Carlos Baker Email & Phone Number

Washington D.C. Metro Area

Support of external user profiles associated with company based sites and applications. Provide printer support which includes toner inventory, paper jams, toner replacement, and other troubleshooting tasks. Completed a Laptop Refresh of all existing laptop for both the main office and regional offices. Assessing current audio visual equipment to update present technology with wireless capabilities .

Washington D.C. Metro Area

Oversaw the technology support services for both internal and external users of NeighborWorks® America technology resources, contribute to problem resolution by giving in-person, hands-on support to end users. Responsible for managing internal and external help desk staff; developing and maintaining procedures related to monitoring, tracking, and coordination of Help Desk activity; managed equipment inventories; and, oversaw the development of end user guides, tips and training materials.

• Created and maintained up-to-date spreadsheets of available inventory of in house hardware and software. • Maintained a tickler file for hardware maintenance contracts and software licenses.• Tracked outstanding orders for software and hardware requests via electronic spreadsheets and cataloging software. • Prepared weekly inventory reports and monthly procurement metrics of all current and outstanding hardware and software items (maintenance contracts, licenses, etc).• Researched, prepped and submitted quotes for pricing for both hardware and software based on individual request and agency demand.• Prepared, review for accuracy, and submit hardware service contracts for renewal prior to expiration.• Processed forms for the disposed of all hardware items that have reached end-of-life.• Received, tracked, and logged incoming and outgoing deliverables prior to storage and/or disbursement.• Utilized the Altiris Management Console to track software (installation and usage), count of company seats (computers and laptops), and make daily updates on any change in system status (i.e. change in user ownership, room number, etc).

• Set up and configured computers for new users entering Peace Corps. • Served as an onsite desk-side support for hardware and software issues (i.e. computer, peripherals, software application related issues, etc). Adjust customer permissions based on approved requests.• Broke down customer computers prior to moving them to another location both within and outside the office.• Processed paperwork for the procurement of standard and non-standard hardware and/or software. • Entered and updated trouble incidents via the ticketing system (Peregrine) for follow up with customer.

• Served as a Tier II Help Desk Analyst answering several calls from both domestic and remote users on applications and hardware issues.• Assisted Tier 3 techs with desk side visits for domestic customers resolving hardware and/or software installation • Created and deleted user domestic and remote account for entering and departing customers. Adjust customer permissions based on approved requests.• Updated the system knowledge base program on a weekly basis.• Entered incident calls within the ticketing system (Peregrine) for follow up by Tier III technicians. Performed follow up calls to customers to ensure that their problems have been resolved in a timely and satisfactory manner.

Bachelor Of Arts - Ba, Computer Science

Currently working towards a BA in Computer Science. I am a hard working father of a handsome and rightfully intelligent young son. I enjoy.

Associates, Computer Information Systems

Obtained an Associates in Computer Information Systems