It Support Service Desk

Chris Baxter

Respected & Experienced IT Professional

**** * **** *****, *****, US, 74135 / 918-***-**** / ******.******@*****.***

Professional summary IT Professional with over 20 years of extensive expertise in service desk

management, customer service, and technical oversight. Demonstrates exceptional leadership and problem resolution skills, effectively guiding large teams to enhance customer satisfaction and retention. Passionate about driving process improvements and leveraging technical support and network administration skills to optimize service quality and operational efficiency.

Employment history

JUL 2024 - OCT 2024 Technically Support, Xcel Tek

TULSA, OK

Provide remote IT support to diverse clients, ensuring efficient resolution of technical issues.

Manage account and domain support, maintaining seamless client operations.

Handle inbound and outbound communication, delivering prompt email support.

Utilize ConnectWise and 3CX software to streamline support processes.

Provide comprehensive remote IT support, managing diverse client issues, account and domain administration, and proficiently utilizing ConnectWise and 3CX platforms.

Efficiently handle inbound and outbound calls, along with email support, ensuring swift resolution of technical issues and maintaining high client satisfaction levels.

Develop and implement creative solutions for complex IT challenges, continuously improving support processes and enhancing overall service quality.

Foster strong relationships with clients and team members, facilitating seamless communication and knowledge sharing to address technical issues effectively.

Meticulously document and track support tickets, ensuring accurate problem diagnosis and resolution, while maintaining a comprehensive knowledge base for future reference.

Streamline remote IT support processes, leveraging ConnectWise and 3CX platforms to enhance efficiency and client satisfaction.

APR 2018 - AUG 2022 IT Support Specialist, Clear Edge Filtration Group

TULSA, OK • Work on hardware deployments for new hires and system upgrades.

•Managed support and account setups for Mobile devices (iOS and Android) both in the US and Canada.

•Managed Windows Active Directory with Microsoft Azure for more than 2000 clients.

•Supported and managed an account is Microsoft Office365.

•Managed Single Sign On within a Microsoft Azure AD.

•Managed and built a Server in the Azure environment.

•Managed data recovery for desktops and servers.

•Provided both on-site and remote support for more than 2000 clients worldwide.

•Documented Processes for IT support for Clear Edge.

•Managing multiple sites in the ServiceNow ticketing system and the Asset tracking of IT assets.

•Managed imaging process for laptops and desktops in a corporate environment.

•Worked as an SME for Sophos Antivirus for multiple sites within the Clear Edge Parent Network.

NOV 2017 - APR 2018 Desktop Technician, GDH Consultants (Contracts)

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

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

•Worked with many HIPAA and Medical systems, including RIS/PACS.

•Worked with remote clients to support Corporate ISP access.

•Managed remote client VPN access.

• Troubleshoot networking access issues for remote clients.

JUL 2017 - OCT 2017

SARASOTA, FL

Customer Service Rep, CLARE CONTROLS

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

•Manage remote programming and configuration of home automation and security systems.

•Managing support tickets and client accounts in Salesforce.

MAY 2016 - JUL 2017

SARASOTA, FL

Service Desk Associate, WALMART NEIGHBORHOOD MARKET

•Oversee all aspects of client service support, including finance transactions, 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.

AUG 2015 - MAY 2016

TULSA, OK

Hardware Refresh Technician, TEKsystems (Contracts)

•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.

JUL 2014 - JUL 2015

TULSA, OK

Desktop Technician, IBM

•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.

2011 - 2013 DURHAM, NC

Assistant Manager, IT – Service Desk, DUKE CLINICAL RESEARCH INSTITUTE

•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.

2004 - 2011 RESTON, VA

Business Support Services Analyst 1/ Customer Engineer Manager, UNISYS CORP

•Served as Line Manager, overseeing 35 members of the Service Desk and Customer Engineer teams 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 the success of a dedicated 26-member Desktop team delivering unrivaled support to the Executive Office of the President of the United States of America.

Courses

Managing at Duke University, Microsoft Project 2007, Business Process Improvement, Microsoft Office 365

Managing Microsoft Teams, Microsoft Windows Server 2016

Technology Summery

SAAP Client setup and configuration

Oracle Client setup and configuration

Azure Active Directory

Microsoft Office 365

Microsoft Team Management

Service Now

Microsoft Exchange

Microsoft SQL

Windows 10 and 11

Connect Wise

Datto

Sophos Administrator

Skills

Leadership

Team Building

Process Improvement

Quality Control

Analytical Acumen

Incident Management

Project Management

Communications

Technical Support

Network Administration

Interpersonal Skills

Problem Resolution

Access Management

Additional information

Certifications

STI Knowledge Certified Team Lead

MCP

Six Sigma/Lean White Belt

A+ Certified Technician

MCDST

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