Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ben Odeny

Stockton

Summary

Dynamic IT Support Associate with proven expertise at Amazon, delivering Tier II technical support to multiple users. Skilled in hardware diagnostics and ticket management, I consistently resolved service requests, enhancing user productivity. A collaborative team player, I trained new staff, standardizing procedures to elevate overall performance.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Support Associate

Amazon
11.2021 - Current
  • Delivered Tier II technical support for 500+ end users across multiple Amazon sites, ensuring minimal downtime for desktops, laptops, mobile devices, printers, and network equipment.
  • Resolved an average of 20+ service requests per week using Service now ticketing system and remote management tools, consistently meeting or exceeding SLA targets.
  • Installed, imaged, and configured Windows and Linux workstations, thin clients, and handheld devices, improving user productivity and onboarding efficiency.
  • Trained and mentored new IT staff, standardizing troubleshooting procedures and enhancing overall team performance.
  • Collaborated with cross-functional teams to support network connectivity, VPN access, and system integrations across distributed environments.
  • Assisted in deploying and testing new IT solutions, including mobile device management and automated imaging workflows.

Computer Operator and IT Technician

Bank of Stockton
03.2021 - 11.2021
  • Generated reports covering details about data, system operation, and error monitoring.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Processed requests for service from internal and external customers.
  • Provided basic end-user troubleshooting and desktop support.
  • Maintained spreadsheets of data across multiple systems.
  • Maintained office PCs, networks and mobile devices.
  • Configured hardware, devices, and software to set up work stations for employees.

Delivery Driver

Amazon
04.2020 - 11.2021
  • Delivered packages to customer doorsteps and business offices.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Inspected and maintained delivery vehicles regularly to keep in safe working order.

Education

Associate of Science - Computer Networking And Information Technology

City College of San Francisco
San Francisco, CA
05-2020

Skills

  • Hardware diagnostics
  • Technical support
  • Ticket management
  • Help desk operations
  • Desktop technical support
  • Flight instruction
  • Commercial Pilot

Certification

  • Commercial Pilot
  • Certified Flight Instructor


Timeline

IT Support Associate

Amazon
11.2021 - Current

Computer Operator and IT Technician

Bank of Stockton
03.2021 - 11.2021

Delivery Driver

Amazon
04.2020 - 11.2021

Associate of Science - Computer Networking And Information Technology

City College of San Francisco

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Ben Odeny