DESMOND BAPTISTE
Owings Mills,MD
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Team Lead
Reli Group Inc
01.2023 - Current
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Performed tests of functionality, security and performance of different workstations and devices.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Systems Analyst
Emergent BioSolutions
02.2021 - 12.2022
- Resolved or escalated problem tickets to resolve user issues.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Resolved malfunctions with systems and programs through troubleshooting.
- Diagnosed, troubleshot and resolved network and system problems.
- Provided client support on system operation and troubleshooting.
- Identified and resolved problems through root cause analysis and research.
- Managed and provided support to 2 on-site locations
Tier 2 Support Technician
Gross Mendelsohn & Associates
03.2019 - 10.2020
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices and software to set up work stations for employees.
- Performed tests of functionality, security and performance of different workstations and devices.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Help Desk Support Specialist
TEKsystems / Allegis Group
08.2017 - 03.2019
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
- Logged activities in tracking system to maintain accurate, timely records.
- Installed new desktop systems and migrated data to new machines.
- Managed over 50 customer calls per day
Tier 2 Support Technician
Akimeka LLC, Social Security Administration
08.2016 - 08.2017
- Provided helpdesk support to all Social Security offices in continental United States
- Ensured security of users as well as customers by following strict security protocol regarding Personally Identifiable Information
- Used CAPRS ticketing system to accurately document and track user issues
- Used Active Directory to manage and create domain user accounts, groups and devices
- Configured Windows 7 and Windows 10 operating systems on user workstations
- Provided mentoring and coaching opportunities for other technicians and team members
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Education
High School Diploma -
Western School of Technology & Environmental Science
Catonsville, MD06.2007
Skills
- Client Relationship Management
- Responding to Technical Questions
- Documentation Support
- Helpdesk Support Coordination
- User Experience
- End-User Support
- Help Desk Support
- Ticket Tracking
- Detailed Documentation
- Network Printers
- System Implementation
- Ticket Management
- Computer Hardware Knowledge
Accomplishments
- Certifications: CompTIA A+ Certified
Certification
- A+ Certification, CompTIA - 2022
Timeline
Help Desk Team Lead
Reli Group Inc
01.2023 - Current
Systems Analyst
Emergent BioSolutions
02.2021 - 12.2022
Tier 2 Support Technician
Gross Mendelsohn & Associates
03.2019 - 10.2020
Help Desk Support Specialist
TEKsystems / Allegis Group
08.2017 - 03.2019
Tier 2 Support Technician
Akimeka LLC, Social Security Administration
08.2016 - 08.2017
High School Diploma -
Western School of Technology & Environmental Science
- A+ Certification, CompTIA - 2022
Similar Profiles
Aaron WaselewskiAaron Waselewski
Project Manager II / Scrum Master at RELI Group IncProject Manager II / Scrum Master at RELI Group Inc
Cynthia HollowayCynthia Holloway
Senior Medical Coder at RELI Group, IncSenior Medical Coder at RELI Group, Inc
Amanda NixdorfAmanda Nixdorf
Medical Records Abstractor at Reli GroupMedical Records Abstractor at Reli Group