Senior IT Professional with Broad End-User Focus

Johnathan Baker Sr.

*** **** **, **** ********, SC 29169

Home: 803-***-****

**********@*****.***

Who would not want to know Johnathan?

Meet him for yourself!

Johnathan is a driven Senior Level IT professional, adaptable, a team player and flexible. He is an excellent presenter and communicates effectively in a IT environment. He has experience in public and private sectors as well as having worked on multiple teams and in different work environments. His breath of knowledge, experience, skills, and abilities would be an asset to any organization.

Education

Strayer University, Columbia, SC Campus

Associate degree, Computer Information Systems Concentration – Network Engineer

The Citadel, Charleston, SC Campus

Major: History (Attended)

Certifications

Certified Six Sigma White Belt

Dell Support Technician

Tools

Remote/Virtual: Webex, Skype, Team Viewer, and Microsoft Teams.

Operating Systems and Hardware: Windows 8.1, Windows 10, Dell Venue 11 pro, Dell Windows 8.1, Dell OptiPlex 3020 Windows 7, Dell Latitude E7240 Windows 7, Dell XPS tablets both touch and non-touch screen.

Ticketing Systems: Footprints, Remedy, and Service Now.

Software: Zscaler, Azure AD, VOID, Office 365, VPN, Adobe, Asset Management, End User Support, Footprints, Remedy Ticketing System, CB Desk, Zebra Print, Any Connect, Active Directory, Mac Air Print, SOTI, Minecast, and Okta.

Skills: End user support, Server Patching, Okta Admin Support, Network Support Technician, PC Hardware Support, Outlook Admin Support, Zebra Print Support, Active Directory, Any Connect Support, Active Directory, Hardware Installations, Software upgrades, Software updates, Software Refreshes, User configuration, Anti-Virus, Mobile Device Support, SOTI Handheld Scanner/Computer admin support: Forklift and Swing Mobile Support, OSHA Safety, Trainer, Disaster Recovery, First Responder, and Project Team support.

Professional Work Experience

Anywhere Real Estate, Columbia, SC

IT Support Technician (FTE) 10/2023

•Responsibilities and duties are the same as contract to hire Randstad position.

Randstad, Columbia SC

IT Support Engineer (Contract to Hire for Anywhere Real Estate) 6/2023- 10/2023

•Responsible for Troubleshooting and ensuring the operation of various IT systems and software applications.

•IT Support for entire state of South Carolina and North Carolina.

•Local and remote sites travel to provide support (system outages, networking -internet and server, admin support, equipment (company televisions, monitors, & kiosks).

•Act as a trainer of agents on various software and hardware solutions.

•Perform Installs, moves, adds and changes (IMAC) as well as imaging and deployment of computers and laptops.

•Use virtual tools for analyzing and solving user issues.

•Researching and contacting 3rd party tools for any issues that impact company software or hardware to provide end user support.

•Perform Software remediation for company computers, electronic data recovery (EDR) hardware retrieval.

•Administer BYOD (Bring your own mobile and computer device) support for employees, agents (non-employees) and contractors (non-employees) on the company's wireless network.

•Office 365 administration and configuration as needed.

•The ability to provide and administer multiple projects support using ticketing systems.

•The ability to adapt to changing environments, scenarios, and situations.

•Performs as a team activity, team player, collaborate, and the ability to influence without authority.

Harbor Freight Tools, Dillon, SC

IT Systems Administrator, 2021 to current

•Configure, maintain, update, and resolve issues for the system end users in

distribution environment.

•Provide support for over 2,000 plus end users in a distribution center.

•Performed mobile device and handheld computer support (SOTI).

•Partnering with management to ensure production goals are met.

•Support 3.5 million square foot warehouse environment.

•Configure/Troubleshoot desktop issues and applications.

•Assist staff with the installation, configuration, and ongoing usability of

•desktop computers, peripheral equipment, thin clients, and software within

established standards and guidelines.

•Configure/Troubleshoot handheld scanners, access points for the manufacturing distribution warehouse

network.

•Cable/replace any failed hardware for warehouse wireless support mounted at

30 feet and higher utilizing a scissor lift or forklift.

Provide a point of escalation and support to the Technical Infrastructure Group.

•Participate in weekend, night, and alternate shift maintenance activities, as

required.

•Perform general system administration duties in a Windows Active Directory

environment.

•Support, maintain and administer third party applications.

•Produce appropriate documentation for application deployment, configuration, and related processes.

•Participate in disaster recovery planning, testing and response.

•Willing to be flexible as far as work responsibilities and environment.

•Perform routine preventative maintenance on all hardware on a routine and

scheduled basis.

•Perform network troubleshooting to isolate and diagnose common network

problems.

Target Distribution Center, Columbia, SC

Operations Specialist, 2021 to 2021

•Work quickly, safely, and efficiently to handle products within the warehouse and ensure merchandise is accurately processed for the store network and for customers.

