Richard Baker
Sanford,NC
Summary
Dedicated Technical Support Engineer with over a decade of experience delivering senior-level support to enterprise clients. Known for fostering cross-functional collaboration and mentoring teams, driving a 25% increase in resolution efficiency and 27% reduction in support ticket volume.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Technical Support Engineer III
NetApp, Inc.
RTP, NC
2013.10 - 2026.05
- Provided senior-level Tier III technical support for Fortune 500 enterprise customers, leading the resolution of complex, business-critical software incidents while maintaining 95%+ SLA compliance.
- Collaborated with Engineering, Product, Customer Success, and Operations teams to deploy patches, workarounds, and product enhancements, improving resolution efficiency by 25% and contributing to increased platform stability for Data Loss Prevention enterprise clients.
- Established trusted client relationships through proactive communication and technical expertise, resulting in consistently high customer satisfaction ratings.
- Mentored and trained junior technical support engineers in best practices and advanced troubleshooting, reducing escalation handling time.
- Created 150+ Knowledge-Centered Service (KCS) articles and technical documentation to accelerate shift-left support initiatives, enhancing customer self-service adoption and reducing support ticket volume.
Network Operations Center Technician
Coty, Inc.
Sanford, NC
2013.02 - 2013.10
- Collaborated with Tier III engineers and infrastructure teams to troubleshoot and resolve complex network and enterprise infrastructure issues, contributing to 99.9% system availability and ensuring uninterrupted operations across global production environments.
- Managed corporate network operations as the primary Level 1/2 point of contact, triaged and assessed over 100 monthly incidents, and prioritized incidents based on business impact and severity.
- Directed cross-functional collaboration among 10+ engineers and operations teams to execute network changes, system deployments, and access management initiatives, ensuring full compliance with HIPAA regulations.
- Led team of 4 specialists to implement role-based access controls, user provisioning standards, and identity governance processes that strengthened security controls and maintained 100% compliance.
- Enhanced security and governance by mitigating compliance risk during large-scale corporate transition while ensuring operational continuity.
Help Desk Analyst
HCL America
Cary, NC
2012.09 - 2013.02
- Managed 100+ high-priority executive and mission-critical incidents for Chevron Oil Inc., achieving 99.99% system availability through rapid containment and resolution of service disruptions.
- Coordinated incident resolution across internal IT teams and third-party vendors, facilitating structured communication and minimizing resolution cycles during high-severity production outages.
- Diagnosed and resolved complex system issues across 1,000+ Windows-based endpoints and proprietary enterprise applications for corporate offices and offshore drilling platforms, enhancing end-user stability and operational continuity.
Education
AAS - Business Studies
Durham Community College
Durham, NCSkills
- Technical customer support
- Incident management
- Incident response
- Outage management
- Root cause analysis
- Process improvement
- Process optimization
- Service delivery
- Knowledge management
- Escalation management
- Analytical skills
- Critical analysis
- Collaboration skills
- Team leadership
- Mentorship programs
- Expert communication
- Relationship management
Certification
- KCSv6 Knowledge-Centered Success Consortium, Publisher
- Cyber Security, NetApp, Inc
Accomplishments
- Company Bronze Award for Volunteerism during disasters
Timeline
Technical Support Engineer III
NetApp, Inc.
2013.10 - 2026.05
Network Operations Center Technician
Coty, Inc.
2013.02 - 2013.10
Help Desk Analyst
HCL America
2012.09 - 2013.02
AAS - Business Studies
Durham Community College