It Support Customer Service

JEAN H BENJAMIN

Brooklyn, N.Y Cellular 718-***-**** **********************@*****.*** www.linkedin.com/in/Jean-Benjamin1

Project Management Executive Support Information Security

A highly experienced team leader with attention to detail, excellent customer service skills, and instrumental at communicating effectively with partners and stakeholders at any level. Goal driven and highly experienced project lead with a record for driving critical technology initiatives, which fulfills vital business requirements. Experienced in driving projects and process improvement efforts forward while building partnerships with cross-functional teams and key business decision makers. Able to excel in fast-paced and challenging environments where accuracy and efficiency matter.

PROFESSIONAL EXPERIENCE

Consultant at REAVEALD, New York, New York July 2024-Sept 2024

IT Support Technician for D.O.E project

Conduct thorough inspections of all New York City school computers to identidy security threats and detect any signs of infection.

Maintain an update daily task completion spreadsheets for the New York City Department of Education

Remediate infected systems, ensuring they are restored to a secure and functional state.

Provide regular updates to management, highlighting progress and any potential risks.

Collaborate with other IT team members to improve the organization’s cybersecurity strategies.

Delivered seamless on-site and remote assistance, resolving complex IT issues efficiently

Consultant at INSTINET, New York, New York Jan 2023- Jan 2024

Desktop Support Engineer,

Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, solicitation of user feedback and compilation of same, training, support and monitoring

Provided high-level, personalized IT support for executives and VIPs, ensuring seamless technology experiences.

Provided high-level, personalized technical support for executives and key stakeholders

Isolate recurring technical or training issues in order to proactively address end user problems via problem management

Maintained confidentiality and professionalism in handling sensitive information, ensuring the highest level of customer satisfaction.

Collaborate directly with Bloomberg Technical Support team to resolve various issues

Installing and troubleshooting Network Interface Cards and Switches

Escalate problems to appropriate groups utilizing the Jira Service Desk to enter and track tickets for all user requests initiated by or escalated from regional destop teams

Assisted with onboarding and offboarding processes

Routinely perform various user equipment and software tasks, e.g, configuring virtual, data center workstations

Write instructional documentation associated with Instinet technology and ongoing changes

Identify, Plan training to the Co-Head of digital spaces additional permissions/access for consideration to enable the local office support staff to resolve problems locally without escalating to infrastructure

Telecommunication systems maintenance, including programming phones, voicemail and ad hoc maintenance in conjunction with third-party managed service provider

Installing and troubleshooting physical and Virtual servers

Handling VOIP phones, wireless access points, and data communications equipment to provide support

Install, prepare, and deploy VOIP phones

Maintained and updated IT support documentation in ITGlue

Prepare, deploy, and manage mobile phones and IPads

Performing physical site assessments and their entirety

Led daily stand-up meetings and coordinated cross-functional teams using Microsoft Teams,

Engage in all stages of project planning and execution, encompassing request analysis, site survey, site preparation, cable troubleshooting and installation, asset management, inventory control, and network support

R&S ELECTRONIC MEDICAL BILLING, Belleville, NJ, Jan 2017-Present

Information Analyst, Security Consultant,

Making sure employees are aware of the enterprise’s security goals as established by its stated policies, procedures & guidelines and to actively work towards upholding goals. Experience working with various third-party payers on behalf of multiple health care providers, allowing us to keep current with unique procedures such payers may for submitting and resolving claims. These services are performed at the direction and the satisfaction of the healthcare provider in accordance with the health insurance portability and accountability Act applicable state consumer protection statutes. Attend all matters related in any way to the patient revenue cycle or associated business functions. This in exchange allows Healthcare providers to focus on patient care functions. Work with Healthcare providers to develop an analysis of errors or billing discrepancies, which result in the need to re-bill, assisting healthcare providers to improve their patient accounting processes. Apply Fraud Techniques and mitigating controls as per HIPAA regulations.

Undertake equipment installation, relocation, and removal tasks

Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

Maintains knowledge of technological innovations and trends.

Educating staff on recognizing potential security risks and breaches which reduces the security incidents by at least 50%

Monitoring the latest news and threats in the security industry

Interviewing staff and managers about security measures

Implement access control by assigning unique logins for each employee and establish proper procedures to follow.

Connect users to networks and train on facilities and applications.

NEW YORK LIFE INSURANCE, New York, New York February 2000-November 2016

Senior Deployment Technician – Enterprise Technology (ENT)

Expertly managed the daily task assignments for a team of 5 full-time employees and consultants while also managing team projects. Excellent at keeping the team focused on business objectives and tracking progress to ensure project milestones are completed on time, on budget, and within the desired results. Active member of the Change Management Committee, providing input on changes which could impact on Business Unit systems.

