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Ben Dawson

Ben Dawson

Consultant

Followers of Ben Dawson264 followers
location of Ben DawsonProvidence County, Rhode Island, United States

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  • Timeline

  • About me

    Advisor, IT Customer Service Support

  • Education

    • Harvard University

      2008 - 2011
      Master of Liberal Arts Information Management Systems 3.9

      Master of Liberal Arts in Information Technology Concentration: Information Management Systems Dean's List Academic Achievement AwardCitation in Web Technologies

    • Trinity College-Hartford

      1991 - 1995
      BA Mathematics, Computer Science 3.1

      Activities and Societies: Pi Kappa Alpha Double-Major in Computer Science and Mathematics Minor in “Models and Data” Awarded The Travelers Companies Foundation Senior Research Prize

  • Experience

    • NTT DATA, Inc.

      Jun 1995 - Jan 1997
      Consultant

    • Fidelity Investments

      Jan 1997 - Jan 2015
      Sr. System Support Analyst

      Fidelity Financial Advisor Solutions 2010-PresentSenior Systems Services Support Analyst • Supported Application Lifecycle and Production Management Tools • Created and Maintained a library of reports • Test Lead for Customizations and Home Grown Tools • Troubleshooting and Administration for our Users • Participated in the Production ManagerFidelity Institutional 2010Senior QA Engineer • Supported Production Management organization • Created and Maintained reporting for ITIL Process • Evolved processes for Incident resolution and Change approvalsFidelity Investments Institutional ServicesPrincipal/Senior QA Engineer 2001 - 2010 • Supported Quality Center, ClearQuest and Lotus Notes • Worked with Systems partners to coordinate customizations • Created and Maintained software development reporting • Performed migrations and worked with teams to align their process with the tools • AutomationFidelity Investments Institutional ServicesPrincipal/Senior QA Engineer 1997 - 2001 • Responsible for testing middleware transmission server • Developed perl based automation suite • Worked with systems partners up and downstream to coordinate round trip testing • Travelled to provide on site support with customer facing application Show less

    • ExterNetworks

      Mar 2015 - Aug 2015
      Independent Contractor (for CVS)

      * Administered HP Service Manager * Built out Self Service functionality to provide end user access for over 150 applications* Streamlined ticket escalation process to bypass Tier 1 support groups when possible* Analyzed and edited self service support forms with existing knowledge base information* Designed analysis to examine HP SM efficiency* Configured scripts to better align user facing wizards with process

  • Licenses & Certifications

    • ITIL® Foundation Certificate in IT Service Management

      PEOPLECERT
      Aug 2015

  • Honors & Awards

    • Awarded to Ben Dawson
      Dean's List Academic Achievement Award Harvard Division of Continuing Information May 2011 Maintained a 3.9 GPA through out my graduate degree.
    • Awarded to Ben Dawson
      Citation in Web Technologies Harvard Division of Continuing Information Dec 2010 Performed additional degree course work focused in the field of Web Technologies.
    • Awarded to Ben Dawson
      The Travelers Companies Foundation Senior Research Prize Traveler's Company May 1995 Developed educational application for visually teaching calculus.