Bennie L. Brimage

**C O'Daniel Ave, Newark, Delaware 19711

Cellular 302-***-**** . ab8yqg@r.postjobfree.com

AREAS OF EXPERTISE:

Information Technology Help Desk

Desktop support

Organizational Skills Account Administration

Interpersonal Skills

Conflict Resolution Customer Service

Network Troubleshooting

MCP (Microsoft Certified Professional 2000)

Microsoft Windows NT Workstation 4.0 Microsoft Windows NT. Server 4.0

Microsoft Network Essentials Microsoft Exchange Server 5.5 Microsoft

Windows Professional 2000 Dell Optiplex Desktop Dell Dimension Desktop Dell

Precision Workstation Dell Notebooks

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Career Summary

An Accomplished, resourceful IT Analyst with 10+years' experience,

recognized for commitment to responsive Helpdesk and user services,

approaching all support issues with patience, flexibility, a sense of

urgency and a soothing desk-side manner.

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Technical Experience

Operating Systems

Microsoft Windows NT, 95, 98, 2000, XP Vista & 7, Dos, Citrix, Mainframe,

and Millennium Edition

Software

Outlook 2000, 98, Act 2000, Lotus Notes 4.6, 5, Norton, Anti Virus, Ghost

Imaging Exchange Server 5.5, Windows NT. 4.0, 3.51 Workstations, Server,

Enterprises, Network Essentials Windows 2000 Professional, Server, Visio

2000, Microsoft Office (all versions) Proxy Server, Dos 3.0, Cisco and

NHIPP (New Horizons Internet Professional Program) MPac, Reflection,

Prinkey 2000, Compaq En, Windows 2000 Image, PI Process book, Question

Bank, LM90, Timesheets, Lotus 123, Service Pack (2,3,5), Peachtree

Accounts, Vantive, Mainframe, CMSI, Thor, Remedy, Track It, Dame Ware, VNC,

Rehab Optima, Sales Logix, SQL.

Hardware

Toshiba Satellite Laptops (4000,440,110 Compaq Laptop Armanda, IBM

Compatible PC, Dell PC (ThinkPad 600) Cad PC's Monitors, Network Adapters

(Ethernet, Ether Fast Integrated Card bus), Linksys Hubs (10Ports), Light

Laser Printing Maintenance, Network Configuration, Equipment Allocation,

Fax, Network Cables (Twisted Pair, Unshielded Twisted Pair) Switches, and

Patch Panels Compaq Deskpro En, HP Laser Jet Series (4 Plus, 4SI, 4050,

4000, 1200 5000 PCL Series) Itouch, Ipads.

Professional Experience

Information Service/Application Support Analyst 3- Feb 2008- Genesis

Healthcare

Consistently provide advice and troubleshooting support to therapist and

other users. Maintain close collaboration with vendors to ensure timely

support whenever necessary (repairs, parts replacement system errors).

Create, assign, and delete user accounts and access privileges to ensure

the system's data security and integrity. Reporting, prioritizing,

analyzing and resolving faults. Resolve network connectivity issues

impacting users working in a Windows 2007/XP environment. Remotely assisted

therapist with technical support needs and performed application repairs.

Performance Highlights:

. Earned management respect for accuracy and being liasion between the

customer and the developers.

. Being assigned as the main analyst to monitor and troubleshoot over 50

facilities during the lauch of the in-house mobile application

implemented on the itouch devices.

. Input patient's information through implented scripts into SQL

database. To locate application error, contact therapist and resolve

issue.

. Trained and assist new hired analyst on how to handle and resolve

complicated issues involving our in-house application (Rehab

Optima/Rox)

Server\Desktop Support Analyst - May 2008- Aug 2008 Brandywine Operation

Assisting service personnel administrators with desktop and network support

on implementing newly imaged Window 2003 Servers (HP Compaq servers) to the

local schools.

. Providing server support and help with Alteris Deployment Suite on re-

imaged computer labs and software rollouts.

. Responsibility also includes; ghost imaging, wireless networking

setup, and hardware inventory.

. Test all new application software for compliance with our school

district approved software.

Helpdesk/Desktop Support Analyst December USACHPPM Aberdeen Proving

2007-April 2008 Grounds

The U.S. Army Center for Health Promotion and Preventive Medicine

(USACHPPM) providing tier 1 and 2 support to end users in a military

environment. Configure, install, troubleshoot and maintain software on

desktop computers, and laptops; respond to requests for problem solving.

. Resolving request by the use of phone and email on a regular basis for

user provisioning and technical support.

. Logging requests into Help Desk tracking system with appropriate

details and resolution.

