Technical Support Project
Resume:
Peter R. Benken
Lambertville, NJ 08530
*******@*****.***
IT Manager with over 10 years experience creating value through an alignment of technology with the
goals and objectives of the enterprise - starting with strong working relationships with managers at all
levels and extends to diverse hands based on solid technical experience in providing technical support,
planning and implementation.
Technical Summary
Certifications
CompTIA A+ CompTIA Network+
Hardware:
Dell, Compaq, HP, IBM and Compatible Desktop Computers … Troubleshoot, change and configure NIC adapters, audio & video
cards, modem, mass storage devices, SCSI and IDE, CD-RW Drives, Floppy and Zip and DVD Removable Drives and backup
devices, Wireless Network Access Points, Scanners, Printers, Cisco and Netgear routers, bridges and switches.
Software:
Install, configure, upgrade systems - Windows XP\2000\95\98\ Windows 7. MS Office 95\98\2000\XP\2003,2007, Outlook, MS-
Word, MS-Excel, MS-Access, Extranet (VPN) IPASS, PAL, Reflection, RSA SecureID, Hummingbird(Exceed) Ghost, Exchange,
Active Directory, AR\Remedy Vanguard Security Center(RioVision), Lotus GWI, Timbuktu, NetMeeting, Norton/Symantec,
MacAfee, Internet Explorer, Netscape, Mozilla, BlackBerry Desktop and Handheld Software.
Teaching:
Microsoft Windows 3.1, 95, Windows for Workgroups 3.11, Windows 98, XP and Professional, Electronic mail (Outlook
97/98,2000/XP/2003), MS-Office 97-2003, Norton Ghost 5,6,7.5, Norton and MacAfee Anti-Virus Utilities, Adobe Acrobat, OCR,
HP Jet Direct, Partition Magic 6.0, Netscape, IE
EXPERIENCE:
Information Technology Consultant
VOX Telehealth LLC
08/2009 – Present
VOX Telehealth created a revolutionary approach to saving lives by transferring agency from patients to our
consultants.
Collaborate closely with CEO to define the company’s future technical needs according to market direction,
growth forecasts, and industry changes.
Lead executive management through the innovative use of technology to create products and services, and
to support business operations.
Responsible for all IT functions – Managed the design and installation of the office systems and network,
Supervised design and web developers in the creation of the external(public) website and internal web site (client records and time
management)
Provided desktop support (Windows XP, 7, Leopard and Lion) Peripheral changes and moves for senior management and company
officers.
Saved 35% of allocated budget and opened the doors for business four months ahead of schedule.
Systems Rollout Lead
Information Technology
Johnson & Johnson
04/2009 – 08/2009
Project contract to upgrade user systems running Windows XP and peripherals HP printers within J&J
Corporate offices and subsidiaries.
Gather systems from employees and log assets. Run image program to update universal IOS and Program
upgrades. Run project specific program upgrades.
Ensure network connectivity and access permissions.
Remove legacy systems from active inventory and wipe and destroy decommissioned hard drives.
Manage configuration and deployment teams and ensure compliance with information security and
governance guidelines for IT.
Systems Rollout Coordinator
PNC Bank
04/2009 – 08/2009
A concurrent contract with the J&J contract to configure and install 2,000 teller systems, administrative
systems running Windows XP and ATM systems during off hours at PNC branches in New Jersey.
Responsible for coordinating twenty technicians and resolving 2nd level technical events.
Replace 500 systems and printers from sites in Mercer, Hunterdon, Middlesex and Somerset counties.
Record unit IDs for decommissioning.
Wipe hard drives using DOD standards.
Responsible for the physical transport of all systems from bank sites to plant for physical destruction.
Lead Technical Support Technician
Information Technology Services
Sarnoff Corporation
07/2008 – 04/2009
Contract position to coordinate technical support group assigned to new Department of Defense project
teams
Provide technical support to vendors and project managers assigned to the Mid-East Operations.
Repair and upgrade military systems built by Sarnoff for use in Iraq and Afghanistan.
Primary Point of Contact for VPN and ISP connectivity problems for project representatives deployed overseas.
Lead site support staff and technical vendors in their roles to include all facets of site support including PC Installations, Moves,
Additions and Changes, Active Directory, Windows XP and email account (Outlook and Thunderbird) migration and configuration.
Decommissioned approximately 1000 systems during corporate reorganization.
Purchased, imaged and configured 100 systems for DOD project teams
Created inventory record system of all corporate and departmental computer hardware inventory and software licenses.
Develop and implement group performance goals and objectives, operational policies and procedures with Director of Information
Technology.
Break down group objectives into specific, measurable performance metrics.
Create a call-to-resolution metrics log to identify and improve department response time and resolution
rates.
