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Elizabeth Barnes

@elizabethbarnes1

Senior IT Manager at Major Services, Inc. who improved ticket resolution by 25% and customer satisfaction from 80% to 93%.

United States

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At Major Services, Inc. - Sewerage & Water Board of New Orleans, I led enterprise application support and technical delivery across HR, payroll, finance, and business operations. I held a key leadership role in the Dayforce HCM implementation, supporting requirements, integrations, data conversion, UAT, go-live, and hypercare.

I coached an eight-person application support team and coordinated major incidents, vendor escalations, and service improvements. Our work improved ticket resolution efficiency by 25% and increased customer satisfaction from 80% to 93%.

At NOAA - Stennis Space Center, I managed IT asset lifecycle and service desk operations supporting approximately 1,200 users. I supervised support personnel and coordinated technology rollouts, training, inventory, and audit readiness.

Earlier, I supervised technical support teams at SPAWAR / U.S. Department of Defense and coordinated disaster-response work at SAIC / FEMA. At MARFORCYBER / U.S. Marine Corps, I delivered technical support and training, created job aids, and contributed to Microsoft 365 migration and modernization activities.

Experience

Work history, roles, and key accomplishments

Application Support Supervisor / Technical Project Manager

Major Services, Inc. - Sewerage & Water Board of New Orleans

Dec 2020 - May 2026 (5 years 5 months)

Led enterprise application support and technical delivery for a public utility, including Dayforce HCM implementation and Microsoft Dynamics GP administration. Coached an eight-person team and improved ticket resolution efficiency by 25% and customer satisfaction from 80% to 93%.

Dayforce Microsoft GP SQL ServiceNow Jira Confluence Incident Management Problem Management SLA KPI Management Vendor Management UAT Data Conversion Root Cause Analysis Team Leadership

IT Asset Manager & Help Desk Supervisor

NOAA - Stennis Space Center

Sep 2015 - Aug 2020 (4 years 11 months)

Managed IT asset lifecycle and service desk operations for approximately 1,200 users in a federal environment. Supervised support personnel, maintained asset records, and coordinated technology rollouts and training.

IT Asset Management Service Desk Management Inventory Management Vendor Management Compliance Audit Readiness CMMS Team Leadership

SME Tier 2/3 Help Desk / Supervisor

SPAWAR / U.S. Department of Defense

Jan 2012 - Dec 2015 (3 years 11 months)

Supervised a 22-person technical support team serving mission-critical users and enterprise IT services. Managed escalations, ticket quality, SLA performance, and coordination with engineering and infrastructure teams.

Active Directory Windows Server Microsoft Technologies Identity Management SLA Management Escalation Management Technical Training

Project Coordinator

SAIC / FEMA

Feb 2012 - Aug 2014 (2 years 6 months)

Coordinated high-tempo disaster-response work, supervising approximately 15 personnel and tracking schedules, documentation, compliance, issues, and field deliverables.

Project Coordination Disaster Response Team Supervision Documentation Compliance

Help Desk Lead Assistant / Technical Trainer

MARFORCYBER / U.S. Marine Corps

Nov 2000 - Aug 2012 (11 years 9 months)

Delivered enterprise technical support, user onboarding, troubleshooting, training, and documentation. Contributed to Microsoft 365 migration and helped expand the Help Desk from approximately 5 to more than 35 personnel.

Technical Support User Training Documentation Microsoft 365 Service Delivery Team Expansion