Rolston Barnes

Provide IT support for logistics operations, ensuring smooth functioning of shipment tracking and operational systems.
• Monitor and maintain Service Level Agreements (SLAs) to ensure timely resolution of technical issues.
• Coordinate with internal teams and external vendors to resolve IT incidents and minimize operational disruptions.
• Manage user access, troubleshooting, and system support for operational staff.
• Maintain logistics software and tracking systems used by the operations team.
• Deliver training to employees on IT tools and operational systems.
• Ensure system security and data integrity across operational platforms.

• Managed IT operations for 30 restaurant branches across three Emirates in the UAE, including end-user support, POS systems, network infrastructure, security, and business-critical applications.
• Managed a team of 6 IT technicians.
• Implemented a centralized service desk and ticketing system including asset and inventory management.
• Led IT projects including POS centralization, firewall deployment, fingerprint attendance systems, and CCTV monitoring.
• Developed a knowledge base and skillset matrix to improve ticket resolution efficiency.
• Provided 24/7 escalation support for critical IT issues.
• Implemented security measures within POS systems to prevent invoice and data manipulation.
• Managed the transition to a new ERP system across all branches with minimal operational disruption.

• Managed client relationships and IT solution proposals for enterprise customers.
• Delivered product presentations and prepared technical proposals.
• Generated sales reports and market trend analysis using Zoho CRM and Microsoft tools.
• Monitored hardware/software delivery and license renewals.

• Supported operations across multiple branch locations in Abu Dhabi, Dubai, and Sharjah while delivering IT infrastructure and managed services to various small, large and enterprise clients.
• Served as the primary IT liaison between Dubai RTA, Belhasa Six Construct, and Scientechnic for the Dubai Water Canal Project.
• Coordinated stakeholder communications, project requirements, and IT service delivery to support project objectives.
• Managed service desk operations consiting of three departments (Systems / Networks / CCTV & Cabling) supporting enterprise customers.
• Coordinated engineers and technicians to deliver IT projects on schedule.
• Introduced ticketing systems and service review meetings to improve issue resolution.
• Managed asset tracking, RMA processes, and equipment lifecycle management.
• Maintained strong relationships with stakeholders and government clients.

• Delivered 24/7 IT service support for outsourced telecommunications projects serving clients in Australia and the United Kingdom, maintaining 99.9% system and service availability in line with SLA commitments.
• Managed Access Management and incident management departments supporting telecom clients.
• Led a team of Service Desk Analysts, Supervisors, and Operations staff.
• Ensured SLA compliance and incident resolution.
• Coordinated with business stakeholders to prioritize IT incidents.
• Participated in Change Advisory Board (CAB) meetings.

• Provided technical support for a WANADOO - an ISO brand in the United Kingdom.
• Handled inbound customer calls and provided answers to queries.
• Utilizing software, databases, scripts, and tools appropriately.