Benedette Dorato
West Warwick,RI
Summary
I am that go to person. I build relationships with colleagues and clients, enhancing process, and creating the bridge between departments to keep business traffic flowing. Whether it's problem solving technical issues, procedural issue, or managing the department budget, I do so with the whole of the business in mind. Boost moral, increase efficiency, root cause analysis with a preventative approach, and researching technologies to maintain the current business model with preparedness to take the business forward into the future.
Overview
33
33
years of professional experience
Work History
Site Support Manager
FGX International
07.2023 - Current
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Streamlined support processes for increased efficiency and improved response times.
IT Desktop Support
FGX International
07.2021 - 07.2023
- Triage hardware and software issues
- Implement fixes and updates as needed or mandated per policy
- New Hire desktop/laptop setups
- Distribution Center tablet repair and reconditioning
- Network and Digital Phone patching
Contractor
Self Employed
10.2019 - 07.2021
- Rideshare services
- Photographer/Videographer
- PC/Mac Technician
Customer Experience Group Specialist
Agoda PVD
11.2017 - 03.2019
- 1st point of contact for customers and partners with various hotel booking related needs and issues
- Confirm, cancel, amend, and troubleshoot various requests per company policies and procedures as defined in the knowledge base
- Providing excellent customer support to improve on customer and partner relations
- Take incoming calls and emails from customers, partners, and internal
- Make outbound calls and emails to customers, partners, and internal
- Site BOT specialist with in-depth knowledge of processes and procedures related to Booking.com
- Handle questions regarding how-to with processes related to Booking.com, assisting and educating agents to be better prepared and self-sufficient
- Liaison with Booking.com agents for escalation purposes
IT Support Specialist
Fresenius NA
12.2007 - 06.2015
- 2nd point of contact for issues submitted to the Help Desk via e-mail, voicemail, web, and phone to assist the customer for all issues within the Compliance and HIPPA guidelines
- Create/update tickets using the Remedy application which requires
- Verifying correct customer contact information and location
- Documenting necessary information to allow second level or HD Specialist to work the issue with little or no additional information
- To fill out the required fields that accurately classify the issue for reporting purposes
- Create system wide broadcasts of known issues currently in progress
- In depth trouble shooting for all supported applications and hardware for first call resolution or to be escalated to the proper second level support group
- Follow up on standard and non-standard issues for documenting purposes in an effort to better inform and prepare fellow Help Desk personnel for any reoccurrences in the future
- Administrate accounts for
- Active Directory (NT, VPN)
- Citrix MetaFrame (Roadnet)
- Intranet (fmc4me)
- Kronos
- Lotus Notes (Domino)
- SAP
- Verify customer validity through security checks and inquiries prior to changing access credentials for any personal non-generic account
- In-depth training and understanding of the clinical and billing applications Proton, Medical Manager Soarian Clinicals, and Soarian Financials
- Trained in SAP for product management, sales, finance, development, training and ADC warehouse systems
- Well versed in the several step process of installing network printers for their uses in the applications dependant on all of these steps being completed correctly i.e., Proton, Medical Manager, Soarian Financials, Soarian Clinicals, SAP, and Web Reports
- Educate the user on all supported applications pertinent to the customers’ role including that, which could fall to the responsibility of the field system trainers for the purpose of an expedient resolution
- Responsible for comparing application medical data with the clinical reports to verify that the data is correct/incorrect in the report and to be able to explain to the customer and appropriate support teams why and how through thorough documentation
Level2 Qualifier
Getronics
01.2007 - 03.2007
- Second tier help desk for several large corporations across the U.S
- And Canada
- Assess ticket info to determine next step process for troubleshooting
- Work with clients over the phone to attempt to resolve issue, or determine faulty device
- Approve device or part replacement, order part, dispatch technician
- Create database articles to simplify troubleshooting and specify next course of action to expedite ticket resolution
- Or Rework
- Data entry on all units received
- I.e., technical attributes and physical condition
Test Technician
Hewlett Packard
11.2006 - 12.2006
- Testing various types of units including HP, Dell, and Gateway PC’s and laptops
- Securely wipe hard drives of previous installations for leasing
- Troubleshoot Hardware issues to send product to necessary division
- I.e., Warranty
Operator, Assistant Operator2
Interstate Container
10.2002 - 01.2005
- Complete knowledge of machine setup and operations
- Familiarity with all products and practices pertaining to customer preference
- On-site repair, system cleaning
Foreman
Dream Maker Bath & Kitchen
06.1992 - 10.2001
- Coordinated job site activities for maximum productivity
- Bid estimates based on time, labor, and materials
- Revised labor systems to be more cost effective and time efficient without loss in quality
Education
Network Systems Administrator - Networking System Administrator
Lincoln Tech
Lowell, MA10.2006
GED -
Rogers High School
Newport, RI05.2000
Skills
- Data backup and recovery
- Windows operating system
- Mac OS operating system
- Remote desktop support
- Printer and peripheral support
- Active Directory management
- System administration
- Networking
- Hardware diagnostics
- IT security management
- Asset management
- Hardware and software installs and upgrades
- Video conference support
- Desktop and laptop support
- Microsoft Office 365
- System configuration
- Equipment Repair
Timeline
Site Support Manager
FGX International
07.2023 - Current
IT Desktop Support
FGX International
07.2021 - 07.2023
Contractor
Self Employed
10.2019 - 07.2021
Customer Experience Group Specialist
Agoda PVD
11.2017 - 03.2019
IT Support Specialist
Fresenius NA
12.2007 - 06.2015
Level2 Qualifier
Getronics
01.2007 - 03.2007
Test Technician
Hewlett Packard
11.2006 - 12.2006
Operator, Assistant Operator2
Interstate Container
10.2002 - 01.2005
Foreman
Dream Maker Bath & Kitchen
06.1992 - 10.2001
Network Systems Administrator - Networking System Administrator
Lincoln Tech
GED -
Rogers High School
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