Nelson Bennett Email & Phone Number

Washington D.C.

• Technical Support and Assessment: Provided Tier II End User Support utilizing ITSM Ticketing tools and applications (Freshdesk) to field incoming help requests. Communicated effectively with end users, application.
• Issue Resolution Process: Prioritized and scheduled problems specific to software, hardware, telecommunications system and A/V equipment. Escalated problems (when required) to the appropriate systems administrator.
• Data Management: Utilized service management tools to assist with data management and populating databases. Compiled and maintains all site IT inventory and equipment allocations. Created extensive documentation.
• Maintenance: Managed and executed the maintenance and support of all desktops, laptops, servers, printers, network and mobile/audio visual communications equipment. Assisted in the setup and maintenance of our.
• Help Documentation: Developed help documents and frequently asked questions lists for end users to help in troubleshooting and hardware/software utilization.
• Project Management and Participation: Lead, managed or participated in cross functional project teams.

• Provided telephone, email and remote customer support on a government contract for roughly 10,000 USPTO Federal employee end users
• Performed troubleshooting for over 200 customized applications to resolve incidents within Service Level Agreements (SLA's) and agreed upon metrics with attention to detail and accuracy, while working in a team.
• Accurately applied diagnostic techniques to identify problems, investigated root cause analyses, and recommended solutions using Remedy IT Service Management Suite in accordance with the program policies, procedures.
• Maintained current knowledge of the Windows desktop environment, networking, access technologies, and applications supporting USPTO users internal and external

Washington D.C. Metro Area

• Provided Tier 1 Help Desk telephone, email and remote customer support on a government contract for 800+ U.S. Library of Congress Federal employee end users performing problem analysis and troubleshooting to resolve.
• Installed, configured, investigated, tested, and repaired a variety of technology equipment in a multi-vendor environment including but not limited to computer workstations, printers, peripherals, and teleconferencing.
• Performed preventive maintenance on computers and assists in disaster recovery and system re-imaging
• Team point person for all Outlook inquiries and troubleshooting issues during Microsoft Office 2010 conversion
• Conducted laptop security scanning and assisting end users with compliance checks
• Repair, install, upgrade, and maintain desktop and notebook computer hardware and software as well as printers and scanners

Washington D.C. Metro Area

• Migrated 1100 workstations from Windows XP to Windows 7 involving customized applications and settings, user data, profiles, preferences, and peripherals using custom migration tools
• Preformed migration of customized applications and settings, user data, profiles, preferences, and peripherals using a custom User State Migration Tool (USMT)
• Prepared images for the migration project using Norton Ghost and PXE Boot tools
• Provided desk side training to staff on use of Windows 7 with an emphasis on its differences from XP and newly installed application functionality

Washington D.C. Metro Area

• Repair, install, upgrade, and maintain desktop and notebook computer hardware and software as well as printers and scanners
• Provided excellent customer service by efficiently troubleshooting computer problems in a professional and courteous manner
• Solid understanding of Windows 7, Windows Vista, Windows XP, Windows 2000

Adelphi, MD

• Three years experience of performing audits of student records that aided in constructing course plans for graduation which helped increase retention rates of students enrolled
• Collaborated with advisors in securing enrollment and retention by meeting with transfer prospects, applicants and current students to provide consultation regarding their transfer transcripts and course plans
• Assisted in the coordination of special project presentations for the UMUC President and senior staff
• Compiled, created, and maintained reports, databases, and statistics
• Developed a library of materials & training manuals through in-depth research
• Communicated academic record information to advisors, students, and departments within the university

Bachelors Of Science

Education record