Infrastructure Engineer Desktop Support
Resume:
MATTHEW (MATT) BAKER
**** ****** ****** **. * Spring, Texas 77373 ˑ 469-***-**** ˑ **********@*****.*** SUMMARY
Multi-award winning Infrastructure Engineer and COE Model champion with 25+ years of increasing responsibility and technical expertise across a wide range of hardware and operating systems from DOS 6.2 – Windows 10. Adept at planning and managing the rollout of large-scale enterprise system upgrades to 300,000+ end users. A dedicated problem solver who thrives in a high stress environment and remains calm under pressure.
SELECT ACCOMPLISHMENTS
Planned and delivered the successful rollout of Windows 10 to 255,000 PCs
Designed a process using WSUS to deliver BIOS updates to 255,000 PCs
Enhanced HP desktop support functionality via SCCM implementation
Saved HP $10MM on hardware procurement using the COE Model
Conceived, championed and implemented an industry-first COE solution for EDS SPECIALIZED TRAINING
MCSE
CTIA A+
ITIL
EXPERTISE
Technical Acumen
Infrastructure Support
Hardware Architecture
Security Architecture
Enterprise OS Deployment
COE Model Development
COE Implementation
PC/Laptop Imaging
Cloud/Mobile Services
Application Delivery
3rd Tier Support
System/Application Expertise
Windows OS Systems
SCCM
Radia
WSUS
EXPERIENCE
ES DXC TECHNOLOGIES (FORMERLY HEWLETT-PACKARD), HOUSTON, TX 2008 – PRESENT Infrastructure Engineer II (2011 – 2017) Infrastructure Engineer (2008 – 2011)
• Established and managed the Consistent Office Environment (COE) for over 300,000 PCs
• Built a process using WSUS to deploy BIOS to 255,000 desktops/laptops
• Worked with management to ensure high quality hardware available at lowest price to HP employees
• Used MS WSUS to push driver and BIOS updates reducing helpdesk and security issues by 20%
• Implemented an automated imaging process allowing users to setup systems without helpdesk support
• Managed the end-user experience using SCCM, Radia and WSUS
• Operated as 3rd level support for OS, application and hardware issues within HP IT for end-user devices
• Designed, tested, and implemented new service offerings
• Designed, tested, and implemented for the internal move to mobile cloud based architecture
• Coordinated with internal teams throughout HP to diagnose and resolve IT issues ELECTRONIC DATA SYSTEMS, (EDS), PLANO, TX 1997 – 2008 COE Model Office Manager (1999 - 2008)
• Created and implemented an industry-first COE model office o Successfully proved the enhanced security and efficiency of the COE platform o Lead to the corporate-wide COE implementation
• Researched/implemented measures to harden the COE desktop images balancing security and functionality
• Tested and integrated security measures into COE desktop offerings
• Managed the daily output of the COE Model Office
• Designed and implemented imaging technologies reducing desktop support times by over 300%
2 Matt Baker
• Ensured timely refresh of COE desktop images
• Performed monthly testing and deployment of desktop security patches
• Analyzed and assessed PC offerings for risk and security vulnerabilities
• Developed and implemented security guidance to mitigate risk to EDS
• Liaised with Field Services and support engineers to gather feedback for COE image improvement, root cause analysis of issues and integration of problem resolutions Field Services Technician (1997 - 1998)
• Installed, moved, added, and changed desktop computers in the EDS environment
• Created images for use in EDS desktop environment COMPUSA, DALLAS, TX 1992 – 1997
Assistant Tech Manager
• Trained and led a team of 10+ bench techs performing system assembly, diagnosis and repair
• Trained techs in customer service/end-user engagement techniques ensuring positive customer experience
• Oversaw the day-to-day operations of the in-store technical support/service team EDUCATION
Computer Science Studies, 1989 - 1991
Southern Polytechnic State University, Marietta, GA Additional Information and Excellent Professional References Available Upon Request
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