Summary
Overview
Work History
Education
Skills
Software And Standards Used
Timeline
Generic

Ben Delva

Atlanta

Summary

Recent cybersecurity graduate and current help desk analyst seeking to leverage my foundational IT knowledge and hands-on experience to advance in the Information Technology field. Dedicated to continuous learning and professional growth, aiming to contribute to a dynamic team while enhancing my skills in network security, information security, and cybersecurity technologies.

Overview

3
3
years of professional experience

Work History

Help Desk Analyst I

PrimeCare Technologies
02.2024 - Current
  • Provide effective end user support and issue resolution via emails, phone calls, etc
  • Collect detailed information to effectively diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise users on appropriate action or tasks
  • Follow standard help desk procedures and guidelines
  • Log all support calls, e-mails and exchanges in ticket system
  • Promote proactive support actions to prevent errors reoccurring
  • Maintain systems user security
  • Escalate problems to appropriate resource as needed
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Stay current with system information, changes and updates
  • Stay abreast of the latest technology trend
  • Expected to meet or exceed published Help Desk Analyst I performance standards
  • Other duties as assigned

IT Intern

Four Corners Primary Care
11.2023 - 12.2023
  • IT Issue Resolution: Assist in identifying, troubleshooting, and resolving IT issues reported within the clinic, including hardware and software malfunctions
  • Machine Updates: Collaborate with the IT team to update and maintain clinic computers, ensuring they operate efficiently and securely with the latest software patches and updates
  • Network Setup: Support the setup and configuration of switches, routers, and other network devices to ensure a reliable and secure network infrastructure throughout the clinic
  • Device Monitoring: Aid in the monitoring of IT devices, including servers, workstations, and peripherals, to proactively address any performance or security concerns
  • Documentation: Assist in documenting IT processes, troubleshooting steps, and system configurations to maintain an organized and accessible repository of information
  • User Support: Provide technical assistance to clinic staff on IT-related matters, including basic software usage, account setups, and access permissions
  • Collaborate on IT projects, such as system upgrades, software implementations, or technology integrations, under the guidance of the IT Coordinator

Security Guard

BOS Security
02.2022 - 11.2023
  • Perform building inspections, guard entry points, secure premises, and report any suspicious activities
  • Monitoring video surveillance: We monitor video surveillance feeds to detect and respond to any unauthorized access attempts or suspicious activity
  • Scan QR codes while making rounds to let the control center know my exact location and ensure that my duties are being completed
  • Used the app software provided by the company to log information and any suspected suspicious activity every hour

Education

Associate of Science - Cybersecurity

St. Petersburg College
12-2023

Skills

  • Security awareness
  • Software installation
  • Logging support tickets
  • Network troubleshooting

Software And Standards Used

  • Microsoft 365 Admin Center
  • Ninja Remote
  • ADManager Plus
  • Salesforce
  • Zabbix
  • Trellix ePO
  • HIPAA
  • Kronos
  • FISM
  • Intune

Timeline

Help Desk Analyst I

PrimeCare Technologies
02.2024 - Current

IT Intern

Four Corners Primary Care
11.2023 - 12.2023

Security Guard

BOS Security
02.2022 - 11.2023

Associate of Science - Cybersecurity

St. Petersburg College

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