Summary
Overview
Work History
Education
Skills
Certification
Timeline
AdministrativeAssistant
Brandon Benes

Brandon Benes

Holiday,FL

Summary

Seasoned IT support specialist with over 5 years of experience delivering top-notch technical support and exceptional customer service. Proficient in diagnosing and resolving hardware and software issues, managing Active Directory, and providing remote support. Skilled in leveraging a variety of enterprise tools and technologies to enhance user experience and maintain high service standards. Committed to continuous learning and staying current with emerging technologies.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Support Specialist - Helpdesk

Concentrix
Holiday, FL
12.2022 - Current
  • Leveraging over 5+ years of expertise, provided expert-level support for Windows operating systems and Mac/IOS products, ensuring optimal performance and user satisfaction.
  • Managed user accounts and authentication using Active Directory.
  • Delivered exceptional customer service by promptly responding to user requests via phone, email, voicemail, and chat.
  • Documented and managed incidents in the case management system, ensuring compliance with Service Level Agreements (SLAs).
  • Troubleshot and resolved technical issues, delivering effective solutions to maintain system reliability.
  • Monitored, tracked, and closed service requests in the call management system, ensuring timely resolution.
  • Communicated progress and resolution updates to internal staff, maintaining transparency and high service standards.
  • Escalated complex issues to higher support levels, ensuring timely and effective resolution.
  • Diagnosed system malfunctions and provided troubleshooting assistance.
  • Assisted colleagues with complex IT problems or inquiries.

IT Field Support Technician

Worldwide Technical Services
Tampa, FL
11.2020 - 12.2024
  • Delivered break-fix support for Dell, Lenovo, Alienware, Legion and HP equipment under warranty.
  • Serviced tablets, printers, and servers, ensuring quick and efficient repairs.
  • Communicated effectively with customers and team members to provide clear and concise support.
  • Managed service calls from assignment to closure, ensuring all administrative tasks were completed accurately.
  • Handled asset and inventory management, ensuring efficient use of company resources.

Senior Fraud Analyst (Risk Analyst)

ID.me
Tampa, FL
03.2022 - 09.2022
  • Conducted detailed reviews and investigations of escalated Trusted Referee documents and video sessions.
  • Identified and escalated suspicious or fraudulent activities to maintain process integrity.
  • Managed Trusted Referee Verification (TRV) and Documentation (TRD) tasks to meet service levels.
  • Developed automated solutions that can be used to identify potential fraudulent activities quickly.
  • Performed risk assessment of customers based on their profiles, behaviors and past records.
  • Played a pivotal role in clearing 20,000 tickets from the escalation queue. Responsibilities included member interaction, confidential document review, and instructing members on restarting workflow processes.
  • Collaborated with MSOC and the Fraud Team, Utilized tools such as Palantir, Zendesk, and Salesforce. Contributed for a total of 5 months in cleaning, managing, solving over 17,000 trouble tickets and accounts for fraudulent activity

Trusted Referee Video Reviewer

PalantirID.me
Tampa, FL
02.2021 - 03.2022
  • Provided prompt and accurate customer support through email and video chat.
  • Verified member identities following strict procedures and guidelines.
  • Collaborated with customers to resolve verification issues and provided effective solutions.
  • Contributed to large-scale ticket clearance projects and fraud detection initiatives.

Elite Customer Care Representative

Bic Graphic USA
Clearwater, FL
02.2020 - 11.2020
  • Delivered exceptional customer support to key accounts, including industry leaders.
  • Managed the complete order processing cycle from initial request to final delivery.
  • Built and maintained strong client relationships, addressing inquiries and tailoring solutions.
  • Collaborated with internal teams to expedite problem resolution and ensure client satisfaction.
  • Utilized data-driven insights to optimize inventory management and improve service efficiency.
  • Gathered customer feedback to suggest improvements for products and services.
  • Assisted customers in navigating through website features and functions to locate desired information or products.

Logistics Analyst

Amazon.Inc
New Port Richey, FL
02.2018 - 12.2019
  • Managed projects related to improving inventory control procedures.
  • Provided technical support regarding freight forwarding processes.
  • Monitored vendor performance to ensure timely deliveries and quality standards were met.
  • Ensured compliance with internal policies and external regulations related to logistics activities.
  • Ensured that all safety protocols were followed during loading and unloading operations.
  • Tracked shipment status using online tools such as FedEx or UPS websites.
  • Analyzed logistics operations to identify areas of improvement and cost savings opportunities.
  • Investigated any discrepancies or issues concerning order fulfillment or delivery delays.
  • Collaborated with IT department to develop automated solutions for various logistics functions.

Education

Certificate of Completion (Applied Cybersecurity) - Applied Cybersecurity

Fred K. Marchman Technical College
New Port Richey, FL
01-2020

Some College (No Degree) - Commercial And Advertising Art

Fred K. Marchman Technical College
New Port Richey, FL

Some College (No Degree) - Computer And Information Sciences

Pasco-Hernando State College
New Port Richey, FL

Skills

  • Technical Skills: Active Directory, Windows 10/11, Linux, Network Administration, System Administration, Microsoft O365, Remote Support, VPN Configuration, TCP/IP, Software Installation, Virtualization (VMware, Hyper-V), Cloud Services (AWS, AzureAD), Help Desk Support, Incident Management, Technical Support, Scripting Languages
  • Soft Skills: Customer Service, Problem Solving, Communication, Team Collaboration, Time Management, Attention to Detail
  • Tools: JIRA, ServiceNow, Zendesk, TeamViewer, LogMeIn, Symantec, PowerShell, Bash, CMD, PuTTY

Certification

  • (CompTIA Network+, CompTIA Security+ {Currently Pursuing}), Microsoft Certified: Azure Fundamentals

Timeline

IT Support Specialist - Helpdesk

Concentrix
12.2022 - Current

Senior Fraud Analyst (Risk Analyst)

ID.me
03.2022 - 09.2022

Trusted Referee Video Reviewer

PalantirID.me
02.2021 - 03.2022

IT Field Support Technician

Worldwide Technical Services
11.2020 - 12.2024

Elite Customer Care Representative

Bic Graphic USA
02.2020 - 11.2020

Logistics Analyst

Amazon.Inc
02.2018 - 12.2019

Certificate of Completion (Applied Cybersecurity) - Applied Cybersecurity

Fred K. Marchman Technical College

Some College (No Degree) - Commercial And Advertising Art

Fred K. Marchman Technical College

Some College (No Degree) - Computer And Information Sciences

Pasco-Hernando State College

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