Brandon Baker

Methodical and meticulous IT Technician with 5 years of IT experience and prior background in customer service. Proficient with a broad range of enterprise devices, applications, systems and technology platforms. 

Experienced in troubleshooting technical issues, setting up and administrating enterprise workstations, laptops, servers, printers, phones, office equipment, applications, preparing clear internal and user-facing IT documentation, and more.

Technical Skills
 

Operating Systems: Windows Server 2012-2022, Windows 7/10/11, macOS, iOS, Android 

Hardware: Servers, Desktops, Laptops, Tablets, Deskphones, Cellphones, Peripherals, AV equipment, Firewalls, Switches, Wi-Fi APs 

Applications: ConnectWise, Jira, Confluence, Remote Desktop, TeamViewer, Kaseya RMM, Microsoft Office, Teams, Slack, RingCentral, Adobe CC, Smartsheet, KnowBe4, PowerShell, Zoom and more 

Platforms: Microsoft 365, Exchange, SharePoint, Azure, Entra ID, AD, Intune, MFA, Hyper-V, Cloudflare, LastPass, Group Policy, ICT/Salto Access Control, Alarm.com, and much more 

Networking: TCP/IP, LAN, DNS, DHCP, VPN, SSL, Fortinet, Ubiquiti, Meraki

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Work Experience

System Administrator 
September 2021 – Present 
Inovatec Systems 
Vancouver, BC

• Triage incoming support issues from managed clients to appropriate support teams 
• Provide technical support and system administration in a complex multi-tenant environment with approximately 350 internal users and many external clients
• Order, setup, and manage business systems, services, servers, employee workstations, equipment, and software applications 
• Complete assigned IT projects and planned work, such as setting up Azure Universal print services, servers and applications, Wi-Fi networks, domain purchase and setup, inventory cleanup, and much more 
• Assist Information Security team with audits, investigation and proactive mitigation of security issues; assist with rollout of security measures, monitor systems for incidents 
• Adhere to and improve existing procedures and policies, create new knowledge base documentation and train users as needed

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IT Support Specialist 
September 2020 – September 2021 
Inovatec Systems 
Burnaby, BC

• Triaged incoming support issues from managed clients to appropriate support teams
• Provided technical support and administrated systems in a complex multitenant environment with approximately 300 internal users; escalated tickets to tier 2 and 3 support when required
• Ordered, setup, and administrated various computer equipment, software and systems; managed company IT asset inventory
• Assisted Information Security team with audits, investigation and proactive mitigation of security issues; assisted with rollout of new security measures, monitored systems for incidents
• Worked efficiently as part of a small team to prioritize tasks, completed quarterly projects, collaborated with team members to meet deadlines
• Adhered to and improved existing procedures and policies; created new knowledge base documentation as needed

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System Administrator 
April 2019 – July 2020 
ONNI Group 
Vancouver, BC

• Provided fast and effective troubleshooting and support to a worldwide enterprise userbase for a broad range of technical issues
• Administrated Active Directory, Office 365, Exchange, Mobile Device Management, Access Control, various servers, employee workstations, printers, networking equipment, licensed software, and much more
• Identified, prioritized, actioned and closed 60-100 or more service tickets weekly, contacted vendors to resolve problems when required
• Completed projects, collaborated with other team members, department heads and upper management to meet deadlines
• Sourced, ordered and provisioned various equipment and company assets
• Documented new processes and technology, updated outdated documentation 

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Tier 1 Support Technician 
August 2018 – April 2019 
OPUS Consulting Group 
Vancouver, BC

• Worked as part of a team to efficiently prioritize and resolve incoming service tickets from managed clients
• Troubleshooted computer software, hardware, and networking problems; administrated various business systems and services for customers
• Escalated tickets as necessary to the proper team members and vendors to maintain Service Level Agreement
• Assisted with training new hires and existing user base to utilize defined business applications and systems 
• Sourced, ordered and provisioned hardware and equipment as needed
• Followed existing procedures and documentation, created new documentation
• Expanded technical knowledge by taking on unfamiliar tasks and learning new skills

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Technical Support Professional program
September 2017 – July 2018 
BCIT Downtown Campus
Vancouver, BC 

An intensive ten-month program emphasizing the fundamentals of Windows enterprise environments, software/hardware troubleshooting and computer networking.