Andrew Benjamin Email & Phone Number

College Station, Texas, United States

San Jose, California

Project Planning • Define the project scope in collaboration with Sales and Engineering teams • Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project • Determine the resources (time, money, equipment, etc.) required to complete the project • Develop a schedule for project completion that effectively allocates resources • Review the project plan and schedule with stakeholders; revise the plan or schedule as required • Determine the objectives and metrics upon which the project will be evaluated at its completion • Assign resources to the project • Consulting with the appropriate manager, recruit, interview and select staff and/or volunteers with appropriate skills for the project activities • Manage project staff according to the established policies and practices of the organization Project Implementation • Execute the project according to the project plan • Develop forms and records to document project activities • Set up files to ensure that all project information is appropriately documented• Monitor the progress of the project and adjust as necessary to ensure the successful completion of the project • Establish a communication schedule to update stakeholders on the progress of the project • Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards Project Control and Evaluation • Write reports on the project for management • Review and submit all budgeted project expenditures to PMO for approval • Monitor cash flow projections and report actual cash flow and variance to senior management on a regular basis • Ensure that the project deliverables are on time, within budget and at the required level of quality • Evaluate the outcomes of the project as established during the planning phase

San Jose, California

• Responsible for managing antivirus, patching, and backup jobs, ensuring jobs run as scheduled for approximately 5,000 servers and workstations.• Responsible for daily platform health by reviewing alerts & actively monitoring dashboards.• Determine severity of problems; troubleshoot, resolve or refer to appropriate technical staff as appropriate to determine root cause.• Responsible for incident/problem management and change management using Connectwise Manage and home-grown incident management applications.• Automate various resolution tasks based on monitoring triggers and custom built services.• Develop and configure meaningful, actionable dashboards using tools such as PowerBI, ConnectSmart, N-Central. • Participate in the onboarding process of new clients.• Participate in identifying and implementing new Operational tools/processes for improved efficiency• Develop and provide utilization/status reports to management and act upon areas needing attention.• Support internal resources by providing guidance and answering questions; updating run books and SOPs as needed.• Provide training to the Service Desk and technical users of new applications and processes.

San Jose, Ca

• Handled 50+ daily inbound calls while providing great customer service and technical support.• Made outbound service calls to resolve clients' problems and inquires, including but not limited to tech support and account information.• Handled on average 100+ weekly service tickets submitted by clients via our ticketing system (Connectwise).• Experience maintaining and support Office 365 tenants, including but not limited to Exchange Admin Center, Security & Compliance Center, and Intune.• Troubleshot and resolved general Windows, MS Office, and desktop networking issues.• Monitored for and provided initial triage support for any major network outages including but not limited to identifying scope of issue, creating and sending outage notifications, and collaborating with escalations to resolve when necessary.• Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.• Developed and supported a new desktop imaging platform utilizing Windows System Image Manager and Clonezilla to allow 24 machines to be imaged simultaneously.• Created and maintained over 75 images for over 30 managed clients with multiple desired configurations.• Managed a national desktop refresh using this system to assist a client with deploying over 2,500 machines.• Installed, repaired and setup desktops and laptops for new users on a daily basis.