Experienced IT Service Support Specialist with a proven track record in leading technical support teams and improving IT systems. Expert in deploying software solutions, managing projects, and maintaining high customer satisfaction. Adept at troubleshooting, network administration, and fostering strong client relationships. Known for boosting system performance and team productivity through innovative solutions. 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 Skills Project management Troubleshooting skills Hardware and software updates Operating systems User training skills Technical support Desktop support Technical documents comprehension Application Support
NISHEBA BENSON
Summary
Overview
Years of Working in IT Field
Work History
VanguardCharlotte, North Carolina
Job overview
- Replace "Optimized productivity through utilizing ServiceNow for inputting all connection information in CMDB" with Boosted productivity by streamlining data input into ServiceNow CMDB
- Simplify "Ideated and developed a SharePoint site with resources for internal crew members to increase efficiency and ensure seamless information exchange within teams" to Create a SharePoint site, improving team efficiency and communication.
VanguardCharlotte, North Carolina
Job overview
- 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.
VanguardCharlotte, North Carolina
Job overview
- 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.
VanguardCharlotte, North Carolina
Job overview
- 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.
Talent Bridge/LPL Fort Mill, South Carolina
Job overview
- 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.
McClatchyCharlotte, North Carolina
Job overview
- 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
DeVry Technical Institution
University Overview
Skills
IT troubleshooting
Problem-solving skills
End user support
Excellent interpersonal skills
Software updates
Advanced computer proficiency
Hardware installations
Document management
IT asset management
Virtualization technologies
Project coordination
Root-cause analysis
LAN protocols
Key process development
IT service management
Hardware updates
Technical support
Hardware upgrades
Process improvement implementation
Software installation
Customer service
Issue troubleshooting
Application support
Technical troubleshooting
Desktop support
User support
Hardware diagnostics
LAN/WAN
Remote support
Windows 10
Microsoft outlook
TCP/IP
Service support
Ticket management
Technical issues analysis
Access issue resolution
Decision-making
Wide-area networks
Call center operations
Technical documents comprehension
Linksys
Videoconferencing
Certification
- Certificate: Foundation of Cybersecurity |Google| 2024
- Certificate: Foundation of Project Management | Google 2023
- Certified Scrum Master | Scrum Alliance | 2022
Quote
Timeline
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