John T. Baxter

***** ******** *****

Charlotte, NC 28278

215-***-****

ac6mva@r.postjobfree.com

PROFESSIONAL PROFILE

15+ Years Help Desk Management Vendor Management

IBM Terminal Emulator Telnet

MAAS360 MS Smart Derploy

FOG Imaging Android and IOS

IT Operations Project Management

Software & Hardware Deployment Customer Service

24/7/365 Hire-Train-Mentor

Metrics Reporting Help Desk Start Up

Product Research & Recommendation Deploy Cost Effective Solutions

EDUCATION

Computer-Aid Institute Wilmington, DE

C.H.I. Institute Southampton, PA

Hatboro-Horsham H.S. PA

CAREER DEVELOPMENT

Univest Corporation of Pennsylvania, Souderton, PA 2010-Present

Help Desk Coordinator

Management of help desk for all corporate banking locations ensuring workflow is maintained and SLA’s are met or exceeded

Support all core banking applications including telephone and deskside support

AS400 and Active Directory account management

Tracking reporting and improvement programs for helpdesk metrics

Research, Selection and Management of Service and Product vendors

Project Management of site builds and product deployments

Pearson VUE, Bala Cynwyd, PA 2006-2010

Technical Help Desk Manager

Management of 24/7/365 global help desk

Supervision and training of 12-20 level II and III technical analysts

Exceeded KPI by reduction of speed to answer from 90 to 6.5 seconds

Reduced call abandon rate from 11% to 3.5%

Analyze performance standard and implement growth and change strategies

Team management, mentoring and career development

Computer Aid, Inc. Wilmington DE 2002-2006

Service Delivery Leader (Merck & Co., Inc.)

Design and deliver level II help desk for pharmaceutical company supporting field sales

Analysis of call trends and strategy development

Supervision and training of 6 level II and III technical analysts

Manage daily helpdesk activity and workflow

Hardware specialist serving as escalation point for laptops and peripherals

Development and training of new hires including as-needed support and retraining of existing staff for new product deployments

Dentronix, Inc. Ivyland, PA 1984-2002

Research and Development/Plant Manager

Plant manager for leading medical instrument manufacturing company

Develop production standards for ISO certification

Technical support for field and inside sales staff

Design medical instruments for orthodontic applications

Hiring, training and management of all production personnel

MEMBERSHIPS AWARDS AND ACKNOWLEDGEMENTS

Loch Rannoch Pipes & Drums – Flourish Tenor Drum

HDI – Bronze Member

Change Control Board – Voting Member – Pearson VUE

Bucks County Karate

CERTIFICATIONS

Six Sigma – Yellow Belt

Project Management – Microsoft Project 2003

Purchasing I & II St. Joseph University

TECHNOLOGY

Microsoft Office Suite

Microsoft Operating Systems Windows 7,8, 10

Server 2012

Active Directory

AS400

Jack Henry Banking

Cognos

ActiveSync

Altirs

VPN Technology

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