Ben Wicker Email & Phone Number

- Used Lansweeper IT ticketing system to manage and resolve IT tickets. - Assisted in the development of an in-house IT ticketing system using D365 to reduce company costs.- Oversaw all aspects of the Change Management process for the following:- Windchill/Creo Software/License/Server Upgrade (twice)- Solidworks PDM Software/License Server (twice)- Syngery/Doors Software/Licensing/Server- Epicor Software/Licensing/Server Upgrade- Mentor Graphics PADS Software/Licensing/Server Upgrade- Solidworks Electrical and Arbortext Software/Licensing/Server Upgrades- Altium Designer Software/Licensing > Server Migration- MatLab License Server Relocation- Upgraded MPLS WAN environment to a SD WAN environment.- Provided cybersecurity monitoring and resolution.- Assisted in 802.1x network protocol integration.- Audited Windows AD- Managed a major company-wide upgrade for all IT workstations. Project included managing a $200K - budget working with Dell.- Managed Electronic Communications and Acceptable Use Policies.- Managed Terminated User Data.- Provided IT Printer Support for all Virginia and North Carolina office locations.- Managed IT onboarding of new hires as well as term procedures.- Conducted WAP monthly audits for multiple secure facilities- Purchased, renewed, installed and maintained software licenses and packages for all U.S. locations.- Managed company-wide and U.K. Adobe installation and account/licensing administration.- Provided RSA Token Administration. Organized and led a company-wide RSA Token migration.- Assisted in Windows/Linux server upgrades.- Supported a variety of operating systems, including Windows 95, 2000, 7, 8, 8.5, 10, 11 and Ubuntu/Centos.- Managed local admin account administration for all U.S. locations.- Managed and led the Windows 10 system upgrade across all Virginia, North Carolina and Chicago office locations. - Managed/Organized all IT inventory

22001 Loudoun County Parkway Ashburn, Va Usa 20147

- Worked in a high volume systems and operations center- Supported four - Six large customers at a time- Worked on the network side of wireless access points, switches, and uninterruptible power supplies.- As well as contacted Local IT to dispatch Field Techs- Assisted/ran a weekly meeting on all tickets close to their SLA. - RMA’d devices in order to replace and remediate the issue- Experienced in using Cisco Prime- Used RDP in order to log into other computers to help remediate an issue. - Took extensive notes during a critical incident, as well as a timeline of the complete beginning to end.- Had to manage critical incidents by – * Opening up a “bridge” conference call * Notifying all needed participants (Mangers, PMOs, the appropriate engineers, (SMEs)) * Create, Edit, Remediate, and Close tickets in our Verizon “home-brew” ticketing system, ETMS- Knowledge in Remedy, we used Remedy as our second ticketing system. We only had one customer on that ticket system, so we only had about 3 – 5 tickets on there a day.- Great team player as well as leader, I enjoy the challenge of leading a team.- Help trained new team members- Experienced with configuring wireless access points through Cisco prime as well as uninterruptible power supplies.- Knowledge on basic switch/wap/ups commands in putty.- Basic knowledge on how to navigate around in HPNA- Monitored 7 – 9 applications on a typical day- Experience with note keeping on implementations as well as going through a check list to make sure the engineer was following the steps in order.- Experienced in Outlook, we receive a range of 300 – 1000 emails a day. 60% - 70% were for the Tier 1 to answer and work.- Multi-tasking was key on this team as well as being able to prioritize everything.- Worked with project managers outside of our team to help our relationship with the customer.

Two Fountain Square, 11921 Freedom Dr #920, Reston, Va 20190

Delved through resumes to find potential candidates for clients.• Submitted potential candidates to my Sr. Recruiter for a second screening. Once passed, the candidate would be submitted to the client.• Researched and found candidates for Sr. and Jr. Java Developers, Solutions Architects, SQL Developers, Sr. Automation Testers, .Net Developers, Windows Administrators, Front-End Developers, Sr. and Jr. Engineers, SAP/Oracle DBA, SAP Testers, SharePoint Admins, Systems and Business Analyst, Project Managers, Program Managers, Procurement Manager, Network Engineers, Linux Engineers, Product Line Managers, WebMethod Developer, Front-End Java Developer, Java Team Lead, OpenStack Developers, Sr. Oracle DBA Admin, SalesForce Solutions Architect, Sr. Software Engineers, Test Engineers, QA Testers, QA, Automation Engineer and Field Engineers.• Found candidates in Virginia, Maryland, DC, Georgia, and Florida.

3000 K St Nw #350, Washington, Dc 20007

Support Contractor at Rally Health / Audax Health• Effectively solved difficult issues quickly and efficiently.• Developed email templates for wide variety of Tier 1 support cases.• Effectively managed up to 50-100 support cases per day.• Developed detailed repository to track distinct customer support issues.• Used Jira to create detailed Tier 2 support tickets to expedite efficient resolution of technical issues.• Assisted in developing appropriate goals for support team.• Provided technical support for users experiencing website, computer, and Internet problems.• Worked as a Tier 2 support specialist while handling triage cases.• Worked with a small team to handle heavy caseloads.• Walked clients through computer basics in order to access the website.• Interacted with clients over the phone and the computer to solve problems and issues.• Used Salesforce as the primary system for receiving and responding to customer issues.• Attended case reconciliation meetings to address complex customer issues.• Helped train new trainees and created great relationships within the team.

High School, Computer Science

Went to Northern Virginia Community College right after high school. I didn't know what I wanted to do in life so I switched majors a lot..

High School, General

Activities and Societies: Debate team and Chess team.Played flag football outside of school with a local organization.