MARILYNN BAKER

Apple Valley, MN 205-***-**** adiop3@r.postjobfree.com

PROFESSIONAL SUMMARY:

An experienced and passionate technical professional seeking to utilize my skills and expertise to resolve complex IT issues and improve network efficiency. With over 15 years of experience in IT industry partnering with cross functional teams in diverse spaces.

SKILLS & ABILITIES:

15 years of experience in the repair, installation, setup, maintenance, upgrade of workstations, laptops, modems, access points, printers.

10 years of managing, training, monitoring teams of Level 1 and Level 2 technicians for various projects in North American

15 years of customer service experience in a time critical and fast-paced environment with an excellent record of successful resolutions and customer appreciation.

Strong knowledge of Win7 and Windows 10.

Microsoft Word, Excel, and PowerPoint literate.

Self-motivated, adapt easily, fast learner, work well with others, and unsupervised.

WORK HISTORY:

System Support Technician – Minneapolis, MN (MSP Airport) 04/2016-05/2020

ServiceTec International Inc. Reston, VA

Troubleshoot, supported, repaired, and configured PC’s, servers, peripherals, RFID (barcode) scanners, self-check in kiosk stations and APC Kiosk for different airlines and airports across the US and Canada.

ServiceNow help desk/service desk ticketing management software, remote tools RDP/Bomgar.

Sets up, install, and image workstations, laptops using SCCM and Kace software for Windows 7 and Windows 10

Managed asset inventory worked with third party vendor for repair of equipment.

Participates in the training of new staff, casual employees.

Temporary Service Desk Lead 10/2016-03/2017

Supervised and responsible for all aspects of performance for a team of 3 employees.

Prepares documentation on Service Desk procedures and ensures that it is up to date.

Remote tool used Bomgar and Remote Desktop.

Alabama Gas Co. - IT Client Support – Birmingham, AL 12/2014-4/2016

Help desk support for Alabama Gas Company employees. Using Sys Aid/service desk ticketing management software. Dameware and remote desktop tools, and user of Active Directory. Supporting Windows 7 desktop, laptops and help with managing IT inventory and assets.

IBM - Level 2 End User System Support for AT&T – Birmingham, AL 05/2011-04/2014

End user support to 2,000 AT&T employees in the city of Birmingham area and 600 for the state of Alabama. Support software of AT&T by remote using IBM Remote software GUI (that includes Dameware, Bomgar and RDP tools), and use of Active Directory also providing onsite support. Migration of 1000 pcs from Windows XP to Windows 7 by SCCM. Supporting desktop and laptops.

System Support Technician – Los Angeles, CA (LAX Airport) 01/1999-06/2009

ServiceTec International Inc. Reston, VA

Troubleshoot, supported, repaired, and configured PC’s, servers, peripherals, RFID (bar code) scanners and BR Systems for different airlines and airports across the US and Canada. Maintained the network system and provided end user support to airport agents. Managed inventory and shipping equipment for major repairs.

Special Project Team Lead

Supervised and was responsible for all aspects of performance for a team of employees. Monitored the deployment and rollout of 200 servers imaged with Windows 2000 for a network upgrade of over 10,000 desktop PCs for a major Airline system from NT4 to Win 2K.

EDUCATION:

Computer Learning Center Los Angeles, CA

Major: Computer Electronics and Technology

CERTIFICATION:

IT Security: Defense Against the Digital Dark Arts – Certificate Google, MN

Government Security-Level CJIS

(Criminal Justice Information System) Certificate St. Paul, MN

ITIL Foundation - Certificate Bloomington, MN

RECOGNTIONS:

Certificate of Appreciation Initiative Award

Destiny Christian Church Burnsville, MN

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