Chad Baker Email & Phone Number

United States

Results-oriented Senior System Administrator with 27 years of comprehensive IT experience. Known for adaptability and fostering teamwork to drive greater productivity, optimize resource utilization, and enhance problem-solving capabilities. Proficient in Windows Server administration (2012r2, 2019, 2022), CCIC, Beast, Aim, Active Directory Domain Services, Print Server, Niche Records Management System, and Group Policy. Seeking a challenging role where I can leverage my extensive expertise and troubleshooting capabilities to contribute to the success of a dynamic organization.

Managed Qfiniti administrator work of 2000+ users for multiple call center locations. Supported Consumer and Small Business employees, with day to day operations including system and hardware troubleshooting with a focus on minimizing agent offline time to achieve company’s service level objectives. Managed the installation and migration of new computer operating systems and multiple new programs to improve productivity. Worked with center Directors and Team Leaders to resolve technical issues in the centers and test new systems to improve efficiencies while growing revenue. Wrote documentation and instructions on new systems to increase agent’s proficiencies to accelerate ramp up of new tools. Managed password resets for numerous applications and replaced computer hardware for call center representatives. Partnered with various IT departments to urgently resolve outages to minimize impact to customers.

IT Operations Support Specialist II, Qwest/CenturyLinkResponsible for ETalk, Rivr, Hotline, and CCT support. Etalk support included all Syad work including password resets, building and managing agents, and troubleshooting agents not recording. Implemented numerous IT projects to operationalize systems for new call centers. Created and dispatched tickets for Rivr support and phone repair. Hotline work included taking outage calls and setting up SWAT conference calls and paging the various groups necessary to resolve outages. CCT support comprised of building agents into IC Manager and repairing Avaya problems on agents’ desktops.

Technical Support Specialist II, Qwest/CenturyLinkPrimary responsibilities included internal and external phone support and Rivr support for Qwest employees and CLEC companies, including password resets, fixing CLEC order errors, installing certificates, and installing applications on machines in an effort to drive business efficiencies. Also supported external customers on Qwest.com including building and removing profiles and resetting passwords to improve the customers’ experience. Provided general computer support for internal employees for multiple applications, including access to administration privileges, purging print jobs and restarting FOMs, Datakit, NMA, and WFA/DO Terminals. Handpicked by Director to lead or participate in strategic activities impacting internal operations and external customers’ experience including: Recognition Team 2002-2003, Boise ID Team 2004, Core Team 2005.

Associates Of Science Degree, Computer Information Science

Education record