­SUMMARY

Rapidly learning professional seeks a long term, upwardly mobile, full time employee position, leveraging technical talent with customer facing business communication skills, in Tech Support, IT, Documentation, Deployment, Network Administration, QA, and testing, to provide timely solutions, with root cause analysis, in a friendly and professional manner. Equally adept on Windows, Mac, Linux, Android, and IOS. Barry is particularly successful at advocating customers’ needs.

PROFESSIONAL EXPERIENCE

Confidential

IT Desktop Support lead

Responsibilities:

• Cultivate and nurture positive end - user relations and service request resolutions, with a professionalism that’s often underestimated as a key factor for success in wide ranging support environments.
• On-site support at rapidly growing South Korean e-commerce startup in a diverse workplace.
• Primarily Macintosh laptop and Cisco Telepresence conferencing environment.
• Resolve Macintosh, Windows 10, iPhone and Android mobile, Cisco Telepresence and Polycom teleconference, LAN and wifi network problems. Install, upgrade, and upgrade Confidential Endpoint Protection where old versions and out of date signatures were found. Coordinate cross-functional issues with teams at other company locations domestically and in Asia.
• In charge of creating standard ‘gold’ images, then build and deploy new computers from it.
• Install and configure Cisco Telepresence and Polycom video and phone conference systems.
• Active Directory administration. Microsoft Office 365, Skype for Business, and OneDrive Administration, Outlook email and calendar administration with Microsoft Exchange Admin Center and Powershell.
• Admin for Mobile MFA (multi factor authentication) with Okta and Microsoft Authenticator.
• Pulse Secure, ZScaler, and Cisco AnyConnect VPNs.
• Forescout Network Access Control - NAC.
• Call tracking using Jira. Present new hire orientations.
• Perform hardware servicing when possible.
• File bugs on critical problems with Confidential and Microsoft.
• Work the bugs to a fix, then deploy to end-users.

Confidential

IT Senior Desktop Support

Responsibilities:

• Onsite 2nd level IT service desk support (initiate, resolve and monitor) for software, hardware, telephone/voicemail and audio/video conference incidents and service requests.
• Support, maintain, and repair IT equipment and infrastructure, including HP Laptops and desktops, Apple MacBook, iPhone and iPads, peripherals, and IT infrastructure.
• Present new-hire IT orientation. Smart Phones (iPhone) and Tablet Support (iPad), including patching and monitoring temperature of lithium-ion batteries on Roomboard conference room scheduling systems.
• Expert with mobile device management using Mobile Iron mobile and Apple Configurator.
• Subject matter expert on Confidential G-Suite, Drive, and Hangout/Meet products and Chrome browser integration and extensions, including presenting one-to-one tutoring of special topics and needs.
• OS Support for Microsoft Windows and Macintosh OSX with Confidential Drive and Microsoft Office.
• Active Directory admin with a touchy one-way trust to legacy network.
• Bitlocker PC recovery and resets.
• Remote control to off-site users with Bomgar, Microsoft and Apple Remote Desktop.
• Support remote users connecting with Cisco and Pulse Secure VPN software and tokens and Jabber VOIP.
• Work on “special projects” as assigned by IT management.
• Build, image, configure, migrate user settings and data, deploy new and re-issued equipment for end users.
• Install and update Confidential Endpoint protection to keep version and signatures current.
• Troubleshoot printers, and all-in-one units. Upgrade existing hardware (add memory, larger monitor, etc.)
• Train end users. Provide on call responsibilities as needed.
• Demonstrate great follow up and customer service skills as well as strong project management, and customer relationship management skills.
• Monitor and manage several ticket queues in HPSM.
• Update knowledge base of documented solutions and work arounds.