•Operate all equipment, understand warehouse technology and other systems.

•Anticipate problems, detect errors, and act to complete tasks accurately and on time, and communicate ways to improve quality.

•Able to operate the PCS system (scanning labels with electronic pen).

•Read labels, tickets, and other documentation of the product.

•Support various teams such as networking, applications, and core hardware.

South Carolina Dept. of Health and Environmental Control, Columbia, SC

IT Consultant I (Lead), 2017 to 2020

All duties as listed below with the exception:

•Lead and dedicated point person for 400 end users.

•Oversaw deployment and updates of all hardware and specific software for end users for dedicated buildings/departments.

•Daily interaction and support of critical departments.

•Primary majority of duties as IT Consultant Tier Configuration Specialist.

•Provided guidance and trained new hire IT Consultants in helpdesk, desktop, imaging and delivering of computer systems.

•Determine and resolve problems with other IT Consultants.

IT Consultant Tier III Configuration Specialist 2 (Contractor & FTE), 2014 to 2016

•Administer desktop support for all desktop hardware and software, image and deliver new computers, set up new users, troubleshoot printers and maintain network security and documentation.

•Answer technical questions of all end users and escalate issues as required as well as update end users of progress and issue resolutions.

•Work with vendors to procure and repair hardware and software and deliver one-on one or group classroom training to employees.

•Work independently to prioritizes and provide resolution to help desk cases within (SLA) service level agreements with minimum assistance.

•Troubleshoot PC hardware/software related technical problems in a wired and wireless TCP/environment with the ability to appropriately escalate unresolved issues in a service center environment.

•Perform PC hardware and software installations, user and device configuration, deployments, in accordance with departmental standards with minimum assistance.

•Keep peers, managers informed of trends, significant problems, delays, global problems, and downtimes as well as project updates.

•Offer recommendations regarding hardware and software upgrades.

•Meticulously track the details of all work completed and organize my time effectively.

•Providing the best customer service possible and the ability to communicate with people with varying degrees of technological knowledge.

•Coordinates preventative maintenance and vendor services as necessary.

•Responsible for the deployment and support of IT computer hardware and software as it relates to desktops, portables, and peripheral devices in a network environment per IT department standards.

•Maintains a current working knowledge of operating systems, diagnostic and repair techniques, and imaging in a multi-facility wired and wireless environment.

•Maintains the ability to keep confidence and works through issues.

•Ability to be flexible when critical issues arrive and works to resolve them within the SLA timeline.

•Review and interpret technical material in books, manuals, and other resources to resolve issues.

•Perform routine equipment relocations which may involve hardware and software configuration changes within established timelines (SLA).

•Support of numerous office automation software applications running on PCs, laptops, and various handheld devices as it relates to the interoperability with the operating System.

Experian, Passport Health Communications, Inc., Nashville, TN

IT Technical Support Specialist, 2012 to 2014

•Test software upgrades and resolve issues as needed.

•Effectively troubleshoot issues for end users remotely and over the phone.

•Provide outstanding Client Software support – bugs, defects, malfunctions.

•Respond to routine and emergency support calls from clients.

•Participate in after-hours on-call rotation schedule.

•Maintain proficient knowledge of all product and service changes.

•Prioritizing work assignments ensuring response to client issues and cases

established by Service Level Agreements.

•Worked as a good team member and collaborator as well as supported everyone's efforts to succeed.

•Adaptability and flexibility in a service team environment.

Practices attentive and active listening

•Escalated issues as needed and maintained communication with customer and

technical teams.

Palmetto Health Hospital, Columbia, SC

IT Support Specialist/Helpdesk Trainer, 2011 to 2012

Data Center Operator, 2009 to 2011

•Troubleshoot PC hardware/software related technical problems in a wired and wireless TCP/IP environment and appropriately escalates unresolved issues.

•Test software upgrades and resolve issues as needed.

•Selected to create new procedures to improve department productivity and train new team members.

•Responsible for the deployment and support of IT computer hardware and software as it relates to desktops, portables, and peripheral devices in a network environment per IT department standards.

•Provides support for help desk cases related to hardware and/or software issues.

•Responsible for certain areas of Data center support.

•Perform PC hardware/software installations, configurations, and deployment in accordance with departmental standards, with minimal assistance and user

interruption.

•Updates devices and inventory databases including appropriate system configuration documents.

•Perform routine equipment relocations which may involve hardware and/or software configuration changes within established timelines.

•Maintains a current working knowledge of operating systems, diagnostic and repair techniques, and imaging in a multi-facility wired and wireless environment.

•Acts as a resource to aid computer users on new and upgraded technologies.

Previous IT and Military Experience

Spirit Telecom (IT Customer Service- Helpdesk)

Cover right (IT Intern)

NCR (Data Customer Service- Helpdesk)

US Navy Reserve (Hospital Corpsman) Various locations,1990 to 2003

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