Martin Benjamin Email & Phone Number

Arlington, Virginia, United States

Quantico, Virginia, United States

Utilize problem-solving skills to assist customers with technical issues.• Handle calls respectfully and in a timely manner, ensuring customer satisfaction.• Assist customers with issues regarding CAC certificates.• Manage, create, escalate, and close tickets using Remedy.• Install and maintain personal computers and mainframe terminals using Active Directory.• Accept work orders through Remedy, maintaining daily logs of operations, including baseline, in Microsoft SharePoint.• Experience in PC (desktop & laptop) upgrades, configuration, maintenance, troubleshooting, and repairs.• Use remote access tools to assist end-users over the telephone, resolving issues using the Remedy ticketing system.• Proficient with Microsoft Office 365 (Outlook, Word, Excel, Access, PowerPoint, etc.).• Conduct weekly and monthly statistical analysis/metrics of helpdesk activity through Microsoft SharePoint.• Document technical issues reported by customers using Remedy.• Maintain a professional appearance and uphold excellent customer service standards.• Collaborate with end-users to set up passwords and activate user accounts in Active Directory.

• Provide technical support to field engineers, technicians, and military personnel.• Track user issues in Remedy and take daily calls from users regarding technical issues that arise with their workstations, printers, digital scanners, and VOIP phones.• Develops solutions to a variety of problems of moderate scope and complexity.• Contributes to the completion of organizational projects and goals. Works as a service team to complete daily and monthly goals to achieve customer satisfaction.• Analyze and report outages and corrective actions to Theater Network Operations Center.• Responsibility to maintain the continual operation of Exchange servers that run, also mission critical software applications and databases.

Saudi Arabia, Kuwait

• Developed solutions to a variety of problems of moderate scope and complexity. Contributed to the completion of organizational projects and goals. Worked as a service team to complete daily and monthly goals to achieve customer satisfaction.• Designed and implemented new network solutions and/or improving the efficiency of current networks.• Installed, configured and supported network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP.• Procured network equipment and managed subcontractors involved with network installation.• Analyzed and reported outages and corrective actions to Theater Network Operations Center.• Responsibility to maintain the continual operation of Microsoft Exchange servers that run mission critical software applications and databases.• Used problem solving skills to assist customers with their technical issues.• Successfully handled calls in a respectful and timely manner with customers.• Assisted customers with issues regarding CAC certificates.• Single handedly managed all network and server solutions for service members in Saudi Arabia.• Configured firewalls, routed and switched to maximize network efficiency and security.