Matt Baker Email & Phone Number

Blair, Nebraska, United States

• Lead and mentor a dynamic IT team of four, fostering collaboration and professional development within a non-profit healthcare environment.• Manage and execute technical initiatives, ensuring alignment with organizational goals while driving critical projects to completion.• Identify and mitigate technical debt, implementing best practices for long-term efficiency, security, and system stability.• Design and deploy innovative IT solutions by integrating vendor partnerships, cloud services, on-premise infrastructure, and open-source technologies that reduce costs and enhance flexibility.• Leverage open-source solutions to create customized, cost-effective applications that align with the unique needs of a non-profit organization, enabling greater resource allocation to patient care.• Conduct hands-on troubleshooting and system administration, ensuring seamless end-user support and maintaining optimal system performance.

Blair, Nebraska, United States

• Directed deployment and refinement of ITIL/ITSM ticketing systems for comprehensive incident, problem, and change management.• Developed and enforced robust change management, BYOD, and mobile device security policies.• Led the strategic enhancement and deployment of Crowdstrike Falcon for endpoint security and vulnerability management.• Spearheaded policy and compliance initiatives, overseeing security management practices and coordinating annual penetration testing.• Managed a staggered rollout of company-wide multifactor authentication, completed within six months.• Contributed to the development and rollout of KnowBe4 for phishing tests and security awareness training.• Focused on team development, addressing staffing challenges post-acquisition, and strengthening the organization’s security posture.

Omaha, Nebraska, United States

• Managed a newly formed IT team, consisting of Systems Engineers, Administrators, Help Desk Engineers, and Technicians, ensuring high performance and effective collaboration.• Began the migration to a new ITIL/ITSM ticketing, change, and asset management system, focusing on improving service efficiency and transparency.• Reorganized and optimized the IT department’s operational expenditures (OpEx), uncovering and correcting mismanagement in IT budgeting processes.• Developed detailed financial reports on IT expenditures, working closely with the finance department to align IT spending with overall company objectives.• Created cost-saving initiatives by renegotiating vendor contracts, consolidating services, and leveraging cloud infrastructure, resulting in significant reductions in IT OpEx.

Omaha, Nebraska, United States

• Led the restructuring and growth of the IT department, focusing on inventory management and IT operations following ITIL/ITSM principles.• Directed the build-out of infrastructure to support new business initiatives, including the rapid expansion of a new Sales and Marketing office within 60 days.• Managed Azure infrastructure to support internal systems and key projects related to surveillance and fleet management for school districts.• Developed IT policies and conducted training sessions on malware and security best practices, improving organizational security awareness.• Participated as a member of a cross-functional team to modernize employee relations and IT communication standards.

Omaha, Nebraska, United States

• Led the immediate reorganization of the technical services team, implementing new processes and procedures to improve service delivery and operational efficiency.• Functioned as lead engineer, technical director, and member of the executive management team, providing strategic guidance across the organization.• Managed a diverse team of local and remote engineers, overseeing both service desk operations and field service calls to ensure high-quality support.• Managed escalated client issues, working closely with senior engineers and clients to resolve complex technical problems efficiently.

Omaha, Nebraska, United States

(formerly Pharmaceutical Technologies, Inc)• Led the creation of a new IT subdivision, hiring and training a team of helpdesk technicians, administrators, and systems engineers.• Implemented 24x7 on-call procedures, improving incident response and operational continuity.• Developed and enforced IT policies for system support and compliance within company standards.• Directed IT projects, including system upgrades, patch management, and vendor relations to resolve technical issues.• Optimized network performance, managed IT asset inventory, and ensured documentation for system configurations and processes.• Managed the company’s IT infrastructure, including server maintenance, network optimization, and security protocols, ensuring reliability and performance.• Spearheaded the development of guidelines for incident response, facilitating incident management meetings for post-incident assessments.• Collaborated with vendors and cross-functional teams to support company growth and project initiatives.

Omaha, Nebraska, United States

• Managed and maintained the company's network infrastructure, including routers, switches, and firewalls, ensuring reliable connectivity and performance.• Provided network engineering support, including configuration and troubleshooting of LAN/WAN environments to meet business requirements.• Administered server infrastructure, handling routine backups, patch management, and system monitoring to ensure optimal uptime and security.• Implemented and supported VPNs and remote access solutions for employees and franchise members, ensuring secure connections.• Developed automation scripts to streamline network tasks and improve operational efficiency across IT services.• Created and maintained system documentation, including network diagrams, server configurations, and troubleshooting guides to standardize operations.

Omaha, Nebraska, United States

• Supervised a diverse helpdesk team consisting of technicians and engineers of varying skill levels, ensuring smooth daily operations and technical support delivery.• Directed and supported onsite technicians remotely, troubleshooting and resolving complex issues for clients in real-time.• Managed client relationships by ensuring timely and effective resolution of IT issues and service requests, leading to high customer satisfaction.• Provided proactive network monitoring and infrastructure maintenance to prevent downtime and optimize system performance for clients.• Assisted in onboarding new clients, including infrastructure setup, network configurations, and integration of systems into eFrame's managed services platform.• Administered and maintained client servers, ensuring regular updates, patch management, and optimal performance to support business-critical operations.

North Sioux City, South Dakota, United States

• Provided advanced technical support to Gateway customers via phone, troubleshooting hardware, software, and network-related issues.• Led new product introduction training sessions for the entire technical support floor, ensuring smooth product rollouts and consistent knowledge transfer.• Worked in the technical support engineering lab to identify and resolve complex root-cause issues that were escalated from lower-level support.• Assisted in the creation and refinement of troubleshooting scripts and procedures to improve the overall efficiency of support operations.• Mentored junior technical support representatives, offering guidance on complex cases and best practices for customer interaction.• Handled escalations from Tier 1 and Tier 2 support, resolving high-priority and time-sensitive customer issues efficiently.

Associate'S Degree, Management Information Systems

Activities and Societies: Business Professionals of America

Bachelor'S Degree, Computer Engineering

Associate'S Degree, Mainframe Computer Programming