Zane Baize
Mustang
Summary
Dynamic technology manager with over five years of experience in computer operations and technical support, recognized for delivering exceptional help desk services to global users. Proven track record in managing diverse technical teams and large-scale data center environments, with deep expertise in UNIX, Windows NT/2000, and mainframe systems. Known for decisive problem resolution and innovative process improvements that enhance system stability and operational excellence. Committed to driving productivity through effective team management and strategic technology integration.
Overview
7
7
years of professional experience
Work History
Cruise Reservation Specialist
Costco Travel
Oklahoma City
10.2024 - Current
- Performed data entry into reservation system and updated customer information as needed.
- Utilized problem solving skills to address customer issues quickly and efficiently.
- Took credit card payments over phone and in person.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Ensured compliance with applicable laws regarding safety regulations in the travel industry.
- Assisted customers with booking reservations for hotels, flights, and other travel services.
Technology Director
Ted's Cafe Escondido
Oklahoma City
12.2021 - 10.2024
- Oversee the daily operation of all store-related technologies, ensuring seamless functionality.
- Lead vendor partnerships and manage a managed service group for additional technology needs.
- Maintain and program the NCR/Aloha POS systems, both for in-store and online ordering.
- Manage the Microsoft 365 platform, including Exchange Online, and develop Power Automate applications to improve workflows.
- Lead cross-functional teams to deliver technology projects within scope and timeline, enhancing operational efficiency.
- Direct budget management processes to ensure effective allocation and cost control.
- Negotiate vendor agreements to secure favorable service terms.
- Provided mentoring, training, and leadership for all IT department members.
- Developed training materials for users of new technologies or changes in existing technologies.
- Led cross-functional teams in the deployment of technical projects, ensuring timely and within-budget delivery.
- Examined metrics and prepared IT project progress reports.
Help Desk Level III
Amshot
Remote
01.2021 - 12.2021
- Provide expert technical support, resolving user inquiries and complex technical issues
- Develop workflow solutions, collaborate with programmers, and ensure optimal system performance through thorough testing and client training
- Configure network systems and execute system installations, improving organizational connectivity
- Lead user training sessions, empowering staff with the skills needed for operational success
- Managed inventory and supplies to ensure materials were available when needed.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize performance.
Senior Help Desk Engineer
3Nines Technologies
Remote
11.2019 - 11.2019
- Delivered high-level technical support, troubleshooting software and hardware issues to minimize downtime
- Managed network administration tasks and performed regular system maintenance to enhance performance
- Trained end users to increase their proficiency in software applications and technical tools
Advanced Technical Support
Sprint
Remote
04.2019 - 11.2019
- Analyzed wireless equipment and network performance issues, providing tailored solutions to unique customer needs
- Recommended corrective actions and escalated cases requiring higher-level expertise, ensuring customer satisfaction
- Provided advanced technical support for customers in resolving software and hardware related issues.
- Assisted with resolving escalated customer issues by providing advanced technical support.
- Provided technical support for customers using the company's products and services.
- Provided technical support to end users in resolving system problems.
Managed Service Technical Support Analyst
Dobson Technologies
Oklahoma City
11.2017 - 11.2018
- Defined application problems and developed workflow solutions in collaboration with clients
- Tested, documented, and implemented technical solutions, ensuring smooth client operations
- Conducted user training and provided ongoing support, increasing system reliability and user confidence
- Collected, analyzed and reported on data for use in operational planning.
- Documented processes for configuring new systems in accordance with established standards.
- Researched solutions to complex technical problems by accessing available information resources such as online databases or websites.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained up-to-date case documentation for future reference.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
Education
Associates - Business Administration, Business Management
BROWN MACKIE COLLEGE
01.2014
Certificates - Information Systems Technology Engineer, Administration
WIGHT BUSINESS SCHOOL
01.2006
Skills
- Security optimization
- Technology integration
- System enhancement
- IT governance
- Disaster recovery
- IT service management
- IT asset management
- Enterprise architecture
- IT operations
- Virtualization
- Information security
- Network administration
- IT leadership
- IT policy development
References
Available upon request.
Certifications And Awards
- Certificate in Information Systems Technology Engineer & Administration
- Microsoft 365 Certified: Modern Desktop Administrator Associate (Expected 2024)
- Perfect Attendance, Dean’s List, Honor Roll, President’s List – Brown Mackie College
References
References available upon request.
Timeline
Cruise Reservation Specialist
Costco Travel
10.2024 - Current
Technology Director
Ted's Cafe Escondido
12.2021 - 10.2024
Help Desk Level III
Amshot
01.2021 - 12.2021
Senior Help Desk Engineer
3Nines Technologies
11.2019 - 11.2019
Advanced Technical Support
Sprint
04.2019 - 11.2019
Managed Service Technical Support Analyst
Dobson Technologies
11.2017 - 11.2018
Associates - Business Administration, Business Management
BROWN MACKIE COLLEGE
Certificates - Information Systems Technology Engineer, Administration
WIGHT BUSINESS SCHOOL
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