Benjamin Moreno Email & Phone Number

Charlotte, North Carolina, United States

• Manage, prioritize, and resolve technical support issues from a range of channels, answering customer questions and working with colleagues to implement solutions wherever needed.
• Identify interim solutions to minimize disruption where a quick fix is not possible.
• Responding to tickets and requests within a timely manner and in accordancewith customer SLAs.
• Manage the tickets through our ticking system, ensuring transparency to empower clients with their tickets progress.
• Collaboration with our infrastructure and engineering teams.
• Working on assigned tasks to include updating PCs, servers, switches and assisting with all aspects of engineering as needed.

Charlotte, North Carolina Area

• Daily use of tools like TeamViewer, Outlook, Remote Desktop Connection, and SharePoint. Detail log of all task performed daily.
• Provide assistance trouble shooting onsite and over the phone, with hardware, software and network issues. From PC’s, Printers, Servers, Phones, Phone systems, Firewalls, Switches.
• User setup in active directory, Office 365 and Exchange.
• Setup workstations on site, joining the domain, setting up cloud base storage (Dropbox, OneDrive), installing all necessary programs (Anti-Virus, Office, QuickBooks, Ultra tax, and various others).
• Install, configure and upgrade PC software and operating systems as well as hard ware components (Hard drive, memory, power supply)

Charlotte, North Carolina Area

• Support successful logistics operations through movement, loading, and unloading of product and materials using a wide variety of material handling equipment such as Forklifts, Hi-jaw, and Pallet Jacks.
• Work accurately to control warehouse inventory to keep shrink at acceptable level while maintaining my work area of debris to ensure safe working area.
• Hold myself and others accountable to our safety policies and procedures and strives for 100% compliance concerning safety.
• Take a leadership role when required through good decisions making, problem solving, analytical thinking, and clear and effective communication.

Charlotte, North Carolina Area

• Maintained clear documentation of issues reported by clients through phone calls, emails or chat. Gathered as much useful information as possible such as detail explanation of the problem, and using visual aids like.
• Properly assigned the issue to the correct internal team for further assistance. Followed up with internal teams and clients, to assure the issues were resolved in a timely manner.
• Utilized proper resources including but not limited to, the Help Desk Survival Guide, and Footprints Knowledge Base articles, to accurately troubleshoot and diagnose issues.
• Interacted professionally and cordially with all personnel, students, and guests, providing assistance as needed on the use of college technology.

Associate Of Science (A.S.), Science

Associates, Information Technologies - Networking Technologies