Participate in management meetings; put forward suggestions on the improvement, changes and trends.
Ancillary Technical Support Technician
Dow Jones
05/2008-07/2008
A two month contract to provide technical direction as employees left the company during the IT transition
to an off shore vendor.
Initiate technical event notifications to senior management and appropriate technical leads and provide time
to resolution updates to relevant teams and stake holders.
Coordinate daily technical support handoffs from London to US and US to Hong Kong.
Assign open event tickets to Tier 3 SME Techs for resolution.
Inventory Coordinator
Bristol-Meyers Squibb
01/2008-05/2008
Coordinate new system and backbone installations and manage technical inventory logs for a four month
project at the Princeton area sites. This project included accounting for all old and new pc and network
equipment, peripherals and lab equipment in preparation for the support service outsourcing to new service
vendor.
Technical Support
SME Product Documentation
Sanofi-Aventis
5/2007-12/2007
A 6 month contract to provide technical tier 2 technical support services to end users and remote business
partners in an Active Directory environment.
Prepare central knowledge base and end-user documentation for new smart phone devices.
Setup blackberry devices for New Jersey and Pennsylvania and register devices on RIM.
IMAC Technician
Robert Wood Johnson Foundation
09/2006-05/2007
Manage new system builds and Windows XP roll outs. Supervise vendors building group configuration
images. Troubleshoot and repair any ad hoc anomalies. Supervises deployment and recover legacy
equipment.
Troubleshoot and resolve Remote Access, VPN connectivity issues.
Provide desk side support and program navigation training /guidance to senior management and program
leads.
Help Desk Technician
Bristol-Meyers Squibb
09/2005 – 09/2006
Provide front-line technical support services for Corporate Users, US and Canadian Field Sales Force, Medical Imaging and Medical
Liaison teams throughout the United States and Canada.
SME for VPN, ISP and Network connectivity for remote sales force personnel throughout the United States.
Maintain a 90% plus initial call resolution rate and a 97% customer satisfaction rate in a global environment
that served over 50,000 end users.
PC Technician Level 2
SAIC/ Telcordia Technologies
02/2003-09/2005
Science Applications International Corporation creates Scientific and Technical products and services in Cyber Security; Energy &
Environment; Healthcare; Intelligence, Surveillance & Reconnaissance; Logistics, Readiness & Sustainment fields to contribute to
the security and well-being of communities throughout the world.
Provide primary and secondary technical support for 45,000 global users
Maintain a 94% event resolution rate of initial calls related to network connections, remote access, network
security, and email issues.
Resolve 85% of tickets escalated to second level that require analysis prior to resolution.
Primary contact for time sensitive mission critical technical events which involve third party customers, Senior Management and
VIP customers.
Document and test technical solutions errors and events and provided resolution documentation for publication in the Solutions
Database.
Maintain a 98% customer satisfaction rate.
Certified as Best in Class by STI Knowledge 2003-2005.
Unit Computing Manager
Rutgers University
09/1994-01/2003
Responsible for the network and systems operations and maintenance for the Faculty of Arts and Sciences Continuing Education
Program, the English as a Second Language Program, The Program in American Languages and the Internet Institute.
Create and manage the ESL Program’s first computer classrooms and study labs with a $30,000 grant from the New Jersey
Department of Education for the English as a Second Language Program. NJDE awarded us the grant for an unprecedented three
consecutive years for over $90,000
Create multiple off-campus networks each with 6 to 8 computer classrooms that established the framework to facilitate courses that
required multiple operating systems, and subject specific/network specific profiles the Internet Institute. Budget $1.5 Million.
The initial facility was the first off-campus site to link to the university using Fiber Technology and was the first site at the university
to use fiber as a backbone between subnets. The use of fiber to complete the network saved the Internet Institute approximately
$500,000 in hardware, cabling and man hours to construct.
Supervise technical installation teams during the construction of new labs, classrooms and academic offices.
Collaborate with the campus planning and construction departments on division’s program’s IT projects and
prepare financial components and administrative and academic reports/summaries for ongoing budgetary
planning discussions.
Interface with other managers on campus to understand the needs of their areas and translate their requests
into changes within the network and system configuration.
Supervise 10 direct reports on relevant service offerings and support policies in order to provide accurate and timely solutions to
customers.
Lead seminars for staff and continuing education programs in end user programs line Microsoft Windows 2000, XP, Professional,
MS Office, Outlook 97-2003, Netscape Word Perfect, HTML/ Dreamweaver, Norton and MacAfee AV.
EDUCATION:
Master of Arts
Communications Management
Emerson College
1985
Bachelor of Arts
Communications Studies
Southern Connecticut State University
1982
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