Barry Hall
Richmond,VA
Summary
Dedicated IT support professional with extensive experience in production operations and help desk environments, equipped with Microsoft training and certification. Proven ability to enhance technical support and drive operational efficiencies through exceptional problem-solving skills and technical aptitude. Skilled in maintaining, analyzing, and troubleshooting computers and peripherals while managing diverse customer interactions, even in challenging situations. Highly motivated and results-driven, consistently delivering effective solutions to IT issues while fostering positive relationships with help desk teams.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Help Desk Manager
UST Global
04.2025 - Current
- Recruited, trained and supported help desk technicians and representatives.
- Managed help desk consisting of 30+ employees and conducted performance evaluations.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Senior Help Desk Analyst
Elevance Health (Anthem)
06.2023 - 03.2025
- Represented Help Desk as Pharmacy Subject Matter Expert in meetings
- Interviewed candidates for Help Desk positions and assisted vendor with pn-boarding.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Resolved technical issues by troubleshooting.
- Trained new hires on systems, processes and daily duties.
Help Desk Analyst II
WellPoint, Anthem Blue Cross
02.2020 - 05.2023
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with Production Operations to resolve escalated incidents as needed.
Help Desk Analyst I
Anthem
09.2015 - 01.2020
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
EDI Help Desk Analyst I
Anthem
10.2014 - 09.2015
- Take incoming calls from providers and other business partners regarding questions and issues with Electronic Claims
- Verify if providers are properly set up to file claims electronically
- Open incident tickets for issues reported by providers and other business partners, sending them to the appropriate support team, then contacting client when issue is resolved
- Answer daily correspondence from providers and other business partners.
- Provided basic end-user troubleshooting and desktop support.
Education
HDI Certified Support Center Analyst -
ComputerTraining.com
Richmond, VA04.2008
MCSA - Microsoft Certified Systems Administrator
ComputerTraining.com
Richmond, VA04.2006
MCP - Microsoft Certified Professional
ComputerTraining.com
Richmond, VA01.2006
Skills
- Network troubleshooting
- Service desk team management
- SLA management
- Remote support
- Detailed documentation
- Performance evaluation conduction
- Ticket tracking
- Report analysis
Timeline
Help Desk Manager
UST Global
04.2025 - Current
Senior Help Desk Analyst
Elevance Health (Anthem)
06.2023 - 03.2025
Help Desk Analyst II
WellPoint, Anthem Blue Cross
02.2020 - 05.2023
Help Desk Analyst I
Anthem
09.2015 - 01.2020
EDI Help Desk Analyst I
Anthem
10.2014 - 09.2015
MCSA - Microsoft Certified Systems Administrator
ComputerTraining.com
MCP - Microsoft Certified Professional
ComputerTraining.com
HDI Certified Support Center Analyst -
ComputerTraining.com