Charles Barnes Jr Email & Phone Number

Salem, Or, Us

Salem, Or, Us

Remote

Occidental Inc. Remote• Performed technical support for the Oxy Helpdesk which services three divisions under Occidental.• Utilized Service Now ticketing system to open incidents or resolve them as they come in as phone calls or chat messages• Performed basic to advance technical support and escalated incidents to their respective work queues • Provided support remotely from provided machines and software such as Dell Latitude laptops, Logitech headsets, Cisco AnyConnect VPN, Cisco Softphone, etc.• Provided support to the team by assisting managers with onboarding new hires• Trained new hires on daily work procedures and protocols• Screened potential agents before hire processChubb Inc. Remote• Was selected to join a new project under HCL• Began learning how to provide support for Chubb despite limited in-house support and insufficient training• Helped the team develop ways to refine our operating infrastructure so that our agents may perform their jobs better such as establishing a better break/lunch schedule, utilizing Microsoft Teams to store and share training recordings, and suggesting software tools to provide quicker and easier support• Continued to perform basic to advanced technical support for the Chubb helpdesk via remote access and systems such as VMWare VDI client, Avaya and Cisco Softphone systems, and even Microsoft Teams• Was promoted to Special Interest Analyst and given special assignments to help accelerate stability in our infrastructure such as incident investigation, quality assurance with documentation, and knowledgebase article update/creation.• Was promoted as an evening shift Lead to assist with our After Hours agents and users• Monitored IVR queues• Assisted in weekly huddle meetings by drafting itinerary uploading our minutes to Sharepoint locations• Officially provided support through technical writing

Raleigh-Durham, North Carolina Area

• Offered consultation services on starting a small business• Provided results on research as for as marketability and management, as well as the legalities involved according to the state of North Carolina• Created websites and social media accounts for starting small business and individuals, as well as managed them• Instructed small business owners on SEO practices and how to manage their website• Assisted business owners with implementing/improving their working infrastructure

Remote

• Created service for Ministers who needed assistance with initial sermons• Provided examples and advice to entice audiences and entertain while educating• Provided consultation on topics such as Buddhism, Spiritual Growth, and Overcoming Obstacles• Edited sermons for new ministers• Set up rehearsals for new ministers and provided coaching on projection and body language

Remote

• Co-Founded writer’s workshop for colleagues and likeminded peers• Managed Skype meetings with members• Designed critiques and criteria for writing sessions• Provided feedback on shared works• Collaborated with Co-Founder on individual and joint projects

Raleigh-Durham, North Carolina Area

• Performed technical support for The Social Security Administration, nationwide under the DNNSO division of the SSA Network• Created tickets per call/case through CAPRS Ticketing software• Performed password reset, McAfee FDE/Admin Recovery, re-imaging, and/or Active Directory procedures to over 20 users each shift.• Was given the role of Central Specialist (CS) whose role included:o Assisting SSA SLCs and ASCs with reimaging new/replacement machineso Setting up Government-to-Government account for federal entities across the nationo Providing backup support to PI teamo Provide call center support to regular CSR agentso Became the official POC for the CS team for the Durham officeo Drafted and implemented a GSO SOP for current and future CS agents on our SharePoint siteso Trained new CS Agents for their roles in and outside of GSO• Passed HSPD-12 suitability clearance to provide support for the US Government and handle confidential and private information• Was promoted to the Project Implementation team:o Assigned to Server Migration Project to help facilitate the data migration for the Social Security Association Servers across the United Stateso Helped team in brainstorming strategies for project easeo Ran designated scripts to perform necessary prepping and migration procedureso Updated and migration and prepping calendars for our SharePoint siteo Coordinated with individual sites for prep and migration purposes and worked together to resolve issues with necessary troubleshooting procedures.o Answered calls designated for our call queue

• Wrote and drafted scripts for Top 10 list videos for Watchmojo website• Pitched ideas for topics and submitted polls online for public access• Researched and analyzed a list for a chosen topic’s project• Collaborated with staff to select the top ten spots per project and assiduously ranked them• Successfully completed 1-2 projects per week

Lanham, Md

• Researched and selected available solicited opportunities from small businesses and Government agencies• Drafted proposals alongside a team of both Jr and Sr Proposal Writers• Successfully won several contracts and provided staffing for multimillion dollar projects• Built and managed new website for business increasing site traffic

• Built and managed new website for business increasing site traffic• Coordinated and managed several Social Media outlets• Gained contract with Apple, Inc. to facilitate Sales and Technical Support• Managed and maintained office and personal office area• Performed Human Resources responsibilities such as screening/interviewing applicants, hiring potential employees, and provided guidance through hiring process

• Crafted film reviews for website

• Performed Audio and Lighting setup for Fall and Spring events

• Performed Audio and Lighting setup for all staged events• Managed over 20 stage members for events• Found and served as President for Magnum Opus fine arts club

Bachelor’S Degree, Creative Writing For Entertainment

Participated through program online Acquired scriptwriting skills Acquired self promotion skills Acted as Apple Technical consultant

Watauga College, Interdisciplinary Studies

Initiated several Facebook Communities Served on dorm community counsel Organized and hosted Watauga Graduation