LinkedInBen Maere

Ben Maere

IT Customer Service Representative at Iowa Health System

Location
Cedar Rapids, Iowa
Industry
Information Technology and Services
Current
  1. Iowa Health System
Previous
  1. Iowa Health System,
  2. Stefanini US
Education
  1. Black Hawk College
Websites
18connections

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18connections
Iowa Health System

Iowa Health System

IT - Customer Service Representative

– Present

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Background

Summary

Specialties: COBOL, .NET, PHP, HTML, Java, CA Service Desk, BMC Service Desk Express, Desktop Hardware, CentOS, Windows 7, Windows XP, Linux

Experience

IT - Customer Service Representative

Iowa Health System
– Present (3 years 3 months)Cedar Rapids, IA

Worked as the first point of contact for all IT needs within our health system. Responsible for troubleshooting all systems to the best of my ability including researching our SharePoint, ticketing system history, as well as consulting other team members to determine a solution. If a solution could not be found, I am responsible for forwarding tickets to the appropriate second level support team.

Intern - Client Device Support

Iowa Health System
(8 months)Muscatine, IA

As a Client Device Support technician, I was responsible for maintaining and troubleshooting various hardware and software issues in person. This position requires a strong level of customer service skills, as well as a strong level of technical expertise, in order to resolve troubleshooting issues that the first level of support was unable to resolve over the phone.

Sr. Helpdesk Technician

Stefanini US
(3 years 3 months)

I was responsible for maintaining AD entries, including removing, adding, or modifying Active Directory entries. I was also responsible for creating and modifying SharePoint sites, including setting up manual permission sets on specific areas of each site. I was also responsible for maintaining a SLA of 90% first tier closure rate, which is define as 90% of my troubleshooting tickets must be closed by me, and only 10% may be sent on to the next level of support.

Skills

  • Java
  • PHP
  • HTML
  • .NET
  • Active Directory
  • XP
  • Troubleshooting
  • Windows 7
  • Technical Support
  • Software Documentation
  • Computer Hardware
  • SharePoint
  • VMware
  • Unicenter Service Desk
  • C++

Education

Black Hawk College

Associates in Applied Sciences, Computer Information Programming

Organizations

Illinois Jaycees

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