Scott Baker

Experience

• 

  State of Wisconsin

  Mar 2006 - Nov 2006

  Desktop Support Specialist

  - Division of Enterprise Technologies- Managed ticket queue from level 1 analysts- Reimaged over 200 computers and built user profiles- Installed various types of software and hardware for clients- Troubleshooting the following: computer hardware, email clients, desktop applications, and network services- Provided computer troubleshooting phone support for internal customers

• 

  Telephone and Data Systems, Inc.™ (TDS™)

  Oct 2007 - now

  I am responsible for providing leadership and management of IT professionals on the Client Solutions team. The Client Solutions team is responsible for delivering quality customer service and improving the end user experience for all business units across the Enterprise. This is achieved through quality, second level (Tier 2) support for a variety of end user services. I manage and own the following IT services that are provided to over 5,000 people in the environment: End-User Computing, setting windows client hardware standards, Web browser management, SCCM, Microsoft Windows OS Build development/management, Microsoft system patching, virtual desktops (VDI), application deployment, Video Conferencing, and software licensing. This team also provides support for the usability of end user applications. Additionally, specific functions and responsibilities include:- Managing team performance and providing regular feedback- Resource Management: Continually managing work load within the team, and setting priorities based on business need- Supports the ITIL processes including Incident, Change, and Problem management- Drive department and team level objectives throughout the team- Owns the strategy roadmaps of end-user computing, including software/hardware lifecycle management, and working with the business stakeholders to determine needs.- Financial Management: Develop and manage the overall team budget, with a focus on cost control- Enterprise level process improvement focus- Relationship Management: Establish rapport and maintain strong relationships with business unit stakeholders, and senior level managers. - Project Management: Assumes the project manager role on various team initiated projects, to ensure successful implementation of projects, deadlines are being met, and are within the project's budget- Service Ownership: Maintains strong SLAs on the services I own, and ensure critical business systems are available Show less I am responsible for providing leadership and management of IT professionals on the Client Solutions team. The Client Solutions team is responsible for delivering quality customer service and improving the end user experience for all business units across the Enterprise. This is achieved through quality, second level (Tier 2) support for a variety of end user services. I manage and own the following IT services that are provided to over 5,000 people in the environment: End-User Computing, setting windows client hardware standards, Web browser management, SCCM, Microsoft Windows OS Build development/management, Microsoft system patching, virtual desktops (VDI), application deployment, Video Conferencing, and software licensing. This team also provides support for the usability of end user applications. Additionally, specific functions and responsibilities include:- Managing team performance and providing regular feedback- Resource Management: Continually managing work load within the team, and setting priorities based on business need- Supports the ITIL processes including Incident, Change, and Problem management- Drive department and team level objectives throughout the team- Owns the strategy roadmaps of end-user computing, including software/hardware lifecycle management, and working with the business stakeholders to determine needs.- Financial Management: Develop and manage the overall team budget, with a focus on cost control- Enterprise level process improvement focus- Relationship Management: Establish rapport and maintain strong relationships with business unit stakeholders, and senior level managers. - Project Management: Assumes the project manager role on various team initiated projects, to ensure successful implementation of projects, deadlines are being met, and are within the project's budget- Service Ownership: Maintains strong SLAs on the services I own, and ensure critical business systems are available Show less Provide leadership and coaching to a team of direct reports on the IT Service Desk. This also includes monthly performance feedback, recognition, and career development of my staff. I am responsible for the day-to-day operations of the IT Service Desk. In this role, I also perform Incident Manager responsibilities, which involves partnership with stakeholders and IT service owners to execute established processes related to high and major impact incidents. I am also in charge of managing daily staff schedules, and adjust according to the needs of the business. Other responsibilities in the role include:- Effectively communicating to key business partners or stakeholders, vendors or clients- Help make budgetary decisions based on the business need and staffing need- Will oversee project work from analysts to ensure accountability and consistency- Strategic planning and quick decision making- Build/strengthen relationships with leaders across the company- Perform weekly team performance reporting and provide results to senior leadership- Project leadership- Handle escalations from customers and stakeholders- Continuous process improvement Show less Provide mentoring and leadership functions within the IT Service Desk, including first level (Tier 1) technical and functional support of IT systems, applications, services and processes, internally escalated support for Service Desk Support Technicians, and second level (Tier 2) support for single user issues within TDS Telecom and TDS Corporate. Also partners with end users, peers, and tier 2 support teams to resolve reported issues, and escalate to other teams when necessary. Have a high level of knowledge and skill necessary to provide accurate and creative solutions to complex issues across multiple business units. Additionally, I provide the following in the senior role:*Certified HDI Desktop Support Technician- Providing advanced PC support of hardware and software including: (software installation, SCCM issues, SAP, Microsoft Office, security tools, Citrix, Active Directory, GOOD technology, printers, laptops, desktops, virtual machines, and wan/lan connections)- Leadership role involving delegation of tasks, multi-tasking, coaching and providing feedback to the level 1 analysts, high impact decision making, and working closely with the supervisors- A lot of focus on continuous process improvements for our desk- Provides in depth knowledge of all supported systems and processes- Completes requests and incident tickets assigned to queue by level 1 analysts- Participates in high impacting projects which involves application testing, knowledge creation, teach back to the team, quick decision making- Knowledge and New hire trainer- Building and maintaining strong relationships with stakeholders, end-users and key support partners- Handling escalations from end-users- Strong communications skills Show less Served as an initial point of contact for first level technical and functional support of IT systems, applications, services and processes. Developed a high-level understanding of technical systems in order to provide support for Enterprise applications, including but not limited to Active Directory, billing systems, Citrix, SCCM, Microsoft Office, and SAP. Provided level-one support of hardware including Windows desktops, laptops, virtual machines, printers, monitors, and servers. Partners with end-users to resolve reported issues, suggest workarounds when appropriate, and escalate to other support teams when necessary. Additional job responsibilities include:- Developed projects that are beneficial to the company- Trainer for new hires and Enterprise cross-training- Provided knowledge base contributions to the team- Provide great customer service to end users with written and oral communication Show less

  • Manager, IT Client Solutions

    Sept 2019 - now

  • Supervisor, IT Client Solutions

    Apr 2017 - Aug 2019

  • Supervisor, IT Service Desk

    Jan 2014 - Apr 2017

  • IT Support Technician III

    Apr 2012 - Jan 2014

  • IT Support Technician II

    Oct 2007 - Apr 2012