Gerald Baier has over 15 years of experience in IT leadership, operations, and customer support roles. He has a background in network administration, database management, and security and is proficient in Windows, Linux, and various networking and security tools. Baier currently works as a technical support contractor providing IT assistance to Army Reserve end users.

1. GERALD L. BAIER
9504 SOUTH 23RD STREET
BELLEVUE, NE., 68147
PHONE: 402-709-8805 Email: jbaier58@yahoo.com
QUALIFICATIONS AND RELEVANT EXPERIENCE
Leadership and Communication Skills
I received extensive Leadership training. Fifteen years of leadership courses,and actual hands on leading
experience. Currently a member of ToastMasters International, in Omaha. Trained in ITIL procedures, I
obtained ITIL Foundation certification. I set up an Operations Center, and I was the only operations
technician monitoring for Benaissance llc in Omaha. I set up the monitors, and the alerting systems,to
include the Network Intrusion Detection System. I managed the Operations Center.
Computer Skills
Microsoft: Windows 98/2000/XP/7/8.1/10 Enterprise 7, MS Office 2010/2013,Outlook 2013.
Mainframe TSO/ISPF, Batch job monitoring. Attachmate. Other: Active Directory. SonicWALL. SCCM.
SCOM. AlienVault IDS. AS400 operations and query. Citrix. UNIX. Working knowledge of X Windows
(Linux) as a user. Bomgar. Dame Ware. AT&T Route It! Completed Windows 2000 course work. I am
expert with Windows 7, Windows 8 and Microsoft Office 2013.MS Exchange. I obtained CompTIA
Network + certification and CompTIA Security + certification. Windows 7 Enterprise
Troubleshooting, 6293Acourse completion, New Horizons computer center. Completed Skillport
Army Microsoft Specialist Windows 10 – Configuring Windows Devices course.
CAREER EXPERIENCE AND EMPLOYERS
Apr. 2015 to Present – I am currently a contractor with SAIC, and I am assigned at the Omaha Army
Reserve Center. I am Technical Support Level III supporting Army Reserve end users for IT. I work with
end users as technical escalation point. I take phone calls and work incidents utilizing service desk. My
duties include: account administration, distribution of software and documentation, system and network
status,computer reimage, problem management and root cause analysis processes.I document problem and
troubleshooting efforts, while maintaining and updating the CA Service Desk tracking tool. I also escalate
unsolved tickets to higher tier support,as needed,and report recurring problems to management.
Sep. 2013 to Jan.19 2015 – I was employed at Benaissance. I was the sole Operations Center Technician
for the company. I assisted in setting up the Operations Center, and I set up the monitors. I monitored real-
time transactions,production servers,payment processing,EDI 820/834 batch processing,websites for
uptime, internet, and bandwidth monitoring across our data centers. I logged into production servers, and I
reacted to systemalerting. I monitored the SQL servers. I utilized Microsoft Systems Center 2012 and
SonicWALL. I reacted to any alerts, from the PolyMon application. I ensured that nightly processing
completed properly and on time. I monitored AlienVault as an Intrusion Detection System(IDS). I
escalated incidents, utilizing ITIL practices. My position entailed carrying an on call phone,24X7, 365
days.I often fielded client calls after hours for reporting, and incident escalation. I documented all
operations procedures,and wrote training documentation. I also performed Help Desk duties,and I set up
computers with Windows 8.1. I assisted internalcustomers with hardware and software related issues. I set
up Dell laptops and PCs for end users.
Feb.28 2012 to Sep 2013 – Employed at G4S Technology LLC. IT Support Analyst II. Windows 7
Enterprise support. Windows XP support. Help Desk. I imaged and set up laptop and desktop computers.
I was contacted by customers via phone,instant messenger, email, and face to face. I took care of customer
hardware and software issues through resolution. I provided remote installation support and application

2. repair to customer base. I remoted in to user desktops utilizing Bomgar and Got To Assist.I obtained
location of hardware and software, and maintained asset database.SCCM. I assisted users with Citrix login
and applications. I performed daily tape backups,load and unload, and login to server to set backup
schedule.Knowledge base maintenance of, and SharePoint updates. Connect laptops and desktops to
network drives and printers. Performed Spyware and Virus scans. Apple support to include Mac Books.
Android corporate sync account email (set up) support. I utilized Active Directory and Exchange.
October 4, 2010 to Feb 26, 2012 – First Data Corporation, in the Command Center. IT Operations Analyst
II, and my duties involved help desk. I also monitored credit card, debit, and ebt transactions,using Early
Warning (EW). The authorizers I monitored the processing ofmillions upon millions of transactions daily.
I utilized various windows based applications, and monitored several different platforms. I utilized remote
desktop sessions to monitor alerts.
October 1, 2009 to October 3, 2010 - I was employed at Infocrossing (Wipro), as a night shift (overnight)
Data Center Services Agent (Help Desk). I also walked to the server rooms to conduct server reboots,cable
checks; hard drive replacement and disk swap out.My position required networking knowledge. I utilized
Active Directory, remote desktop,Spectrum, and othertools. I assisted with password resets. I received
ITIL training, and followed ITIL practices for service desk.
April 25, 2009 to Sep29, 2009 - I was employed at Pacific Interpreters as a Customer Service Agent and
ancillary duties as an onsite PC technician and server room technician when needed.
Jan 2006 to March 13, 2009 - I was employed with Pay Pal (eBay), as a Senior Agent (Help Desk), in
Merchant Solutions. I multi-tasked by answering internal/external customer calls, answered emails, and
researched merchant web sites.I assisted merchants with help desk and technical issues concerning their
accounts. I was assigned as a Pay Flow Gateway Support Analyst in Business Support. I was a Gateway
product subject matter expert. Thorough knowledge of merchant processing,and credit card processing
systems and processors.
October 2005 to Jan 2006 - I was contracted through an agency (Joy and Associates),as a contracted
Technical Trainer. I traveled as a Technical Trainer for Election Systems and Software out of Omaha, NE. I
completed training and certification as a Technical Trainer with ESS hardware and software, to include
their full Unity suite of software. May 2004 to April 2005 - Carlson Hospitality Worldwide as a Technical
Support Analyst. Assigned to the IT Help Desk, supporting users with computer and VPN assistance.
** Prior Career U.S. Air Force. Overseas locations. United States Strategic Command, Offutt Air Force
Base, Omaha. I was a supervisor,trainer, and Intelligence Operations research analyst. I received
management training while in the Air Force. I updated databases and maintained databases.
EDUCATION AND CERTIFICATION
CompTIA, I obtained the CompTIA Security + certification, May 2015. I am currently enrolled in the
CompTIA Network + Continuing Education (CE) program to stay current in Networking.
ITIL, I obtained the ITIL Foundation Certification in IT Service Management, May 2015.
Metropolitan Community College, in the Network Technology program.
Occupational Specialist certification in Computer Technology,Database Management.
B.S. Degree, Management, minor in electronics theory.Southern Illinois University, Carbondale.
US Army Skillport, Microsoft Specialist Windows 10 – Configuring Windows Devices course 11/16.
NAC SECRET Clearance, I have a Secret security clearance from background investigation 03/16.