Technical Support Project Manager

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Benjamin Brown

980-***-**** - *************@*****.*** https://www.linkedin.com/in/BenBrownMKB21 PROFESSIONAL SUMMARY

Resourceful Project Manager 15+ years of expertise in organizing technical support operations, and system administration to achieve smooth flow. Leads team of 10+ in networking and operating system installation . Also monitors projects by adhering to production schedules.Identifies problems and provides targeted solutions. Knowledgeable in domain name systems and maintaining IT security. SKILLS

● Technical Support

● Workforce Training

● Technical Presentations

● Systems Implementations

● Performance Improvement

● Ticketing System

● Workforce Scheduling

● Software Evaluation

● System Provisioning

● Microsoft Certification

● Remote Technical Assistance

● Troubleshooting and Diagnosing

WORK HISTORY

05/2016 to 06/2019 Project Manager

S&E Contractors – Washington, DC

● Identified plans and resources required to meet project goals and objectives.

● Managed projects from procurement to commission.

● Developed and initiated projects, managed costs, and monitored performance.

● Achieved project deadlines by coordinating with contractors to manage performance.

02/2014 to 04/2016 Solar Consultant

IGS Energy – Linthicum Heights, MD

● Prepared analyses of customer's current and projected electrical usage, demonstrating financial return on investment via new system introduction.

● Created sales and marketing tools, growing clientele and generating quality sales leads.

● Mentored the new team to surpass goals in alignment with brand standards.

● Developed strategic and tactical sales plans to structure new statewide initiatives, growing market share over 35 %

● Applied advanced understanding of photovoltaic throughout promotional and sales phases, securing major corporate accounts.

09/2007 to 12/2013 Technical Support Specialist

CLS Cable – Lanham, MD

● Assisted customers in identifying issues and explained solutions to restore service and functionality.

● Explained technical information in clear terms to non-technical individuals to promote better understanding.

● Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

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

● Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

● Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

● Documented transactions and support interactions in the system for future reference and addition to knowledge base.

EDUCATION

Merit America - Virtual

● Technical Support & Troubleshooting • Ticketing System • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Customer Service • Windows • Linux • Domain Name System

(DNS) • Networking • System Administration •Organize• Provide reliable environment • Maintain IT security

No Degree: Business Administration And Management

Prince George's Community College - Upper Marlboro, MD Expected in 01/2023 Google IT Support Professional Certificate: IT Support Technician Merit America - Virtual

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