Jason Barnett
Douglasville
Summary
Seasoned IT Support Engineer with 17 years of experience, adept in incident resolution, system upgrades, and cross-functional collaboration. Skilled in PowerShell, O365, SCCM, Azure, Active Directory, Service Now, and JamfPro. Proven track record in IT support roles, ensuring effective communication and management of enterprise-wide projects.
Overview
18
18
years of professional experience
Work History
Network Operations Center Analyst
Norfolk Southern
04.2024 - Current
- Monitored network performance to ensure optimal operational efficiency and system reliability.
- Diagnosed and resolved technical issues in real-time to minimize service disruptions.
- Collaborated with cross-functional teams to enhance incident response protocols and procedures.
- Analyzed data trends to identify potential vulnerabilities and implement proactive measures.
- Trained junior analysts on troubleshooting techniques and best practices for incident management.
- Led initiatives to streamline monitoring processes, resulting in increased operational effectiveness.
- Conducted thorough root-cause analysis to identify recurring problems and develop long-term solutions for improved reliability.
- Developed comprehensive documentation, maintaining accurate records of network configurations, issues, and resolutions.
- Reduced downtime for clients by quickly identifying and resolving network issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
IT Support Engineer II
Rollins, Inc.
11.2021 - 04.2024
- Diagnosed and resolved technical issues, adhering to documented procedures and employing a range of tools, while accurately documenting and reporting project status.
- Managed incident lifecycles to resolution, initiating escalation protocols when necessary to maintain service level agreements and inform management of critical issues.
- Collaborated with cross-functional teams to support IT infrastructure, utilizing technologies such as PowerShell, O365, SCCM, Azure, and Active Directory, and effectively communicated with stakeholders at all levels.
- Developed and deployed SCCM and Intune software distribution packages, crafted management policies in JamfPro, and authored PowerShell scripts for software installation and security remediation.
- Performed Asset Management Work with CMDB in ServiceNow ensuring assets were fully catalogued and updated properly with Warranty expiry dates as well as hardware information.
Sr IT Analyst
Cox Communications
12.2018 - 11.2021
- Resolved technical issues by diagnosing and troubleshooting using established procedures, documenting all incidents comprehensively, and ensuring timely status updates to relevant stakeholders.
- Collaborated with cross-functional teams, contributing to knowledge management initiatives, and maintained strong relationships with colleagues and clients through effective communication.
- Provided technical support including imaging and re-imaging laptops, distributing mobile devices, and utilizing key technologies such as PowerShell, O365, SCCM, Azure, and Active Directory.
- Performed Asset Management Work with CMDB in ServiceNow ensuring assets were fully catalogued and updated properly with Warranty expiry dates as well as hardware information.
IT Support Analyst
South Metro Ministries
01.2008 - 01.2020
- Provided comprehensive IT support, including troubleshooting network, desktop, and mobile device issues, ensuring seamless system functionality for end-users.
- Managed asset allocation for workstations and laptops, meticulously documenting identification details such as asset and serial numbers.
- Performed data recovery from various storage media, including local drives and external devices like cameras and CDs, to safeguard critical information.
- Resolved hardware and software connectivity problems, including issues with routers, modems, and workstations, while assisting clients with security and electronic access protocols.
Sr IT Analyst
Delta Airlines Inc
03.2017 - 12.2018
- Conducted comprehensive software testing, debugging, and documentation, ensuring web applications met established quality standards and end-user requirements.
- Collaborated in the analysis and development of application solutions to optimize client business processes, achieving cost-effective results while adhering to internal procedures.
- Provided robust IT support and maintenance, including database, network, and client training services, resulting in enhanced system reliability and performance across various platforms such as Citrix, SharePoint, and O365.
Sr IT Analyst
Coca Cola Enterprises
03.2011 - 10.2013
- Delivered comprehensive IT support, resolving an average of 40 inquiries per day through effective use of Automatic Call Distribution (ACD), encompassing system upgrades, software installations, and hardware troubleshooting for a diverse array of devices including laptops, mobile phones, and tablets.
- Managed user access and system integrity by administering VPN and server permissions, maintaining over 500 company systems, and overseeing user privilege assignments in alignment with service level agreements.
- Contributed to organizational knowledge by documenting troubleshooting procedures in the Remedy ticketing system, and played a pivotal role in the successful global deployment of Windows 7, ensuring consistent system performance and data security through diligent network backups.
