Benjamin Collins
Anchorage,AK
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
17
17
years of professional experience
Work History
IT Specialist
Carnival Corporation (HAP)
Anchorage , AK
02.2024 - Current
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Trained end users on how to use new systems and technologies effectively.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
- Provided guidance on best practices for using technology resources securely.
- Set up local area networks and wide area networks.
- Installed operating systems, applications, patches, updates. as needed.
- Created user accounts, set up permissions, and monitored system security.
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Provided technical support for users experiencing hardware or software issues.
Care Giver Special Needs
Visiting Angels
Anchorage , AK
03.2022 - Current
- Provided support to individuals with disabilities by assisting them with daily living tasks such as meal preparation, hygiene, errands, and leisure activities.
- Offered emotional support during difficult times such as illness, hospitalization or bereavement.
- Facilitated communication between clients, family members and medical staff.
- Provided assistance to special needs individuals with daily activities such as feeding, bathing and dressing.
- Monitored physical and emotional health of clients.
- Transported clients to appointments or other destinations using a wheelchair accessible vehicle.
Intensive Support Associate
Hope community Resources
Anchorage , Alaska
03.2022 - 09.2022
- Provided support to individuals with disabilities by assisting them with daily living tasks such as meal preparation, hygiene, errands, and leisure activities.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Participated in team meetings regarding client progress or concerns raised by family members.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Monitored vital signs, including blood pressure, temperature and pulse rate.
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
Juvenile Correctional Officer
Department Of Juvenile Justice
Union , SC
08.2017 - 03.2018
- Developed positive relationships with inmates through constructive interactions while enforcing rules fairly.
- Responded promptly to emergency situations, such as fights or attempted escapes.
- Collaborated with social workers, teachers, counselors, psychologists, probation officers, law enforcement personnel, lawyers, concerning individual cases as needed.
- Directed and supervised juveniles in a correctional setting, ensuring safety of all inmates.
- Managed daily operations within the facility, including discipline, recreational activities, medical and mental health care, and educational programs.
- Encouraged positive behavior changes among juveniles by providing incentives such as rewards for good performance.
- Conducted frequent searches of cells and living areas for contraband materials and weapons.
- Communicated effectively with supervisors about progress made toward meeting goals set forth in individual treatment plans.
Technical Support Analyst
Sitel
GA , Augusta
08.2016 - 06.2017
- Troubleshoot internet connectivity/service with customer owned devices Troubleshot and resolved customer problems, such as identifying user errors, unit issues, and network related problems
- Troubleshot customer inquiries related to software and hardware issues.
- Documented all activities related to technical support including processes, updates, changes made.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Resolved escalated customer service issues in a timely manner.
Technical Support Analyst
IBM
Hyd , India
04.2012 - 02.2016
- Provided Voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA & AP
- Installed and configured IBM hardware, software, and network components.
- Monitored network performance to ensure optimal service levels are met.
- Provided technical assistance for hardware and software related issues.
- Performed system backups, installed and tested new software applications, and configured user accounts.
- Created detailed documentation of IT services support procedures.
- Responded quickly to incidents reported by users via telephone calls or emails.
- Ensured compliance with applicable laws regarding data privacy protection standards during the provision of IT services support activities.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
Technical Resolution Expert
Dell International
HYD , India
12.2007 - 10.2011
- Responded to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone
- Provided technical support to users by troubleshooting hardware and software issues.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Provided technical support to end-users on a variety of computer software and hardware issues.
Education
Bachelor of Arts - Psychology
William Carey University
Shillong, IndiaSkills
- IT service management
- Troubleshooting and diagnostics
- Hardware Installation
- Software configuration
- Application support
- Remote Support
- System Administration
- Active Listening
Languages
English, Fluent
References
References available upon request
Timeline
IT Specialist
Carnival Corporation (HAP)
02.2024 - Current
Care Giver Special Needs
Visiting Angels
03.2022 - Current
Intensive Support Associate
Hope community Resources
03.2022 - 09.2022
Juvenile Correctional Officer
Department Of Juvenile Justice
08.2017 - 03.2018
Technical Support Analyst
Sitel
08.2016 - 06.2017
Technical Support Analyst
IBM
04.2012 - 02.2016
Technical Resolution Expert
Dell International
12.2007 - 10.2011
Bachelor of Arts - Psychology
William Carey University
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