Roger Baldwin
Crownsville
Summary
Dynamic IT Help Desk Manager with proven expertise at Jim Coleman Auto, excelling in technical support and customer service. Successfully enhanced help desk performance through data analysis and team leadership, while fostering strong client relationships. Skilled in incident management and documentation, driving continuous improvement and ensuring compliance with security policies.
Overview
20
20
years of professional experience
Work History
IT Help Desk Manager
Jim Coleman Auto
Bethesda
07.2021 - 01.2025
- Conducted diagnostics, consulted users, and analyzed manuals to resolve technical issues.
- Performed clerical tasks and administrative duties for on-site support.
- Demonstrated advanced product knowledge to effectively address customer concerns.
- Maintained detailed records of communication transactions and remedial actions taken.
- Referred significant hardware or software issues to vendors for expert resolution.
- Cultivated strong customer relationships to ensure satisfaction with quality standards.
- Collaborated with engineering teams to report bugs and suggest feature enhancements.
- Implemented preventive measures to mitigate future incidents.
Helpdesk Executive
Home Builders Institute
Washington
04.2005 - 04.2020
- Analyzed user feedback to enhance help desk system performance.
- Developed reports tracking customer satisfaction with help desk services.
- Isolated recurring problems and implemented permanent troubleshooting solutions.
- Resolved escalated customer issues efficiently to maintain service quality.
- Recruited, trained, and supervised IT department staff for optimal performance.
- Mentored technologists and support professionals to improve skills and development.
- Created end-user documentation for effective utilization of help desk software.
- Ensured compliance with data security, privacy, and confidentiality policies.
Education
High School Diploma -
Stratford High School
Ladson, SC06-1988
High School Diploma -
AACC
ArnoldSkills
- Technical support and troubleshooting
- Help desk software and incident management
- Customer service and user support
- Data analysis and performance reporting
- Team leadership and training
- Documentation creation and quality assurance
- Client relationship management and vendor management
- Network architecture and system integration
- Agile processes and project leadership
- Written communication and support policy planning
Timeline
IT Help Desk Manager
Jim Coleman Auto
07.2021 - 01.2025
Helpdesk Executive
Home Builders Institute
04.2005 - 04.2020
High School Diploma -
Stratford High School
High School Diploma -
AACC
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