Brian J Baik
Wilmette,IL
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Care Representative
Access One, Inc.
08.2024 - 07.2025
- Delivered Tier 1 support for VOIP systems, Microsoft Teams Voice, Windows workstation access issues, and user connectivity issues across SMB and enterprise clients.
- Configured and updated phone profiles, device templates, call routing rules, hunt groups, voicemail settings, and calling features via Metaswitch/MaxUC platforms.
- Assisted users with softphone setup, reauthentication, login troubleshooting, and provisioning across desktop and mobile devices.
- Performed user provisioning, extension assignments, DID mappings, line appearance changes, and Teams-integrated voice configuration updates.
- Collaborated with NOC and Provisioning teams to escalate network-impacting incidents and provide status updates to clients.
- Authored internal troubleshooting guides for recurring VOIP and Teams issues, improving onboarding efficiency for new support staff.
- Provided general IT support including password resets, MFA/SSO lockouts, Outlook/Teams access issues, and workstation connectivity troubleshooting.
- Served as an on-call technical resource for Account Managers during client engagements.
Member Success Manager / Admissions Advisor
preHired
03.2020 - 10.2020
- Guided users through technical onboarding, Chrome extension setup, SaaS troubleshooting, and workflow optimization for CRM tools.
- Conducted performance coaching and provided remote troubleshooting support via Zoom and chat.
- Generated $480K+ in enrollment contract value within 3 months while maintaining high placement rates.
Sales Development Representative
sales-i
07.2019 - 03.2020
- Engaged mid-market prospects via outbound phone, email, and LinkedIn campaigns.
- Generated $670K+ in qualified pipeline and secured the company’s first meetings with Manufacturer’s Representative Agencies.
Head of Touring and Recruitment
HomeEasy
08.2018 - 01.2019
- Managed distributed sales/touring team and oversaw CRM administration and workflow support.
- Secured $1.3M in total contract value while reducing overhead by 60% through remote staffing strategy.
Education
High School Diploma -
New Trier Township High School
Winnetka, IL01-2010
Certificate - Computer Technology
Oakton College
Des Plaines, IL08-2025
Skills
- Systems: Windows Server 2022, Active Directory, Group Policy, Microsoft 365 Admin, Teams Voice
- Networking: DHCP, DNS, NAT, VLAN fundamentals
- Tools: Metaswitch, MaxUC, ITGlue, OSTicket, SharePoint, Ascend, Wireshark
- Operating Systems: Windows 10/11, macOS, Ubuntu, iOS
Certification
- Per Scholas, Chicago, IL — IT Support Bootcamp (Valedictorian & Keynote Speaker)
- March 2024 – August 2024
- Achieved a perfect 100% score, first in Chicago office history.
- Completed hands-on training in IT support fundamentals, networking, and system administration.
- Configured cabling, analyzed traffic with Wireshark, and managed user accounts in Active Directory.
Additional Information
Languages: English, Korean (bilingual)
Timeline
Client Care Representative
Access One, Inc.
08.2024 - 07.2025
Member Success Manager / Admissions Advisor
preHired
03.2020 - 10.2020
Sales Development Representative
sales-i
07.2019 - 03.2020
Head of Touring and Recruitment
HomeEasy
08.2018 - 01.2019
High School Diploma -
New Trier Township High School
Certificate - Computer Technology
Oakton College