Ian Barnes Email & Phone Number

Alhambra, California, United States

Southern California Edison

 SCCM OSD - Build and maintain Windows 10 images and SCCM Task Sequences. Create SCCM packages and software deployments.  NetMotion Mobility XE VPN Administrator – Manage user accounts. Add/remove devices. Create and maintain user classes. Manage VPN policies. RSA administrator – Manage RSA server and handle all RSA & VPN related escalated issues. Created self-service documentation for end users in order to reduce helpdesk calls. Troubleshoot escalated issues that cannot be resolved by level 2 support. Provide internal training for support groups to help them resolve issues more effectively.  Create troubleshooting documentation and quick tips.  Work with software vendors to resolve complex application issues. Helped TCS with Managed Services transition in the area of Desktop Support in order to have a smooth transition.

Desktop Management / Desktop Engineering- Product sponsor for mobile connectivity including Check Point VPN, NetMotion Mobility XE VPN, WiFi (Odyssey Access Client Manager & Intel ProSet) & Mobile Broadband support.- Provided in house training for Tier I, II & III on various products.- Used SCCM & Tivoli to deploy software application sand updates.- Automate application installations with Package Studio Script Editor.- Test and evaluate new software and hardware products to see if they offer value to SCE.Tier III Software Support - Lead technician, responsible for troubleshooting escalated issues for Windows & Mac OS. - Provide 3rd level phone support to other IT groups via Apropos. When unable to resolve the problem over the phone, I take ownership of the problem and continue researching and troubleshooting the problem until it is resolved or escalated to the vendor.- Test and evaluate new products that could become standard at SCE such as Blackberry & Wireless LAN.- Provide technical training to other support groups within IT.- Manage the trouble call queue using Peregrine Service Center. Dispatch trouble tickets to my peers. Was responsible for making sure all Tier III trouble tickets were updated in a timely manner. - Assist the AVERT team when handling virus outbreaks.- Work with other IT groups to resolve critical issues quickly.- Document problem resolutions and post them in our internal knowledgebase so that other technicians can easily resolve those issues in the future.- Provide Technical support for SCE wireless network using LEAP for office connectivity and WEP for home connectivity over DSL/Cable Modem & VPNTier II Software Support- Provided dedicated technical support for three departments. Approximately 250 users.- Assisted other Tier II technicians in resolving difficult problems- Oversaw the migration of 250 users from Profs to MS Exchange- Standardized the desktop configuration for the departments I supported prior to CDE.

IMAC (Installatioin / Move / Add /Change)Hardware Technician- Installed and configured new PC’s, Macs, Printers and peripherals on a 12,000 node network at Southern California Edison- As the team lead I was responsible for scheduling jobs for the Eastern region.- Repaired / replaced hardware and software on PC and Mac platforms

Tore down systems for parts. Tested used and refurbished parts and systems and packaged them for resale.

Education record

Education record