Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

CHRISTOPHER BABER

Madison,AL

Summary

Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site. Focused Help Desk Analyst with 10+ years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.

Overview

13
13
years of professional experience

Work History

VTC Coordinator

Agile Defense
03.2022 - Current
  • Support the executive staff, conference room scheduling and hands on support in the conference rooms.
  • Coordinate and operate MS Teams for unclassified and VTC classified conferences.
  • Schedule/Monitor VTCs on the bridge (TMS).
  • Work and facilitate in person day-to-day operations for executive staff at PEO M/S.
  • Provide in person support for critical issues related to VTCs.
  • Maintain up-to-date knowledge of industry trends and cutting-edge technology, incorporating new advancements into daily work processes.
  • Set up projectors, laptops and microphones for live presentations for staff.
  • Maintain and troubleshoot audio and visual equipment to minimize downtime.
  • Ability to learn quickly and adapt to new situations.

VTC Tier 1 (Help Desk

SAIC/Chugach/Army HQAMC
07.2018 - Current
  • TIER 1 SUPPORT
  • Scheduling services for HQAMC and worldwide AMC sub commands
  • Oversee VTC for both unclassified and classified conferences
  • Process Requests and Incidents from Emails using appropriate calendars/templates assigning/transferring/closing CA tickets as applicable
  • Answer phones to process Requests and Incidents assigning/transferring/closing CA tickets
  • Ensure customer understands basic operations needed to conduct their meeting as well as unclassified and classified policies and procedures relate to conferencing
  • Ensure all requests/incidents have been assigned UC ticket and routed to appropriate Tier(s)
  • Utilize CA ticketing system for ALL requests and incidents regardless of how it it was obtained
  • Maintain accurate records, metrics, and reports
  • Input daily calls on for Tier 1 Daily Call1 Sheet
  • To obtain, verify, and schedule GVS Site IDs
  • Work with Tier II Bridging/Facilitation for Conferencing request support
  • Build Tickets in CA for all VTC requests
  • Ensured issues were documented correctly, escalated, and addressed in timely manner.
  • Managed high levels of call flow and responded to 30+ calls Daily.
  • Provided on-call support for critical issues related to VTCs.

VTC HELP DESK SUPPORT

NMR CONSULTING/Microtech
08.2011 - 04.2018
  • Operated and managed Tandberg Codian MCU video teleconferencing equipment
  • Coordinated, scheduled, and established Video Teleconferences (Point to Point, Multi-Point, and Telepresence)
  • Operated and troubleshoot VTC suites and connectivity problems
  • Worked and facilitated day to day operation for executive staff at MDA
  • Configured VTC on site for VB2 and VB3 Huntsville
  • Provided phone and online support for VTCs
  • Coordinated and operated VTC for both unclassified and classified conferences
  • Ensured issues were documented correctly, escalated, and addressed in timely manner.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Maintained and updated EMS customer service database.
  • Provided on-call support for critical issues related to VTCs.
  • Provided Tier 1 IT support to non-technical internal.

Education

No Degree - Physical Education

Jacksonville State University
Jacksonville, AL

Skills

  • Multitasking and Prioritization
  • Resolving Problems and Incidents
  • Customer Service Support
  • Friendly and Patient
  • Help Desk Support
  • Issue and Resolution Tracking
  • Collaborative Team Player

Additional Information

  • CLEARANCE Secret Clearance
  • SEC+

Timeline

VTC Coordinator

Agile Defense
03.2022 - Current

VTC Tier 1 (Help Desk

SAIC/Chugach/Army HQAMC
07.2018 - Current

VTC HELP DESK SUPPORT

NMR CONSULTING/Microtech
08.2011 - 04.2018

No Degree - Physical Education

Jacksonville State University

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CHRISTOPHER BABER