Andy Barnes

Associate Partner

Roydon, England, United Kingdom29 yrs 10 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven leadership in managing technical support teams.
Expert in documentation and process improvement.
Strong background in customer service and system administration.

Stackforce AI infers this person is a SaaS expert with a strong focus on technical support and system administration.

Contact

Skills

Core Skills

LeadershipManagementCustomer ServiceTechnical SupportDocumentationSystem Administration

Other Skills

MentoringCoachingSupport DeliveryGitHubProcess Flow DocumentationNetworkingTechnical DocumentationLinuxSolarisNovell NetwareMS-DOSWindows NTSCO UnixCitrixWindows 95

About

Experienced Support Engineer with a passion for documentation and a history of working in the computer software industry. Especially skilled in Mentoring, Documentation, Linux, Shell Scripting, System Administration, Git and Markdown. Strong information technology professional studying for a Bachelor’s Degree focused in software engineering, BSc (Honours) Computing and IT, with The Open University.

Experience

29 yrs 10 mos

Total Experience

3 yrs 8 mos

Average Tenure

6 yrs 1 mo

Current Experience

Github

4 roles

Senior Manager

Promoted

Sep 2024 – Present · 1 yr 8 mos

LeadershipManagementMentoringCoachingSupport Delivery

Senior Premium Support Engineer

Mar 2022 – Present · 4 yrs 2 mos

Customer service and support delivery for GitHub products and associated underlying technologies
Close collaboration between support, engineering and sales teams to service customer needs
Interviewing, mentoring and on-boarding
GitHub.com
GitHub Enterprise Server
Internal and external documentation improvements
Process improvements and problem solving
Mentoring
Code Security
Code Scanning
Dependency Graph
Dependabot
Git
LDAP/SAML/SSO
Debian
Ubuntu
AWS
Azure
Mac
Windows

Customer ServiceGitHubMentoringTechnical SupportDocumentation

Premium Support Engineer

Jun 2021 – Feb 2022 · 8 mos

Customer service and support delivery for GitHub products and associated underlying technologies
Close collaboration between support, engineering and sales teams to service customer needs
Interviewing, mentoring and on-boarding
GitHub AE
GitHub.com
GitHub Enterprise Server
Internal and external documentation improvements
Process improvements and problem solving
Code Security
Code Scanning
Dependency Graph
Dependabot
Git
LDAP/SAML/SSO
Debian
AWS
Azure
Mac
Windows

Customer ServiceGitHubTechnical SupportDocumentation

Enterprise Support Engineer

Feb 2020 – May 2021 · 1 yr 3 mos

Customer service and support delivery for GitHub products and associated underlying technologies
Close collaboration between support, engineering and sales teams to service customer needs
Mentoring and on-boarding
GitHub.com
GitHub Enterprise Server
Internal and external documentation improvements
Process improvements and problem solving
Code Security
Code Scanning
Dependency Graph
Dependabot
LDAP/SAML/SSO
Debian
AWS
Mac
Windows

Customer ServiceGitHubDocumentationTechnical Support

Neontribe

Senior System Administrator

Aug 2012 – Feb 2020 · 7 yrs 6 mos · Norwich, United Kingdom

Customer service and support delivery for internal staff and external customers
Infrastructure Management
Process writing for all our support paths and documentation of internal systems and customer hosting
Close collaboration between support, developers and customers
Disaster recovery
Ubuntu
Debian
Docker
Red Hat
Centos
Virtualmin
Python
Bash
Backups
System Administration
Networking
VMWare
Virtualbox
KVM
Deployment
Hosting
LibreOffice
OwnCloud & NextCloud
FreeNAS
Mac
Windows

Customer ServiceProcess Flow DocumentationDocumentationMentoringSystem Administration

2e2

Unix Team Leader

Nov 2010 – Jul 2012 · 1 yr 8 mos · Milton Keynes, United Kingdom

Leadership and management of internal team, providing career and technical guidance
Customer service and problem solving for a variety of customers relying on our expertise to provide back-line support for their staff
Process and technical documentation
Sun Solaris 9
Sun Solaris 10
Oracle Solaris 11
Python Scripting
Bash Scripting
T.U.P.E from Phoenix to 2e2

Customer ServiceLeadershipProcess Flow DocumentationTechnical DocumentationSystem Administration

Phoenix (it infrastructure services)

Unix System Administrator

Jan 2002 – Oct 2010 · 8 yrs 9 mos · Northampton, United Kingdom

Customer service and support delivery for internal staff and external customers
Documentation improvements
Process writing for all our support paths
Problem solving
Sun Solaris 9
Sun Solaris 10
Red Hat Enterprise Linux
Suse Enterprise Linux
Microsoft Windows 2000
Microsoft Windows XP
Microsoft Windows Server 2003
Microsoft Exchange 2000
Microsoft Exchange 2003
Microsoft Office 2000
Microsoft Office 2003

Customer ServiceSystem AdministrationLinuxSolarisDocumentation

Computerland uk ltd

Outsourcing Cover Engineer

Jan 1999 – Oct 2001 · 2 yrs 9 mos · Northampton, United Kingdom

Providing emergency cover for our outsourced staff from London to Leeds
Problem solving
Customer service
Collaboration with remote staff to ensure that I understood their customers needs when they were unavailable
Documentation
Microsoft Windows NT4
Microsoft Windows 2000
Microsoft Windows XP
Microsoft Office 2000
Novell Netware 5
DOS
VBScript

Customer ServiceNovell NetwareMS-DOSWindows NTTechnical Support

Telecom supply line ltd

System Administrator

Jun 1997 – Oct 1998 · 1 yr 4 mos · Peterborough, United Kingdom

Customer service and support delivery for internal staff
Process writing for all our support paths
Documentation of internal infrastructure
Disaster recovery and problem solving
Citrix WinFrame
Microsoft Windows NT 3.51
Microsoft Windows NT 4
Microsoft Windows XP
Microsoft DOS 6.1
SCO UNIX

System AdministrationDocumentationSCO UnixCitrixWindows NT

Orchid data systems

Trainee Software Developer

Jan 1997 – Jun 1997 · 5 mos · Corby, Northampton, United Kingdom

Learning and collaboration with the Lead Developer to understand the product architecture
QA and communication with our customers to understand their needs better and help improve the product
Documentation and administration
Borland Delphi
Microsoft Windows 95
Microsoft Office 97

Windows 95DocumentationMicrosoft OfficeBorland Delphi

Kingsbury group plc

Helpdesk Operator

Sep 1995 – Jan 1997 · 1 yr 4 mos · Northampton, United Kingdom

Customer service and support delivery
First line support for internal staff from the operating system and office applications to bespoke internal tools
Hardware support
Microsoft Windows NT 3.51
Microsoft Windows 95
Microsoft Windows for Workgroups 3.11
Microsoft Office 95
Microsoft DOS 6.1

Customer ServiceMS-DOSWindows NTTechnical SupportMicrosoft Office