laude”
01-2020
The National Society of Collegiate Scholars
01-2019
The National Society of Leadership And Success
01-2019
2019 Outstanding Academic Achievement Award
01-2019
Phi Theta Kappa
01-2018
Placed On Dean's List Every Semester Attended
Ended Schooling Career With A 3.9 GPA
Skills
- Oral Communication
- Computer Installation
- Customer Service
- Training
- Dell & HP Devices
- Microsoft Office 365
- Hardware, Software & Networking
- Printers
- Any Connect VPN
- Service Now
- Advanced Troubleshooting
Timeline
Deskside Support Technician
Epsilon (Internal Revenue Service)
11.2023 - Current
Office 365 Concierge
Experis (Microsoft)
02.2023 - 03.2023
Service Desk Engineer II
Sun Auto Tire & Service
08.2022 - 12.2022
IT Systems Specialist
Trophy Awards Manufacturing
04.2021 - 05.2022
Service Desk Technician
Intrust IT
03.2020 - 04.2021
Service Desk Engineer
Conexio
05.2018 - 03.2020
Associate of Applied Science - Computer Networking & Systems Support
University of Cincinnati
2020 Outstanding Academic Achievement Award
Graduated With Honors “Magna Cum Laude”
The National Society of Collegiate Scholars
The National Society of Leadership And Success
2019 Outstanding Academic Achievement Award
Phi Theta Kappa
Placed On Dean's List Every Semester Attended
Ended Schooling Career With A 3.9 GPA
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