Benjamin Nascimento Email & Phone Number

Hanover, Md, Us

Currently helping family members and stepping back to Regional contracting roles to expand my knowledge base and sharpen soft skills.

Morrisville, Nc, Us

Working in Lenovo Premier Technical Support supporting Lenovo Thinkpads, Thinkstations, and Thinksmart Hubs. Working as a Technical Support Agent supporting the late shift. Detailed and Process-Oriented, fulfilled call queue needs during high-volume events. Worked Remotely, worked independently without supervision and met SLA goals.

Greenville, South Carolina, Us

- After working with Prisma Health under a contracting company, I was offered a Full-Time Role directly under Prisma Health. Continued with the same job roles, and transitioned to 2nd Shift. Handled the First Contact for Online Tickets and Bomgar Chat Sessions as well. Worked several times hand in hand with Tier 2 to assist the users with quicker SLA Resolutions. Familiar with reaching out to On-call after business hours and methods to use to satisfy user needs while having no Tier 2 Available after hours.

Glen Allen, Va, Us

- Maintained systems on the Service Center level as a contractor for Prisma Health under Apex Systems. Worked with Epic HIM systems, Cerner HIM systems, Meditech HIM systems, Active Directory, ServiceNow, Windows 10, Office 365, Citrix Workspace, and more. Supported inpatient and outpatient facilities in and out of South Carolina. - Maintained the standard set by myself at Pomeroy and earned a high user satisfaction score along with a comparable FCR to BBraun of, assisted with Team Knowledge expansion and documentation, in a centralized location. Continued the standard of “above and beyond ticketing” a system I use to ensure all relevant information makes it from the user to the ticket to assist Level 2 groups with pertinent information regarding resolution. Learned more practices and troubleshooting methods for systems.

Hebron, Ky, Us

- Worked to maintain multiple networks, websites, and platforms on a global scale for Bbraun Medical Inc.- Systems supported: Windows 7, 10, Server 2012 R2, Lotus Notes/IBM Notes, Service Now, SAP, ISOTrain, Citrix Receiver, Office 365 2013/2015, Microsoft Teams, RSA 8 Security Console, Check Point VPN, Specific Programs to BBraun, Active Directory, and Bomgar for remote support.- Worked from home, familiar with the ins and outs of a VPN and how to work efficiently.- Outpaced my counterparts in ticket creation and resolution on the first call by 17.69% compared to a co-worker hired at the same time for the same role. When escalating issues out of my scope, I attach all relevant call information like PC Names and screenshots of the issues at hand.- Helped the desk obtain an FCR of 86.25% for the month of August- Wrote several Knowledge Base Articles as an L1, maintained Knowledge Base Articles, and received several 5-star user reviews during my service.

Centennial, Co, Us

Install DirecTV, service DirecTV systems, and upgrade DirecTV systems.Obtained a secondary job role for AT&T Digital Life Home Security with a state license for South Carolina. Physical Cabling is a skill obtained while employed at MasTec, RG6, Cat5e, and Cat6eRequired attention to detail to repair systems, thinking on my feet to get the dishes in the right spots to communicate with satellites, be able to climb ladders, crawl under houses, and work in attics.

3-Year Vocational Degree, Information Technology

High School Diploma, Computer Science