Barbara Golson Email & Phone Number

Jacksonville, Florida, United States

Assoc IT Security Specialist• Accountable for activities that ensure all users in the organization have the appropriate levels of access to applications, systems, and data resources. • Evaluates and maintains procedures to safeguard information systems assets from intentional or inadvertent access or destruction. • Ensures compliance with Security regulations and laws. Recommends and implements changes to enhance security controls and prevent unauthorized access.Associate Technology Specialist • Assist customers via phone, instant messaging, and ticket support• Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware• Document all work through Remedy SmartIT ticketing system.• Install, configure, and upgrade computer hardware / software• Responsible for safeguarding sensitive data and security credentials, including passwords, that they are exposed to while performing technical support• Proficient in remote computing (SafeNet, AnyConnect, Zen Mobile)• Assist customers working in a Citrix environment

Jacksonville, Florida, United States

• Respond to calls, e-mails and request through the ticketing system and provide prompt, accurate responses and services through phone and e-mail.• Provide outstanding customer service to end users• Handle a high volume of inbound phone calls to end users • Document all work through Service Now ticketing system.• Install, configure, and upgrade computer hardware / software• Support Mobility Hardware and I-Phones

Remote

• Provide customer assistance remotely primarily by phone, email, and chat.• Troubleshoot customer issue for online shopping• Technical aptitude to guide customers through online shopping.• Effective communication skills, good judgement, and the ability to anticipate customer’s needs and solve problems under pressure.

Jacksonville, Florida, United States

• Assist clients with online banking log in, Bill Pay or account activity issues.• Provide general and / or in-depth business specific customer service while answering inquiries and resolving issues. • Courteously and professionally interact with customers via telephone while using standard screens, scripts, and procedures. • Apply advanced technology and solid service skills to develop and strengthen the client's relationships. • Provide white glove customer service to external and internal customers.

Washington D.C. Metro Area

Responsible for managing incidents from low to high-severity across the incident life-cycle in accordance with resolution and SLA restoration time frames.Co-ordinate incidents that require multiple team or vendor engagement.Drive effective incident management process to ensure timely service restoration.Undertake Major Incident Management with other stake holders as needed and also work to reduce major incident occurrences through root cause analysis and proactive measures with support teams.Manage customer satisfaction expectations by providing leadership on service desk operations and participate in service desk operations tickets/incidents/requests statistical analysis leading to service optimization.Conduct incident management trend analysis to determine frequency of particular types of problems and determine which are increasing and take corrective action.Participate in Problem Management practices to address underlying causes of multiple incidents.Provide detailed Root Cause Analysis (RCA) documentation to Problem Management and attends RCA meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action.Proactively identify potential availability issues so they can be resolved before they impact the users.Track and report network availability metrics on an ongoing basis.Lead a team to consistently exceed the established SLA and monthly performance goals for customer satisfaction, network administration and windows operations. Proven experience in leading and managing resources in a collaborative team-oriented environment.Familiar with the latest Service Management tools such as Remedy, Heat, ITSM and Altiris.Managed and leading multiple projects and operations with all technical teams like Windows, Network, Security, UNIX, VM Ware, Citrix, Database, Web Services, Application Management, End user computing and Service Desk.

Rosslyn, Va

• Responsible for managing the day-to-day operations and activities of the Service Desk team of Tier I and Tier II analysts.• Undertake Major Incident Management with other stake holders as needed and work to reduce major incident occurrences through root cause analysis and proactive measures with support teams.• Manage customer satisfaction expectations by providing leadership on service desk operations and participate in service desk operations tickets/incidents/requests statistical analysis leading to service optimization.• Conduct incident management trend analysis to determine frequency of types of problems and determine which are increasing and take corrective action.• Participate in Problem Management practices to address underlying causes of multiple incidents.• Exceed customer satisfaction expectations by providing leadership on service desk operations and participate in service desk operations tickets/incidents/requests statistical analysis leading to service optimization.• Provide detailed Root Cause Analysis (RCA) documentation to Problem Management and attends RCA meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action.

Washington D.C. Metro Area

Provided Tier II support diagnosing problems and creating solutions for software and application technical issues to restore service to normal levels as quickly as possible. Created help desk tickets for incidents/service request received via phone or email. Worked with developers and engineers to test application enhancements and bugs prior to implementation. Performed account creation, access and deletion of user accounts. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Analyzed reports and trends to identify training and process deficiencies. Provided user training to junior analyst and support staff. Performed queue management to assign work to junior technicians. Performed quality assurance of tickets to ensure proper documentation and resolution has occurred. Performed follow-up with customers to ensure satisfaction. Created and maintain knowledge base documents to identify known errors, fixes and resolutions. Perform additional duty as Project Manager on Functional