Tim Barnes

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.

Technical Support Representative II at 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 at 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 at 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 at 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 at 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.

Associate of Science in Computer Science – University of Cincinnati (2017-08 – 2020-08)