IT Analyst
Cancer Treatment Centers of America Inc
05.2010 - 06.2010
- Resolved technical issues and fulfilled service requests, leveraging tools like Active Directory, SAP modules, and Office 365 to ensure operational efficiency and user satisfaction.
- Administered Active Directory by managing user accounts and provided comprehensive hardware support for diverse devices, consistently handling over 65 daily interactions through an Automatic Call Distribution system.
Education
Certified Computer Technician - undefined
West Georgia Technical
Skills
- Customization
- Skills Testing
- Training
- Management
- Client Facing Interactions
- Understanding User Requirements
- Multi-Certified Systems Administrator
- Unix
- Linux
- Windows
- Mac OSX
- Server Infrastructures
- Data-Center Operations
- Plan
- Install
- Configure
- Optimize IT Infrastructures
- High Availability
- Performance
- Create and Deliver Solutions Tied to Business Growth
- Organizational Development
- Systems/Network Optimization
- Problem Identifier
- Troubleshooter
- Comfortable Managing Systems
- Projects
- Teams in a Range of IT Environments
- Windows 11
- 10
- 7
- Server 2008 - 2019
- VMware
- Active Directory
- Azure
- Domain Network
- Troubleshooting
- Support Teams
- Help Desk Support
- Complex Problem Resolution
- Professionalism
- Technical Solutions
- Alternative Methods
- System Training
- Production Support
- QA Team Member
- Windows Application
- Virus Isolation
- Removal
- Storage
- Hardware Configuration Problems
- Working Internal Support Tickets
- Data Center Walkthroughs
- System Health Checks
- Configuring Software Packages in MECM
- InTune
- Corporate IT Hardware
- ERP Support
- Office 365 Migration
- Administration
- M365
- Office 365
- LanDesk
- Bomgar
- Powershell SCCM
- OneDrive
- SharepointMS Access
- Red Hat/ Linux Administration
- Windows Administration
- Excellent Verbal and Written Communication Skills
- Organize End-User Training Sessions for All Levels
- Knowledgeable in SDLC
- Provide Input and Suggestions on Business Processes and Technical Solutions Based on Knowledge
- Ticketing Systems Utilized: Service Now
- Service Desk/Trillium
- Remedy
- Great Ability to Multitask in Fast Paced Environment With Minimal Direction
- Unisys Mainframe
- RDP
- Veritas
- Server Reboots
- WebSSO
- Athena
- Cisco AnyConnect
- Fortinet SSL VPN and Profile Administration
- Delinea Secret Server
- Knowledgeable in SAP End-User Support and Training
- Extensive Knowledge in ERP Implementation Training and Support
- Proficient in Windows 7- 11
- Apple/Mac OSX
- JamfPro
- Network Testing
- System Administration
- Supporting Patch Panel Connections
- Excellent Problem Solving
- Researching
- Analytical Skills
Timeline
Network Operations Center Analyst
Norfolk Southern
04.2024 - Current
IT Support Engineer II
Rollins, Inc.
11.2021 - 04.2024
Sr IT Analyst
Cox Communications
12.2018 - 11.2021
Sr IT Analyst
Delta Airlines Inc
03.2017 - 12.2018
Sr IT Analyst
Coca Cola Enterprises
03.2011 - 10.2013
IT Analyst
Cancer Treatment Centers of America Inc
05.2010 - 06.2010
IT Support Analyst
South Metro Ministries
01.2008 - 01.2020
Certified Computer Technician - undefined
West Georgia Technical
Similar Profiles
Garland Stukes Jr.Garland Stukes Jr.
Train Conductor at Norfolk SouthernTrain Conductor at Norfolk Southern
Kevin IngramKevin Ingram
Freight Conductor at Norfolk SouthernFreight Conductor at Norfolk Southern
COREY LAUGHLINCOREY LAUGHLIN
Locomotive Diesel Mechanic/Journeyman Machinist/Certified Welder at Norfolk SouthernLocomotive Diesel Mechanic/Journeyman Machinist/Certified Welder at Norfolk Southern
Alicia PopeAlicia Pope
Carmen at Norfolk SouthernCarmen at Norfolk Southern
Naomi WillisNaomi Willis
Cashier at Krystal's RestaurantCashier at Krystal's Restaurant