Service Desk Customer

Chris Baxter

** ***** ***** ***. ****** Haven, FL 918-***-****

LinkedIn ******.******@*****.***

Respected & Experienced Service Desk Manager

A technically sophisticated leader with expertise in all facets of service desk management, customer service, and technical oversight. Skilled in identifying opportunities for improvement, devising impactful solutions, and driving the implementation of significant process improvements. Experienced leader with a proven record of success guiding sizable teams of help desk agents and desktop technicians to effectively resolve issues and enhance customer satisfaction and retention.

Leadership & Team Building

Process Improvement

Quality Control

Analytical Acumen

Incident Management

Project Management

Strong Communications

Technical Support

Problem Resolution

Access Management

Interpersonal Skills

Network Administration

PROFESSIONAL EXPERIENCE

Clear Edge Filtration Group, (Tulsa, OK) 2018 – 2022

Desktop Support Specialist

Work on hardware deployments for new hires and system upgrades.

Manage Windows Active Directory for more than 600 clients.

Provided both on-site and remote support for more than 600 clients worldwide.

GDH Consultants, (Tulsa, OK) 2017 – 2018

Desktop Technician

Worked on a hardware deployment for a major client in the Tulsa, OK area.

Worked with Imaging hardware and work with asset tracking for the client’s IT hardware.

Worked with many HIPA and Medical systems including RIS/PACS.

CLARE CONTROLS, (Sarasota, FL) 2017 – 2017

Customer Service Rep

Provided support to customers with their home automation and security systems.

Manage remote programming and configuration of home automation and security systems

WALMART NEIGHBORHOOD MARKET, (Sarasota, FL) 2016 – 2017

Service Desk Associate

Oversee all aspects of client service support including finance transition for a broad client base with varying demands and timeframes.

Engage clients with professionalism and integrity to swiftly establish their needs and devise optimal means of resolving issues.

Manage financial transaction processing for a range of clients with efficiency and accuracy for optimal client satisfaction.

TEKsystems, (Tulsa, OK) 2015 – 2016

Hardware Refresh Technician

Led technical support operations for 44+ end-users providing high-quality solutions for a range of technical challenges.

Spearheaded data transfer from old to new Dell laptops following BMC Imaging and new laptop deployment.

Enhanced functionality by remapping network drives and refreshing the POS hardware for a cross-functional client base.

IBM, (Tulsa, OK) 2014 – 2015

Desktop Technician

Delivered expert maintenance and support for all Windows 7 and Red Hat v.6 operating systems including troubleshooting and configurations as necessary.

Swiftly responded to the needs of IBM’s internal personnel regarding Lenovo desktops and laptops.

Conceived, built, and deployed multi-faceted systems for implementation by both local and remote personnel.

DUKE CLINICAL RESEARCH INSTITUTE, (Durham, NC) 2011 – 2013

Assistant Manager, IT – Service Desk

Held responsibility for 15 cross-functional service desk personnel charged with DCRI support of 1500 internal staff and 30K internal and external EDC clients.

Recruited, hired, and mentored top-performing staff ensuring the high-quality performance of a world-class service desk organization.

Liaised with various business owners and IT senior leaders to convey service desk achievements, aims, and progress.

UNISYS CORP, (Reston, VA) 2004 – 2011

Business Support Services Analyst 1/ Customer Engineer Manager

Served as Line Manager, overseeing 35 members of the Service Desk and Customer Engineer teams in addition to 5 Customer Engineers delivering support to 1000+ clients under the FDIC contract.

Provided support for the Network Development and Network /Desktop Regression labs within a Windows 2003 AD environment while acting as the FDIC contract’s Network Administrator.

Ensured success of a dedicated 26-member Desktop team delivering unrivaled support to the Executive Office of the President of the United States of America.

VIS. ALIGN, (Bethesda, MD) 2003 – 2004

Desktop Engineer Lead

Directed internal IT Helpdesk in providing support to 500 clients by implementing ITIL best practices in a Windows 2000 AD environment.

Keenly assessed client’s software problems via remote administration software and determined effective resolutions.

Developed and led training in Windows 2000 Professional for both staff and clients in advance of broader corporate goals.

TEKsystems, (Reston, VA) 2002 – 2003

Desktop Technician Level II

Effectively managed the migration of Dell desktops/laptops from Windows 2000 to Windows XP to maximize efficiency and technical capabilities.

Assisted clients’ in receiving new desktops/laptops by transferring varying amounts of data to streamline the transition.

NORTHEAST MEDICAL CENTER, (Concord, NC) 2001 – 2002

PC Technician Level II

Delivered unrivaled support to 3000+ clients utilizing desktops and laptops on a Windows 2000 AD networking environment.

Guided cross-cultural clients in the effective use of wireless Pocket PC and other mobile devices with patience and professionalism.

CAREER NOTES

RHI Consulting, Tier II Desktop/ Server Support Technician

Verizon Wireless, Technical Analyst – Technical Services

Corporate Information Technologies, Field Technical Support Engineer

CompUSA, Inc., Compaq Refurbishment Technician

Baxter PC Upgrades and Repairs, Owner/ Desktop Maintenance Technician DEVELOPMENT

Certifications

STI Knowledge Certified Team Lead MCP Six Sigma/ Lean White Belt

A+ Certified Technician MCDST

Training

Managing, Duke University Microsoft Project 2007

Business Process Improvement Microsoft Office 365

Managing Microsoft Teams Microsoft Windows Server 2016

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