Barry Stone Email & Phone Number

Louisville, Ky, Us

✔ Lead a remotely-based team of 6-7 support analysts and specialists in providing phone and email support to over 200 global logistics customers.✔ Conduct regular audits and reviews of open tickets. Monitor for long-term trends and problems.✔ Handle leadership duties such as performance evaluations and coaching conversations. ✔ Continue to provide individually tailored support to high-profile clients including logistics operations for multiple Fortune 500 companies. ✔ Conduct regular meetings with high-profile clients to review ongoing issues and trends.✔ Conduct interviews and technical screenings with new applicants.✔ Collaborate with other support leaders to develop better processes and tools for the team.✔ Review support activities for Kaizen opportunities.✔ Skills: Log Analysis · Interviewing · Coaching · Warehouse Management Systems · Kaizen · Team Leadership · SQL Server Management Studio · Databases · Customer Relationship Management (CRM) · Analytical Skills

✔ Tier 2 problem diagnosis of hardware, network, and data anomalies causing system-impacting/system down issues✔ Database maintenance✔ Assume ownership of, research, and resolve open issues for high priority clients, and collaborate as an escalation resource for team members✔ Work directly with Developers, DBAs, Project Managers, and other related resources to ensure issue resolution and customer satisfaction✔ Participate in on-call escalation rotation to provide maximum support coverage to customers and assistance to internal resources✔ Mentor rotating groups of Support Specialists, offering guidance and direction with difficult clients or issues

Louisville, Kentucky Area

✔ Problem diagnosis of Application, Routing, Networking and Operational issues on Server 2005/08/12 with SQL and Oracle databases✔ Problem diagnosis and fixes of system down automation✔ Problem diagnosis of in house Exacta Material Handling software✔ Escalation to Development for software promote fixes, installation of patches/fixes, assistance with server upgrades

Kfc Helpdesk

Provided Tier 2 technical and operational support for 4,000+ quick service restaurants, nationally. Support ranged from store-level IT hardware to network/broadband maintenance to above-store web applications; interfaced with franchise owners, managers, technicians, and vendors (IBM, Dell, ParTech, NCR, HME, CTA, ERC, Delphi, GTT, Hughes Network Systems). Lead and coordinated IT projects, providing documentation and accountability ✔ Consistently met and exceeded all metrics for Tier 2 analysts, such as Availability, Productivity, and Cases Closed. ✔ Conducted ongoing and formal technical and operational training for Tier 1 analyst team, including case reviews, technical knowledge transfer, and procedural changes. ✔ Led project proactively replacing hard drives in 100’s of locations; testing and implementing chat functionality; and upgrading loss prevention systems. ✔ Setup, distributed, and supported iPads/Chromebooks/Surface Pro’s for field level associates.

Louisville, Kentucky Area

Provided Tier 1 technical and operational support for KFC and Long John Silvers restaurants, for both field and site-level personnel. Provided Tier 1 corporate and franchise level support for store managers, and field technicians, and vendors (i.e. IBM, Dell, Hughes Net) for IT hardware to network/broadband, and web applications. ✔ Troubleshot for Windows workstations and POS systems, and communications (phone and network switches, modems, routers, printers, biometric scanners, etc.). ✔ Provided administrator-level support on proprietary and commercial software. ✔ Consistently lead Tier 1 Analysts in achieving metrics, including Availability, Productivity, and Cases Closed

Louisville, Kentucky Area

Provided technical/operational support for high speed broadband customers in a multi-state area. Troubleshot and resolved issues including email account setup, connectivity, download and upload speeds, registration, and new setups on network capable devices.

Bachelor'S Degree, Computer Engineering

Certificate, Cisco Networking Associate