Kudus Benson
Owings Mills,MD
Summary
Customer-focused IT Support professional with experience providing Tier-1 technical support, troubleshooting user access issues, and supporting digital systems in banking and consumer technology environments. Skilled in resolving authentication issues, MFA challenges, VPN connectivity problems, and system usability concerns. CompTIA Security+ certified with hands-on experience in hardware, software, and network troubleshooting. Fluent in English and German.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
M&T Bank
01.2023 - Current
- Provide Tier-1 technical support for digital banking systems
- Troubleshoot MFA failures, login errors, and account access issues
- Assist with password resets and credential provisioning
- Support VPN connectivity and secure remote access
- Escalate incidents to Tier-2/Tier-3 teams
- Document service requests in case management systems
Financial Bank Specialist
PNC Bank
01.2019 - 01.2023
- Resolved digital authentication and online access issues
- Assisted with account security and fraud prevention
- Maintained case documentation
- Educated users on cybersecurity best practices
Technical Support Specialist (Geek Squad)
Best Buy
01.2015 - 01.2019
- Diagnosed hardware, software, and OS issues
- Installed and configured Windows systems
- Troubleshot network and printer issues
- Performed malware removal and optimization
Education
Associate’s Degree - undefined
Baltimore City Community College
Skills
- Tier-1 IT Support
- Windows 10/11 Troubleshooting
- Active Directory (User Support)
- MFA & Password Resets
- VPN & Remote Access
- Ticketing Systems (ServiceNow – Familiarity)
- Network & Printer Support
- Microsoft Office 365
Certification
- CompTIA Security+ (2023)
- CySA+ (In Progress – Expected 2026)
- AWS Cloud Practitioner (In Progress)
Languages
German
Native or Bilingual
Timeline
Service Desk Analyst
M&T Bank
01.2023 - Current
Financial Bank Specialist
PNC Bank
01.2019 - 01.2023
Technical Support Specialist (Geek Squad)
Best Buy
01.2015 - 01.2019
Associate’s Degree - undefined
Baltimore City Community College