Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Zachary Z. Baker

Baltmore

Summary

Dynamic IT professional with extensive experience at Tampa Bay Buccaneers, excelling in Active Directory management and delivering exceptional customer service. Proven track record in troubleshooting and automating processes, including a 20% reduction in incident response times. Adept at user training and documentation, ensuring seamless operations and client satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Network Analyst

Tampa Bay Buccaneers
Tampa
04.2022 - 06.2022
  • Provided daily support resolving over 30 tickets covering hardware, network, printers, VOIP systems, and mobile devices.
  • Managed user accounts in Active Directory and Office 365, meeting SLA requirements consistently.
  • Performed system imaging and configuration using SCCM, ensuring accurate asset management.
  • Collaborated with external vendors ensuring reliable support during critical operations.

Air Defense Battle Management Systems Operator (E-4)

Florida Army National Guard
Sarasota
12.2014 - 10.2020
  • Configured, secured, and maintained classified and unclassified networks and radar systems.
  • Led a technical team responsible for equipment installation, troubleshooting, and maintenance.
  • Adhered strictly to information security protocols throughout tenure.

Owner & IT Consultant

TechROM LLC
Tampa
10.2018 - 05.2020
  • Delivered comprehensive remote and onsite support for small businesses, facilitating Windows installations and Office 365 migrations.
  • Provided customized user training sessions, developed instructional guides, and managed client technical documentation.
  • Oversaw all business operations, including inventory management, purchasing, invoicing, and ticket management.

Service Desk Analyst (Contract)

Kforce
Tampa
08.2019 - 11.2019
  • Handled 100–150 tickets monthly for a large healthcare client, achieving 98% first-contact resolution.
  • Administered Active Directory user accounts and Office 365 mailboxes, including password resets and account modifications.
  • Provided remote troubleshooting via SCCM and Bomgar for hardware/software issues, connectivity problems, and printer management.
  • Developed and documented a comprehensive 25-page help-desk manual, used for onboarding new technicians.

IT Support Analyst Intern

Welbilt
New Port Richey
05.2018 - 08.2018
  • Automated migration of 400 GB email archives to Azure Cloud with PowerShell scripts, enhancing data compliance.
  • Created real-time IT support dashboards in Power BI and SQL Azure, reducing incident response times by 20%.
  • Managed the deployment of critical security updates to over 250 workstations, significantly decreasing vulnerabilities.

Education

Bachelor of Arts - Economics

University of South Florida
Tampa, FL
12-2020

Associate of Arts - Computer Science

Santa Fe College
Gainesville, FL
05-2020

Skills

  • Windows 10 & 11 Administration
  • Active Directory & Office 365
  • Imaging & Deployment (SCCM/MDT)
  • Hardware & Software Troubleshooting
  • Ticketing (ServiceNow, FootPrints)
  • Remote Support & VPN
  • Network Troubleshooting (TCP/IP, DNS, DHCP)
  • PowerShell Automation
  • User Training & Documentation
  • Inventory & Asset Management
  • Exceptional Customer Service

Certification

  • CompTIA A+
  • CompTIA Security+
  • Claim Academy Full-Stack .NET/C#

Timeline

Network Analyst

Tampa Bay Buccaneers
04.2022 - 06.2022

Service Desk Analyst (Contract)

Kforce
08.2019 - 11.2019

Owner & IT Consultant

TechROM LLC
10.2018 - 05.2020

IT Support Analyst Intern

Welbilt
05.2018 - 08.2018

Air Defense Battle Management Systems Operator (E-4)

Florida Army National Guard
12.2014 - 10.2020

Bachelor of Arts - Economics

University of South Florida

Associate of Arts - Computer Science

Santa Fe College

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Zachary Z. Baker