It Support Analyst

JASON BENJAMIN

347-***-**** - **************@*****.***

Professional Summary

Enthusiastic IT Support Analyst with over 10+ years of experience with a BS Degree in Electrical Engineering. Possesses outstanding interpersonal and leadership skills acquired in military service and education. A people-focused individual, with a strong commitment to exceeding customer expectations. Able to function efficiently in a fast-paced, high stress environment. Adroit in working under pressure and adapting to new situations and ready to selflessly contribute.

Skills

TECHNICAL SKILLS

Overview: Skilled at building PC's. Able to install, troubleshoot and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks.

Software – Windows 11, Microsoft Office365, ServiceNow, Active Directory, Cisco Call Manager & Unity, Adobe platforms, SCCM and CommVault

Mac OSX

Backups, data encryption, cleanups, and images

Work History

04/2015 to Current

IT Help Desk Analyst

Alvarez & Marsal – New York, NY

Provided end-user troubleshooting and desktop support.

Managed high levels of call flow and responded to executive and user support in-person needs.

Performed tests of functionality, security and performance of different workstations and devices.

Researched product and issue resolution tactics to address customer concerns.

Devised solutions to operations issues related to Cisco VOIP, working closely via phone, email, live chat and web teleconference.

Trained and supported end-users with software, hardware and network standards and use processes.

Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Provided on-call support for critical issues related to all supported software

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Configured hardware and granted system permissions to new employees.

Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve issue.

Removed malware, ransomware and other threats from laptops and desktop systems.

Analyzed issues to identify troubleshooting methods needed for quick remediation.

Installed, modified and repaired software and hardware to resolve technical issues.

Configured hardware, devices and software to set up work stations for employees.

01/2010

Guns and Electronics Officer

01/1997

Signaler

01/1996 to 01/2010

Petty Officer, Guard

Guyana Defence Force, Coast

Education

11/2021

Cyber Security

New Jersey Institute of Technology - Newark, NJ

Awarded Completion of Cybersecurity Professional Bootcamp

2013

Computer Technician Training: A

Scholas, Institute for Technology - Bronx, N.Y.

comprehensive I.T. curriculum, incorporating a unique combination of formal instruction and hands-on activities, in a real world working environment.

2009

Bachelor of Science Degree: Electrical Engineering

University of Guyana - Turkeyen

Certifications

US Navy (2010) Certification of Participation (Senior Enlisted Leadership Principles Subject Matter Expert Exchange) Certification of Participation (Basic Instructor Training Subject Matter Expert Exchange) Brazil Navy (2010) Certification of Participation (Boarding Officers Training), West Indies (2007-2009) Caribbean Confederation of Credit Unions Certificate of Achievement (CCCU Directors' Training) Certificate of Appreciation (Trainer & Assessor) ICC CWC Certificate for Volunteering in ICC CWC West Indies Certification of Participation (Development Seminar for Aspiring Leaders), UWI, Mona Campus, Jamaica

Affiliations

President of the Executive Council of the University of Guyana Students' Society Member, University of Guyana Council Member, University of Guyana Academic Board Executive Member, Committee of Management, GDF Credit Union Second in command of Operations Center (Telecommunication)

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