Timothy Baca is seeking an IT or management position and has over 15 years of experience in customer service, technical support, and management roles. He has managed teams of over 120 employees and 40 representatives. Baca has a wide range of technical skills including various operating systems, networking, virtualization, and programming languages. His experience includes roles at T-Mobile, GoDaddy, and Verizon Wireless where he provided technical support, coached representatives, met sales goals, and managed stores and teams. He is currently pursuing an Associate's degree in Information Science from UNM.

1. Timothy M. Baca
86 Vegas Rd
Los Lunas, NM 87031
(505)507-9226 (cell)
owner@timothybaca.com
Objective
I am a looking for a leadership or information technologyoriented position within the companyto establish a
career path and improve customer service KPI’s established bythe organization.
Professional skills
Management120+ employees. Call center management. Retail management.
Superior customer service. Exceeds sales quotas. Product expert.
Resource management. Inventory management. Cash handling up to $100,000.00
Recruiting and interviewing. Annual and quarterly reviews. Career guidance and support.
Training to reps and customers. Exceeds performance goals. Multitasking excellence
Technical skills
Ssh and rdp. Linux servers Windows server 2008 r2 Windows server 2012
CompTIA A+ MCDST. Microsoft Word. Microsoft Excel.
Office 365. Microsoft OneNote. Microsoft PowerPoint. Microsoft Exchange server
IOS. Android. Windows Mobile. Apple certified
Blackberry BES. BIS. Adobe Photoshop
Adobe Fireworks. Html programming. Windows active directory. WordPress
Pop email. Php troubleshooting. Whm and cPanel. Plesk
Virtualization Ssl and website security.
Experience
September 2015 -July 2016 T-mobile USA, Albuquerque , NM
Specialist -Technical Support
• Assisted customers with technical inquiries
• Provided guidance with billing inquiries.
• Educated customers on complexsolutions
• Maintained a positive customer experience for all customers.
• Assisted customers with new device and account inquiries.
• Guided customers with a whole accountsolution.
August 2013-July 2015 Godaddy.com, Phoenix, AZ
Hosting Support - Supervising Lead
• Coached reps through sales process and technical knowledge.
• Maintained a team over 40 representatives
• Motivated team members to achieve better sales performance and efficiency.
• Helped coach peers to assisttheir team members in an efficientmanner
• Assisted representatives with career pathing and other career oriented support
• Maintained high level relationships with businesses needing support.
• Maintained top 3 sales performance in the department.
• Lead team members through successful customer interactions on a daily basis
Hosting Suport Phones
• Assisted customers with ensuring their business presence online is successful.
• Assisted customers with recovering their website,troubleshooting,and ensured theyare on the right
services.
• Motivated team members to achieve better sales performance and efficiency.
• Assisted web developers to ensure their customers site.
• Led team huddles every morning and wentover numbers dailywith the team.

2. Timothy M. Baca
86 Vegas Rd
Los Lunas, NM 87031
(505)507-9226 (cell)
owner@timothybaca.com
May 2006-August 2013 Verizon Wireless, Albuquerque, NM – Phoenix, AZ
Wireless data technical support-coordinator - Supervisor Technical Support
Technical Support Coordinator:
• Leading performance appraisal for 2009
• Took inbound calls in an efficientmanner while maintaining all proficiencies ator above companystandard
• While in position,maintained the dailystatcommunication with myunitand supervisor
• Completed the course requirements for the UNM A+ certification classes
Supervisor Technical support:
• Managed excellence through motivation and consistentcoaching.
• Cultivated creativity through the sharing ofbestpractices and procedures.
• Coordinated and facilitated team meetings,tech talks, and peer to peer training sessions
• Supervisor- approved payroll, quality monitoring,individual and team coaching.
• Motivated and encouraged total accountservicing including:upgrades,accessorysales,and add a lines
• Maintained employee retention and developmentby implementing companytraining,and building morale
Supervisor Technical Support-Transition
• Lead 26 new employees through dailymeetings and encouragement.
• Managed processes for coaches to answer technical questions and coaching.
• Coach to coach, sessions completed to ensure proper coaching given by coaches.
• Encouraged employees to empower themselves with tools and customer accounts.
Assistant Manager- Retail Sales
• Managed and encouraged employees to sell with integrity
• educated employees to perform with excellence to obtain kpi’s
• assisted aspiring individuals through mock interviews for promotions
• Led the Ray Rd to achieve bestsales in NFL mobile in the nation in September 2010
• Helped Ray Rd achieve 127 tablets in the month March 2011
• Led sw03 smartphone mixin q2 and q3 2011
• AssistantManager Selling day#1 in growth for SW02
• YTD Smartphone mix87.24%
• R2B Champ for San Tan ytd 19.17% at a goal of 10%
Feb 2005 – April 2006 Gowireless Albuquerque, NM
Store Manager
• Verizon wireless premier dealer
• Managed excellence through motivation and consistentcoaching.
• Cultivated creativity through the sharing ofbestpractices and procedures.
• Used VZW billing system/pos:EROeS INFODesk and infomanager•Monitored sales ofall employees whil
e maintaining personal and companyprovided sales goals
• While in position myteam maintained a steadyimprovementof23% sales increase over previous sales mo
nths for the store
• Coached to performance and created contests to encourage high performance
• Data sales for the store were maintained between 176%-332% data to phone average for the last4 months
of employment
• In July of 2005 received an award for highestaverage of sales and data
Education
2016-currentUNM Valencia Campus
Associates in Science: Information Science
2006 -- 2008 UNM Continuing Education
• A+ Certification
• MCDST Certification