Jerry Baker Email & Phone Number

Greater Pittsburgh Area

 Work in a Technical Account Manager role to offer comprehensive server and hardware services for colocation/hosting clients in a datacenter environment Mentor junior-level Engineers and Technicians to build strongly skilled service teams Generate and maintain strong positive client relationships Manage servers (Dell, HP, Sun, DEC), as well as deliver printer hardware (HP, Genicom, Dell) and tape drives hardware support (HP, Dell); also serve as a NetBackup and TapeTrack Administrator Manage racking and cabling servers in server cabinets Engage in troubleshooting and repairing various printer issues as they arise

 Delivered support to over 1.2K clients, including 200 critical process control clients  Actively supported and troubleshot BlackBerry connectivity issues Acted in a Level 3 Desktop Support Analyst capacity to offer helpdesk assistance to 800+ customerso Supported over 300 mobile devices and cross platform domain clientso Oversaw support mailbox file permission requests for export control purposeso Led basic troubleshooting for Network LAN and Basic VPNo Installed and set up encrypted software on laptop and desktop systemso Implemented antivirus products on laptops and notebooks to keep definition files updated Worked as a Video Teleconference Managero Partnered with Executives to finalize conference times and locations; also worked with other locations’ Support Representatives on testing effortso Ensured equipment was in working order and available including video conferencing setup Served as a Location Asset Managero Oversaw all computer and peripheral assets so they were delivered to the correct locationo Made certain that equipment had the proper charge codes and was returned to the leasing company on time so as to avoid late chargeso Labeled all PC equipment using asset tags; entered all items in Remedy Asset Manager and returned assets at end of life to their respective leasing companieso Upgraded systems as needed in a timely manner

 Delivered Helpdesk Support service for more than 14K supported systems; fielded tickets through to remedy to ensure customer concern resolution via phone or desk side  Helped new users establish Microsoft Outlook accounts, as well as map network drives and set up printers Controlled the inventory of onsite PC and related peripheral equipment each week Logged service calls with vendors in an effort to troubleshoot broken equipment; also installed and upgraded application software  Migrated systems as part of the lease refresh process, as well as staged equipment for new users and set up systems for users across domains

Associate In Specialized Technology, Computer Systems Specialist, Honors

Academic Diploma, Computer Science