Al Baker
IT Pro
Riverhead,NY
Summary
Driven and experienced IT professional with a strong background in technical support, customer relationship management, and project leadership. Seeking the Technical Account Manager position at Axon to leverage my skills in advancing public safety technology and ensuring client satisfaction.
Overview
13
13
years of professional experience
Work History
Freelance IT & AV Installer
hamptons.tech
Riverhead, NY
09.2020 - Current
- Installed and set up audio and visual equipment, ensuring proper function and configuration.
- Diagnosed and resolved technical issues with AV systems and components, ensuring minimal downtime.
- Worked closely with clients to understand their needs and provided recommendations for AV solutions.
- Maintained AV equipment, performing regular updates to ensure optimal performance.
Senior Technical Specialist
Sunrise Smarthome LLC
05.2018 - 09.2020
- Led IT team building and managed vendor relationships, ensuring timely delivery of services and compliance with regulatory standards
- Provided technical support and troubleshooting for various IT systems, including AV equipment and network infrastructure
- Collaborated with clients to understand their technical needs and provided tailored solutions to enhance their operations
- Managed the installation and maintenance of audio-visual equipment, ensuring optimal performance and client satisfaction
- Played a key role in IT policy development and system upgrades, resulting in improved operational efficiency.
Information Systems Technician
Berkshire County Sheriff Department
05.2016 - 05.2018
- Supported server virtualization projects, leading to significant improvements in system performance and resource utilization
- Managed data analytics and migration projects, ensuring accurate and secure data transfer across systems
- Developed and implemented IT policies, enhancing security and compliance with industry standards
- Provided technical support to law enforcement personnel, troubleshooting and resolving IT issues promptly.
Information Technology Specialist
Kripalu Center for Yoga & Health
06.2011 - 05.2016
- Implemented a help desk system to streamline IT support requests, resulting in faster resolution times and improved user satisfaction
- Deployed software and hardware upgrades across the organization, ensuring seamless integration and minimal disruption
- Managed vendor relationships and outsourced IT projects, maintaining high standards of service delivery
- Provided training and support to staff on new technologies, enhancing their ability to utilize IT resources effectively.
Education
Bachelor of Science in Business with a Minor in Computer Systems -
09.2020
Associate of Applied Science in Computer Information Systems -
01.2010
High School Diploma -
09.1990
Skills
- Technical Proficiency: Expertise in SAAS, Cloud solutions, virtualization, storage, and IT infrastructure management
- Customer Support: Proven ability to manage client relationships and provide exceptional technical support
- Project Management: Experience leading technical projects from inception to completion, ensuring timely delivery and client satisfaction
- Communication: Strong written and verbal communication skills, with the ability to articulate technical concepts to non-technical audiences
- Problem Solving: Ability to troubleshoot and resolve complex technical issues under pressure
- Analytical Skills: Proficient in Excel for creating analytical reports and visual aids for senior-level presentations
- Law Enforcement Support: Experience working with law enforcement agencies, providing IT support and managing digital evidence
Accomplishments
Kripalu Center for Yoga & Health
Help Desk System Implementation (2012)
- Implemented and transitioned the organization from SpiceWorks to ManageEngine, optimizing IT support workflows and significantly improving response times. This system overhaul facilitated better ticket management and enhanced service delivery.
Software Deployment (2013)
- Led the deployment of critical software applications across the organization, including Windows Desktop Imaging, Adobe Creative Suite, and Mac OS X. Provided comprehensive user training and resolved technical issues to ensure a smooth transition.
Cloud Integration of Exchange (2014)
- Spearheaded the migration from a local Windows Exchange Server to a hybrid cloud-based solution, eventually transitioning to a fully cloud-managed Exchange system. Served as a super admin, overseeing the integration and ensuring seamless email service management by a third-party provider.
Vendor Management and Outsourcing (2012 - Present)
- Took over management of all IT vendors, aligning financial transactions with accounting department standards. Managed and tracked all hardware and software procurement, supporting the operational needs of a 250-staff organization, the largest yoga center in North America.
Sunrise Smarthome LLC
IT Team Building and Leadership (2017 - 2018)
- Identified critical inefficiencies in the company’s project management, support, and billing processes. Implemented and integrated Zoho with Slack, Google Apps, Quicken, and Square POS, resulting in accurate client billing, improved project management, and real-time status updates for clients.
Compliance and Regulatory Project (2018)
- Conducted a comprehensive review of HVAC and security system regulations, identifying compliance risks associated with the use of consumer-grade products in business installations. Implemented necessary adjustments to the business model, mitigating legal risks and ensuring clients were informed of our service capabilities.
Berkshire County Sheriff's Department
Server Virtualization (2017)
- Led the implementation of Azure-based server virtualization, optimizing resource allocation and reducing operational costs. Managed virtual hosts for GED Testing System, IT Department’s WordPress site, and Active Directory services for 250 users.
Data Analytics & Migrations (2018)
- Developed and integrated a custom database reporting system for the correctional officer knowledge testing platform using Firebird Database and ODBC connections.
- Facilitated the transition to Crystal Reports, ensuring continuous access to essential data during the migration to a new inmate management system.
- Integral in the move from a ten-year-old inmate management system with a MySQL back-end funneled into PERL and Python custom applications running on Linux servers to a new system on Crystal Reports, running on Windows servers,
IT Policy Development (2017)
- Established and enforced a new helpdesk ticketing policy, educating users on proper procedures for submitting IT requests. This policy shift improved service efficiency and reduced unplanned interruptions.
Timeline
Freelance IT & AV Installer - hamptons.tech
09.2020 - Current
Senior Technical Specialist - Sunrise Smarthome LLC
05.2018 - 09.2020
Information Systems Technician - Berkshire County Sheriff Department
05.2016 - 05.2018
Information Technology Specialist - Kripalu Center for Yoga & Health
06.2011 - 05.2016
SUNY – Empire State College - Bachelor of Science in Business with a Minor in Computer Systems,
SUNY – Jamestown Community College - Associate of Applied Science in Computer Information Systems,
Dalat International School - High School Diploma,
Volunteer Experience
- Volunteer Ambulance Assistant at Hampton Bays Ambulance Corps
- Volunteer Grounds/Maintenance at Kripalu Center for Yoga & Health
- Volunteer Suffolk County Park Steward
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