Ben Davis

Experience

• 

  Amentum

  Oct 2019 - May 2021

  •Work with Tier 1.0 agents to provide advance troubleshooting steps and solutions.•Support the creation and access of shared mailboxes and distributions groups as well as enable/disable accounts and add/remove security groups within Active Directory.•Answer calls from users and assistance with providing troubleshooting support for computer related issues.•Perform technical task to support user, including using SCCM to push software to user's computers, resolving AirWatch/iPhone issues, resolving PIV card related issues.•Played a key role as an Admin for the M365 migration for USCIS; supported assisting users getting familiarized with the new M365 structure.•Worked with both AZURE Cloud Shell and Microsoft PowerShell to assist users with issues related to M365 shared mailboxes and distribution lists and to help automate basic tasks for Tier 2.0 agents such as; retrieving BitLocker Recovery Keys and pushing Group Policy updates. Show less •Resolved a variety of technical user issues while providing high-quality, first-tier support, including utilizing the ticketing software to create tickets for calls.•Assisted with the unlocking of user's Active Directory accounts.•Managed issue resolution for diverse problems, handling the personal queue in a timely manner and conducting additional research as needed; issues included MS Office 365 Application issues, government system issues, or any general computer issue.•Gained experience in simulating and recreating user problems as needed to identify and deploy solutions; utilized Active Directory, MS Office 365 Applications, Cisco Webex, Cisco Anyconnect Secure Mobility Client.•Escalated issues to higher tier support for further trouble shooting.•Worked with MS Teams to communicate with other Tier 1 and Tier 2 agents to help provide quick resolutions for user's issues. Show less

  • Service Desk Technician II

    May 2020 - May 2021

  • Service Desk Technician I

    Oct 2019 - May 2020
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  Salient CRGT

  May 2021 - Oct 2021

  Service Desk Technician Tier 2

  •Work with Tier 1.0 agents to provide advance troubleshooting steps and solutions.•Support the creation and access of shared mailboxes and distributions groups as well as enable/disable accounts and add/remove security groups within Active Directory.•Answer calls from users and assistance with providing troubleshooting support for computer related issues.•Perform technical task to support user, including using SCCM to push software to user's computers, resolving AirWatch/iPhone issues, resolving PIV card related issues.•Played a key role as an Admin for the M365 migration for USCIS; supported assisting users getting familiarized with the new M365 structure.•Worked with both AZURE Cloud Shell and Microsoft PowerShell to assist users with issues related to M365 shared mailboxes and distribution lists and to help automate basic tasks for Tier 2.0 agents such as; retrieving BitLocker Recovery Keys and pushing Group Policy updates. Show less

• 

  ValidaTek, Inc.

  Oct 2021 - now

  •Leverage charts and diagrams to describe network operation and train managers and colleagues in proper usage.•Create several reports of critical systems for management, enabling key decision making. •Partner with Tier 2.0 support on ongoing issues and assist with troubleshooting. •Generate and send notifications to our Critical Incident team on outages and maintenances that occurs. •Monitor NMS and several other tools to observe and mitigate future outages.

  • System Administrator

    Feb 2024 - now

  • Network Administrator Tier 3

    Aug 2023 - Feb 2024

  • Network Administrator Tier 2

    May 2022 - Aug 2023

  • Network Administrator Tier 1

    Oct 2021 - May 2022