Program Manager

1. Donald Baxter
28112 Palmada Mobile (949) 500-3606
Mission Viejo, CA 92692 don.baxter@cox.net
Manager Profile
Technical Service Manager ∙
Technical Onsite Manager ∙ Dispatch Manager ∙Hardware Program Manager ∙
Project Manager ∙ Account Manager ∙ Desktop Management Practice Manager
∙Business Development Manager
Business Owner and IT Service Manager with 12+ years of experience developing
technical services in the IT outsourcing industry. Strong project management, leadership,
motivation, communication, negotiation, creative and analytical skills. Quality customer
service skills with all levels of the customer management team.
 
Mission-Critical Project Lead Desktop Service Analyst

Management Multi site Hardware Rollout
 Recruiting/Staffing/Placement Manager for computer/network
 System Migration / Transitions installations and support
 
Contract & Vendor Negotiations Lead Tech on US Navy Project
 
Manager of Desktop Rollouts Field Tech for Hughes, Rockwell,
 Help Desk /Call Center JPL ∙

Management Executive Management Team
Area of Expertise
Program and Project Manager performed with MicroAge
Technology Services
Hardware Rollout Manager - Worked closely with the Account Manager and Project
Managers to scope out several hardware/network installation/rollout on going programs.
Los Angeles police department computer/network rollout over a six month period -
I managed the project from the cradle to the grave. Met the police departments schedule to
do two police stations one weekend a month with ten computer technicians each install
date. Provided the staffing and the trucks plus working with our networking team to
configure and install the network infrastructure. I was a working project manager with no
problem rolling up my sleeves and performing computer, monitor and network printer
installations and configuration plus hardware support for four years.
Disney Studios – Managed ten to twenty onsite Technical Analysts and Supervisors that
created images in our configuration center then schedule ten to fifteen computer PC and
Mac installations per day plus handled all upgrades and warranty service calls throughout
the studio campus, this was an ongoing program. The installs consist of a data transfer,

2. network configuration and network printer and copy machine connectivity. We also did
trickle downs to move the old computers to new end users plus ongoing warranty support
for all equipment for five years.
Disneyland, Anaheim, Ca office and park - Managed ten to twenty onsite Technical
Analysts and Supervisors that created images in our configuration center then schedule ten
to fifteen computer PC and Mac installations per day plus handled all upgrades and
warranty service calls throughout the park and campus this was an ongoing program. The
installs consist of a data transfer, network configuration and network printer and copy
machine connectivity. We also did trickle downs to move the old computers to new end
users plus ongoing warranty support for all equipment for five years.
Amgen, Newberry Park, Ca. - Managed five to ten onsite Technical Analysts and
Supervisors that created images in our configuration center then schedule nine to twelve
computer PC and Mac installations per day plus handled all upgrades and warranty service
calls throughout the campus this was an ongoing program. The installs consist of a data
transfer, network configuration and network printer and copy machine connectivity. We
also did trickle downs to move the old computers to new end users plus ongoing warranty
support for all equipment for three years.
Pacific Life, Newport Beach Ca. - Managed one to three onsite Technical Analysts and
Supervisor that created images in our configuration center then schedule two to three
computer PC installations per day plus handled all upgrades and warranty service calls
throughout the campus this was an ongoing program. The installs consist of a data transfer,
network configuration and network printer and copy machine connectivity. We also did
trickle downs to move the old computers to new end users plus ongoing warranty support
for all equipment. For four years
Performed several operating system migrations through the years. - This consisted of
migrating from Window 95 and 98 to Windows 2000 and XP. Clients like O’Melveny and
Myers, Pacific Life. Managed the Project Manager that was the onsite hands on Project
Manager throughout the migration. These projects ran six to eighteen months.
IT Department Recruiter and Management - Understand client’s technical skills
requirements to match technical personnel to position.
Quality Service Process Improvement - Train service department personnel to install
new computers and perform service repair.
Large Scale Manufacture Parts Replacement. -Scheduled and Managed several desktop
and laptop service part replacement projects.
Professional Experience

