THOMAS BENNETT, JR

Technically sophisiticated and highly experienced professional armed with 20+ years of highly successful experience in desktop administration, technical support, major incident management, and customer service.

Highly skilled Technical Support Lead with verifiable record of delivering innovative IT initiatives, resource management and cross-functional leadership, utlizing excellent problem solving and critical thinking skills.

Street smart IT professional with extensive experience dealing with critical incidents, SLA requirements, and interfacing directly with customers.

Innovative IT expert with a proven ability to ensure the smooth running of ICT systems and to provide IT services that will improve the efficiency, security and performance of a company. Highly adept at instituting procedures that save time, reduce costs, and eliminate redundancies.

Highly adept at solving problems in a collaborative environment and translating user requirements into system or process improvements.

Oustanding oral and written communication skills, highly effective at multitasking while maintaining the utmost in confidentiality, and task completion.

Leverages strong work ethic to function effectively under time pressure within stressful environments; complemented with the ability to learn new technical skills quickly.

Dedicated and focused. Excels at prioritizing, completing multiple tasks simutaeneously, while following through, to achieve project goals.

Technical Research Troubleshooting Server Infrastructure Maintenance

Leadership & Mentoring Help desk Support Major Incident Management

Email Clients Service Delivery Citrix / VM Ware / Remote Desktop

Customer Service Cyber Security Strong Organization skills

Customer Advocacy Desktop Administration Juniper VPN / RSA

Ticketing Systems ITIL Triage Peer Monitoring & Coaching

Computer Science Corporation Aug. 2012 – Present

Service Ambassador Service Delivery Coordinator Major Incident Manager

Dallas, Texas

Provides primary initial incident support. Documents, categorizes, and prioritizes incidents as they occur.

Ensures that incident routing does not meet bottlenecks, and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents.

Provides the highest level of technical, proactive, and reactive customer support to Computer Science Corporation customers.

Conducts restoration efforts while following corporate global policy, aligned with ITIL v3.

Follows varying escalation policies for multiple accounts.

Coordinates with executives and technical contacts when manually escalating issues.

Key Achievement:

Officially commended for initiative, enthusiasm, calmness, persuasiveness, intense job focus and dependability in performance evaluation.

Vvm Internet Services Mar. 2002 – Feb. 2011

Senior Support Technician

Temple, Texas

Coordinated and delegated work assignments to resolve procedural and critical technical issues.

Assessed, documented, and supported both business, and residential ISP customers via phone, chat, email, and remote desktop applications, as well as in person.

Assisted users with WAN/LAN connectivity issues and configuration of TCP/IP for Dynamic and Static IP assignments.

Documented activity; technical analysis; technical processes and procedures.

Key Achievement:

Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organization.

Acer America (Spherion) Sep. 1999 – Apr. 2000

Corporate Notebook Support Technician

Temple, Texas

Assisted users in installing applications.

Maintained technical facilities to the highest standard.

Assisted other members of the IT department in troubleshooting.

Provided warranty support for Acer Corporate level Notebook customers via phone.

Escalated issues to appropriate contact.

Key Achievement:

Incorporated new processes, tools and approaches that increased efficiency.

GTE Internet Services Jun. – Oct. 1997

Tier III Support Technician

Las Colinas, Texas

Acted in a supervisory capacity for Tier I and II technicians and resolved all escalated issues from them.

Provided technical support for GTE Internet customers.

Performed advanced modem diagnostics and troubleshooting, including initialization string implementation and memory address reassignment via debug.

Issues supported include dial-up and ISDN connectivity, email, browsing, and basic Windows 3.x / 95 / NT troubleshooting.

Provided technical training to Tier 1 and 2 technicians.

Key Achievement:

Motivated and developed team members, resulting in resolution of issues and improvement in team cohesiveness and overall performance.

Stream International Aug. 1996 – Jun. 1997

HP Pavilion Support Technician

Dallas, Texas

Acted as Mentor for fellow technicians, authorizing parts replacement, on-site technician dispatch, and out of warranty parts sales.

Engaged in research and in-depth troubleshooting to resolve technical issues.

Researched critical issues in the break/fix lab and submitted resolutions to company engineers via proper channels.

Contacted critical customers for the Quality Assurance Team to resolve "Last Resort" warranty issues, as needed.

Key Achievement:

Reduced system downtime and recurring expense to nearly zero during launch of a new product to the public.

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