Christopher Benefield

Christopher Benefield -| - | Haughton, LA | https://www.linkedin.com/in/chrisbenefield SUMMARY Highly skilled Systems Technician II with 6 years of experience in technical troubleshooting, customer support, and network monitoring. Proficient in using Remedy ticketing system, Active Directory, and Service Now. Seeking to leverage extensive background in IT support and problem-solving skills into a Systems Technician III role. WORK EXPERIENCE General Dynamics Informational Technology (U.S. Securities and Exchange Bossier City, LA Commission) SEC Infrastructure Support Services (ISS) Program System Technician II Apr 2023 - Dec 2023 • Leveraged Remedy ticketing system to meticulously document troubleshooting procedures and ticket resolution. • Utilized Active Directory to manage system objects, including adding and removing computers, ensuring efficient system organization. • Delivered robust Tier 2 and Tier 3 client and network support, escalating issues as needed, while also managing secondary projects and providing customer support. DropOff Inc. Bossier City, LA Medical Courier | Driver Oct 2022 - Jan 2023 • Successfully maintained punctual operations across all Helix Market activities, ensuring a 100% on-time performance record. • Fostered client relationships through innovative communication strategies and continual process improvement initiatives. General Dynamics Information Technology (HQ TSS OH Platforms CO) Bossier City, LA System Technician II | NOC Operator Aug 2021 - Jan 2023 • Streamlined project management processes by creating a Service Level Agreement (SLA) email template for prioritizing Service Now (SNOW) tickets. • Enhanced incident response efficiency by conducting initial investigations and triages, ensuring relevant and urgent potential incidents were addressed promptly. • Delivered Tier 2 and Tier 3 network and server support, effectively troubleshooting hardware and software issues, monitoring hardware components for failures, and performing necessary replacements and repairs. • Improved communication during incident management by accurately recording and disseminating priority 1 and 2 information through the Major Incident Report (MIR), thereby ensuring all necessary resources were promptly informed and engaged. Chris Benefield Enterprises, LLC. Bossier City, LA Owner | CEO Nov 2022 - Nov 2022 • Successfully managed and facilitated all aspects of business operations, showcasing business acumen and leadership skills. • Demonstrated entrepreneurial spirit by implementing innovative strategies that enhanced business growth and profitability. General Dynamics Informational Technology (Civil & Homeland Security Bossier City, LA Group) Service Desk Computer Operator II Mar 2018 - Aug 2021 • Handled incoming calls, providing precise and relevant information to callers, thereby enhancing customer service quality. • Conducted problem-solving for clients, offering comprehensive information and alternative solutions after meticulous research. • Executed outbound customer service and satisfaction calls when required, contributing to customer relationship management. • Guided and trained new hires, contributing to the team's overall skill enhancement and productivity. Yokem Toyota Shreveport, LA Customer Care Representative | Internet Department Nov 2017 - Feb 2018 • Provided comprehensive technical support to a diverse customer base, efficiently resolving inquiries via phone, email, and web platforms, ensuring all issues were effectively addressed and closed. • Maintained detailed records of all customer interactions in the tracking system, enabling efficient follow-up and issue resolution while identifying defect patterns for engineering team intervention. • Enhanced customer satisfaction and communication by promptly resolving issues raised through social media channels and contributed to the development of the knowledge database and FAQs to facilitate self-help. Best Buy Co Bossier City, LA Merchandising Specialist Jul 2015 - Apr 2016 • Streamlined product visibility and customer engagement through the creation of aesthetically pleasing and functional displays, adhering strictly to assigned plan-o-grams for accuracy and efficiency. • Collaborated with management and colleagues in effectively redesigning store layout while maintaining professional relationships with key personnel, fostering an environment of teamwork and mutual respect. EDUCATION Purdue Global University Associates of Applied Science in Informational Technology Bossier High School | Bossier City, LA High School Equivalency Diploma CERTIFICATIONS Dean's List- Purdue University Global September 2022 Term IT Fundamentals Micro-credential Louisiana State License (Life and Health Insurance Pre-Licensing Course) Public Speaking Foundations (LinkedIn Learning) Active DoD Secret Level Clearance (United States Department of Defense) Public Trust Clearance (U.S. Department of Veterans Affairs) Common Access Card (CAC) (United States Department of Defense) Common Access Card (CAC) U.S. Securities and Exchange Commission) SEC Infrastructure Support Personal Identification Verification (PIV) Card- Veterans Affairs Card Issued (U.S. Department of Veterans Affairs) Bloodborne Pathogen Exposure Control (Integrity Medical Courier Training) HIPAA Awareness for Couriers (Integrity Medical Courier Training) Amazon Web Services (AWS) AWS Basics of Amazon CloudWatch (AWS Partner-led Support) Amazon Web Services (AWS) AWS Partner Sales Accreditation (Business) Microsoft Certified Professional (70-410) CompTIA Security+ _CE, CompTIA A+_CE, CompTIA Network (in progress) ITIL v4 ((in progress) IAT Level II (In progress) West Lafayette, IN (Online) May 2024 Penn Foster Education | Scranton, PA TestOut Office Pro Certification TestOut Security Pro Certification TestOut Network Pro Certification (TestOut) IT133 Microsoft Office Applications On Demand SKILLS Cloud Computing • Developed an SLA Email Template for Project Management for SNOW (Service Now) Priority Tickets • Health and Safety Management • Developing Client Relationships • Process Improvement • SNOW (Service Now) • IT Service Management • Microsoft Office 365 Products • Zoom • Technical Support • Intermediate Level of Technical Experience With Software • Informational Technology • Public Speaking • Strategic Leadership • Team Building • Easily Adaptable • Personal Development • Storage • New Business Development • Teamwork • Proficient With Microsoft Windows O/S and MS Product Suite • Experience Providing Support via Remote Tools • Supply Chain Management • Supply Chain Operations • Demonstrated Root-Cause Analysis Skills • Experience in Analyzing and Troubleshooting Military Software Systems • ServiceNow Ticketing System • AWS (Amazon Web Services) Cloud Hosting; Specifically, GovCloud • AWS CloudWatch Monitoring System • Service Desk • ScienceLogic Monitoring System • MS (Microsoft) Office Software • Verizon Desktop Softphone • Marketing • Advertising • Splunk Enterprise Security • Server Monitoring • Networking • System Software • SAP Environment • Health and Safety Management (EHS)