. Escalating requests for further action if unable to resolve issues on

first phone call, but remained the customer point of contact, ensuring

satisfactory our team has provided service.

. Performing basic Access Administration skills, such as changing

passwords, unlocking user accounts, troubleshooting share drive access

issues the Microsoft Office Suite (Word, Excel, and PowerPoint), web

portals, VPN software, Anti-virus and Outlook accesses in accordance

with security guidelines.

Lead Analyst, (CIT/Broker-Edge), November 2004 - Computer Aid,

December 2007 Inc.

CAI is an IT outsourcing firm currently managing active engagements with

over 100 Fortune 1000 companies and government agencies around the world.

Responsibilities include Monitor service center ticket queue (Remedy),

Communicate process changes to analysts.

. Maintain outage log QA tickets entered by analyst. Manage support

documentation, day-to-day interaction, with the CIT BrokerEdge second

level\web support.

. Organize as well as lead in account meetings discussing newly updates

and analyst concerns and direct periodic customer service

presentation.

. Updating documented information in the Knowledge Base for rest of the

support staff.

. Additional lead responsibilities include creating spreadsheets,

gathering ticket-tracking information and inserting them into our

monthly Metrics.

. Training newly hired team members through the process of scheduled

call shadowing, and monitoring.

. Interacting with second level-support, to create new user access, and

to provide application support. (Citrix, mainframe, Eboss etc.

Helpdesk Analyst, February 2004 - November Christina School

2004 District

Responsible includes, answering and resolve help desk calls regarding

applications supported by the CSD providing problem resolution of PC

connectivity issues over the telephone.

. Escalated all major business critical server or system failures such

as "router down" issues to the CSD management or specified design.

. Dispatch service as outlined in help desk operation procedures. Keep

user informed, as to the status of open calls.

. Perform callbacks to user to verify resolution. Notify users of

scheduled system downtimes. Escalate complex problems or issues to

Site Manager

Customer Support Analyst, December 2003 - January Genesis

2004 Healthcare

Providing phone desktop and PC/LAN support/consulting services and problem

resolution for complex issues. Interfaces with other support groups and/or

suppliers to resolve problems.

. Troubleshooting - routines to moderately complex PC and LAN problems.

. For more complex situations that would take a longer time, a help

ticket is entered and multi-user problems are immediately escalated.

. Help tickets are tracked by Quintus. Resetting passwords, terminals as

well as printers within a UNIX based system.

Senior Tech Lead/Field Service Technician, 1TacWorldWide/Tech

February 2002 - November Solve

Responsible for leading a team of contractors and performance and

client/server, peer/peer and deployment service for computer hardware.

Testing and diagnosing problems Imaging PC's, installing and upgrading

Company-specific-software.

. Configure new hardware components, add, move and change users.

. Day to day interaction with the help desk for problem resolution; and

providing customer support and systems checks are carried out.

. Assisting company's network engineer and making sure that the work

flow and issue management/tracking process is fluid.

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Education

Berkeley College -Associate of Business Administration - Marketing, June

2000

Concentrated courses on career-focused knowledge and skills in business,

critical thinking, Sales, Advertising, Applied Marketing, Internet

Marketing, and communications. Also features an introduction to the global

business environment.

New Horizons Computer Learning, June 2000

Completed Courses in Computer Intern Training (Comptia N+, A+, Windows NT

4.0 Workstation, Server, Administering and Implementing Windows 2000

Professional & Server)

WOSA Institute of Technologies, January 2001

Interacting with hands-on training classes that engages in depth knowledge

of TC/IP protocol, IP addressing, sub netting, IP routing, DHCP, and Domain

Name Service, Telnet, Internet Browser, Web Server and E-mail server. As

well as configuring Cisco 2500 series routers for Wide Area Network with

static routing entries and routing protocols and customized usage and

improve the network performance. Installing and maintaining desktop

operating systems such as Windows 98, NT Workstations and Server Operating

Systems, such as Microsoft NT server 4.0 and Window 2000 Advanced Server.

University of Delaware, Project Management November 2011

Hands-on experience with practical tools, including the use of software,

risk assessment, and team techniques that support effective project

management, it includes the following:

. Defining tasks and dependencies

. Developing Gantt charts and tables and network charts

. Editing tasks, dependencies, and plans

. Resolving scheduling and resource conflicts

. Creating reports and tracking programs

. Using templates

. The Plan-Monitor-Control cycle

. Data collection and reporting

. Scope management and change management

. Characteristics of high functioning and dysfunctional project teams

. Team dynamics

. Establishing project teams

. Managing conflict in project teams

Contact this candidate