Confidential

Operating Manager

Responsibilities:

• Leveraging and learning new business, technical, and customer facing professional skills, operate an angel funded startup.
• Bring Confidential Light products to market based on my patent.
• Includes intensive customer, vendor, and business partner contact, mechanical design, technical support, technical and marketing presentations which include preparing and delivering funding pitches, procurement, logistics, sourcing, fulfillment, training, vendor selection, legal, contract, SLA, SOW, and license negotiation, web design, graphic design (Adobe Creative Suite), user experience, online marketing, sales, warranty, quality control, Customer Success, and all skills needed to launch a profitable venture.

Confidential

Apps Deployment Manager

Responsibilities:

• Extensive customer facing communication as a primary point of contact with large enterprise accounts for Confidential customer migrations.
• Properly care for large enterprise accounts from their first interaction with Confidential Cloud products until their entire production system was up and running.
• Consult in advance, manage cross team migration efforts on go-live day, and coordinate post transition support and bug fixes for customers migrating existing email, desktop, and mobile application environments and Postini message security and archiving over to Confidential Apps.
• Become subject matter expert on Confidential Apps (now called G-Suite and Confidential Cloud) products installation, data migration, networking, security on Macintosh, Windows, iOS, Chrome, and Android devices, and Confidential ’s internal procedures such as call tracking, bug reporting, SalesForce.
• Rapidly learn customer technical environments in order to verify the post-transition Confidential App settings migrated correctly.
• Document methodologies for resellers and business partners.

Windows Deployment Specialist

• Image, deploy, deliver, migrate customized user profiles, configure ODBC connections to Oracle databases, for a city wide Windows 7 and MSOffice hardware and software refresh.

Confidential

Tech Support

• Level 2/3 support for PC, Mac, Android, iPhone, networking, virus, and Active Directory during desktop to laptop, XP to Win7 and Notes/Domino to Outlook/Exchange deployment and migrations.

Confidential

Tech Support

• Intensive Windows 8 and other Microsoft centric support for inherently demanding retail customers at Microsoft stores during Microsoft Surface tablet computer product introduction. System upgrades, troubleshooting, data transfers, anti-virus, backups, Macintosh Bootcamp installs.

Confidential

Helpdesk/ SysAdmin

• Windows 7, Mac, iOS, and Ubuntu Linux imaging and support via phone, email, and in person.

Confidential

Technical Support Engineer

• Apply advanced knowledge of installing and applying certificates from multiple browsers and email clients onto peripherals such as smart cards and usb tokens from Windows and Macintosh, for two factor authentication, with document encryption and signing.
• Simplify and correct documentation in order to reduce call volume in areas where customers had difficulty following the instructions.

Confidential

Sustaining Engineer level III

• Fix escalated calls for software distribution, licensing, antivirus, data encryption, remote control, data backup, patch management, asset inventory, device deployment and service provisioning.
• Perform system administration for a worldwide customer base using Confidential DDM Distributed Device Management SaaS, a leading edge cloud hosted policy based PC lifecycle management system.
• Use AutoIT scripting. Oversee lower support level. Use VMware Workstation, Player, and VMWare Fusion desktop products, to test and replicate problems.

Confidential

IT deployment

• Technical support and IT tasks during new Window 7 desktop and laptop deployment project.

Confidential

Senior Tech Support

• Fix escalated application, networking, VPN, wireless, OS, mobile devices, and videoconference problems.
• Prepare Images, troubleshoot, and deploy Windows 7/MSOffice, upgraded system from XP. Led virus cleanup when Confidential Endpoint Protection failed.
• Avamar backup. Mentor interns.

Confidential

 Project Lead/ Data Analyst

• Interact on site with bank executives. Deploy Windows, MS Office, with check and credit card readers and printers.
• Train and support users during outsourced Chase bank branch conversions.

Confidential

IT Systems and Network Admin

• Resolve backlog of escalated OS, application, VPN, DSL, videoconferencing, and audio-video device problems.
• Audit Active Directory and Exchange groups.
• Plus daily workload of system admin and deployment tasks on Windows and Linux systems for several hundred users.

Confidential

Tech Support escalations

• Service with a smile through an Active Directory Migration.
• Live and remote diagnosis and fixes on systems, network and Exchange accounts, and logins that failed automatic migration.
• Resolve and document escalated support calls for top executives.
• Deploy new systems and server racks in secured labs and data center, support CCure badge access system, for 1500+ Windows and Solaris users.

