Alexandria Baker

• Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
• Assisted with deployment issues by clarifying user questions and identifying problems.
• Promptly resolved technical issues for staff to minimize downtime.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.
• Responded to support requests from end users and patiently walked individuals
  through basic troubleshooting tasks.

• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Proved successful working within tight deadlines and a fast-paced environment.
• Gained extensive knowledge in data entry, analysis and reporting.
• Learned and adapted quickly to new technology and software applications.
• Excellent communication skills, both verbal and written.
• Implemented HRIS systems for clients
• Optimized usage of HRIS systems for existing clients
• Worked with 5 clients simultaneously managing different projects
• Managed internal IT needs and provided admin support

• Worked with 10 academic departments, their faculty, staff, and PhD. students
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Patched software and installed new versions to eliminate security problems and protect data.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Configured hardware, devices and software to set up work stations for employees.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Collaborated with team members to achieve target results.
• Assisted to streamline equipment ordering across 10 academic departments
• Sat on 3 committees to find ways to collaborate with other teams to best serve academic departments while maintaining mission goal of ACS team

• Aid all students and staff/faculty experiencing technical difficulty.
• Manage ticketing system, assign and escalate as necessary as well as answering calls to provide service over the phone.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Configured hardware, devices and software to set up work stations for employees.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Activated accounts for clients interested in new services.(Adobe E-Sign)
• Submitted service tickets for equipment maintenance requests.

• Provide assistance to all students and staff/faculty with computer issues.
• Manage ticketing system, assign and escalate as necessary.
• Answer calls to provide service over the phone.
• Installed, modified and repaired software and hardware to resolve technical issues in person and remotely.
• Compiled and accurately entered data for each customer encounter to record in system.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Identified and solved technical issues using variety of diagnostic tools and tactics.

• Security Clearance – Secret.
• Handled all troubleshooting tasks for signal support services, which included radio, wire and battlefield automated systems.
• Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
• Wrote and executed information services policies for use by supported organizations.
• Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
• Maintained inventory and related documentation.
• Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments.
• Have basic training in: TCP/IP protocol, CompTIA A+, N+, switches and routers

• Provide assistance to all officers/interviewers through ticketing system.
• Troubleshoot network issues. Configure/install new switches on arrival.
• Perform computer hardware fixes when necessary, coordinate all under warranty replacements through Dell.
• Provide assistance with peripheral connections (document scanners, fingerprint scanners printers, webcams, etc.).
• Provide help over telephone when calls are received.
• Download/install software assistance.
• Covered region of 3 locations with one team member, oversaw one location personally.
• Updated 4 offices from Windows 7 to Windows 10 operating systems as well as migrated all data from personal folders and share drives to Work Folders, cloud based service.

• Data entry into specific databases.
• Ensure data is properly transferred from database to spreadsheet for disbursement.
• Career Counseling.
• Assist soldiers in understanding all contract options.
• Assist other career counselors in disbursing information to specific personnel.
• Compile numbers reports for bi-weekly team meetings.
• Maintained optimal staffing levels by tracking vacancies and initiating retention and interview processes to identify qualified candidates.
• Administered benefits programs, analyzed compensation and other competitive data.

• Provide assistance to all students and faculty with computer issues.
• Provide help over telephone when calls are received.
• Download/install software assistance.
• Configured hardware, devices and software to set up work stations for employees.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Managed 2 computer labs of over 20 machines and kept group computers up to date with software upgrades.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Performed tests of functionality, security and performance of different workstations and devices.

• Perform administrative tasks including entering client information into database, Filing/ member folder maintenance, digitizing old paper files.
• Receive and distribute mail correspondence.
• Accept applications for employment, assist with personnel files and processing new hire paperwork (applications, W4, etc.)
• Educate members, guests and public about available products/services.
• Present wellness program using scripted process to ensure complete client understanding.
• Establish rapport and maintain relationships with clients and increased overall member quantity.
• Assist in maintaining cleanliness of clinic to provide clean and attractive experience for all guests.
• Kept accounts in balance and ran daily reports to verify totals.
• Answered multi-line phone system to respond to inquiries, schedule appointments and transfer calls to correct departments and personnel, taking detailed messages when necessary

Worked June-August 2009, 2010, 2011, 2012, 2013, 2014, 2016

• Instructed participants on activities' goals, procedures and safety considerations to promote beneficial outcomes for all campers.
• Maintained facility, equipment and vehicles to promote safe and secure environment for campers and staff.
• Delivered first aid for accidents and injuries in compliance with established procedures to promote campers' well-being and health.
• Supervised pre-planned field trips and followed established safety guidelines to minimize campers' accident and injury risks.
• Communicated with parents about campers' activities and reported concerns and suggestions to Program Director
• Kept accurate records on participants' activity attendance, disciplinary actions and medication usage to improve camper documentation.
• Collaborated with other camp counselors to design fun and enriching learning activities for campers.
• Performed clerical duties, including registering participants and answering specific event inquiries.
• Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
• Kept athletic and games equipment and facilities organized and maintained.