Support Specialist Retail

BRYAN P. BENNETT

Venus, TX ***** 214-***-**** *********@*********.***

IT TECHNICAL DESKSIDE SUPPORT / TECHNICAL FIELD ANALYST Personable and knowledgeable IT support technician with 15+ years of Enterprise and Retail support experience assisting customers with various hardware and software related issues. While at UT Southwestern managed Windows OS upgrade and migration for 250 users completing task one month ahead of schedule and $8K under budget. Install, implement and support network and data communication equipment such as switches, routers, firewalls, VPN devices, Active Directory and supporting technologies such as Office 365, DNS, DHCP, WINS, etc. Effective collaborator with internal and external stakeholders. Smoothly manage customer communication and relationships while keeping customer downtime to a minimum. Areas of expertise include:

Communication and Collaboration Routine and Complex Hardware and Software Installation, Testing, Maintenance and Repair Documentation Management of Defective Products and Parts

Efficient Cost Effective Time Management Update Diagnosis Problem Resolution Troubleshoot Performance Tuning Forensic Analysis Incident Response and Management Effective Liaison Report Writing Customer Service System Administration Team Lead Prioritization Desktop Support Server and Network Maintenance Support Active Directory, CNS, DHCP Attention to Detail Dependable Multitasker Migrations Imaging MS Office Organization

TECHNICAL SKILLS AND CERTIFICATIONS

HPE: 3PAR Certification

Proliant Certification

HPI: HP Desktops, Workstations, Notebooks, Tablets and Printers Certified SANS: FOR 408 Computer Forensic Investigations – Windows in Depth FOR 508 Advanced Computer Forensic Analysis and Incident Response FOR 504 Hacker Techniques, Exploits and Incident Handling Microsoft: MCDST; MCP; 70-290 Windows 2003 Server

CompTIA: A+; Network+

Dell: Dell TechDirect Certified

Dell SKILLSOFT CUSTOMER SERVICE IN THE FIELD

Lenovo: LENOVO_RASSERVICE-_Lenovo Desktop Systems, Notebook Systems LENOVO_ Warranty Basics for Technicians

Lexmark: 12 certifications

Xerox: 43 certifications

PROFESSIONAL EXPERIENCE

INSIGHT INC: IT Services Technician 06/2021

to 02/2023

Performed hardware and peripheral repairs, including identifying the problem and determining the most efficient and cost effective way to resolve the problem while keeping customer downtime to a minimum.

Installed and tested system hardware at customer site, including setting up and testing the hardware to make sure it is working, identifying system hardware problems and following any special instructions.

Completed all required documentation involved in a service call to ensure accurate billing and 1

timely return of defective products/parts with respect to warranty or contract, including completion of required Insight and vendor paperwork, preparing defective product or parts for return to vendor, and promptly returning defective products/parts and paperwork according to Insight policies and procedures.

Identified system hardware problems and determined the most efficient and cost-effective way of resolving the problem.

Performed hardware and peripheral repair, keeping client downtime to a minimum. Identified defective parts and ordered replacement parts utilizing vendor supplied tools such as web sites, phone support, etc.

Demonstrated understanding of current depot programs such as Hot Swap and AR3D; participated as needed.

Installed, tested, and configured network and data communication equipment such as switches, routers, firewalls, VPN devices, etc.

Installed, tested, and supported Network Operating Systems (NOS) and their applications.

Performed server hardware support, troubleshooting, and performance tuning.

Implemented and supported Active Directory and supporting technologies such as DNS, DHCP, WINS, etc.

Implemented and supports Microsoft server applications such as Exchange, SMS, IIS, RIS, etc.

Worked on Axon Fleet 3 installation Project.

Human Touch/FDA: 04/2020

to 06/2021

Deskside support FDA account: install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals

(printers, scanners, etc.). Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc.

Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software.

Perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data backup and recovery, and system administration support.

Document all reported problems and issues and provide training to customers on technical solutions and proactive technical support measures. Provide minor infrastructure tasks as requested and approved by the customer and contract management.

Provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Managed mobile devices via Xen Mobile and MaaS360. Utilized MacAfee Data Protection for device encryptionManaged mobile devices via Xen Mobile and MaaS360. Utilized MacAfee Data Protection for device encryption.

Clearance: Public Trust

INSIGHT INC: IT Services Technician 07/2018

to 12/2019

Performed hardware and peripheral repairs, including identifying the problem and determining the most efficient and cost effective way to resolve the problem while keeping customer downtime to a minimum.

Installed and tested system hardware at customer site, including setting up and testing the hardware to make sure it is working, identifying system hardware problems and following any special instructions.

Completed all required documentation involved in a service call to ensure accurate billing and 2

timely return of defective products/parts with respect to warranty or contract, including completion of required Insight and vendor paperwork, preparing defective product or parts for return to vendor, and promptly returning defective products/parts and paperwork according to Insight policies and procedures.

Identified system hardware problems and determined the most efficient and cost-effective way of resolving the problem.

Performed hardware and peripheral repair, keeping client downtime to a minimum. Identified defective parts and ordered replacement parts utilizing vendor supplied tools such as web sites, phone support, etc.

Demonstrated understanding of current depot programs such as Hot Swap and AR3D; participated as needed.

Installed, tested, and configured network and data communication equipment such as switches, routers, firewalls, VPN devices, etc.

Installed, tested, and supported Network Operating Systems (NOS) and their applications.

Performed server hardware support, troubleshooting, and performance tuning.

Implemented and supported Active Directory and supporting technologies such as DNS, DHCP, WINS, etc.

Implemented and supports Microsoft server applications such as Exchange, SMS, IIS, RIS, etc.

J&L ASPHALT: Contractor 01/2018

to 06/2018

• Updated systems, diagnosed and repaired computer and peripheral equipment.

• Installed/upgraded software and server to improve fleet management. UT SOUTHWESTERN MEDICAL CENTER: Technical Support Specialist III 09/2012 to 11/2017

Diagnosed and repaired routine and complex computer related problems and/or referred issues to IR or other vendor.

Performed routine and complex preventive maintenance, testing, and repairs with respect to computer hardware and software problems, networking, and/or telecommunications equipment. Maintained databases for three vendor related software.

Installed software, personal computers, printers, and other peripherals as directed or requested by users.

Prepared recommendations for modifications or additions to personal computer systems, hardware components, and software applications; researched costs, market options, and trends available to meet user needs; kept abreast of new and modified hardware and software.

Functioned as liaison between Information Resources and the department for ongoing and special projects, including ensuring users were adequately supported, developing documentation, recommending improvements, implementing new releases and features, and attending meetings.

Maintained and submitted various reports, such as equipment failures, repair records / usage, and data sheets relative to each user request/need. COMPUCOM SYSTEMS: Field Services Analyst 04/2008

to 08/2012

Field Dispatch Services

Responded to customer calls for service related to a variety of issues ranging from POS, Workstation, Printers, Server and Network issues troubleshooting hardware/software issues 3

and resolving to cause continuity of business needs. Performed installs, refreshes and upgrades as required.

Zurich North American Insurance

Assumed duties of System Administrator supporting 400+ users.

Completed IMAC (Install, Move, Add and Change) activities including OS upgrade project to Windows XP and server installation.

Ensured daily server backups were completed and managed tape library. IBM: System Services Representative Level 3

04/2005 to 042008

Assumed duties of System Administrator supporting 400+ users.

Completed IMAC (Install, Move, Add and Change) activities including OS upgrade project to Windows XP and server installation.

Ensured daily server backups were completed; managed tape library.

Team Lead at Farmer’s Insurance, Phoenix, AZ, location to upgrade 400 users to Windows XP. Supervised eight technicians, managed equipment shipments and reported daily/weekly progress.

Team Lead of three technicians to install servers, workstations, teller stations, cash dispensers and printers for new bank branch facilities.

Team Lead of two technicians for network upgrade project.

Installed server, workstations, new registers and peripherals. 4

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