Customer Service Technical Support
Resume:
Benjamin F. Snowden
Virginia Beach, VA 23464
Mobile 757-***-****
ac9yr3@r.postjobfree.com
Summary
Technical Support professional with over 25 years in technical and customer support roles.
Highlights
Accustomed to operating in a multi-faceted
environment as the sole Service Desk support
in Virginia as well as support for other offices nationwide. Worked with little or no direct supervision.
Self-directed and motivated.
Responsible for analyzing, formulating and
resolving user issues including software and
hardware faults as well as being charged with
deploying new applications, workstations and
peripheral equipment to back office users and field staff. Initiated lifecycle program for workstations and applications, increasing reliability, productivity and efficiency.
Experience
Contract Help Desk Specialist May 2019 tp July 2019
Randstadt Technologies Richmond, VA
Presently working as a subcontractor to Riverside Health Service Information Systems in upgrading computer hardware remotely to Windows 10 operating system and deploying application software via remote deployment tools. Tasked with also shadowing service desk staff and utilizing ticket system Service Now in documenting issues and changes as needed...
Contract Help Desk Specialist December 2018 to April 2019
Matrix Resources Chesapeake, VA
Presently working as a subcontractor to NCR / Dollartree Stores in upgrading computer hardware. Am charged with providing field technicians and store personnel with guidance during hardware upgrades to back office computers and POS equipment at over 1000 locations nationwide. Conduct remote and phone support with store personnel and field technicians in troubleshooting issues with
the upgrades and tracking results of the upgrades.
Service / Help Desk Analyst September 2015 to April 2018
IES Commercial and Industrial Suffolk, VA
Primary on site desktop and network support for an electrical contracting firm, assigned to the Suffolk, VA. Also proved services to nationwide users in other offices via national service desk totaling over 1000 users and 500 servers and workstations.
Provided support of user’s accounts, workstations, laptops, tablets, file servers and infrastructure in 3 area offices in Virginia and Maryland totaling over 120 individuals.
Negotiated all workstation procurement. Performed all imaging, deployment, and maintenance of workstations. Performed servicing and installation of common office peripherals (MFP's, printers, FAX's and scanners) Windows 7 Pro, Windows 10 Pro and Enterprise, User, group administration in MS Server 2003/2008/2012 A.D. environment and e-mail account administration in MS Exchange.
Assisting users with use and configuration of Office 2010/2013/2016 products.
Used ticketing and network monitoring applications like iSupport, Solarwinds, and LANSweeper.
Software experience: MS Office, Bluebeam Revu, Trimble Accubid, Spectrum, Navisworks Freedom, Adobe Acrobat, Teamviewer, Kaspersky Anti-virus Enterprise, Malwarebytes Enterprise
Worked independently, managing my own time and materials without immediate supervision.
Technical Support Help Desk Technician April 2006 to August 2015
ABNB Federal Credit Union Chesapeake, VA
Provided professional and effective first line level support to credit union personnel.
Assisted users with technical issues on all Windows and Office products via e-mail, chat sessions,
remote desktop support. Researched, documented and escalated cases to higher level support.
Maintained logs and the life-cycle records of equipment and maintenance tickets.
Created new user network and e-mail accounts via Active Directory. (MS Server
2003/2008) as well as managed user groups and distribution lists. Was charged with procuring, then re-imaging new workstations using Acronis products: Windows XP and Windows 7, in addition to Office 2003/2007 and other specialized applications.
Support Center Shift Supervisor May 2005 to April 2006
ICT Group / Dell Computers Contract Position Chesapeake, VA
Managed activities of 24 agents on 3rd shift providing Level 1 and 2 support to Dell customers.
Analyzed agent metrics and performance to increase productivity and 1st. call resolutions.
Provided active supervision to ensure quality customer experience
Help Desk /Equipment Deployment Technician May 2003 to March 2005
Various Contractors Hampton Roads, VA
Due to vagaries of the NMCI (Navy-Marine Corps Intranet) contract, providers of services regularly "traded" personnel as contract terms began and expired or were ended due to funding issues. Job descriptions remained the same: Provided service to end users over the phone or via e-mail and documented user issues and referred cases as needed to the Network Operations Center. Deployed new workstations and retired legacy equipment after systems integration and migration of data.
Customer Service High Speed (Internet and CATV) Agent September 2001 to February 2003
Cox Communications Chesapeake, VA
Provide technical support via telephone to Cox High-Speed Data, CATV and Telephone services.
Resolve software and hardware configuration issues in all Windows O.S. versions. Review and analyzed connectivity, network configuration, and hardware installation issues with senior level support personnel.
Network Analyst III (Contractor) June 2000 to September 2001
Coleman and Associates /Verizon Norfolk, VA
Provided support via phone, FAX and e-mail to novice and experienced users of Verizon Broadband
Digital Subscriber Line (D.S.L.) products and services.
Resolved software and hardware configuration issues in all Windows O.S. versions.
Reviewed and analyzed connectivity, configuration, and hardware installation issues with Network
Operations Center and Support personnel.
Product Support Technician June 1996 to July 2000
Canon I.T.S. Chesapeake, VA
Provided support via telephone, FAX and e-mail to novice and experienced users of Canon printers, imaging and multifunctional devices. Resolve software and hardware configuration issues.
Weapons Systems Control Technician & Instructor March 1983 to February 1991
U.S. Navy Virginia Beach, VA
Weapons Systems Control Technician (NEC7958) & Instructor (NEC9502)
Education
Diploma: U.S. Navy Service School: Avionics/Computers: 1983-1984
Diploma: U.S. Navy Service School: Instructor training: 1988
Diploma: Military Networks/Service, 2004
EDS / NMCI Help Desk Familiarization & Training, 4 wks. Norfolk Naval Station, VA
Network familiarization and tools, MNCI systems, Active Directory and user account management, Field service procedures,
Diploma: Network / Product Support, 2001
Cox Communication Corporate Training, 4 wks Chesapeake, VA
Instruction on customer service procedures and techniques for handling all manner of customer service situations. Also, technical services training on all Cox products.
Information Technology (ISDN/DSL Networks), 2000
Verizon D.S.L. & I.S.D.N. Theory and Systems Training, 2 wks. Norfolk, VA
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