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Desktop Support Manager

Rocky Mount, NC
March 24, 2020

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Brian R. Baker

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

Rocky Mount, NC *7804

984-***-**** (mobile)

252-***-**** (home)


Background with Leadership of Infrastructure Services Support & networking experiences in a technical environment. Proven ability to work within diverse groups & corporations, providing Organized, enthusiastic, & motivated professional, with strong Information Technology Infrastructure Services, Project Management, Hardware & Software Support. Over 20 years of providing Team Leadership & supporting various applications in Windows-based environments.

Technical Skills: Proficient in the following: Active Directory(8+years), Server 2012, 2016,(3+) Windows 10 (5+years) Networking (4+years) TCP/IP(6+ years) WLAN(6+years) Office 2003, 2007,2010,2013,2016,365,(8+ years) Cisco VOIP Phones(6)SCCM(+2) Window Server 2008, 2012 R2,2016,(5+)Networking(8+years).NET(2+year) Citrix(5+ years) Oracle(3+) SAP(3+ ) VMware Workstation (4+) CA Service Desk (3+) SQL(3+) VDI(3+) Novell(3+)Unix(2+year)PeopleSoft (3+)SharePoint(2+)Apache Servers(2+) ERP Applications Sap(2+) (5+)VPN(5+ years)Crystal Reports(2+ years) Windows 7(8+) Webex(5+) MS Exchange Server(5+) BMC Remedy(5+years) SCCM(2+)XenApp Server (3+)Mac OSX(2+ year) Windows 7,8,10,(8+)HTML( 6+)Xen Desktop(5+)MS Project 2013,2016(4+) Lan Sweeper(4+) Smartsheet (4+) Wireshark(3+) Cisco UCS(3+) Go to Meeting (3+) Zoom(2+) CRM(2+)Microsoft Dynamics(3+)ITILv3(4+) McAfee EPO(3+)Polycom(5+)Cisco Team Viewer(3+) Zoom(2+)SOP(5+) Lync(3+)PowerShell(2+) Norton(3+) MS Exchange(6+)

Yardi Systems

Associate Technical Account Manager Raleigh, NC - 04/2017-Present

Front-line Help Desk for newly created accounts during their go-live sessions supporting such applications as Yardi Voyager, Rent Café CRM, and Rent Café Site Manager.

Examines e-mail service requests and then performs research and provides timely solutions or hands-on guidance to customers.

Provide workarounds and data solutions for same root-cause analysis, and service delivery resolution.

Responsible for ramp-up and implementation of NEW Rent Café/Rent Café CRM installs.

CenterEdge Software

Tier 3 Support/Account Manager Roxboro, NC - 01/ 2015 - 04/2017

Inbound and outbound support analyst provided front-line Application and Level 1-1.5 hardware & Windows Support. Windows 10, 8.1 & 7 OS-based application.

Remote Troubleshooting via TeamViewer handle, software installs, application break-fix, and bug reporting.

Provided Account Management for one of our largest individual accounts.

Promoted to Tier-3 to handle escalations, SQL queries and fixes, and various other forms of application issues.

Assisted with reported metrics using Crystal Reports.

HCL Technologies Inc

IT Desktop Support II Cary, NC 04/2014 – 01/2015

Responded to global inbound calls from internal customer that are technically related to active directory password request, resets and unlocked account in Active Directory, working in Windows 2008R2 server platform. Supported over 500+ users via email, phone, web-tickets for computer related issues

Reset passwords and provided administrative right for end-users using Sap and People-soft payroll systems for reporting purposes. Worked with SharePoint server uploading documents and editing documents created folder and directories for employees. Supported HR payroll Peoplesoft, SAP Oracle admin applications via remotely and telephone support

Troubleshoot web and email support tickets through Remedy ticketing system on a windows platform configured, TCP/IP, DNS, DHCP, LAN and basic network connectivity and mapping printer network drives

Supported various ERP applications with Oracle, Peoplesoft Suite, SAP, for end-users provide IT support for individual desktops, laptops, handheld RF scanners and printers.

Troubleshooting and used remotely management tools such as Webex and RDP tool access to help troubleshoot missing applications and install service patches and software upgrades

Configure install lotus notes new user accounts through the Lotus Notes Domino Server reset account password, email archiving and replication.

Created wireless VPN accounts using Check point Firewall Software internal customers. Provided access and activation for Secure ID/ RSA token users for VPN support AS400 I-series for resetting password SAMS mainframe applications for reporting purposes.

Research information in the Internal Databases for complex helpdesk support issues.

Kodak Service & Support

Software Support Analyst/Team Lead Durham NC - 07/2007 – 03/2014

Responsible for inbound and outbound troubleshooting calls from/to various retail outlets whose Kodak Photo processing minilabs & Kodak Picture Kiosks support.

Responsible for primary & secondary point of contact assisted with hardware problems, software application issues, maintenance & processing issues that will arise throughout the shift.

Records of each calls, steps were taken during triage & repair process is kept through PDSC & Vantive tracking tools.

Updated Internal web-based tools such as K-Now & other Kodak/Qualex resources are utilized in achieving resolution of varied & often complex issues.

MANPOWER (Contract)

CISCO Systems TAC Support 10/2006 - 03/2009

Triaged & dispatched Technical Support cases for Cisco Systems, Inc. for callers who require assistance with their Cisco gear and/or Network Management components.

Issues will include network down situations, and other issues, such as software licensing, fielded from direct incoming calls, as well as via CISCO Live.

Utilized web-based tools to chat directly with customers who request assistance on-line assistance

Responsible for opening cases for customers supporting Tier 1/II triaged escalated Tier III CISCO engineers, ensuring that the cases are directed correct teams


Virginia Commonwealth University 1994-1997 (In Progress)

BA., Political Science

Passaic County College 1990-1992

Majored in Business Management

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