Project/Notable Highlights

Enterprise Implementation: Directed the national rollout of new software and systems. Results: The project was completed 10 days prior to the scheduled end date, under budget by utilizing employees and not outsourced consultants, and received praise from Business Units Department Heads for no issues were encountered.

Enterprise Implementation: Successfully configured over 18,000 desktops and laptops per business unit specifications, as part of the 2012 Windows 7 upgrade project, which involved the migration from Windows XP to the Windows 7 OS. Results: Each business unit was completed within project deadlines, each Business Unit image was installed without issues, the project saved the company over 70K in software licenses.

Daily Tasks

Proactively monitored the project execution to effectively identify risks/issues/dependencies as they arise throughout the project lifecycle.

Delivered high-level technical support to executive and VIP clients, ensuring prompt and seamless resolution of IT issues.

Took ownership of critical issues and ensured resolutions were within agreed timescales.

Escalated when needed to the Program Manager (remaining calm, knowing when to escalate, and escalated with possible solutions).

Collaborated and built positive stakeholder and business partner relationships.

Imaged and configured systems based upon business unit specifications, test, deploy, and provide desk side support to clients.

Setting up and resolving VOIP issues for both home and office utilization by employees

Accepted equipment from Asset Management orders deliveries and update asset management database (Remedy).

New Hires: responsible for building systems based on user requirements.

Conducting physical site assessments

Provided leadership, training, and work guidance to new consultants.

Knowledge of network and Active Directory

Drove short-term planning to adhere patching and hardening standards.

Remedied hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

Provide white-glove service to ensure the executives’ technical problems are resolved quickly and completely.

Applied project management skills to manage and conduct installations and implementations of hardware, software upgrades and patches.

Performing hardware inventory control to ensure we have adequate equipment

Maintained an asset database and inventory of IT equipment

Coordinating and overseeing assigned special projects

Princeton Information – New York, New York - September 1999 to February 2000

Desktop Support Technician

Provided senior management with detailed progress reports, incident reports, and escalated issues.

Coordinated the escalating of unanswerable problems to second and third tier tech support/admin.

Provided customer service to users, technicians, and senior managers.

Performed daily checks on all open VIP issues and owned to closure thus ensuring Service Level Agreement (SLA)

Responded, evaluated, and prioritized incoming telephone calls, voice mail, e-mail, and in-person requests for assistance from users having issues with hardware, software, networking, and other computer-related technology

EDUCATION / CERTIFICATIONS

Generative A.I Fundamentals Badge

CompTIA Security+ SY0601

ISC2 Cybersecurity Certification

UDEMY CompTIA Security+ Certification (SY0-601) June 2022

Professional Certificate in Cybersecurity, MIT March 2022-Nov 2022

Foundations of Operationalizing MITRE ATT&CK May 2022

Business Management and Finance Brooklyn College, Brooklyn, NY January 2013-June 2015

Technical Support/Technical Tutor (AS/400) Diploma Chubb Institute, New York, NY July 1999

Associate degree in liberal arts Kingsborough College, Brooklyn New York September 1992 – June 1994

Certified Corporate Network Technical Support (TCP/IP, IPX/SPX, NETBUIE

Firewall Administration- LinkedIn Learning

Cloud Security- LinkedIn Learning

TECHNICAL SKILLS

Additional strengths include but are not limited to the following:

Understanding of Network equipment

VoIP/SIP Conferencing

MS Intune

MS Autopilot

Knowledge of the v3 and v4 ITIL Framework

Knowledge of Storage Area Network

Operating Systems Win 7, Win 10 and Win 11, Mac os, iOS 12

Imaging Software: Ghost 6.x, Compaq Systems, IBM Systems, Oracle Virtual Box, and Symantec Altiris for desktops and laptops.

Software: Microsoft Office, Microsoft Intune, Outlook, O365 Suite, OneDrive, MS Teams, Auto CAD, VisualBasic.Net, MYSQL, HTML, Adobe, Visio, experience with Active Directory. Remedy ticketing system, Service Now, Zendesk, NinjaOne, Linux, Unix, GoToAssist, Slack, Familiarity with OpenVAS, Nessus, Metasploit, Net Limiter, NMAP, Burp Suite, VMWARE, WebSphere, Citrix Virtualization, AWS, Azure AD, Softphones, SharePoint, MITRE, NIST Framework, SCCM, JIRA, CAD, Citrix Virtualization, DUO, Cisco Jabber, PowerShell, Firewall Administration, Microsoft Team Room Support, Mobile Device Management,

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