Charley Barker

IT Professional

Qualifications Summary

Highly motivated and goal-oriented Professional with several years of successful experience exceeding goals and building profitable client bases. Demonstrated ability to identify and remediate complex deficiencies and complete time-sensitive projects. Proven effectiveness in training and managing customer service representatives for superb client support and problem resolution.

Areas of Expertise

  • Service Consulting
  • Contract Negotiations
  • Account Retention
  • Staff Training
  • Problem Resolution
  • Relationship Building
  • Service Reporting
  • Project Presentations
  • Territory Development

Professional Experience

Total Technology Solutions

Help Desk Technician

2013-Present

Worked independently and in a team environment to diagnose and resolve end user help desk tickets. Enhanced user systems by installing updated operating systems, drivers, relevant software, and new hardware. Provided courteous, positive tier 1 support to all internal and external end-users. Both over the phone and in person. Monitored system performance and escalated issues as necessary. Employed critical problem solving in identifying and resolving operating issues. Logged, tracked and distributed incoming service requests. Evaluated documented resolutions and analyzed trends for ways to prevent future occurrences. Performed preventative maintenance (remotely or on-site as the assignments dictated) in accordance with contractual agreements.

ATC Financial

Operations Manager

2012-2013

Managed daily operations of the Office, including overseeing the work performed by processors and client coordinators, serving as liaison for real estate agents/brokers, clients, as well as short sale lenders, and personally handling transactions of a more complex nature. Position required a strong working knowledge of the local residential real estate industry, specifically with regard to short sale valuation and negotiation. Monitored compliance with Federal and State law/regulations for every transaction that the firm handled and kept up with best practices regarding real estate oriented financial services. Supervisory duties included training newly hired client coordinators and processors, conducting quarterly performance evaluations as well as weekly employee reviews, communicating with all parties when necessary to mitigate issues with case files handled by junior staff, and directing the progress of more sensitive cases. Represented the company in seminar settings in the interest of growing the client base and presented the organization's business plan on site at various local real estate companies. Generally supported the organization's marketing initiatives and principles of customer service. Handled other miscellaneous tasks as they arose or were assigned by ownership, to include employee relations matters, error/loss mitigation, and fiscal planning, among others.

Carroll Tree Service

Arborist

2010-2012

NationWide Better Health

Data Processor

2009

Served as liaison and processor with regard to the patient database and generally overseeing the data integration process for new and existing patients. Performed routine system reviews in the interest of updating and correcting patient information as well as addressing any internal database issues affecting the network. Conducted spot-check reviews based on information forwarded from managers and/or employees in furtherance of system maintenance. Responsible for responding to and addressing concerns of employees related to the patient data network. Internal inquiries required troubleshooting and application of network administration practices to resolve issues in a timely manner. In addition to daily responsibilities, assisted Management on an as needed basis by performing tasks and duties assigned with regard to the healthcare data systems utilized by the organization.

PHH Arval

Title Associate

2006-2008

Managed and maintained the company's title and registration database for use by a large and varied pool of fleet vehicle operators. Handled and processed orders, requests, updates, and complaints for all fleet vehicles under the company's purview. Maintained frequent communications with fleet managers to coordinate issuance of new and corrected titles in a timely manner as well as to address any issues that arose during the registration process. Observed client confidentiality and privacy while handling sensitive personal/financial information in the course of correspondence. Position required a working knowledge of commercial leasing and attention to customer service principles. Performed other tasks and assisted in various projects as assigned by Management related to the leasing process and the company's diverse client base.

AAI Corp

Help Desk Intern

2002-2003

Maintained operating systems by installing updated software on employee CPU's and by overhauling systems for individuals in need of better performing units. Responded to technical inquiries ranging from software programming problems, general operation issues, and requests for troubleshooting. Provided general technical IT support to the organization in a timely manner and employed critical problem solving in identifying and resolving operating issues. Involved in ongoing IT projects pursuant to increasing the efficiency of the company's network and operating systems. Handled other assignments as designated by Management.

Education

West Virginia University - Morgantown, West Virginia

Bachelor of Science, Advertising and Communications — 2008

Towson University - Towson, Maryland

CompTIA A+ Net+ and CCNA Certificate program — 2013-2014

Charley Barker — charley@charleybarker.com — (410) - 961-6544