Ken Baker Email & Phone Number

Ponte Vedra, Fl

Jacksonville, Florida Area

• Provide professional and passionate customer support for the end user.• Installed and configured Avaya for Call Center users.• Installed Juniper VPN on user’s laptops and troubleshoot the user’s connection issues. • Troubleshoot network, software and printing problems with local and international users. • Created and document processes relating to user training, software, and hardware rollouts.• Imaged PC’s using SCCM and Altiris.• Use Active Directory to reset passwords for user accounts and add computer names.• Connect into VMware and Blade machines with Remote Desktop Connection or Remote Assistance and troubleshoot issues for local and international users.

Jacksonville, Florida Area

• Install and configure desktop and laptop computers for the City of Jacksonville and Duval School System.• Configure peripherals to run properly on the network for users using Windows XP.• Provide desk-side assistance to end-users in the use of existing and new technologies, hardware, and software when • the customer needs are not satisfied by remote technical assistance.• Repaired Mac laptops by replacing hard drives and downloading the operating system.• Installed new images on desktop and laptop PC’s using Norton Ghost software.• Transfer user profiles using USMT.• Used Excel to document the location of the desktop computers by the serial numbers.

Jacksonville, Florida Area

• Install and configure desktop and laptop computers for the City of Jacksonville and Duval School System.• Configure peripherals to run properly on the network for users using Windows XP.• Provide desk-side assistance to end-users in the use of existing and new technologies, hardware, and software when • the customer needs are not satisfied by remote technical assistance.• Repaired Mac laptops by replacing hard drives and downloading the operating system.• Installed new images on desktop and laptop PC’s using Norton Ghost software.• Transfer user profiles using USMT.• Used Excel to document the location of the desktop computers by the serial numbers.

Jacksonville, Florida Area

• Install and perform minor repairs to hardware, software, and peripheral equipment on Waiting Room Network System, which is running on Windows Vista.• Set up equipment for customer use, performing or ensuring proper installation of cable, operating systems, and appropriate software. • Refer major hardware or software problems or defective products to vendors.• Verify ISP connectivity and download software from Netkey.• Inspect equipment and read order sheets to prepare for delivery to users.• Enter commands and observe system functioning to verify correct operations and detect errors.

Alpharetta, Ga

Responded to petroleum site cases and field inquiries in a timely and effective manner by answering known questions and reproducing technical problems. • Used SQL commands to verify if the credit tables are populated properly in ISQL. • Assisted on-site technicians through the installation and configuration process of a Windows 2003 Server and Windows Workstation.During downtime, I ran manual test scripts on software upgrades. • Utilized tools provided and other documentation (expert on-line search tools) as necessary in resolving technical issue or reproducing problem cases. • Recorded the customer problem as required in the case management process, and detail the issues using a Vantive database. • Effectively used escalation procedures as necessary. • Used FTP to upload or download files that needed editing. • Performed the execution of manual test cases and document an accurate result. • Accessed BP/Amoco and other petroleum sites using PCAnywhere, FTP, and Rconsole through a satellite connection.

Computer And Information Sciences And Support Services

Education record