Confidential

Linux QA, and tes

• Software/hardware/peripheral interconnect ability testing and QA for new Goobuntu Linux release.

Confidential

Senior Tech Support

• Turn anxious users into satisfied customers.
• Resolve desktop and Confidential Apps, VPN, wireless, DNS, VLAN changes, machine hosting, VMware, teleconferencing, on Linux, PC, Blackberry, and Macintosh hardware in LDAP and Active Directory issues.
• Always deliver zero unresolved tickets at daily shift handover.
• Document solutions.
• Train temps for an outsourced call center/ service desk.

Confidential

System Engineer level III

• Image, deploy, QA, support, troubleshoot, performance analysis and tuning, and document build process for Windows Server 2003 clusters in the Hotmail/ MSN/Windows Live network.
• Build, rack, and install servers following the documented processes.
• Genentech, Precise Software, Invitrogen, SF-AIDS Foundation, Applied Signal, Electronic Arts, AMC Theaters, American Textile, Trisys, Webvan, NASA/Ames, SFO Airport, others.
• Typical tasks include supporting desktops, servers, iPhone/ Android/ Blackberry, peripheral device connectivity, application compatibility, anti virus strategy, wireless, SSL certificates, network security, Exchange/Outlook migration, Cisco switch installs, data center buildouts, hardware repairs.

Confidential

Systems Manager of Service and Support

• Early phase startup providing Linux based secured applications for database, Windows Terminal services, instant messaging, and email, via port mapping and encryption.
• Company ran out of money.

Confidential

Technology Level III Application Support

• NASA account lead by customer’s request based on superior customer satisfaction.
• Supervise level I and II support reps.
• Resolve escalations for Stanford, Confidential, Fiserv, and others.
• Maintain strong key customer account relationships.
• Learn customer’s operations, coordinate resolution of interdepartmental conflicts and technical delays to deliver timely fixes.
• Supported proprietary web apps on Windows, MAC, and Unix servers, for business intelligence and document broadcasting.

Confidential

Technologies Support and Deployment

• Deploy secured web portals and servers for American Airlines, Intuit, Adobe, and Disney. Build, test, and document installation onto IPlanet and IIS production web servers.
• Purchase and generate SSL certificates.
• Write InstallShield installers.
• Make Visio network diagrams.
• Interview applicants.

Confidential

Technical Sales Network Manager

• Deploy and administer web based SFA and CRM applications, consult with vendor on product design.
• Handle daily operations of network, system, wireless, and communication devices for customer base of semiconductor companies. 24x7 coverage of remote, wireless, and dial-up.

Confidential

Consulting Network Engineer

• Design networks. Install, configure, and support Windows servers, desktops, Exchange and GroupWise email, do Y2K remediation at law firms and other Bay area small business.

Confidential

Network Systems Engineer

• Develop standard Windows OS and application configuration for worldwide deployment.
• Write easily followed documentation to be used to deploy or upgrade thousands of new and existing workstations.
• Create software installer and distribution objects for Novell Application Launcher.

Confidential

Network Manager

• Supervise staff and oversee daily support operations.
• Responsible for ops, maintenance, and upgrades to Novell and NT servers, email servers, routers, Citrix TS, and SAA gateway to an AS400 environment.
• Test and recommend s/w and h/w, negotiate software licensing.

Confidential

Network Design Consultant

• Windows NT expert for multi-million dollar marketing proposals.
• Document deployment procedures.
• Manage remote site installation teams deploying Intel LANDesk network management software and standard windows images on multi-site corporate networks.

Confidential

LAN Specialist

• Fast paced support team solving any and all h/w and s/w issues to 1400+ clients of all authority levels (including CEO Jack Welsh), on networked Mac and Confidential desktops.
• Flight software engineer, write documentation, and software QA for Space Station, Mars Observer, and Landsat.