RON BENNETT

• Configured hardware, devices, and software to set up work stations for employees.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Monitored systems in operation and quickly troubleshot errors.
• Walked individuals through basic troubleshooting tasks.
• Patched software and installed new versions to eliminate security problems and protect data.
• Documented and updated known fixes in knowledge base for future reference.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Assisted end-users with conference room equipment setup and operation.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
• Diagnosed and troubleshot hardware, software and network issues.
• Researched and identified solutions to technical problems.

• Configured hardware, devices and software to set and deploy laptops for remote and in office workers.

• Patched software and installed new versions to eliminate security problems and protect data.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

• Monitor corporate central ticketing system (ServiceNow) to ensure timely response and resolution of tech support issues within defined SLA. Manage personal queue within corporate central ticketing system.

• Assist with on-boarding of new users/new hires and set up mobile phone email.

• Support local and remote users accessing the network via VPN and Remote Desktop Respond to queries either in person, over the phone, by email.

• Assist with AutoPilot rollout along with integration and formatting new apps to work with MS Endpoint Manager/Intune for deployment through Customer Portal.

• Configured hardware, devices and software to set up work stations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Helped streamline repair processes and update procedures for support action consistency.
• Rolled out software updates and applied server patches to thwart threats from penetrating networks.
• Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
• Purchased, setup and installed new computers.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Supported users with software, hardware and network issues.
• Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Answered customer support inquiries via specialized ticket tracking platforms.
• Created user accounts and managed access control and administered all Microsoft 365 accounts.
• Configured and distributed devices used daily by employees.
• Configured hardware, devices and software to set up work stations and lap tops for all new employees.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

• Executed and processed Email migrations from On-premise and Hosted Exchange servers to Office 365 Exchange Online.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Provided on-site and remote technical support to users.
• Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 1200+ clients.
• Assisted over 10 clients daily by gaining remote access to computers and manipulating applications.
• Supported and maintained user account information, including rights, security and systems groups.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Installed new hardware and software, patched systems and configured settings.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Troubleshot network hardware to isolate and determine solutions for a range of communication equipment or service failures using test equipment and monitoring or diagnostic tools.
• Processed incoming/outgoing trouble tickets in regards to customer related issues.
• Supported all service issues for data, video, telephony or transport services including Cox installed customer premise equipment.
• Maintained current knowledge of all commercial products and used all appropriate processes and procedures for troubleshooting data, video and telephony systems and applications

• Provided second-tier technical support and resolution of internal and external customers/users on basic and complex hardware, network, software and application problems.
• Administered user access in multiple company proprietary systems as well as created and maintained all new user accounts in Active Directory.
• Played an integral role in a nationwide upgrade for 4400 users from Windows XP to Windows 7 as well as an email domain split from Walgreens to OptionCare.
• Was part of the team that facilitated a complicated transition from Walgreens server farms to the OptionCare data center.
• Location was central for imaging new machines for the central region of the country, therefore I was responsible for receiving, imaging, configuring and shipping machines to all end users within the region.