Robert Baxter
Radcliff
Summary
Strategic and analytical IT leader with over 10 years of experience improving IT operations, optimizing workflows, and implementing data-driven performance frameworks. Proven record of driving measurable KPI gains, elevating customer satisfaction, and aligning IT service processes with business objectives. Adept at applying ITIL best practices and Agile methodologies to streamline service delivery, enhance efficiency, and foster a culture of continuous improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Help Desk Team Lead / Process Improvement Manager
Premier Packaging
Louisville
09.2021 - Current
- Elevated Customer Satisfaction and Engagement – Redesigned customer feedback systems, increasing survey participation fivefold and maintaining 95%+ positive feedback with a 100% CSAT score.
- Built Scalable Knowledge and Performance Systems – Implemented a unified knowledge base and performance framework to accelerate ticket resolution, improve agent proficiency, and strengthen reporting accuracy.
- Ensured SLA Excellence and Operational Efficiency – Sustained SLA compliance above 99% for over two years through workflow redesign, process automation, and ITIL best practice application.
- Drove Continuous Improvement and Strategic Alignment – Used data-driven insights to align service operations with business goals, increasing reliability, reducing downtime, and improving overall customer experience.
- Optimized Department Spending and Vendor Management – Reduced departmental expenditures by managing vendor partnerships (Lenovo, Dell, Zebra, Apple) to secure cost-effective, high-quality hardware solutions.
- Reduced workforce costs by $220K annually through workflow automation and optimized staffing models.
- Improved CSAT score by 5% and reduced SLA breaches by 6% year-over-year through process enhancements.
Tier 3 Support Technician / Process Improvement Lead
OHM Systems
Louisville
05.2018 - 01.2021
- Analyzed IT service operations to identify inefficiencies, introducing standardized procedures that increased service consistency.
- Directed process improvement initiatives to optimize workflow and resource allocation across multiple client environments.
- Led root cause analysis sessions and implemented corrective actions to prevent recurring incidents.
- Developed training programs to enhance leadership and technical skills, strengthening overall service delivery performance.
Systems Administrator Lead
ITT Educational Services, Inc.
Louisville
10.2014 - 09.2016
- Managed end-to-end technical operations for 1,000+ users while optimizing service reliability and response times.
- Introduced ITSM practices and SLAs that standardized service delivery across multiple departments.
- Led root cause analysis for recurring technical issues, achieving a 20% reduction in system downtime.
- Mentored staff in ITIL-aligned practices and operational excellence methodologies.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT01.2027
Associate of Science - Network Systems Administration
ITT Technical Institute
Norfolk, VA12.2015
Skills
- Workflow Optimization & Process Engineering
- KPI Development & Performance Management
- IT Service Management (ITSM) & ITIL Best Practices
- Continuous Improvement & Change Enablement
- SLA & CSAT Optimization
- Cross-Functional Collaboration & Stakeholder Engagement
- Data Analysis & Trend Reporting
- Root Cause Analysis & Escalation Management
- Knowledge Base Systems & Automation Frameworks
- Vendor & Cost Optimization
- Process improvement
- SLA management
- Service desk management
- Problem resolution
Personal Information
Title: Process Improvement Manager (IT)
Certification
- ITIL 4 | PeopleCert – Certified since Dec 2024
- Certified ScrumMaster (CSM) | Scrum Alliance – Certified since Feb 2022
- CIW Advanced HTML5 and CSS3 Specialist
- CIW User Interface Designer
- Smartsheet Administrator
References
References available upon request.
Timeline
Help Desk Team Lead / Process Improvement Manager
Premier Packaging
09.2021 - Current
Tier 3 Support Technician / Process Improvement Lead
OHM Systems
05.2018 - 01.2021
Systems Administrator Lead
ITT Educational Services, Inc.
10.2014 - 09.2016
Bachelor of Science - Business Management
Western Governors University
Associate of Science - Network Systems Administration
ITT Technical Institute