Darren Baker Email & Phone Number

Addison, Texas, United States

- IT Systems Hardware Implementation, and Administration- HiTrust Certification planning and remediation- Microsoft 365 Architecture and Administration- Azure and Microsoft 365 Security planning and remediation- NinjaONE RMM Implementation and Administration- LogicMonitor System Implementation and Administration- Azure/VMware Virtual Machine Administration- Microsoft Defender Implementation and Administration- Email Phishing Campaign Simuation Design and Administration- Microsoft Intune Infrastructure Development and Administration - Security and Compliance Policy Development and Administration.- Microsoft 365 Secure Score Remediation- Domain Controller and DNS Server Implementation and Administration- Microsoft Copilot Implementation and Administration - SharePoint Online Administration- File Server Data Migration

Irving, Texas, United States

• Installed and maintained company hardware and software on company laptops, desktops.• Maintained and supported Microsoft 365, Windows Server, VMWare, Microsoft Exchange and Microsoft SQL servers.• Deployed and Administered Office 365 AD/DC and Exchange hybrid architecture.• Monitored and responded to support requests from end users via various methods.• Tested and applied all operating system updates and security patches.• Provided network, telephony and firewall configuration support, and maintenance.• Deployed and maintained mobile devices using Microsoft 365 MDM.• Managed individual and team infrastructure projects.• Created and maintained technical and end-user support documentation.• Coordinated transition of outsourced IT support services to internally managed IT support services.• Maintained facility CCTV and Access Control systems.

Plano, Texas

• Responsible for Upgrade and Patch Management server deployment and administration using WSUS and ManageEngine Desktop Central.• Maintained NOC operations and responded to level 3 trouble tickets using ManageEngine Service Desk Plus.• Worked with ServiceNow IT Service Management and Operations Management.• Deployed and Administered PRTG Network Monitoring to oversee the health of all infrastructure systems and Syslog/Event log events.• Maintained and used ManageEngine OpManager to monitor global infrastructure before converting to PRTG.• Provided level 3 Office 365 end-user support for complex installation issues and usage issues.• Performed physical server to virtual platform migrations (P2V).• Resolved Microsoft licensing issues using Windows KMS servers.• Developed PowerShell scripts to automate OS deployments and monitor certain infrastructure systems and components.

Dfw

• Responsible for coordinating and implementing new SQL database servers and database replication systems for large customers (i.e. Siemens).• Responsible for creating technical manuals and scripts to support SQL servers and Replication systems.• Communicate with the customer at various organizational levels regularly to provide project plans and updates.

Irving, Texas

• Worked with developers, data modelers, testers and SMEs to support development, system testing.• Administered and maintained a variety of operating systems many different hardware and virtual platforms.• Designed, implemented, and maintained a complex collocated hybrid data center cloud infrastructure.• Responsible for building, patching, testing, and deploying complex systems to meet client specifications.• Performed routine system backups, data migrations, and implemented disaster recovery operations when needed.• Performed routine system upgrades to servers, desktops, and network appliances.• Designed, Implemented, and Maintained PRTG network monitoring servers with up to 500 sensors. • Responsible for building and maintaining a large number of production and lab SQL database servers for the company and its customers.• Administered complex network configurations, Sybase database installations, and server configurations remotely with external clients worldwide.• Implemented and maintained VMware/Hyper-V hosts servers.• Maintained a large number of virtual environments used in different production and lab scenarios.

Plano

• Conducted complex audit reviews on employee, HR, training and security recordsof business operations to ensure supplier compliance and conformance to the Statement of Work (SOW) contract.• Provided advisory services to improve effectiveness, efficiency, and reliability of business processes and procedures.• Identified areas of opportunity to improve the reliability of processes and use of business resources.• Analyzed and reported statistical center performance trends and verified that corrective actions have been implemented.

Irving, Texas

• Evaluated the technical expertise and customer service skills of Customer Support Analysts and Network Technicians.• Developed and administered classroom curriculum and ad-hoc training specific to the needs of individuals and groups.• Created Methods and Procedures for Customer Support Analysts and Network Technicians where gaps were identified.• Analyzed and reported agent level performance trends to identify areas of opportunity for improvement. • Authored and distributed new standardized process and procedure requirements for center operations.

Irving, Texas

• Supervised a team of up to 20 fiber customer support representatives.• Established a strong leadership team who acquired a stellar service reputation.• Applied accountability standards based on KPIs and implemented changes to continuously improve performance and increase workflow efficiencies• Reviewed individual agents’ performance and documented the weekly, monthly, quarterly and annual performance.• Resolved escalated customer complaints and issues to ensure a one call resolution.• Strengthened service representative development by integrating strong and unique mentoring / coaching elements.