Robert Baxter Email & Phone Number

Louisville, Kentucky, United States

• Leverages analytical tools to enable data-driven decision-making, optimizing employee time and minimizing inefficiencies.
• Defined roles and responsibilities for teams under management, including HelpDesk, ServiceDesk, Asset Management, and my own position.
• Trained new and existing employees, ensuring compliance with updated policies and procedures.
• Developed new procedures based on quantitative metrics to enhance operational efficiency.
• Conducted audits of support tickets to identify trends and assess qualitative metrics.
• Monitored employee time management, providing constructive feedback for improvement.

Indiana, United States

• Created a workflow for receiving all IT related equipment used in the 2020 Census Project.
• Analyzed employees and processes looking to reduce inefficiencies in the workflow.
• Oversaw logistics operations making sure that all incoming packages were properly received, sanitized, validated, and shipped.
• Provided technical training to department heads, Supervisors, and clerks.
• Consolidated and expanded on all resolution and workflow related documentation into an Operations Manual to be used for futureCensus Projects.
• Trained new team members on how to resolve known issues and assisted them in getting familiar with their roles. Escalated departmentgrievances to management.

Virginia, United States

• Work with a team of networking, operations, and software professionals to maintain a high standard of operations for my campus.
• Sole technician responsible for end-to-end support for over 1,000 individuals including students and faculty members.
• Developed and implemented ITSM strategy, policy, guidelines, and procedures to improve operations.
• In preparation of new computers and revitalizing older computers, re-imaged, cleaned, and maintained as needed; in addition, verifieddata integrity and accuracy as required.
• Provided technical support and training to other Systems Administrators within my region.
• Ensured network integrity and performance by conducting preventive maintenance and upgrades.