Robert Barker Email & Phone Number

Oakley, California, United States

Roselle, Illinois, United States

Greater Chicago Area

• Manage internal IT support channels and walk-up support requests
• Onboard all new users, including developing the procedures to manage this
• Sole responsibility for security and operational incident response
• Managed support tickets with Professional Services team for highly complex issues
• Created and managed knowledgebase of business-critical technical support information
• Sole point of contact for all audio-visual issues, including support of regular Village board meetings held via Zoom and streamed to YouTube

Bloomingdale, Illinois

Administered Desktop PCs, Thin Clients, Networking Equipment and Servers in an MSP environmentActed as lead customer-facing representativeSupported dozens of organizations with differing technical environments and equipmentFirst point of escalation for Tier 1 Helpdesk functionSupported VDI as a Cloud Service (DaaS)Managed mailbox creation, distribution.

Humber Bank, UK

• Lead the Service Desk Team responsible for all Howarth IT Support requirements across 30+ locations nationwide
• Oversaw the purchase, configuration and support for devices such as PCs, peripherals, smart phones and tablets
• Monitoring of the Local and Wide Area Network Support and liaising with Internal team and external Suppliers.
• Provision of 1st and 2nd Line Support within SLA through the close co-operation with extended IT Support Team
• Maintained Incident Management Processes, Procedures and Incident Models
• Ensured Asset Management and Auditing policies & procedures were maintained and upheld

Grimsby, UK

• Advise the Library and Archive Services Management Team on ICT related matters in line with national and local requirements.
• Act as the lead officer in regard to the library management system and other technologies and software programmes.
• Provide full support on any ICT-based systems to staff and ensure the systems are operating correctly at all 10 libraries.
• To co-ordinate and maximise the use of reports from the library management system to ensure improved performance across the Library Service.
• Lead, co-ordinate and monitor ICT training specific to the Library and Archives Services.
• Ensure budget compliance on all Library and Archives Services ICT projects and monitor all ICT related expenditure in the service, highlighting any potential problems to the Management Team.

Cleethorpes, UK

• Nominated by customers for a Leading Light award for customer service.
• First and second line support for all ICT-related faults and requests for 3500 users across all N.E. Lincs sites.
• One of a team of four analysts handling 3000 new incidents each month, working under the ITIL framework to Service Desk Institute standards.
• Service Desk team takes ownership of all calls, works to strict Service Level Agreements with agreed timescales.
• Responsibility for communication of ICT-related changes and implementations to service users, using communication skills to improve customer buy-in.
• Analysts prioritise workload according to urgency of incident, impact to the organisation as a whole and whether or not the user is a VIP.

Grimsby, UK

• Personally won the Grimsby Institute Staff Award for Excellence, an award given to only one staff member per year from a staff of 1000.
• Won the Institute’s Team of the Year award in recognition of our team’s outstanding contributions to the Institute.
• Desktop support for 1000 members of staff and around 5000 students, across more than a dozen locations.
• One-to-one staff training on all IT-related software.
• Lead Technician on a number of IT projects, including the transfer of all campus operating systems from Windows 2000 to Windows XP and from Windows XP to Windows 7.
• Trained and mentored all new IT staff members.

Education record

Education record

High School, Uk Equivalent Of High School Diploma