Herb Bentley

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

Suite ***

Ferguson, Mo 63135

Email: acz4v8@r.postjobfree.com:acz4v8@r.postjobfree.com

SUMMARY:

I am a highly experienced, very proactive, personable and patient problem-solver with nearly 15 years of experience in helpdesk technical support and customer service. I have recognized strengths in account maintenance, ticketing documentation including business updates and ticketing assignment and resolution. In fact, I have earned high customer service ratings and frequently receive emails from satisfied clients praising my work. I have strong analytical abilities, professional office experience and advanced knowledge of programs including: Mobile Iron, Active Directory, MS Exchange, Switches, Routers, Hubs, Servers, Firewall, LAN, DNS, Windows 2K/NT/XP/7, Microsoft Active Directory/Exchange/ Operating System, as well as familiarity with various Apple operating systems. I have strong problem-solving and troubleshooting techniques. I am excellent at answering a multi- line phone, managing Smartphone email accounts (ActiveSync), PC Hardware, Lotus Notes, and call-center operations including high speed internet, and satellite TV. Some of my other skills include the following:

●Talent and passion for anticipating customer needs and presenting appropriate company product and service offerings in a patient and courteous manner

●Ability to rapidly gain customer trust and provide exceptional customer service by: handling customer inquiries; solving the customer problems resulting in first call resolution

●Expertise in quickly resolving escalated customer service issues

●Monitoring and quickly and efficiently responding to requests received through the IT help desk

●Monitoring and processing tickets assigned to service desk queue in a first-in, first-out manner based on priority

●Modifying configurations, utilities, software default settings for local workstations

●Effectively using and maintaining helpdesk tracking software

●Managing PC and mobile device setup and helping new employees navigate standard hardware images

●Mastery of proprietary software for data entry and retrieval as well as updating and maintaining customer data

●Adeptness with general office equipment including multi line telephone operations copiers, fax machines, printers and 10-key calculators

●Proficiency with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook)

●Strong, cooperative work ethic and flexibility to rotate through multiple shifts.

PROFESSIONAL EXPERIENCE :

Enterprise Holdings, Inc. Weldon Springs, MO. November 2016- Present

Installation/Deployment Consultant

●Configure and image new laptop devices for EHI employees and consultants

●Educate users on accessing new wireless solution utilized by EHI and restoring previous files to new device

●Assist in new user orientation and Outlook account creation

● Configure and map network drives and printers

● Follow up with user to address any issues resulting from hardware upgrade

Nortek Global HVAC, O’Fallon, MO August 2016 –Sept 2016

Temporary Desk Side T2 Technician

●Diagnose and resolve user problems

●Provide operational support to personal computer users

●Provide expertise in diagnostic computer software, documentation manuals, and user interaction

●Assist in the installation of personal computer equipment

●Assist with power/cabling/wiring requirements.

●Implement software systems, networking equipment printers and software

Memorial Hospital, St. Louis, MO February 2016 – May 2016

Personal Computer Technician

●Diagnose and resolve user problems

●Provide operational support to personal computer users

●Provide expertise in diagnostic computer software, documentation manuals, and user interaction

●Assist in the installation of personal computer equipment

●Assist with power/cabling/wiring requirements.

●Implement software systems, networking equipment printers and software

HCL/Anthem, St. Louis, MO March 2015 – December 2015

IT Technical Support/Desk Side Analyst

●Diagnose and resolve technical hardware and software issues; documented all resolutions for future reference

●Install, support and perform troubleshooting on software applications

●Deploy all technology devices, including mobile

●Assess efficacy and functionality of all equipment and replace as needed

●Oversee inventory and distribution at St. Louis location

●Expert capabilities with MS Exchange, Active Directory and Mobile Iron

●Manage and troubleshoot Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

●Gather data to evaluate system performance, identify user needs and determine system and network requirements

●Reset client network security passwords as needed

●Program and stay current with system information, changes and updates

●Respond promptly and professionally to requests for technical assistance in person, via phone or remotely and manage trouble tickets.

●Identify and resolve technical situations that require immediate attention

The Men’s Warehouse, Houston, TX July 2014 – October 2014

Help Desk/IT Technical Support Analyst

●Manage and troubleshoot Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

●Gather data to evaluate system performance, identify user needs and determine system and network requirements

●Reset client network security passwords as needed

●Set up and/or relocate workstations

●Program and stay current with system information, changes and updates

●Respond promptly and professionally to requests for technical assistance in person, via phone or remotely and manage trouble tickets.

