Information Technology Project Management
Resume:
Brian R. Baker
Rocky Mount, NC *7804
984-***-**** (mobile)
************@*****.***
SUMMARY OF QUALIFICATIONS
Background with Leadership of Infrastructure Services Support & networking experiences in a technical environment. Proven ability working within diverse groups & corporations, providing Organized, enthusiastic, & motivated professional, with strong Information Technology Infrastructure Services, Project Management, Hardware & Software Support. Over 25 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+) Cisco AnyConnect, (3+) Cisco WebEx (5+) RSA SecureID (4+), MobileIron (1+), IBM 3270 (2+) Citrix Director (3+) Citrix Workspace (2+) AppSense (2+) Window Remote Desktop (5+)
Sage Group/State of NC Dept. of IT
Field Services Technician/Desktop Support Greenville, NC – 03/2025-Present
Provides troubleshooting and technical support for customer issues via email and in-person contact, for most IT-related issues, including internal network issues.
Actively seeks solutions guiding clients through corrective steps ensuring consistent customer service.
Maintains clear documentation through web-based ticketing system (ServiceNow) and other documentation tools such as SharePoint.
Assist with preparation and deployment for replacement PCs by imaging them, and for warranty repair with various equipment vendors, including Dell, HP, Lenovo, Xerox, etc.
Assist with internal operations by identifying issues and providing innovative solutions for team implementation.
MAJOR ACCOMPLISHMENT: Participated in Network Switch Conversion Project, where we have replaced ALL old Cisco Switches with new/upgraded models.
NTT Data/ThermoFisher Scientific
Field Services Technician/Desktop Support Greenville, NC – 02/2022-03/025
Provides troubleshooting and technical support for customer issues via email and in-person contact, for most IT-related issues, including internal network issues.
Actively seeks solutions guiding clients through corrective steps ensuring consistent customer service.
Maintains clear documentation through web-based ticketing system (ServiceNow) and other documentation tools such as SharePoint.
Assist with preparation and deployment for replacement PCs by imaging them, and for warranty repair with various equipment vendors, including Dell, HP, Lenovo, Xerox, etc.
Assist with internal operations by identifying issues and providing innovative solutions for team implementation.
MAJOR ACCOMPLISHMENT: Participated in Network Switch Conversion Project, where we have replaced ALL old Cisco Switches with new/upgraded models.
HealthStream/ShiftWizard
Application Support Specialist Morrisville, NC – 11/2020-01/2022
Provides troubleshooting and technical support to customer issues via phone, web-based tools, and email, including in office coverage.
Actively seeks solutions guiding clients through corrective steps ensuring consistent customer service.
Maintains clear documentation through web-based ticketing system and other documentation tools.
Analyzes call reports and identifies trends.
Able to check and monitor service availability of application.
Improves systems by identifying issues, and providing innovative solutions, including product development suggestions.
Provides after hours/weekend coverage based on rotation.
MAJOR ACCOMPLISHMENT: Participated in several system-wide remote Software release upgrade deployments; to be sure, 3 were done during my tenure here.
Modis/Adecco for BB&T now Truist Bank
Help Desk Support L2 Wilson, NC - 04/2020-11/2020
Provide Help Desk PC and Thin Client Hardware, Software, and peripheral device support for internal users for BB&T and SunTrust Bank. Windows and now basic Mac support provided. Password/Account Admin, MS-Office, and IBM 3270, as well as VPN and WebEx Support.
Provide workarounds and data solutions for same root-cause analysis, and service delivery resolution via Remote Access.
Responsible for ramp-up and implementation of Cisco AnyConnect, RSA Secure ID, and MobileIron install for Apple and Android devices.
Provides incremental Floor Support for teammates and associates when needed.
MAJOR ACCOMPLISHMENT: Participated in initial joint-support efforts during BB&T/SunTrust Merger.
Yardi Systems
Associate Technical Account Manager Raleigh, NC - 04/2017-02/2020
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 firsthand 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.
MAJOR ACCOMPLISHMENT: Participated in several new-client support ramp-ups, where we acted as the new customer’s internal Help Desk, until their own in-house teams were properly acclimated.
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 oversee escalations, SQL queries and fixes, and various other forms of application issues.
Assisted with reported metrics using Crystal Reports.
MAJOR ACCOMPLISHMENT: When Promoted to Tier 3, I was privileged with being able to bypass being promoted to Level 2; instead, being placed directly into Tier 3.
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 PeopleSoft 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
Research information in the Internal Databases for complex helpdesk support issues.
MAJOR ACCOMPLISHMENT: Able to begin taking Level 2 calls after just 2 months on assignment.
Kodak Service & Support
Software Support Analyst/Team Lead – Consumer Advocate 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 call, steps taken during triage & repair process are kept through PDSC & Vantiv tracking tools.
Updated Internal web-based tools such as K-Now & other Kodak/Qualex resources utilized in achieving resolution of varied & often complex issues.
MAJOR ACCOMPLISHMENT: When Promoted to Tier 2, I was eventually promoted to leadership within Level 2 Team, as Consumer Advocate; a liaison position that served our 3 Largest Clients, CVS, Wal-Mart/Sam’s Club, & Target, becoming the top non-executive point of contact for Kodak Service & Support.
Education:
Virginia Commonwealth University 1994-1997 (Incomplete Due to Family Illness)
BA., Political Science
Passaic County College 1990-1992
Majored in Business Management
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