Summary
Overview
Work History
Education
Skills
Timeline
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Timothy Barnes

Cincinnati,OH

Summary

Experienced IT professional with 7+ years supporting enterprise, government, and managed service environments. Expertise includes Microsoft 365 administration, Active Directory, Windows Server, desktop support, networking, hardware deployment, remote support, and end-user training. Recognized for advanced troubleshooting, excellent customer service, clear documentation, and resolving complex technical issues while supporting high-volume service desks.

Overview

8
8
years of professional experience

Work History

Technical Support Representative II

Rally Point IT
2025.04 - 2026.01
  • Delivered Tier II support for Microsoft 365, Windows, Active Directory, networking, VPN, printers, and enterprise applications.
  • Served as the escalation point for Tier I technicians.
  • Created knowledge base documentation to improve first-call resolution.
  • Resolved hardware, software, authentication, and network issues while documenting work in the ticketing system.
  • Provided technical support to clients via phone and email, resolving issues efficiently.

Deskside Support Technician

Internal Revenue Service
2023.03 - 2025.04
  • Supported desktops, laptops, telephones, and peripherals in a federal enterprise environment.
  • Performed break/fix, deployments, hardware refreshes, and inventory management.
  • Provided remote support using Bomgar and managed incidents in ServiceNow.
  • Troubleshot Cisco AnyConnect, IDRS, IAT, AMS, Windows, and networking issues.
  • Conducted training sessions for end-users on new technologies and tools.

IT Systems Specialist

Trophy Awards Manufacturing
2021.04 - 2022.05
  • Analyzed system performance data to identify areas for improvement and optimize processes.
  • Implemented software updates, ensuring compliance with industry standards and enhancing system reliability.
  • Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
  • Collaborated with cross-functional teams to streamline workflows and enhance operational effectiveness.
  • Provisioned workstations, managed user accounts, and maintained BigCommerce systems.

Service Desk Technician

Intrust IT
2020.03 - 2021.04
  • Resolved technical issues for end-users via ticketing system, ensuring timely support and customer satisfaction.
  • Managed hardware and software configurations, maintaining accurate inventory records and system documentation.
  • Collaborated with team to streamline incident response processes, enhancing overall service efficiency and effectiveness.
  • Provided training sessions for new employees on internal systems and troubleshooting techniques, fostering knowledge sharing.
  • Administered Active Directory and Microsoft 365 while resolving desktop, printer, VPN, and connectivity issues.

Service Desk Engineer

Conexio
2018.05 - 2020.03
  • Provided technical support for hardware and software issues to enhance user satisfaction.
  • Diagnosed and resolved service desk requests, ensuring timely incident management.
  • Developed and maintained documentation for technical procedures and troubleshooting guides.
  • Supported Windows desktops, Windows Server, Microsoft 365, remote access, and networking.
  • Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.

Education

Associate of Science - Computer Science

University of Cincinnati
Cincinnati, OH
2020-08

Skills

    Microsoft Technologies: Microsoft 365, Exchange Online, Outlook, Teams, SharePoint, OneDrive, Azure AD, Intune, Active Directory, Group Policy, Microsoft Office

    Operating Systems: Windows 7/10/11, Windows Server, macOS, iOS, Android

    Networking: TCP/IP, DNS, DHCP, LAN/WAN, VPN, Cisco AnyConnect, Meraki, Firewalls, Network Troubleshooting

    Remote Support: Bomgar, ConnectWise, TeamViewer, Splashtop, RDP, RemotePC, Datto RMM

    Ticketing: ServiceNow, Zendesk, Datto, IT Service Management, Escalation Handling, Knowledge Management

    Hardware: Dell & HP Devices, Desktop/Laptop Repair, Printers, Server Hardware, Mobile Devices

    Professional: Customer Service, Technical Documentation, User Training, Vendor Management, Decision Making, Time Management

Timeline

Technical Support Representative II

Rally Point IT
2025.04 - 2026.01

Deskside Support Technician

Internal Revenue Service
2023.03 - 2025.04

IT Systems Specialist

Trophy Awards Manufacturing
2021.04 - 2022.05

Service Desk Technician

Intrust IT
2020.03 - 2021.04

Service Desk Engineer

Conexio
2018.05 - 2020.03

Associate of Science - Computer Science

University of Cincinnati