IT Support Specialist & Service Desk
Resume:
Eddie F. Bennett
Jr.
I T SUPPORT S P ECIALIST
Details
Washington, District of Columbia
***********@*****.***
TECHNICAL SKILLS
Windows 7/8/10
Microsoft Office & Microsoft 365
Outlook & Exchange
Active Directory
Service Desk / Help Desk Support
Remote Desktop Support
Hardware & Software
Troubleshooting
VPN Support
Remedy
Jira
Azure DevOps
Splunk
Tealeaf
TeamConnect
Agile / Scrum
Test Planning & Quality Assurance
Incident & Problem Management
Customer Service
Production Support
Professional Summary
Experienced IT Support Specialist with more than 20 years of success providing technical support in enterprise environments. Skilled in troubleshooting hardware, software, network, and application issues for thousands of end users in both onsite and remote settings. Strong background in Service Desk operations, production support, application testing, Agile methodologies, and cross-functional collaboration. Recognized for delivering excellent customer service, resolving complex technical issues, and supporting mission-critical business applications. PROFESSIONAL EXPERIENCE
Sterilization & Administrative Support, Thabet Orthodontics / Rad Orthodontics (Smile Doctors), Germantown, MD
JAN 2 0 2 5 — PRESENT
• Maintain sterilization processes in compliance with OSHA and CDC infection-control standards.
• Monitor sterilization equipment and maintain maintenance logs.
• Prepare treatment rooms and organize clinical supplies.
• Manage inventory and coordinate supply replenishment.
• Provide front office support by greeting patients, scheduling appointments, and maintaining patient records.
• Coordinate communication between clinical and administrative teams to ensure efficient patient flow.
Software Analyst III, GEICO, Chevy Chase, MD
MAY 2 0 1 7 — JAN 2 0 2 3
• Supported Claims Development applications within an Agile Scrum environment.
• Assisted with Team Connect upgrades from version 2.5 through 6.2 and integration with GEICO Claims applications.
• Developed and executed test plans in collaboration with software engineering teams.
• Created and maintained test cases based on Epics, Features, and business requirements.
• Managed software defects and testing workflows using Jira and Azure DevOps.
• Generated and maintained test data for automated testing initiatives.
• Collaborated with developers to validate new functionality and troubleshoot production issues.
• Facilitated meetings with business stakeholders, vendors, and development teams.
• Used Splunk to investigate system alerts, application errors, and production incidents.
• Contributed to development and testing of the Emergency Roadside Services
(ERS) Outage Dispatch application.
Application Systems Analyst I, GEICO
MAY 2 0 1 5 — MAY 2 0 1 7
• Provided production support for GEICO Claims applications in both onsite and remote environments.
• Monitored application queues and resolved production issues affecting claims processing.
• Investigated application errors using Splunk and Tealeaf to identify root causes.
• Opened Jira tickets and partnered with development teams to implement permanent fixes.
• Supported electronic payment processing and resolved payment exceptions.
• Monitored ISO reporting errors and ensured timely resolution.
• Assisted business users with claims, salvage, rental, and payment-related application issues.
• Delivered technical support while minimizing downtime for critical business systems.
Systems Technician / Service Desk Technician, GEICO AUG 2 0 0 5 — MAY 2 0 1 5
• Delivered technical support to approximately 35,000 internal users in a high-volume enterprise Service Desk environment.
• Resolved hardware, software, operating system, and application issues via phone, email, and remote support.
• Supported Windows 7 and Windows 8 desktop environments.
• Troubleshot VPN and remote connectivity issues using Junos VPN, GSG, and Tunnel Guard.
• Installed, configured, and supported Microsoft Office, Outlook, Exchange, and Microsoft Communicator.
• Assisted users with encryption and security software, including SafeBoot, McAfee, and BitLocker.
• Configured and deployed desktop and laptop computers from standard system images.
• Managed incidents and service requests using Remedy.
• Coordinated with hardware vendors for warranty repairs and equipment replacement.
• Consistently delivered excellent customer service while meeting Service Level Agreements (SLAs).
Help Desk Analyst, TEKsystems
APR 2 0 0 5
• Delivered technical support to approximately 35,000 internal users in a high-volume enterprise Service Desk environment.
• Resolved hardware, software, operating system, and application issues via phone, email, and remote support.
• Supported Windows 7 and Windows 8 desktop environments.
• Troubleshot VPN and remote connectivity issues using Junos VPN, GSG, and Tunnel Guard.
• Installed, configured, and supported Microsoft Office, Outlook, Exchange, and Microsoft Communicator.
• Assisted users with encryption and security software, including SafeBoot, McAfee, and BitLocker.
• Configured and deployed desktop and laptop computers from standard system images.
• Managed incidents and service requests using Remedy.
• Coordinated with hardware vendors for warranty repairs and equipment replacement.
• Consistently delivered excellent customer service while meeting Service Level Agreements (SLAs).
Senior Technical Analyst/Shift Lead, Lockheed Martin IT/BTAS, Inc Systems, Arlington, VA
DEC 2 0 0 1 — DEC 2 0 0 4
Client: Federal Deposit Insurance Corporation (Arlington, VA)
**Senior Technical Analyst/Shift Lead**
**GETRONICS** (Herndon, VA) Dec 1998 Dec 2001
(Getronics Government Solutions)
Senior Technical Support Analyst & Senior Mainframe Technical Support Analyst, GETRONICS, Herndon, VA
DEC 1 9 9 8 — DEC 2 0 0 1
• Provided technical support for the Federal Deposit Insurance Corporation
(FDIC) in a mainframe environment.
• Led a team of technical support analysts, ensuring timely resolution of issues and maintaining high levels of customer satisfaction.
• Troubleshot and resolved complex technical issues related to mainframe applications and systems.
• Collaborated with cross-functional teams to implement system upgrades and enhancements.
• Developed and maintained documentation for technical processes and procedures.
• Conducted training sessions for junior staff and end-users on system functionalities and best practices.
Help Desk/Software and Hardware Technician, Vista Information Technologies, Herndon, VA
F E B 1 9 9 7 — DEC 1 9 9 8
• Delivered technical support to approximately 35,000 internal users in a high-volume enterprise Service Desk environment.
• Resolved hardware, software, operating system, and application issues via phone, email, and remote support.
• Supported Windows 7 and Windows 8 desktop environments.
• Troubleshot VPN and remote connectivity issues using Junos VPN, GSG, and Tunnel Guard.
• Installed, configured, and supported Microsoft Office, Outlook, Exchange, and Microsoft Communicator.
• Assisted users with encryption and security software, including SafeBoot, McAfee, and BitLocker.
• Configured and deployed desktop and laptop computers from standard system images.
• Managed incidents and service requests using Remedy.
• Coordinated with hardware vendors for warranty repairs and equipment replacement.
• Consistently delivered excellent customer service while meeting Service Level Agreements (SLAs).
Help Desk/Software and Hardware Technician, Computer Learning Center, Alexandria, VA
NOV 1 9 9 5 — JAN 1 9 9 7
• College Work Students/Library Aide*
EDUCATION
Associate of Applied Science (A.A.S.), Computer Learning Center, Alexandria, VA
1 9 9 5 — 1 9 9 7
Computerized Business Systems / Network Administration
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