Jennifer Bennett
Service Desk Analyst Team Lead at Complex Care Solutions- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
-
Spanish Elementary proficiency
Topline Score
Bio
Credentials
-
CompTIA A+
CompTIADec, 2005- Nov, 2024
Experience
-
ComplexCare Solutions
-
United States
-
Hospitals and Health Care
-
100 - 200 Employee
-
Service Desk Analyst Team Lead
-
Jun 2016 - Present
Duties included weekly KPI reporting, cloud VOIP management, team coaching and mentoring, ticket system administration (ManageEngine ServiceDesk), first point of contact for escalations, Active Directory management (user creation and disable, password reset, distribution list management), asset management, procurement via Oracle, system image creations, basic scripting via batch files and PowerShell, Tier II support, and working with vendors to secure needed supplies. Coordinated and directed a small Medical IT team consisting of 8 employees for a home healthcare organization. Partnered closely with other groups within the organization ranging from Systems Administration and Salesforce to HR and Onboarding to streamline various technical efforts. Helped implement new policies and procedures to streamline business productivity. Terminations requests were streamlined so that time spent processing terminations was reduced by 66%, and newhire requests were likewise streamlined so that fewer tickets were required to complete a single project. RMA processes were also reworked, which allowed for better asset management. Revamped an internal knowledgebase within the ManageEngine ticketing system, and made the ticketing platform available to all users so that requests could be submitted online, and so that users could access commonly requested solutions, thus reducing potential ticket requests and workloads. Physically reorganized the Service Desk office, reducing clutter and increasing efficiency. Delegated tickets and tasks, approved special requests from end users, performed tier II troubleshooting, and handled escalations as required. Ensured that projects were completed on time and within or under budget.
-
-
-
Ingram Content Group
-
United States
-
Book and Periodical Publishing
-
700 & Above Employee
-
Technical Support Coordinator
-
Apr 2015 - Present
Re-vamped and managed an office for computer, printer, and networking troubleshooting in an industrial environment. I was responsible for maintaining and ordering supplies such as spare computers, printers, and associated inventory. I created Standard Operating Procedures (SOP) documentation, as well as an inventory of all computer and industrial printer systems within the warehouse. These were documents that had not yet been created for this office until my arrival. Answered end user questions and issues regarding networking, workstation creation and setups, created flyers to help users use their equipment and time more efficiently. Troubleshot network issues on the floor, and repaired industrial label and paper printers.
-
-
-
Dell Technologies
-
United States
-
IT Services and IT Consulting
-
700 & Above Employee
-
Technical Support (Gold/ProSupport)
-
Mar 2004 - Apr 2015
Worked technical troubleshooting within a fortune 500 company, including software and hardware issues. Duties included documentation, escalation (if appropriate), resolution and closure of trouble tickets. On average I serviced approximately 11-17 machines each day, leading to well over 35,000 systems that I have fixed over the space of nearly a decade.Selected Contributions:Daily responsibilities included troubleshooting computer systems for government, corporate, small business, and consumer computer systems as efficiently and accurately as possible. I received numerous customer complements and commendations.Consistently met metrics set by company policy. I was promoted from ACS standard technical support to Gold technical support Dec 2005.I was voted Team Player by my peers for 4 quarters in a row for my willingness to help other team members.Influenced team policies by giving feedback.Contributed to Dell knowledge base articles. My favorite contribution would be a unique 4th solution for the Internet Explorer 10 tile missing from Windows 8 Style UI Start Screen. (http://www.dell.com/support/troubleshooting/us/en/04/KCS/KcsArticles/ArticleView?c=us&l=en&s=bsd&docid=603816)Created e-mail policies and procedures to assist team members on their days off who were unable to respond to customer's pressing needs and concerns.Created custom templates to reduce customer callbacks.I participated in providing sales solutions, and determined the needs of my clients, mostly small and medium business clients, and provided warranty upgrades and extensions, as well as various hardware upgrades. While this was not the primary role of my job, I would create a number of quotes and sales per quarter, and on occasion received recognition for outstanding sales performances.
-
-
Technical Support
-
Jun 2004 - Mar 2005
Temp to Hire with Spherion. Daily responsibilities included troubleshooting computer systems for government, corporate, small business, and consumer computer systems as efficiently and accurately as possible. Transferred to "Repeat Queue," a group created to resolve ongoing issues.I received numerous customer complements and commendations.Consistently met metrics set by company policy. Hired by Dell directly at the end of temp period.
-
-
-
DuVall and Associates
-
Franklin, TN
-
IT Coordinator / Archaeology Field Director Assistant / Laboratory Director
-
Jan 2003 - Apr 2003
Duties as IT coordinator consisted of maintaining and fixing computers for a small company. I also advised project leaders on the proper use of digital equipment. I participated in and led data collection projects, data analysis, and report compilation. I created computer graphics for written reports, and performed analysis of historic and prehistoric artifacts, and was a field technician for Phase I-III data collection and data recovery projects throughout Tennessee. Duties as IT coordinator consisted of maintaining and fixing computers for a small company. I also advised project leaders on the proper use of digital equipment. I participated in and led data collection projects, data analysis, and report compilation. I created computer graphics for written reports, and performed analysis of historic and prehistoric artifacts, and was a field technician for Phase I-III data collection and data recovery projects throughout Tennessee.
-
-
-
Wake Forest University Archaeology Labs
-
Greensboro/Winston-Salem, North Carolina Area
-
Field Technician / Laboratory Assistant
-
Feb 2000 - Jul 2002
I assisted in computer graphics for written reports, and performed analysis of historic and prehistoric artifacts, and was a field technician for Phase I-III data collection and data recovery projects. I assisted in computer graphics for written reports, and performed analysis of historic and prehistoric artifacts, and was a field technician for Phase I-III data collection and data recovery projects.
-
-
Education
-
1998 - 1999
Durham University
Master's degree, Medieval archaeology -
1994 - 1998
College of Charleston
Bachelor of Applied Science (BASc), Anthropology -
1993 - 1994
Forsyth Technical Community College
Information Systems Certificate, Computer and Information Sciences and Support Services
Community
