CASSANDRA BAKER
Fultonville
Summary
Results-oriented and highly skilled IT Manager with almost 20 years of experience managing complex IT operations in healthcare and telecommunications. Expertise in team leadership, incident management, system administration, technical support, and IT service delivery. Adept at driving process improvements, optimizing customer satisfaction, and overseeing IT infrastructure in high-pressure environments. Seeking to leverage leadership, technical proficiency, and problem-solving skills to contribute to the success of an innovative IT team.
Professional with strong experience in IT support and team leadership. Adept at managing help desk operations, streamlining workflows, and resolving technical issues efficiently. Focused on fostering team collaboration, adapting to changing needs, and driving results. Skilled in troubleshooting, customer service, and system administration. Reliable and flexible, ensuring operational excellence and user satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Help Desk Manager
Optum for Bassett Healthcare
01.2015 - Current
- Spearheaded IT support for 5 hospitals and 80+ clinics, ensuring 24x7 coverage across a diverse healthcare network, including School-Based Health Centers
- Managed, mentored, and developed a high-performing IT support team, overseeing staff performance reviews, compensation allocations, and professional growth opportunities
- Designed and implemented remote training documentation, allowing team members to seamlessly transition to a fully remote work environment while improving onboarding efficiency
- Led efforts to enhance IT support services, providing timely issue resolution for critical escalations and customer inquiries, driving a consistent improvement in customer satisfaction and service reliability
- Developed and maintained knowledge base articles and user guides, streamlining processes for both end users and IT staff
- Directed system downtime management, including effective communication of outage schedules and recovery steps to key stakeholders, minimizing service disruption
- Collaborated with internal teams, vendors, and stakeholders to ensure the continuous improvement of IT systems and service delivery
- Responsible for recruitment, interviewing, training, and performance management of Help Desk personnel, ensuring that staffing levels align with operational requirements
- Proficient in Microsoft Office, Windows, Active Directory, Exchange, ServicePro, and ServiceNOW ticketing systems
- Experience with Mac OS and Linux environments
Level III Technical Support Representative
Time Warner Cable
01.2009 - 12.2014
- Delivered high-level technical support to customers, utilizing proprietary tools for troubleshooting and resolving technical issues related to hardware, modems, and network connectivity
- Led a team of 10 support specialists, achieving a 90% customer satisfaction rating through consistent operational quality, team coordination, and problem resolution
- Provided training and guidance to new employees on customer support processes, application usage, and troubleshooting techniques
- Expertly navigated DOCSIS web-based applications to perform in-depth diagnostics and troubleshooting for customers in need of assistance with broadband services
Education
Associate of Business Administration - Information Systems
American Intercontinental University
01.2010
Skills
- Leadership & Team Development
- Technical Expertise
- Communication & Customer Service
- Project Management & Process Improvement
- Conflict Resolution
- Incident Management & Business Continuity
- Detailed documentation
- End user support
- Ticketing system proficiency
- Remote support
- Ticket management
- Escalation handling
- Client relationship management
- Incident management
- Hardware diagnostics
- End-user training
- Service desk team management
- ITIL framework
- System administration
- SLA management
- Performance evaluation conduction
- Active directory
- Service desk team supervision
- Ticket tracking
- Software troubleshooting
- Helpdesk support coordination
- Teamwork
- Teamwork and collaboration
- Problem-solving abilities
- Attention to detail
- Time management
- Problem-solving
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Relationship building
- Decision-making
- Adaptability and flexibility
- Self motivation
- Team building
- Analytical thinking
- Staff hiring
- Quality assurance
- Adaptability
- Professional demeanor
- Change management
- Analytical skills
Certification
FEMA Emergency Management Institute (EMI), Hospital Incident Command System, Introduction to Incident Command Systems for Healthcare/Hospitals, Homeland Security Exercise and Evaluation Program, FEMA National Incident Management System, Basic and Advanced Disaster Life Support
Military Service
United States Navy, 01/01/93, 12/31/97, Honorable Discharge, Gained valuable leadership and problem-solving skills while serving in high-pressure environments, contributing to a strong sense of discipline and commitment to excellence.
Timeline
Help Desk Manager
Optum for Bassett Healthcare
01.2015 - Current
Level III Technical Support Representative
Time Warner Cable
01.2009 - 12.2014
Associate of Business Administration - Information Systems
American Intercontinental University
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