Briana M Baldwin Email & Phone Number

Saint Paul, Mn, Us

Chanhassen, Minnesota, United States

Chanhassen, Minnesota, United States

Chanhassen, Mn

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

IT Advanced Support Supervisor supervising and directing a small team of Tier II support, resolving up to 93% of 1500+ weekly reports actively supporting technology for 25,000+ internal users at over 125 locations.• Manage growth of Tier II support from two technicians to five full time technicians.• Team Lead for IT Security responsibilities - sensitive data requests for HR and Legal.• Drive development of new processes and validate improvement of existing support processes, shifting of processes from Tier II to Tier I. Collaborate with Tier III+ teams to Shift work efforts from tier III+ to Tier II.• Represent support in new business and technology projects - Advise on support needs, further collaboration needed, and allocate team staffing to projects• Team Lead in Service Desk emergency On-Call rotation. Lead training and review for On Call rotation.• Execute implementation of new Major Incident Response process to quickly resolve widespread business impacting technical issues. Serve as Team Lead in Major Incident response process.• Manage administration and support of Bomgar Remote Support software instance.• Complete expected functions and tasks of IT Advanced Support technician.

• Provided high quality Tier II support for 25K+ internal end users resolving 80% of 1500+ weekly escalations. Interfaced with end users to completed higher level technical troubleshooting.• Partnered with 20+ Tier III+ technical teams to triage and resolve issues requiring escalation.• Created and improved documentation of existing processes, use cases and institutional knowledge through collaboration with other Tier II technicians and Tier III teams.• Assisted with IT Security responsibilities - emergency access, termination, and data extractions.• Served in Service Desk On-Call rotation.• Managed and maintained Microsoft Active Directory administration, Exchange administration(Hybrid environment), VPN administration, Microsoft Office 365 licensing assignment, company badge access administration

Chanhassen, Minnesota

• Addressed and resolved service and access requests for a user base of 25K+ non-technical internal users received via call queue and email – 8-10k incoming requests weekly using Service Now ticketing system.• Partnered with Tier II Support team peers to resolve complex issues that required escalation.• Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware and peripherals including desktop computers, laptop computers, point of sale terminals, scanners, VoIP phones, and networked printers.• Performed setup and configuration of client side exchange accounts, password resets, VPN setups, account troubleshooting.• Trained new Tier I support staff in Life Time Service Desk procedures, processes, and knowledge.• Consistently exceeded expectations for end user satisfaction and issue resolution.

Mount Vernon, Ia

Maintained and updated course web pages and course Moodle pages.Scanned, copied, and edited documents and videos for the Spanish Department's classroom and online use.

Mount Vernon, Ia

Assist and train students and Faculty with Adobe Creative Suite, Microsoft Office, basic mac programs, and technical assistance.Assist Instructional Technology Librarian with day to day projects and tasks: Bi-weekly new technology presentations to students, troubleshooting for professors

Mount Vernon, Ia

Assisted students and visitors with any questions that arose, such as those regarding phone numbers, campus navigation, trouble with the copier, lost and found items.Kept track of loaned items such as keys and office supplies during each shift.Performed rounds at the beginning of each shift to ensure that rooms were locked and unlocked as needed, that the Commons remained tidy, and that electronics were properly stored.