●Diagnose and resolve technical hardware and software issues; documented all resolutions for future reference

●Install, support and perform troubleshooting on software applications

●Identify and resolve technical situations that require immediate attention

Jacobs Engineering, Houston, TX November 2013 – December 2013

IT/ Help Desk Support Consultant

●Managed and troubleshot Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

●Gathered data to evaluate system performance, identify user needs and determine system and network requirements

●Installed personal computers, printers and other peripherals; configured operating systems and applications software

●Programmed and stayed current with system information, changes and updates

●Set up and/or relocated workstations

●Responded promptly and professionally to requests for technical assistance in person, via phone or remotely. Managed trouble tickets.

●Diagnosed and resolved technical hardware and software issues; documented all resolutions for future reference

●Installed, supported and performed troubleshooting on software applications; performed minor repairs to hardware or replaced hardware when appropriate (including keyboards, monitors, printers, telephones and CPU’s)

●Identified and escalated technical situations that required urgent attention

●Prepared miscellaneous reports as requested

Weatherford International, Houston, TX July 2013 – September 2013 Help Desk/IT Client Services Analyst

●Anticipated and resolved client concerns via providing telephone, remote and email support to internal company computer users.

●Documented, managed, and resolved trouble tickets in Remedy.

●Responsible for assisting internal computer users with their questions about any supported software and computing platforms in a professional and courteous manner or escalate to the proper department.

●Accurately recorded incidents in the Service Manager system (the Service Desk tracking software), including detailed information for every incident.

●Prevented computer problems by monitoring available updates for Operating System and virus protection software.

●Created useful Service Desk documentation

●Supported desktop migration from Windows XP to Windows 7

Hewlett-Packard, Houston, TX February 2012 – July 2013

Manufacturing Testing Technician

●Excelled as member of the First Turn On (FTO) Team by testing and configuring Servers and Racked Solutions, using diagnostics and scripts following a set of test plans and instructions

●Carried out general and a wide-range of tasks involved in the IT infrastructure (software, hardware application, and network) of HP Manufacturing

●Built test configurations (setup server platform and components to achieve test configuration and network links)

●Validated prior installed images, settings, and setups are present and functional per customer and test requirements

●Performed pass/fail tests, validated the process and documented the results into prescribed templates on the test network

●Successfully completed Newly Engaged Staff Training class; Certified Builder, HiPot and Pre-Testing Technician

●Contributed to the Argos Build/Test/Repair team as an active team Member

Car Research, Houston, TX June 2010 – April 2011 Technical Support Representative

●Guaranteed customer issues were fully resolved with a high level of loyalty and satisfaction

●Excelled in providing tier 1 solutions by phone, email, and web support to all end user for software and hardware related issues

●Successfully supported tier II and III with unresolved issues in addition to internal groups as necessary

●Provided first level support for desktops, laptops, email and application CRM software

●Performed account maintenance to the end user such as password resets, adds, and deletions

●Processed open incidents within defined service level timelines

●Operated as an initial contact person for other internal requests

Webster Groves School District, Webster Groves, MO November 2008 – March 2010

Desktop Support Specialist

●Created harmonious environment while solving staff and student computer problems

●Facilitated the migration of various laptop and desktop devices from Windows 98 to Windows XP

●Provided desktop printing support to both students and staff at various facilities

●Performed maintenance and security measures on both desktop and laptop machines, also kept security software up to date

●Demonstrated strong familiarity with various Apple operating systems

Shurn and Associates, St. Louis, MO July 2007 – November 2008

PC Support Representative

●Created harmonious environment while solving staff and student computer problems

●Facilitated the migration of various laptop and desktop devices from Windows 98 to Windows XP

●Strong familiarity with various Apple operating systems

●Performed maintenance and security measures on both desktop and laptop machines, also kept security software up to date

●Provided desktop printing support to both students and staff at various facilities

Office Team, St. Louis, MO March 2007 – July 2007 Customer Service Representative

●Performed customer satisfaction surveys for Centene Corporation

●Contacted Medicare recipients to obtain their opinions

●Explained complex Medicare benefits to subscribers in a customer-friendly way and assisted in completing various types of claims

TALX Inc. – St. Louis, MO May 2005 – March 2007

Customer Support Specialist

●Successfully interfaced with HR and human service specialists

●Resolved over 125 calls per day

●Generated tickets for customer follow up

Charter Communications – St. Louis, MO September 2002 – June 2005

Hi Speed Internet Support Specialist

●Performed extensive desktop support to Charter Pipeline Hi Speed internet subscribers

●Supported third party hardware items including routers, printers and cameras

●Resolved various PC and Mac related technical issues

●Demonstrated advanced diagnostic and troubleshooting skills

●Trained/mentored new hires

●Lotus notes troubleshooting, and new user set ups.

EDUCATION:

●High School Diploma Earned

●University of Colorado, Boulder, CO

oOver sixty hours completed toward Bachelor of Science degree in Psychology

●Private Investigator certification

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