Brandon Baxley Email & Phone Number

Dothan, Al, Us

Dothan, Alabama, United States

• Manage 7 team members of IT Service and Operations (remote, hybrid, and on-site).• Designed and implemented multiple ITSM solution platforms to conform to ITIL disciplines.• Developed ITIL centric change management process for complex projects, ensuring successful adoption of new processes and systems.• Experienced with workflows, automation, and customization• Exceeded goals through effective task prioritization and great work ethic.• Project manager for multiple software implementations.• Managed various systems for a multi-departmental organization.• Leveraged on-site observation and personal interviews to identify team and individual strengths.• Created, implemented, and utilized appropriate policies and procedures to ensure optimal operation of IT Service and Operations.• Identified, developed, and shared best practices for service desk and technical development.• Created and monitored key performance indicators for Service and Operations.• Improved First Call Resolution by 40%.• Reduced queue wait times to an average of < 50 seconds.• Designed and implemented processes to ensure entire IT staff maintains SLA compliance in accordance with current guidelines.• Analyzed data to identify opportunities for improvement.• Designed, implemented, and managed the technical knowledge base for both internal and external users.• Created QA program for IT Service and Operations relating to customer interactions and to measure staff performance.• Developed and maintained metric reporting for IT department to accurately gauge staff workflow.• Produced detailed and relevant reports for use in making business decisions.

Dothan, Alabama, United States

• Provided on-site and remote technical support to users.• Installed PC application and network hardware/software and upgrades.• Troubleshoot various technical issues dealing with printers, network and phone systems.• Efficiently documented workflow and processes.• Maintained accurate asset management and supply inventory.• Analyzed the requirements for end user and implemented enhancements.• Responsible for recommending necessary changes in methods and procedures in appropriate areas.• Created and customized Active Directory based group policies for domain.• Worked with third-party vendors to resolve issues.• Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 2500+ clients.• Effectively interacted with various departments regarding software defects and functionality issues, working closely to develop innovative solutions.• Coordinated issue escalation process through development and support departments when necessary for swift conflict resolution