JaVonne Bennett
Technical Service Manager
Cordova,TN
Summary
Experienced in a fast-paced technical services environment, eager to transition into a new field and apply strong abilities in project management and team leadership. Committed to utilizing these skills to make meaningful contributions in a different industry. Currently seeking a full-time role that presents professional challenges and allows leveraging interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Technical Service Manager
TRG Solutions
Memphis, TN
08.2022 - Current
- Company Overview: NIKE
- Beiersdorf office setup- worked with cabling vendor, AV, and management of Beiersdorf in setting up small office with 12 users in Rogers, AR
- Ensured items for project were ordered and deliveries accepted
- Updated punch list daily and sent out communications to management
- Serves as escalation point for complex or impactful production support issues
- Ensures that senior production support management is always informed of status of initiatives, impactful issues, team health and needs
- Acts as business consultant where needed to resolve issues and provide information to other teams
- Develops and maintains relationships with operational managers and obtains feedback
- Partner and communicate with other infrastructure teams including Telecom, Network, Print, Server, and RF teams, along with Service Desk and Deskside technicians
- OSC Expansion- worked with Operations manager for OSC to expand the area to accommodate additional use of dock doors for Outbound trailers
- Added thin clients and dual 55” displays to view sorter graphics and performance for the day
- Worked with networking and facilities to supply additional network ports and power to accommodate the addition of workstations for users processing mailer packages, as well as PC and TV to display KPI reports
- Works with Business Operations to order supplies and review budget for the fiscal year
- Oversees team of deskside technicians to ensure issues are resolved in a timely manner, adhering to SLA agreement and ensuring projects are mapped out and completed in a timely manner
- Wireless AP upgrade- coordinated with the Network, Wire Services, and Deskside teams to verify RF devices, wireless printers, and thin clients for mobile carts would connect to wi-fi 6e after 100+ APs were upgraded
- IGEL training- completed IGEL OS11 & 12 training, maintaining approximately 64 thin clients used by operations to display KPI reports
- Remote into these devices daily to ensure health of devices and open necessary reports for operations
- Time clock replacement project- coordinated with the Technical Program Management team at WHQ and Operations to verify the number of time clocks within NALC and installation of 3 new time clocks
- Coordinated with Deskside and Facilities Maintenance to program, replace, and recycle 97-time clocks
- PMV Hospital- worked with EHS and Operations to improve SOP for PMV drivers and the lifts operated
- Creating efficient ways to get the equipment on the lifts reconfigured or replaced in a timely manner while holding drivers accountable to the equipment utilized
- Coordinated with PMO team to acquire 21 computers and scanners for new lifts and coordinated with Deskside & Raymond Shaw to install power, mounts, and tech equipment
- Create reports in ServiceNow to see when users are eligible for laptop or desktop refresh and ensuring ITAM is up to date
Sr. Deskside Technician
Stefanini
05.2020 - 08.2022
- Company Overview: NIKE
- Trained new hires on standard operating procedures, imaging of thin clients/PCs/laptops, printers, software, and hardware installation
- Created KB articles specific for Shelby facility
- Engaged with leadership and IT management to formulate plans of action for project completion and commencement
- Completed laptop setup and deployments specific for offsite storage locations and remote users
- Inventory manager for Shelby facility- Responsible for placing RFID asset tags on laptops and PC to track quantity in stock
- Entered asset tag and associated serial number in Asset Management
- Kept track of incoming items and ensured items that were ordered was deployed to the user in a timely manner
- Dojo Training setup- assisted in setting up 18 workstations with dual monitors and scanners for the Training team to prepare employees for new streamline setup of the Processing department
- Project Moonshot- assisted in over 200 workstation setups with dual monitors and scanners to for new streamline setup of the Processing department
- Completed monthly ticket audits for Shelby deskside techs to ensure tickets are resolved correctly and troubleshooting steps are documented properly
- CIS project install- Installed DMCS/NFL/FHR WM software for 20 remote users of the CIS group
- Assisted users with setting up their initial accounts and configured the application per their needs
- NIKE
Desktop Support Technician II
Stefanini
03.2017 - 05.2020
- Company Overview: NIKE
- IMAC – IT equipment Install/Move/Add/Change
- Support IT equipment for NIKE employees and contractors in large warehouse environment
- Tracked and resolved user incidents and requests through the ServiceNow ticketing tool
- Imaged laptops and desktops with all job specific software to new users
- Remote supported using Bomgar Support Software
- Completed Windows 10 upgrades/ laptop refreshes for Shelby facility
- Assigned, Swapped, and Removed assets in ServiceNow ITAM
- Conducted inventory weekly and submit report to IT manager and TSM (Technology Service Management)
- NIKE
Financial Application Support
TEKsystems
05.2016 - 10.2016
- Company Overview: FedEx
- Provided access to users for financial reports and CAST (Corporate Applications Support Team) website
- Completed tickets in accordance to SLA agreement
- Documented detailed information regarding end user issues through the Enwisen ticketing system
- Escalated further technical support issues to QMS (Quality Management and Security) when no resolution was found
- FedEx
Contact Center Representative
TEKsystems
12.2015 - 04.2016
- Company Overview: FedEx
- Provided regarding payroll issues and tax questions
- Documented detailed information regarding end user issues through the Enwisen ticketing system
- Used Enwisen Knowledge Base to document cases and resolutions, as well as research similar tickets
- Escalated issues to level II and outside vendors when no resolution was found
- Assisted end users with accessing and troubleshooting ADP payroll website
- FedEx
Internship
General Debug
10.2015 - 01.2016
- Assisted in setting up a small multi-printer network
- Troubleshot wireless connectivity issues
- Assembled and disassembled PCs
- Transferred and backed up files for end user
- Troubleshot hardware issues
Education
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Lab Four Professional Development Center
Memphis, TNBachelor of Science - Management Information Systems (MIS)
The University of Tennessee At Martin
Martin, TN 05.2001 - 05.2010
Skills
Jira
Written communication
Project management
Planning and scheduling
SLA management
Service delivery
Incident management
Hardware troubleshooting
Asset Management
ServiceNow
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Microsoft Excel
Windows 7/10/11
Jira
Timeline
Technical Service Manager
TRG Solutions
08.2022 - Current
Sr. Deskside Technician
Stefanini
05.2020 - 08.2022
Desktop Support Technician II
Stefanini
03.2017 - 05.2020
Financial Application Support
TEKsystems
05.2016 - 10.2016
Contact Center Representative
TEKsystems
12.2015 - 04.2016
Internship
General Debug
10.2015 - 01.2016
Bachelor of Science - Management Information Systems (MIS)
The University of Tennessee At Martin
05.2001 - 05.2010
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Lab Four Professional Development Center
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