Benjamin Powell Email & Phone Number

Jacksonville, Fl, Us

• Supervise and train assigned staff, conduct performance appraisals, make employment and discipline recommendations• Assist in defining service level objectives and resources needed• Hold computer analysts accountable for achievement of service level objectives• Create a support environment conducive to meeting and exceeding departmental goals relative to customer satisfaction• Lead teams reengineering and continuous improvement functions to ensure consistent equitable service delivery and• excellent customer satisfaction• Assist in the development, updates and implementation of customer service Operational Plans and Procedures. Reviews,• identifies, and creates new necessary processes to streamline and improve service performance• Monitors, evaluates and analyzes service request statistics and provides weekly, monthly and annual reporting, including, statistical graphs, charts and trend analysis to departmental managers• Assist with the development and implementation of service technologies and productivity tools

Jacksonville, Florida Area

Project manager for windows 7 implementation through out district

Facilitate ensure continual flow of work through minimal service disruptions of information services system.Manage the installation of all hardware software system upgrades on the server. Installing, Configuring and managing Windows base operating systems, TCP/IP protocol, printers and applications Lotus Notes, AS400, IBM, spooler, Citrix and MS suites on new or existing workstation for clients. Review any/all third party software programs requested for work stations, identify proper licensure, and provide installation support.Select, install, and maintain appropriate network protocols. Configure workstations, printers, and other peripherals to operate on the network. Set up and install modems and necessary communication software.Establish and maintain procedures for server downtime and disaster planning. Provide basic diagnostic evaluations of workstations on a regular basis, including hard disk space, virus scans, memory checks, etc.Monitor environmental conditions within server room and other pertinent work areas to avoid equipment failure. Monitor all cable connections, drops and panels in the system. Establish policies and procedures for security of remote access to the network and the data contained on it. Ensure compliance with established policies and procedures. Establish policies for workstation use, log ins, restrictions, etc. and identify noncompliance; resolve non-compliance issues in a effective manner.

• Provides first response for support for all elements of administrative and instructional technology needs throughout the district. • Maintains communication with STO’s regarding project initiatives directly involving systems performance, standard operating procedures, strategic planning of technical deployments and systems availability.• Maintains effective communication as a liaison between School Personnel and Technical department to improve services, provide guidance and direction while resolving operational or procedure conflicts . • Coordinates and schedules district helpdesk services for division staff.• Responsible for the recruitment, professional development, and retention of sufficient numbers of technically proficient staff to ensure a effective technology helpdesk• Assist in defining help desk service level objectives and resources needed. Holds all Helpdesk Analyst accountable for achieving service level objectives.• Creates a support environment conducive to meeting and exceeding departmental goals relative to customer satisfaction scores, phone service standards and service request input. Leads team reengineering and continuous improvement functions to ensure consistent, equitable service delivery and excellent customer satisfaction.• Assist in the development, updates and implementation of customer service Operational Plans and Procedures. Reviews, identifies and creates new necessary processes to streamline and improve Help Desk performance.• Monitors, evaluates, and analyzes call performance and service request statistics and provides weekly, monthly and annual Help Desk reporting, including: statistical graphs, charts and trend analysis to departmental managers.• Assist with the development and implementation of help desk technologies and productivity tools. Participates in and contributes to help desk software configuration and implementation process

Installs and configures microcomputer workstations in a LAN/WAN network environmentResponds to escalated trouble-ticket calls on the computer helpdesk, resolves routine problems, and refers the more complicated problems to a higher-level specialistTrains and consults on systems usage including word processing, spreadsheet, e-mail, file transfer, file extract, database, etc. to district employeesPerformed minor configurations of routers

Ba, Sociology

Education record

Education record