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.• Conducted one-on-one meetings with employees to boost morale and address concerns.• Authored knowledgebase articles to streamline ticket resolution processes.

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.• Trained junior team members on best practices, policies, and standards; delivered training to customers, teaching proper resolutionmethods of recurring issues.