Benjamin Jones
Desktop Support Technician
Brooklyn
Summary
Seeking Desktop Support Technician role with 12 years of experience in technical support, hardware management and customer service. Proven expertise in reclaiming, reimaging, and redeploying devices at NYU Langone, and delivering exceptional technical support at Apple. Skilled in managing hardware programs, coordinating device disposals, and providing solutions for iOS and Mac users.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Hardware Reclaim Team
NYU Langone
02.2025 - Current
- Coordinate the retrieval and redistribution of institutional hardware from global locations, ensuring seamless management of devices from terminated employees.
- Assess, reimage, and reassign laptops for the Used Device Program, contributing to cost savings exceeding $1,000,000.
- Oversee the loaner laptop program and manage environmentally friendly disposal processes, maintaining detailed records of all disposed devices.
- Excellent communication skills, both verbal and written.
Mac Refresh Team
NYU Langone
09.2023 - 02.2025
- Identified, reclaimed, and refreshed non-compliant Apple computers, ensuring all devices met current operating system standards.
- Collaborated with lab support, AV, and Collaboration Support teams to efficiently replace outdated equipment and enhance research and AV capabilities.
- Coordinated secure disposal of non-compliant devices with the Hardware Reclaim team, maintaining precise disposal records.
- Worked well in a team setting, providing support and guidance.
Full-Time Technical Expert
Apple
02.2021 - 08.2023
- Delivered effective repair solutions for iOS customers by utilizing retail and remote support expertise.
- Collaborated with skilled technicians to enhance repair quality and meet customer expectations.
- Mentored retail team members through feedback and knowledge sharing.
Retail at-Home Phone Advisor, Mac+
Apple
05.2020 - 08.2021
- Provided customer support for iOS and Mac products through phone consultations, effectively resolving a variety of technical issues.
- Utilized comprehensive knowledge and support resources to troubleshoot both common and complex problems efficiently.
- Collaborated with team members to enhance service delivery and ensure optimal customer satisfaction.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
Full-Time Technical Specialist
Apple
07.2017 - 02.2021
- Navigated a dynamic work environment by adapting to evolving customer expectations, health and safety protocols, and business requirements.
- Implemented a pre-session call initiative to enhance customer experience through proactive support measures.
- Contributed to maintaining high customer satisfaction in a fast-paced service setting.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
Sales Development Representative
Algorithms
03.2016 - 01.2017
- Developed email templates and call scripts that were adopted by the sales team to secure initial U.S. clients.
- Successfully booked 91 meetings, generating 37 qualified opportunities with prospects ranging from SMBs to Fortune 50 companies.
Enterprise Account Executive
Tectrade
08.2015 - 02.2016
- Managed the complete sales cycle, from initial prospecting to finalizing deals, for IBM Software-Defined Storage solutions.
- Sold professional services, effectively aligning offerings to client needs and enhancing customer satisfaction.
Enterprise Business Development Representative
Salesforce.com
07.2014 - 08.2015
- Surpassed sales metrics by achieving over 140% of targets for FY2016, generating $600k monthly in new business opportunities.
- Facilitated weekly strategy meetings with cross-functional teams to identify and secure new business opportunities, including engagement with a new Fortune 500 corporation.
- Conducted market research to identify new business opportunities and target areas for expansion.
- Used SalesForce to handle current portfolio and prospective leads.
SMB Account Executive
AvePoint
04.2013 - 07.2014
- Managed the complete sales cycle for SharePoint software and services in the SMB sector, consistently surpassing sales targets through successful deal closures.
- Oversaw a portfolio of over 200 existing customers, collaborating with the customer service team to resolve technical issues and identify new business opportunities within accounts.
Education
Bachelor of Arts - Political Science
Rutgers University
New Brunswick, NJ05.2010
Skills
Enterprise IT Infrastructure Sales
Friendly, positive attitude
Customer service
Skilled in digital tools and technologies
Teamwork and collaboration
Calm under pressure
Problem-solving
Timeline
Hardware Reclaim Team
NYU Langone
02.2025 - Current
Mac Refresh Team
NYU Langone
09.2023 - 02.2025
Full-Time Technical Expert
Apple
02.2021 - 08.2023
Retail at-Home Phone Advisor, Mac+
Apple
05.2020 - 08.2021
Full-Time Technical Specialist
Apple
07.2017 - 02.2021
Sales Development Representative
Algorithms
03.2016 - 01.2017
Enterprise Account Executive
Tectrade
08.2015 - 02.2016
Enterprise Business Development Representative
Salesforce.com
07.2014 - 08.2015
SMB Account Executive
AvePoint
04.2013 - 07.2014
Bachelor of Arts - Political Science
Rutgers University