Keith Baker Email & Phone Number

Austin, Texas, Us

Supporting Multi-vendor networking monitoring. Providing purpose-built software that is designed to make jobs easier for IT professionals, MSPs, and DevOps pros. Initiate technical troubleshooting sessions with customers, partners, and distributors - via phone, web, email and remote web ex sessions. Fluency of SQL 2014/2017/2019, troubleshooting application logs and application support (.Net). Monitoring protocols SNMP, WMI, SMI-S, Common Information Model, Performance Counter. Investigating alerting, critical path visualization with Netpath, PerfStack performance analysis, complex device monitoring with network performance baselines, database management, SQL migrations/backup, software installation setup, management information bases (MIB), universal device poller (UnDP)., SNMP walks. Supporting and administering network devices and systems including routers, firewalls, switches, and wireless access points across various brands (Cisco, Riverbed, Brocade, HP). Maintain working lab systems to facilitate reproduction of customer issues. Passionate with ability to learn new technologies.

Redmond, Washington, Us

Responsible for technical support and troubleshooting by inbound phones and email for over 50 customers on the Microsoft business products account. Enterprise customers ranged from small businesses all the way to Fortune 500 companies. Efficient in remote desktop skills to handle Exchange, Lync, Blackberry, Migrations, Office Communicator, and other email and communication related service requests. Trusted very early on to be the Microsoft representative on behalf of Technical Leads and Critical Situation Managers when dealing with customer cases of extreme severity and significant business impact. Exchange and Outlook responsibilities included message tracking, mailbox capture, restore requests, email restore, mailbox merges, resource conversions, mailbox database moves, modifying Active Directory attributes, as well as using Remote Desktop Connection to troubleshoot issues directly in the customers environment. Blackberry responsibilities included enterprise device activation, checking active sync policies, email flow and adding and removing Blackberry Administration Service roles and accounts. Escalated service requests directly to off-site Microsoft teams and Technical Leads for assistance when needed. Used superior English, writing and grammar skills to own the customers issue and assure resolution with the highest level of professionalism and customer service. Consistently ranked as a top 10 agent out of 60 agents based on quality of customer service, ticket closures and attendance metrics.

New York, New York, Us

Troubleshooting, Internet Protocol conflicts, proxy detections, ping testing, bandwidth speed, power-cycling, system requirements, and e-mail tracing. Assisted clients in areas of software installations, configuration, browsers, and upgrading. Review customer renewals, recurring billing, current orders, refund request, password reset, denied media access, media escalations, entitlements, and blackout issues. Educating customers globally on technical Internet terms & assisted customers connecting to live video streaming on Boxee, Roku, Mac, iPhone, iPod touch, NexDef Plug-in, Sony PlayStation 3 applications, LG, DVR controls, and Samsung applications. Continued education with clients about minimum recommended bandwidths on live audio streaming requirements, standard broadband video, and High-definition video. Eliminated technical support inquires & created one-on-one relationships with clients.

Woodland Hills, Ca, Us

Troubleshooting technical applications processed on the business website. Promoted website software and established agency trust with value-driven inquires to basic and complex inquires. Assisted clients with support software problems with emphasis on soliciting new business thought recommendations. Assisted licensed commercial agents with new commercial online, phone business quotes with artisan, automotive service repair, business auto, habitation, manufacturing, real estate, restaurant, retail service, umbrella, wholesale, and employment practice liability. Reviewed commercial business, online navigation, EZ-Pay, cancellations, reinstatements, endorsements, underwriting guidelines with agents on new business owners, auto mono-lines, and umbrella policies. Reviewed insurance policies and handled special projects assigned by upper management.

Anaheim, California, Us

Outbound cold calling to power sport dealerships within the United States to sign up and sell motorcycle, all-terrain vehicles, personal water craft, and boat insurance. Trained licensed dealerships, brokers, and agents on business website. Handled 700 independent California agency accounts, reviewed production, loss ratio, with an emphasis to cross-sell P&C products. Trouble shooting new business applications processed on the company website. Processed cancellations, reinstatements, notices, endorsements, billings, commission’s statements renewals, non-renewals, SR-22, and FSC quotes. Risk approval for home owner (Preferred & Standard), contents, condominium, comprehensive personal liability, dwelling fire, umbrella (California & Allstate), stand-alone earthquake, motorcycle, all-terrain vehicles, personal water craft, personal lines auto, mobile home, trailers, excess flood (Allstate), personal water boat, motor homes, and all Allstate programs. Underwriting new business to agents, brokers, dealerships, and insured.

Inputted new business for property, causality, and commercial lines. Processed cancellations, reinstatements, renewals, and non-renewals. Answered inbound and outbound phone lines as customer service representative for Property, Causality, Claims and Commercial Lines. Answered questions for Department of Insurance, Department of Motor Vehicles, agents, brokers, producers, and insured clients. Processed inbound claims, corresponded attorney, and adjuster questions.

Bachelor Of Science Health Administration Information Systems, Health Administration Information Systems

Associates Degree Information Technology, Information Technology

Computer Information Systems

Graduated With Diploma, General Education