1. Keisha Bennett
48 South Pulaski Street Baltimore MD 21223
410-972-6963
mzkeishabennett@gmail.com
www.linkedin.com/in/KeishaBennett
Professional Objective:
Highly motivated tech-support professional skilled in troubleshooting with over 10 years of experience, analyzing
and resolving complex technical problems, utilizing advanced resolution procedures providing both onsite and call
center technical support services
Key Skills:
 Ability to multi-task and prioritize effectively.
 Poised and patient when dealing with clients.
 Both independent and team worker, as required.
 Outstanding analytical, problem-solving, and troubleshooting ability.
 Superior communication (oral and written), customer service and interpersonal skills.
Technical Skills:
Operating Systems: MSDOS, Unix, Linux, Microsoft Windows versions including Windows 95, 98, NT, XP, 2000, 7, and 8.1,
Windows 10, MacOS, iOS, AS400, Main Frame systems.
Software and Applications: Microsoft Office suites 2007,2010,2013, 2016 (Word, Excel, PowerPoint, Access, Outlook,
OWA, Exchange, Office 365, One Drive, Lync, One Note, Office 365Skye for Business), Lotus Notes, Remedy, HEAT, CS
Service Desk Manager, Oracle, FACETS, Safari, MozillaFireFox, Google Chrome, Internet Explorer, Grand Slam, Vision,
Oracle, Java, Adobe Flash Player, Adobe Reader, Adobe Shockwave, iTunes, Cisco Agent, Solar Winds, Bonjour, VLC Media
Player, Adobe Reader, Oracle, Java, Exchange 2007, CA Service Desk, PeopleSoft, SharePoint, LAPS UI Micro Soft Admin
Password Solutions
Additional Tools:Norton Firewall and Ghost, SystemCenter Endpoint Encryption , McAfee, Norton Virus Protection Utilities,
Symantec Enterprise Vault, Symantec Endpoint Protection, DameWare MRC, Remote Desktop Connection, Go- To Assist,
InContact , Service Now
Additional Support: Configuration Manager, MMC, SCCM, DHCP, WINS, DNS, Active Directory, TCP/IP, SSL VPN Junos
VPN,SSL VPN, Pulse Secure, Remote Desktop, LAN, WAN, LAN Manager, Mobile device support including but not limited to
the following Samsung, Sony, HTC, Motorola, and Apple. Installation support and troubleshooting of applications for Smart
Phones, Tablets , iPads, iPods, Blackberry, and Mobile Hot Spots.
Professional Experience:
Allegis Group for Tek Systems
Help Desk Analyst II 12/01/15-present
 Level 2 technical support answering incoming technical support phone calls and emails and document
reports request and incidents into a ticket tracking application.
 All IT hardware including desktops,laptops,networking and telephony equipment
 Desktop software applications, Business / Enterprise software applications
 Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported
issues,and begins incident or service request management process
 Proactively checks the Service Desk queue for open tickets and resolve as required
 Provide desk side services as required including: installs, systemconfiguration, hardware break/fix and
advanced technical support
 Create and maintain Service Desk documentation and intranet sites Document solutions into knowledge
Base articles to improve future service delivery

2. MBC group for XEROX/ Maryland CCS
Sr. Support Analyst 08/03/2015-11/7/2015
 Troubleshoot, research, diagnose, documented and resolved technical issues in Windows7, MS Office, MS
Outlook and LAN/WAN connectivity issues.
 Resolve incidents and problems associated with end user computer equipment and software
 Provide break/fix support advice and assistance to users for laptop desktop and mobile devices
 Installed, configure and maintain software applications, operating systems running Windows 7 or newer
 Responds to situations where standard procedures have failed in isolating or fixing problem equipment or
software installations, moves, and configuration changes.
 Coordinate efforts with third party service and maintenance as necessary to keep equipment software and
mobile devices in good working order following the authorized warranty and repair process
Sigmund & Summerfield for Baltimore City Public Schools
BCPS ITD Help Desk Analyst I 08/2014-08/2015
 OnSite support for Smart Phones,IPads, tables and laptops and
 Receives, checks in, maintains and inventories equipment
 Remote and onsite of technical problems to determine solutions.
 Provide accurate, timely, and creative solutions to end-usercomputer and networking problems of
moderate nature to ensure end-user productivity.
 Identify and resolve issues relating to Business / Enterprise software applications, hardware issues,and
configuration changes
Comcast
ACS Help Desk Analyst II 04/2010-06/2014
 Provided end user training for internet setup, usage, and basic computer functions
 Proactively configured customer LAN and Wireless settings
 Diagnosed and repaired internet, cable, phone, smart phone, tablet and Xbox issues with service including
LAN networks, wireless and email failures
 Documented help desk tickets/resolutions, and provided overall assistance in daily administration
 General useraccount administration and support with billing and service issues as required by management
Client Network Services Inc. for US Dept. Of Commerce
Help Desk Analyst II 08/2009-10/2010
 Connects/disconnects PCs and printers to the network.
 Assigns workstation and Host names for PCs being added to the Active Directory
 Network Administration for the newly installed machines for the users on Windows XP.
 Provides direct support for workstation requests and issues and responds to workstation related trouble
calls.
 Performed diagnostics and troubleshooting ofsystemissues and documented Remedy help desk
 Resolve issues relating to network connectivity, hardware, software, applications data, and user
permissions
Ricoh Business Solutions
Technology Applications Specialist II 11/2006-05/2009
 Trained Ricoh customers on productivity software and Ricoh proprietary software and applications
 Installation and configuration of laptop and desktop computer systems on Windows XP / NT statewide
 Provided end user software training on an individual and group basis on site at customer locations
 Networked Ricoh multi-functional machines based on customer site survey and protocol requirements
 Assigned customers valid ID, user codes, and permissions for machine authentication as necessary
 Provided end user training in printers, scanners, MS Office usage, email, and basic computer operations

3.  Installed and maintained and upgraded Ricoh multi-functional printers/scanners/fax machine and desktop
and laptop computers
CareFirst Blue Cross Blue Shield
Subject Matter Expert III 02/1998-11/2006
 Processed and coded medical and dental claims with adjudication as necessary
 Gained extensive knowledge of ICD 9 medical procedure, diagnosis codes, and hospital revenue coding
 Provided Pre -Approval of medical procedures and hospital stay that meet covered insurance criteria
 Extensive knowledge of claims, inquiry, and enrollment processing on platforms for FACETS, FLEXX,
NASCO, TRMS
 Extensive knowledge of ICD9 coding, CPT coding, medical terminology and the CareFirst stan dard
operating procedure
Education:
2001-2003 TESST College Of Technology, Baltimore, MD
ComputerNetworkingandInformationTechnology Associate’s Degree
1995-1999 Patterson High School, Baltimore, MD
High School Diploma
REFERENCES FURNISHED UPON REQUEST