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Benjamin Carnevale

Help Desk Supervisor and Project Manager at Blue Ridge Community College (Virginia)

Contact Information

us****@****om

(386) 825-5501

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Location

Harrisonburg, Virginia, United States, US

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Help Desk Supervisor and Project Manager
- Jul 2017 - Present
Ensures high level of customer service through proactive management of Help Desk employees. Actively works toward implementing and teaching HDI, Educause, and ITIL standards Supports and organizes multi-department projects to ensure efficient cross-campus workflows Monitors and improves inventory management for IT assets Identifies support request trends and coordinates proactive approaches to IT support. This includes recording internal processes and working towards a self-service support model for customers. Works with the ISO to document security incidents and ensure accurate documentation of accounts and access. Continues to optimize a work-from-home model for the Help Desk and advise college administrators on remote work technologies. Provides training to the campus community for available technologies. Creates documentation and training curricula to assist employees working from home. Show less

Senior IT Help Desk Analyst / Executive Technology Coordinator
- Sep 2012 - Jul 2017
Serve as direct IT support for the President’s office and Senior Administration- Analyze and resolve hardware and software issues on JMU equipment, both on-site and/orusing remote assistance technologies for Faculty, Staff, Students, Affiliates and Applicants- Identify and analyze trends and root causes, creating solutions as necessary- Create and update technical documentation and training for JMU community- Hire, train, and supervise student employees- Consulted Desktop Management Team for Mac Management project and Casper integration- Implemented Cherwell ITSM Solution Show less
Customer Support Specialist
- Jul 2008 - Aug 2012
- Provided frontline Tier I computing support for Faculty, Staff, Students, and Affiliates over phone, email, and in person- Oversaw the quality and performance of Help Desk Frontline services: created handouts; created/updated technical documentation; reviewed performance of student employees- Identified call trends that might indicate larger IT issues and escalated as necessary- Tested, documented, and supported deployment of IT projects and migrations

Member Owner
- Jun 2011 - Jun 2017
-Part-Owner of a democratically run Restaurant Co-op -Focus on Financial and HR operations -Train and create training materials for Front of House operations -Social media PR as necessary -Supervise shifts composed of both employees and other owners 2014-2016 Board Secretary Projects -Moved business from an Excel spreadsheet to online scheduling software, Humanity (formerly ShiftPlanning) -Researched and implemented a new iPad register system, Shopkeep -Researched and implemented accepting credit card payments Show less

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