Matthew Baker

Matthew Baker


  • Versatile, Proven Business Technology Professional

A high performer combining technical knowhow, leadership skills, and business sense. 12+ years IT experience in support, development, and analysis. The right mix of experience, education, and work ethic. My job is to improve the team, department, organization, customers, and community I serve by creating a sustainable output of rewarding results.

·Advanced Excel, Powerpoint, Access, Visio, and Sharepoint development & support.

·12 years in large corporations using ITIL, SDLC, SOX, ISO:9001, 21 CFR pt 11, HIPAA.

·Master’s degree in leadership from the University of San Diego School of Business.

·Communication, presentation, training, and writing skills targeted to focus on the customer.

I'm also found at


Blend business, leadership, and technology skills to realize a visionary, values-based organization's goals.  To be an essential, influential, and meaningful contributor toward ultimately improving people's lives.


Coachella valley music & arts festival, Dog Beach, Joshua Tree, Salton Sea, Borrego, Death Valley, Netflix, Home Theater, Irish History & Culture, Ireland, Golf, Landscape Photography. I'm an FCC licensed commercial radio operator and former morning show host. Myers-Briggs: INTJ

DISC: CD      

Work History

Work History
Jun 2003 - Mar 2008

Business Systems Analyst

National Pharmacy Chain

As the liaison between IT and Pharmacy staff, I use technical support and development skills to satisfy all computing demands of the facility.Integral in business strategy, project execution, and results leadership, the “go-to guy” for all site tech issues.

·Team with management to create a shared vision of success and achieve quantifiable results.Active in planning project stages, defining goals, addressing concerns, documenting workflow, training & empowering staff, and partnering with internal and external resources to continually accomplish organizational goals.(50,000+ Generic Drug Conversion approvals, 2000+ Medication Therapy Management appointments, 5000+ Therapeutic Interchange approvals, and counting).

·Build affordable, scalable, intuitive, reliable software to manage call center projects.Organize and automate workflow for pharmacy staff to handle thousands of inbound and outbound faxes & phone calls that generate over $1.5 million (and counting) in gross margin revenue opportunities for our pharmacies.Simplify complicated tasks and provide real-time reporting, so everyone knows the score.(Microsoft Access databases, Excel, Rightfax).

·The first point of contact for CRM software, desktop pc, laptop, server, blackberry, PBX (phone), printer, fax, security system, and wireless support for the facility.Keep the office running.(Windows NT4.0, 2000, XP, Microsoft Office, Astute Powercenter, ARx, Lexmark Optra, HP Laserjet, Lucent Definity, Cisco).

Oct 2001 - Jun 2003

Helpdesk Queue Coordinator

The first point of IT contact for corporate and sales staff, I managed over 100 requests per day and directed our support team’s efforts to keep every internal customer productive during a volatile company period.

·I built trusted relationships with internal customers by providing empathy, cooperation, and the expertise to resolve most problems during their first call or after one email.I served Elan associates from our San Diego campus, South San Francisco offices, and nationally distributed sales force.(Microsoft Windows & Office, Siebel, SAP, vpn, desktop pc, laptop, printer support).

·I was a valued leader in the Technical Support group, generating & analyzing call statistics reports for management, assisting with ISO 9000 certification and documentation, and planning the conversion project to Touchpaper helpdesk tracking software.I kept our team workload balanced and controlled by delegating incident management tasks to our specialists.

·I was selected to receive specialized SAP training during system implementation and designated as one of two SAP support specialists for our department.

Oct 1996 - Sep 2001

IT Helpdesk Specialist, Supervisor

Albertsons, Inc.

Internal helpdesk for over 250,000 retail, warehouse, division and corporate associates taking 5,000+ calls per week.Supervised staff of 40 and provided front-line troubleshooting expertise.

·Hired as a trainee with little technology experience, I mastered phone-support troubleshooting skills and was named Supervisor within 3 years.Responsible for quick, friendly, efficient service, our helpdesk team supported a widely varied retail, office, and warehouse environment.UNIX servers and applications, Windows 3.x through 2000 machines, wireless peripherals like Telxon scanners, electronic payment processing systems, pharmacy software, some of the first grocery e-commerce systems, computer guided training… the list goes on.

·I fostered an environment of teamwork by sharing technical skills and providing agents with the knowledge, encouragement, and accountability they needed to be successful.We constantly exceeded our hold time, call volume, and abandoned call rate objectives.The greatest measure of my success at this job was the high percentage of agents I was priveleged to lead who were promoted into prosperous IT careers within the corporation.




Emphasis in History, English, Writing, Political Science classes

Activities and Societies: KEOL 91.7fm host and Program Director

2006 - 2008


The Master of Science in Executive Leadership is designed for professionals who are rising in their careers and who have responsibility for managing others. Offered through an alliance between the University of San Diego and The Ken Blanchard Companies, a globally recognized provider of training and development, this innovative program combines the best of contemporary leadership practices with interdisciplinary business skills and knowledge.

Activities and Societies: Beta Gamma Sigma