BENJAMIN GRIGGS
Clinton,United States
Summary
Provided comprehensive troubleshooting for Windows systems, ensuring seamless user account access and system connectivity to enhance operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Support Technician
KBS Communications
Clinton, MD
04.2023 - 04.2024
- Provided Tier 1 technical support for Windows workstations, assisting enterprise users with software, hardware, and connectivity issues.
- Resolved service requests including password resets, login issues, account lockouts, and system access problems.
- Supported Active Directory account management including user provisioning, permission updates, and access control administration.
- Troubleshot network performance issues, printer problems, software installations, and network connectivity errors for users.
- Documented technical incidents, troubleshooting steps, and resolutions within internal ticketing systems to maintain service records.
- Resolved approximately 85% of incoming help desk tickets during first contact, improving service efficiency and user satisfaction.
- Reduced average ticket resolution time by 30% through efficient troubleshooting, documentation practices, and escalation procedures.
Help Desk Technician Tier 1
I.T.M.A.S
Arlington, VA
04.2019 - 06.2020
- Delivered Tier 1 enterprise IT support services for over 20,000 users across multiple departments and organizational locations.
- Managed Active Directory user accounts including password resets, group permissions, account unlocks, and user provisioning.
- Provided remote troubleshooting support for Windows operating systems, Microsoft Office applications, and network connectivity issues.
- Documented service requests, incidents, and troubleshooting steps using Remedy 7.5 ticket management system.
- Assisted users with VPN connectivity issues, workstation setup, software installations, and system configuration support.
- Improved first-call resolution rate by 25% by quickly diagnosing technical issues and applying standardized troubleshooting procedures.
- Maintained customer satisfaction levels above 90% by providing clear communication and timely issue resolution.
Education
Associate of - Computer Science
College of Southern Maryland
05.2026
Skills
- Led initiatives to boost user satisfaction by providing effective tier 1 support and resolving incidents in a timely manner Enhanced desktop support services through the implementation of streamlined remote troubleshooting techniques Improved user experience by proactively addressing technical issues
- Oversaw optimization of Windows 10 and Windows 11 systems to achieve seamless workstation operations Championed proactive troubleshooting initiatives to enhance system reliability Drove consistent performance improvements across all workstations
- Oversaw user account management in Active Directory, significantly strengthening system security Enhanced user access efficiency by implementing effective password reset protocols Drove optimization of access control and user provisioning, leading to improved operational performance
- Led initiatives to optimize incident documentation and service request tracking by managing ticketing systems effectively Drove improvements in ticket management efficiency with Remedy 75, resulting in faster resolution times Cultivated interdepartmental partnerships to enhance service delivery standards
- Drove improvements in network connectivity by refining TCP/IP and DNS configurations Championed secure access initiatives through robust VPN support Addressed network challenges swiftly, leading to enhanced operational performance
- Led hardware troubleshooting initiatives that significantly reduced downtime Oversaw software installation processes to enhance user access to critical tools Managed printer support operations to ensure continuous workflow Streamlined workstation setups to elevate user satisfaction levels
- Conducted thorough analysis of security logs and incidents to strengthen overall security measures
- Led initiatives to enhance user satisfaction through expert support of Microsoft Office and Office 365 applications Resolved email troubleshooting challenges, significantly improving communication efficiency Delivered comprehensive application support, resulting in increased productivity outcomes
Certification
- CompTIA Security+
- Issued: 2026-02-01
- Expires: 2029-02-01
- CompTIA Tech+
- Issued: 2026-02-18
- SOC Operations Analyst I (SOCA I – Part I)
- BCR Cyber – 40 Hours Instructor Led Training
- Completed: 2026-03
Timeline
Help Desk Support Technician
KBS Communications
04.2023 - 04.2024
Help Desk Technician Tier 1
I.T.M.A.S
04.2019 - 06.2020
Associate of - Computer Science
College of Southern Maryland