Stanley G. Baker
Marietta,GA
Summary
Accomplished, Senior Help Desk professional with 17 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Computer Operations, Technical and Help Desk support, with additional skills in Network Systems and subject matter expert on Microsoft Products. Established reputation as sharp technology expert when working with customers to identify and deploy solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
SR. Desktop Support Engineer IV
Emory Healthcare
Atlanta, Georgia
07.2013 - Current
- Responsible for hardware install and maintenance for Apple Mac & Windows desktops, laptops, printers, scanners, projectors, digital cameras and different assorted peripherals
- Performed helpdesk triage and level 1 & 2 support by phone and email for email, printers, application support and break fix
- Provided support via desk-side and remote access through utilizing Microsoft Remote Desktop and Dame ware remote access software
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Provided full spectrum of support on all major software applications for Windows and Mac platforms
- Performed Queue Management in Remedy software for work order tracking
- Provided assistance about queries from Faculty and staff re IT, and provide solutions, processes
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Demonstrated respect, friendliness and willingness to help wherever needed.
C4 System Support Engineer - Lead Technician
General Dynamics
Kabul, Afganistan
05.2012 - 06.2013
- Serves as technical expert responsible for monitoring, operating and managing, troubleshooting and restoring to service any components on secure and non-secure networks.
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Successfully build, configure, and staged approximately 500+ desktop systems for migration upgrades
- Tracked equipment and inventory, maintaining prescribed levels for technical equipment and supplies.
- Established and maintained user accounts, assigned file permissions and establishes password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software.
- Maintained computer systems, installed and upgraded approximately 500+ workstations systems. Tested components and systems to evaluate performance and identify concerns.
- Effectively communicated with other system engineering personnel and senior executives on joint projects.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Maintained excellent attendance record, consistently arriving to work on time.
AFRICOM C4 System Support Engineer
General Dynamics
Stuttgart, Germany
12.2011 - 03.2012
- Successfully build, configure, Windows XP, Vista, to Windows 7 for migration upgrades on approximately 300+ workstations
- Perform on-site and remote tier II/III technical support in 24x7 global environment consisting of approximately 900 end users
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Maintained computer systems, installed and upgraded new systems.
- Performed troubleshooting and maintenance of existing network systems.
- Configured security settings and granted system access to groups and individuals.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Performed root cause analysis and general troubleshooting.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
Networks and Systems Support Engineer
General Dynamics
Mons, Belgium
07.2011 - 10.2011
- Configured hardware, devices and software to set up work stations for approximately 250 workstations (non-secure & secure networks)
- Provided installation, test and document infrastructure components (e.g Cable, circuits, fiber, pipe and conduit) support for networked data systems.
- Provided pre-conference testing and setup for video teleconferences and/or meetings, schedule and manage VTC sessions.
- Tracked problematic system errors by implementing various user support tracking metrics.
- Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
- Collaborated with outside departments to implement system-wide improvements.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Performed root cause analysis and general troubleshooting.
- Monitored systems in operation and quickly troubleshot errors.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured security settings and granted system access to groups and individuals.
Hitachi AMS Storage Engineer
General Dynamics
Peachtree City, Georgia
06.2010 - 06.2011
- Responsible for installation and configuration of 1 Hitachi AMS 2500 SAN and Storage Unit with over 184 Terabytes of storage
- Provided troubleshooting support, Disk and Controller replacement and Firmware updates
- Configured San devices with dual path on dual fabrics for redundancy
- Installed fiber cables from patch panels to switches and servers.
- Prepared written summaries to accompany results and maintain documentation.
- Tested software applications and systems to identify enhancement opportunities.
Education
Associate of Arts - Liberal Arts And General Studies
Georgia Military College - Milledgeville
Milledgeville, GA05.1996
Skills
- Cisco IP/Video Phone Installations
- Cisco Unified CM Administration
- Network Print Server Support
- Virtual Desktop Experience
- UNIX/ Microsoft Net Backup Tape Servers
- Terminal Services/Citrix
- Hyper-V Virtualization
- VM Ware Virtualization
- SCCM / Domain Knowledge
- Network based System Backups
- Familiarity with Federal Agency Environments
- Windows/Unix Network Security
- Microsoft Desktop Account Management
Certification
· ITIL Foundations V3
· CompTIA Network+ Certified IT Technician
· CompTIA Security+
· CompTIA A
· Microsoft Certified Professional (MCP)
· Microsoft Certified Desktop Support Technician (MCDST)
· Network Foundations SNIA Storage Certification
Timeline
SR. Desktop Support Engineer IV
Emory Healthcare
07.2013 - Current
C4 System Support Engineer - Lead Technician
General Dynamics
05.2012 - 06.2013
AFRICOM C4 System Support Engineer
General Dynamics
12.2011 - 03.2012
Networks and Systems Support Engineer
General Dynamics
07.2011 - 10.2011
Hitachi AMS Storage Engineer
General Dynamics
06.2010 - 06.2011
Associate of Arts - Liberal Arts And General Studies
Georgia Military College - Milledgeville
· ITIL Foundations V3
· CompTIA Network+ Certified IT Technician
· CompTIA Security+
· CompTIA A
· Microsoft Certified Professional (MCP)
· Microsoft Certified Desktop Support Technician (MCDST)
· Network Foundations SNIA Storage Certification
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