Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Personal Information
Timeline
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DYLAN BENNETT

Wilmington,NC

Summary

Experienced IT professional with expertise in IT support operations and a strong focus on delivering exceptional customer service. Skilled in leading and mentoring teams to perform at their best while implementing innovative solutions and optimizing processes. Proficient in troubleshooting, incident management, and leveraging ITIL best practices to drive continuous improvement. Demonstrated ability to manage high-volume support environments, coordinate with multiple teams, and handle complex technical issues with professionalism and composure. Highly motivated IT professional with years of industry experience, consistently driving results by building and leading high-performance teams. Possesses excellent communication skills with a proven history of effectively collaborating across all organizational levels.

Overview

6
6
years of professional experience

Work History

Service Desk Manager

MegaCorp Logistics
04.2023 - Current
  • Managing a team of support technicians to efficiently coordinate incident and request resolution, all while delivering top-notch IT support and ensuring exceptional customer service across our 7 office locations
  • Overseeing performance metrics and SLA adherence, managing escalations, supporting asset lifecycle management, and leading continuous improvement initiatives through our IT tools
  • Collaborating with other departments to align with company goals and ensure adherence to ITIL standards, also demonstrated strong leadership and problem-solving abilities while maintaining a customer-focused approach to drive success.
  • Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
  • Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
  • Enhanced customer satisfaction with timely issue resolution and effective communication skills.
  • Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
  • Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
  • Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
  • Established clear performance metrics for continuous improvement in both individual and team performance levels.
  • Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.

Cybersecurity Analyst

MegaCorp Logistics
08.2022 - 04.2023
  • Collaborated with our Infrastructure and Security team to enforce security policies, stay current with ongoing and emerging threats and industry best practices, and ensure compliance with regulatory requirements
  • Implemented new security practices and software, helped lead the company’s email security training courses as well as organizing some email phishing campaigns
  • Upgraded our email security platform, migrated our Office 365 archiving software, and deployed a new EDR solution.
  • Collaborated with IT teams to integrate security measures into the development and deployment of new applications.
  • Conducted security audits to identify vulnerabilities.
  • Performed risk analyses to identify appropriate security countermeasures.
  • Optimized security monitoring processes by implementing automated tools for real-time threat detection and analysis.
  • Ensured compliance with industry regulations by performing comprehensive audits on existing security policies and procedures.
  • Enhanced network security by implementing advanced threat detection and prevention systems.
  • Reduced downtime caused by security incidents by establishing robust incident management and recovery framework.

Senior IT Support Specialist

MegaCorp Logistics
01.2021 - 08.2022
  • Assisted with new initiatives including Microsoft Intune to image over 800+ devices, create step-by-step guides for users in office and remote, diagnosed system errors
  • Ensured SLAs were met, phone calls were answered, went above and beyond to ensure user satisfaction was at an all-time high when reaching out to our Service Desk team
  • Created and implemented a new process for onboarding and offboarding while collaborating with different departments outside of IT.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Delivered onsite technical support for [Number] employees.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
  • Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
  • Updated software to safeguard against security flaws.
  • Managed high levels of call flow and responded to technical support needs.

Operations Team Lead and Computer Technician

Computer Warriors IT Support
05.2020 - 01.2021
  • Plan and direct day-to-day operations such as scheduling team shifts and orders while also accepting customers' devices for in-store repairs
  • Used computer forensics and software to diagnose devices malfunctions from laptops, desktops, cell phones, tablets, smart wear devices, and consoles
  • Have excellent communication and listening skills both verbally and written through customer reporting and updates.
  • Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
  • Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
  • Conducted regular performance evaluations, providing constructive feedback to promote professional growth within the team.
  • Assisted upper management in developing long-term strategic plans for departmental growth and success.
  • Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
  • Frequently inspected production area to verify proper equipment operation.

Advanced Repair Agent

Geek Squad
02.2019 - 04.2020
  • Excelled by efficiently performing diagnostics and repairs on hundreds of Apple, Android and Windows devices weekly
  • Customer service support over the phone and in-person contact with clients using selling skills to provide solutions aligned with their problem
  • Display outstanding teamwork while working alongside colleagues to ensure full satisfaction of client requests.
  • Adhered to all company policies and safety guidelines while performing repairs, promoting a secure working environment.
  • Enhanced customer satisfaction by diagnosing and repairing complex electronic devices.
  • Contributed to a positive workplace culture by actively participating in team meetings and sharing ideas for process improvement.
  • Implemented preventative maintenance measures to reduce the likelihood of future device failures.
  • Developed custom repair solutions for unique or challenging cases, leading to successful outcomes for clients.
  • Assembled, maintained, and repaired system hardware.
  • Performed regular upgrades to update systems and improve operability.

Education

Associate in Applied Science - Computer and Information Sciences and Support Services

Cape Fear Community College
Wilmington, NC
12.2019

Skills

  • Active Directory
  • Atlassian
  • Asset Management
  • Azure Admin
  • Cybersecurity
  • Data Integrity
  • Data Analytics
  • Exabeam SIEM
  • Freshservice ITSM
  • ITIL
  • Intercom
  • Intune
  • Jamf Admin
  • Jira ITSM
  • Linux
  • MacOs
  • Networking
  • Office 365
  • System Admin
  • RingCentral VoIP
  • Salesforce
  • Windows

Service Level Management

Incident Management

ITIL Knowledge

Escalation management

Multitasking and Organization

Goal-Oriented

Critical Thinking

Customer Service Management

Technical Troubleshooting

Analytical Thinking

Conflict Resolution

Accomplishments

  • IT Employee of the year – MegaCorp Logistics 2021
  • Honors Program at Cape Fear Community College 12/2016-12/2019

Personal Information

Title: Service Desk Manager

Timeline

Service Desk Manager

MegaCorp Logistics
04.2023 - Current

Cybersecurity Analyst

MegaCorp Logistics
08.2022 - 04.2023

Senior IT Support Specialist

MegaCorp Logistics
01.2021 - 08.2022

Operations Team Lead and Computer Technician

Computer Warriors IT Support
05.2020 - 01.2021

Advanced Repair Agent

Geek Squad
02.2019 - 04.2020

Associate in Applied Science - Computer and Information Sciences and Support Services

Cape Fear Community College

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