Tim Baker Email & Phone Number

Nashville, Tennessee, United States

Nashville, TN

• Focus on advanced trouble shooting and support of TCS's 911 call-taking and call-routing solutions.
• Utilize Business Objects reporting to create reports for both upper management and customers
• Serve as lead for team on regular customer status calls and urgent downtime calls
• Manage and administer OTRS ticketing system
• Write and edit Methods of Procedure for planned maintenance events
• Work as primary point of contact for a large government agency supporting 911 platform

Greater Seattle Area

• As the NOC Manager at TCS I oversaw a team of 18 employees in an ISO 9001, ISO 27001 and TL-9000 certified center.
• Directly supervise 18 employees across three teams who monitor and troubleshoot public safety critical 911 call-routing and location-based services.
• Work as an escalation point for service-impacting issues.
• Utilize Business Objects to track and report trouble-ticket metrics.
• Write and edit SOP (Standard Operation Procedure) documents for interactions with clients and client NOCs.
• Host and participate in various meetings both internal and customer facing.

Greater Seattle Area

• As the Tier I lead, I supervised a group of five technicians who specialized in our NG911 call-taking solution.
• Relocated to Seattle for promotion to team lead.
• Trained and led a 24/7 team.
• Assisted in advanced troubleshooting of mission-critical issues.

Greater Denver Area

• In this role, I focused on advanced troubleshooting and support of microDATA's 911 call-taking and call-routing solutions. While in Tier II, microDATA was purchased by TCS and I took a promotion and relocated to Seattle.
• Performed advanced troubleshooting on 911 call-taking and ESInet call-routing solutions.
• Served in 24/7 on-call rotation.

Greater Denver Area

• In the NOC Tier I role, I monitored and performed basic troubleshooting on our 911 call-taking and call-routing solution.
• Worked as float employee back filling shifts as required to ensure proper staffing.
• Trained new NOC employees.

Nashville TN

• At AT&T I was a Systems Technician and served as the primary install technician for NetTN.
• The NetTN project provided connections to the statewide network for government buildings throughout the state of Tennessee.
• The NG911 project set up the needed equipment for the next-generation 911 ESInet.
• All the jobs I worked on required me to use my wiring abilities, customer service and troubleshooting skills.
• I performed site surveys to determine the scope of work for any given location.
• I also supported the project manager in day-to-day tasks and back filled for project manager, when necessary.

Nashville TN

• Oversee equipment delivery and preparation for field technicians for all sites involved in the NetTN project
• Monitor all employees’ time sheets and mileage to ensure compliance with budget guidelines
• Function as backup to project manager; Complete project manager assignments when needed
• Contact customers to schedule appointments; Follow up to ensure satisfaction

• Assisted in sound setups for numerous theatrical productions, including Cats, Hairspray and Cirque de Sole, as well as featured guest speaker appearances for audiences of up to 2,500
• Oversaw setup and operation of all audio and video equipment needed for events ranging from a single podium microphone to entire bands or theatrical performances
• Worked directly with clients to unload and setup equipment to their required specifications
• Managed a crew of up to 20 employees
• Operated as the primary sound engineer for both the Templeton-Blackburn Alumni Memorial Auditorium and the Baker University Student Center
• Read and reviewed artist contracts ensuring proper equipment was built and available

Athens OH

• Promoted to take on more responsibilities
• Further developed analog and digital mixing console operation skills

Athens OH

• Served as primary fly rail/load rail operator
• Hung and focused lights
• Performed basic functions on lighting consoles as well as operating spot lights