Adam Baxter

Lead day-to-day fiber installation activities in mission-critical data center environments, coordinating work and ensuring installations are completed accurately and safely. Supervise technicians, inspect completed work, and maintain project documentation.

Managed ServiceNow trouble tickets for Network Operations and Infrastructure customers, documenting issues and resolutions. Performed Level 1 troubleshooting for network infrastructure and coordinated with technical teams on equipment changes.

Supported structured operational workflows within an AWS data center environment, emphasizing accuracy, documentation, and adherence to procedures. Performed infrastructure support and cable patching activities.

Managed day-to-day operations, staffing, scheduling, inventory controls, and compliance in a high-volume environment. Monitored operational KPIs and coordinated with regional operations and technical support teams.

Provided Tier 1 and Tier 2 technical support for internet, mobile, and cable services, resolving connectivity and account issues. Created training materials and tracked operational KPIs.

Managed daily operations across multiple departments, coordinating staff, vendors, and service delivery. Provided first-line technical support for staff and residents, including Wi-Fi and VoIP troubleshooting.

Developed and maintained interactive Google Sheets dashboards for team metrics and operational reporting. Automated recurring reporting and administrative workflows, and created SOPs.

Provided Tier 1 and Tier 2 technical support across corporate, retail, and manufacturing environments. Managed endpoint lifecycle activities and maintained asset records using RFID-based tracking tools.

Managed day-to-day IT operations supporting executive, creative, and production teams. Implemented AssetPanda for asset tracking, coordinated infrastructure projects, and managed secure transfer of 35TB of production data.

Provided Tier 1 and Tier 2 technical support for a cloud-based SaaS platform, troubleshooting application and account issues. Managed support tickets through Zendesk and escalated complex issues via Jira.

Supervised a 36-person technical helpdesk supporting field operations, managing escalations and workflow coordination. Developed SOPs and trained team members on Excel and reporting processes.

Coordinated daily field technician assignments across multiple service areas, balancing SLA priorities and technician availability. Monitored real-time operational activity and resolved workflow issues.

Provided customer service, technical support, and retention services, resolving issues and retaining customers.

Provided technical support for customers, resolving connectivity and service issues.

Managed electronics, photo lab, and customer service departments, overseeing operations and staff.

Led dispatch and routing operations, coordinating field assignments and ensuring efficient service delivery.

Pursuing a Bachelor of Science in Information Technology with an estimated completion date of September 2027.

Completed a Master of Business Administration in IT Management in October 2024.

Completed a Bachelor of Arts in Music in May 2003.

Completed a Media Communications Certification in October 2019.

Holds a CompTIA A+ Certification, which expired in March 2023.