YOLANDA R. BENSON

**** ******* **** ***

Memphis, TN 38125

901-***-****

ac4fma@r.postjobfree.com

OBJECTIVE Technical professional seeking a career where my education and skills can be utilized and expanded while working within your company.

EDUCATION ITT Technical Institute; Memphis, TN

Bachelor of Applied Science Degree in Electronics and Communications

Engineering Technology Graduated: March 2005

Associate of Applied Science Degree in Electronics Engineering Technology

Graduated: June 2001

TECHNICAL SKILLS

Effectively take 1st level I.T. troubleshooting calls.

Provide technical support via phone and email to internal end users and log calls using Clarify and Service Now.

Skilled in using Active Directory and resetting domain accounts and handling various password issues.

Create new user accounts in AS400, IBM, Manhattan and SAP.

Programming Avaya hard phones for new users.

Ability to diagnose desktop, application and networking issues.

Proficient in Astea Alliance, Remedy, and Clarify ticket systems.

Proven ability to troubleshoot and resolve system and or application related issues as identified by the end users.

Ability to analyze test data and make appropriate repair determination based on information collected.

Proficient skills in the installation of PC’s, Networks, and software.

Technical competency in Windows XP, 7 and Vista.

Excellent skills in supporting end-users with Windows OS and Microsoft Office.

Knowledgeable in Wmos/Manhattan, Sap, Xpds, Cognos and WMS.

Ability to grasp technical concepts quickly and easily.

Provided detailed Service Desk reports using Service Analytics.

EXPERIENCE

08/2016-Present Synnex; Olivebranch, MS

Test Engineer; Configure switches, cable server racks, repair servers to be shipped to customers and update daily logs with failures and repairs.

05/2013- 07/2016 Atos/Siemens; Memphis, TN

Helpdesk Agent Lead; Provided first level I.T. support for Nike distribution centers which include over the phone troubleshooting, password resets, new account creations, and dispatching second level tickets to the correct Clarify, Remedy and Service Now queues.

11/2008- 05/2013 Atos/Siemens; Memphis, TN

IT Support Specialist; Troubleshoot, diagnose, and resolve issues with pc and laptop configurations, network connectivity, printers and RF devices. Assist end-users with technical issues from hardware replacement to various software applications. Install networks, telecommunication equipment, and workstations.

08/2008- 11/2008 Kelly Services at Nike Inc; Memphis, TN

IT Systems Technician; Assist end-users with technical issues from hardware replacement to various software applications and assisting in troubleshooting of Lan/Wan components.

08/2007-08/2008 Pfs Web; Memphis, TN

Computer Technician; Repair and configure Dell servers to customer specifications using fiber optic cables or Lan/Wan cables depending upon the network card specified. Updated a daily log with failed servers and the repair status.

10/2006-08/2007 Spherion at Jabil; Memphis, TN

Rework Technician; Analyze and Repair Dell LCD monitors.

Replaced circuit boards, flat panel plasma lcds, preformed software upgrades and quality checks upon completion.

5/2006-10/2006 Remedy at Flextronics; Memphis, TN

Laptop Technician; Troubleshoot and repaired Apple laptops by replacing logic boards, hard drives, reloading the software, and re-testing the laptops to make sure they are ready to return to the customer.

CERTIFICATIONS

Comptia A+ Certified Technician; November 2009

Certified Dell Server Technician; September 2007

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