Help Desk Plant Manager
Resume:
John T. Baxter
Charlotte, NC 28278
**********@*****.***
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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