3. Program Manager
02/2001 – 1/2009 WD Solutions, Mission Viejo, CA
Performed all job functions to start a company from the ground up. Sales and Marketing
from creating our web site to developing marketing material, cold calling and service
agreement negotiations and closing. Technical Services, Project and Program Manager all
areas from onsite dedicated tech support to new hardware rollouts/ installations and on
going support local and remote help desk support via the internet.
** CompuCom Systems, MicroAge Technology Service and MicroAge The Corporate
Center are the same company. I spend a total of nine years with this company.
Account Manager
1/2000 – 01/2001 CompuCom Systems, Irvine, CA
Develop business relationships with clients that see the value in outsourcing IT projects
and purchasing servers and storage equipment from a solutions provider. Meet with my
current client base to discuss their business issues. Present hardware procurement and
service solution that help my clients meet their business goals. Make cold calls; send email
and letters to new prospects to present our product and services. Work closely with our
partners to win new business. Acting project manager as requested.
Business Development Manager/ Desktop Program Manager Practice
Manager
8/1999 - 10/2000 MicroAge Technology Services, Irvine, CA
Establish and maintain client relationships and add value to existing and new business
partners. Assist the Account Executives in increasing service revenue with existing fortune
500-client base. Present current IT Infrastructure Solutions that meet the clients needs.
Work with clients and Account Executives to develop Scopes of Work and respond to RFP
etc.
IT Director/Service Manager
8/1992 - 8/1999 MicroAge The Corporate Center, Cerritos, CA
Director of Technical Services and member of the Executive Management Team.
Managed the day to day and build for the future in all areas within the MicroAge Service
Organization. Maintained relationships and adding value to existing and new clients.
Responsible for recruiting and staffing the Service Department including Engineers,
Technicians, Logistics and Customer Service/Help Desk personnel. Increased the dedicated
onsite Technical staff from eight (8) to thirty-five (35) Engineers and Technicians to
support clients from Thousand Oaks, CA to San Diego, CA. Program and Project Manager
for multiple clients throughout Southern California. Performed all annual reviews that
include establishing training goals. Maintained a high level of customer satisfaction by
selecting and implementing a call tracking system. Performed and supervised service on all
accounts: Hughes Aircraft, Nissan, The Gas Company, Nestle, Rockwell, Amgen, JPL,
Disney, Pacific Life, etc.

4. Senior Technical Analyst - Onsite Technical Lead
9/1988 - 8/1992 ICON Computer Corporation, Tustin, CA
Senior Technical Analyst - Performed service calls to all major customers in the Orange
County and LA County Accounts: Dedicated onsite support working with the clients IT
staff: US Navy, Hughes Aircraft, Lathem Watkins, City Bank, Pacific Mutual, Southern
California Gas, Sanwa Bank, Nissan, Paul Hastings etc.
Education
05/2005 University of Phoenix, Foothill Ranch, CA
 Bachelor of Science in Information Technology
 BS in Information Technology. Study: IT MGMT, Project MGMT, C+, Visual Basic,
Web Design, System Development Life Cycle. Graduated May, 2005.
 MS, Word, PowerPoint, Project, Visio, Outlook Win 95, 98, NT, 2000, XP and Server.
 Training on Tivoli, HP Storage training, HP, Compaq Pentium laptop, desktop and
printer/copy fax certifications
 A+ certification: That covers Intel PC Windows XP & Vista
 Attended Novell NetWare 3.12 classes (seven).
 Microsoft Frame Works Project Management Methodology
 Compaq Storage Works Full Line Sales Training
 Selling Compaq Storage Works Enterprise Solutions
 Compaq Alpha Sales
 Tivoli Enterprise Management Methodology (two week course)
 Project Management Training MicroAge and CompuCom internal methodology.
Management and Sales Training
Completed the following Dale Carnegie, Microsoft and Compaq classes.
 Dale Carnegie Leadership Training for Director of Technical Services 08/96
 Dale Carnegie Account Manager Sales Course (17 weeks) 05/97
 Mahan Khalsa “ Helping Clients Succeed” (Microsoft Sponsored) 11/00
 Question Base Selling provided by Compaq. Thomas A. Freese was the presenter
09/01
Awards
 MicroAge Presidents Quality Customer Service (Senior Technical Analyst) 1992
 MicroAge Presidents Quality Management (Director of Technical Services) 1995
Professional References: Russell Deer, Senior Systems Engineer Pacific Life, Newport
Beach, California. Phone 949-279-1368 after 3:00PM.
(I have performed duties as a Technical Analyst on hardware rollout projects over the
years Russ Deer and I have been peers, 20 years.)

5. Christine Smith, General Manager Ayres Suites, Orange, California (714) -978-9168.
Email:csmith@ayreshotels.com.
(Performed onsite hardware installation and ongoing support for four years.)
Bill Dolan, General Manager Ayres Suites, Seal Beach, California (562) 596-8330.
Email: bdolan@ayreshotels.com
(Performed onsite hardware installation and ongoing support for four years.)
Russ Cox, Director, Rim Corporation, Anaheim, California (714) 533-3555.
Email: rcox@rimcorp.com
(Onsite contractor that performed as the Project Manager and Lead Analyst. Performed IT
server and rack installation move to new location plus install all computers and printers to
the network. Provide all technical support on computers, servers and printers.)
Rosa Cook, General Manager Residence Inn, Anaheim, California, (714) 533-3555.
Email: rcook@rimcorp.com
(Onsite contractor that performed as the Project Manager and Lead Analyst. Performed IT
server and rack installation move to new location plus install all computers and printers to
the network. Provide all technical support on computers, servers and printers.)