Nisheba Benson
York,South Carolina
Summary
Skilled Desktop Support Lead with background in managing technical support teams, overseeing IT infrastructure, and troubleshooting complex software issues. Strong abilities in project management, system deployment, and network administration. Demonstrated success in improving system performance and enhancing productivity through innovative IT solutions. High regard for maintaining customer satisfaction and forging strong client relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Data Transmission Engineer
Vanguard
Charlotte, North Carolina
10.2021 - 09.2024
- Worked with multiple departments to guarantee organizational and client success.
- Optimized productivity through utilizing ServiceNow for inputting all connection information in CMDB.
- Ideated and developed a SharePoint site with resources for internal crew members to increase efficiency and ensure seamless information exchange within teams.
- Leveraged industry best practices, tools and process to optimize customer experience.
- Successfully completed over 150 test and production requests to ensure files are securely shared.
Technician, Central Project Initiatives
Vanguard
Charlotte, North Carolina
02.2021 - 10.2021
- Worked collaboratively with team members for rapid issue identification and resolution.
- Delivered onboarding initiatives within tight financial and time limitations for senior management.
- Facilitated outstanding client interactions to foster and grow enduring partnerships.
- Leveraged Microsoft Teams for the configuration of home and mobile workstations for new employees.
- Designed and implemented an automated email system using Microsoft Power Automate to track new hire concerns.
Assistant Project Management Intern
Vanguard
Charlotte, North Carolina
02.2021 - 10.2021
- Tracked performance metrics in ServiceNow Reporting based on customer data.
- Submitted project deliverables to clients, consistently adhering to quality standards.
- Collaborated with senior project managers to resolve divisional issues.
- Assisted project managers in maintaining schedules and hitting targets.
- Organized weekly sessions to discuss departmental challenges, inquiries, and the progress of ongoing projects.
Support Analyst
Vanguard
Charlotte, North Carolina
03.2017 - 10.2021
- Collaborated with internal team to troubleshoot and resolve software issues.
- Tracked helpdesk performance metrics and reported findings in daily meetings.
- Received positive customer feedback by effectively addressing support issues.
- Enhanced efficiency through the creation and analysis of support agent performance metrics.
- Provided remote support for mobile devices, including iOS and Android devices, using Horizon Client (VMWare)
- Used remote login tools to assist clients with technical and product questions.
- Delivered clear process documentation through consistent evaluations of 40-50 articles each week.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
Technical Support
Talent Bridge/LPL
Fort Mill, South Carolina
12.2016 - 03.2017
- Analyzed call logs to highlight prevalent trends.
- Offered insights to enhance self-help documents, facilitating customer independence.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Diagnosed system errors and implemented solutions to resolve them.
Desktop Support Technician
McClatchy
Charlotte, North Carolina
06.2016 - 12.2016
- Cut costs by $30K through upgrading existing iMac memory rather than acquiring new devices.
- Collected essential data and logged detailed client interactions in IT Problem spreadsheet.
- Upgraded outdated phone systems in four office locations.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Delivered customized training sessions to enhance employees' proficiency with technology tools.
- Managed inventory of IT assets including laptops, PCs, mobile devices .
Education
Certificate - Foundation of Cybersecurity
Google
01.2024
Certificate - Foundation of Project Management
Google
01.2023
Certified Scrum Master -
Scrum Alliance
01.2022
Bachelor of Business Administration - Coursework towards
DeVry Technical Institution
Decatur, GASkills
- Skilled in Microsoft Office 365
- Proficient in Power Automate
- Skilled in Microsoft Operating Systems
- Mac OS Proficiency
- ServiceNow Incident Management
- Service Excellence
- Project Coordination
- Workflow Optimization
- Equipment Management
- Project management
- Troubleshooting skills
- Hardware and software updates
- Operating systems
- User training skills
- Technical support
- Desktop support
- Technical documents comprehension
Certification
- Certificate, Foundation of Cybersecurity | Google | 2024
- Certificate, Foundation of Project Management | Google 2023
- Certified Scrum Master | Scrum Alliance | 2022
References
References available upon request.
Timeline
Data Transmission Engineer
Vanguard
10.2021 - 09.2024
Technician, Central Project Initiatives
Vanguard
02.2021 - 10.2021
Assistant Project Management Intern
Vanguard
02.2021 - 10.2021
Support Analyst
Vanguard
03.2017 - 10.2021
Technical Support
Talent Bridge/LPL
12.2016 - 03.2017
Desktop Support Technician
McClatchy
06.2016 - 12.2016
- Certificate, Foundation of Cybersecurity | Google | 2024
- Certificate, Foundation of Project Management | Google 2023
- Certified Scrum Master | Scrum Alliance | 2022
Certificate - Foundation of Cybersecurity
Google
Certificate - Foundation of Project Management
Google
Certified Scrum Master -
Scrum Alliance
Bachelor of Business Administration - Coursework towards
DeVry Technical Institution
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