Tony Bakken
Green Bay,WI
Summary
Dynamic and dedicated IT Supervisor with over 15 years of experience in desktop support, consistently prioritizing rapid resolution and exceptional customer satisfaction. Proven track record of leading teams to exceed established SLAs and achieve outstanding results in customer surveys. Strong commitment to fostering a collaborative environment that drives performance and enhances service delivery. Expertise in implementing innovative solutions to streamline processes and elevate the overall user experience.
Support professional with strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.
Overview
22
22
years of professional experience
Work History
Senior Desktop/End User Support Engineer
Humana Inc
10.2022 - Current
- Primary responsibility is to work with new acquisitions to Humana for their hardware needs. Developed contacts within Humana and the acquisitions to ensure that we were providing the appropriate solutions.
- Made recommendations on hardware based off Humana's certified hardware to meet the needs of replacing their current computers. Assisted in guiding the business as to why these models would be the best fit based off role and software utilization.
- Made recommendations on software based on Humana's software inventory or advised on the approval process to have their current software certified.
- Collaborated with other EUT teams to deploy computers to the newly acquired associates.
- Worked on multiple acquisitions at once, ranging from 50 associates to 1500 associates.
- Quoted and purchased all equipment that is needed for the acquisitions.
- Provided detailed progress reports and updates to management.
Desktop/End User Support Technician 4
Humana, Inc.
11.2020 - 10.2022
- Supervise and lead a team of associates. Used technical knowledge to assist in resolving computer issues as well as approve time/time off. Yearly reviews and compensation changes.
- Reported weekly on team productivity. Assisted employees not meeting the goal in how to improve the performance and efficiency in troubleshooting computer issues.
- Help develop goals with associates to further their careers.
- Assign work based on priority and ensuring the completion of the work.
- Handling complaints sent in regarding associates and following up as needed to ensure the best quality and customer outcomes.
- Giving reviews and timely feedback to drive process improvement.
- Working with other supervisors/managers to ensure that all applications and process's work for our department and that the documentation is up to date.
Desktop/End User Support Technician 3
Humana, Inc.
06.2015 - 10.2020
- Researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools.
- Training new technicians to the team on all daily tasks and requirements.
- Worked side by side to stand up a new department that specifically handles software related issues to shift work left, this allowed our department to focus on hardware replacements and project work.
- Working closely with management on large scale issues to ensure proper escalation.
- Run meetings with the incident team to ensure that everyone has what is needed to perform their tasks.
- Provide timely contact for incoming incident tickets.
- Research issues to find resolution.
- Deploy workstations and peripherals.
Central System Support
Humana, Inc.
03.2012 - 06.2015
- Duties include over the phone technical support. Training and mentoring of the new contractors. Review their ticket audits to ensure quality of work.
- Answering calls to the helpdesk and diagnosing and resolving issues. Focus on quality of work, Call handle time, Ticket accuracy and Customer satisfaction.
- Training of all new technicians, auditing tickets created for accuracy and coaching.
- Created Access Database to keep logs of what technicians are trained and proficient on.
- Worked with Management for new tools needed to complete the tasks and redundant items that can be removed.
Central System Support
Kforce (Contracted to Humana)
06.2011 - 03.2012
- Duties include over the phone technical support.
- Answering calls to the helpdesk and diagnosing and resolving issues. Focus on quality of work, Call handle time, Ticket accuracy and Customer satisfaction.
- Routing tickets to proper support teams when needed.
Technical Sales Associate
CyberWorks
06.2008 - 05.2010
- Assisted customers with the purchase of new computers and peripherals.
- Inventory Management and ordering.
88K Watercraft Operator
US Army
07.2004 - 09.2007
Education
Certificate - Project Management
Louisiana State University
01.2025
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Bay Port High
Howard, WI01.2004
Skills
- Strategic leadership
- Project oversight
- Analytical problem solving
- Analytical decision making
- Data-driven decision making
- Attentive listening ability
- Strategic delegation
- Strategic prioritization abilities
- Cross-functional teamwork
Timeline
Senior Desktop/End User Support Engineer
Humana Inc
10.2022 - Current
Desktop/End User Support Technician 4
Humana, Inc.
11.2020 - 10.2022
Desktop/End User Support Technician 3
Humana, Inc.
06.2015 - 10.2020
Central System Support
Humana, Inc.
03.2012 - 06.2015
Central System Support
Kforce (Contracted to Humana)
06.2011 - 03.2012
Technical Sales Associate
CyberWorks
06.2008 - 05.2010
88K Watercraft Operator
US Army
07.2004 - 09.2007
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Bay Port High
Certificate - Project Management
Louisiana State University
AWARDS/ACCOMPLISHMENTS
Star Award Humana CSS Rep highest overall rating 1st Quarter 2015, Star Award Humana CSS Rep Q2 highest overall rating 2nd Quarter 2015, Coast Guard Basic Seamanship 3rd in class September 2004 Ft Eustis, VA, Eagle Scout May 2004