Benjamin Esser
Midlothian
Summary
Accomplished IT professional with over 35 years of experience in various areas of IT infrastructure, administration, and user support. Specialized expertise in FDA-regulated facilities, laboratories, and community-based medical clinics. Exceptional organization and communication skills with a strong focus on customer service. Demonstrated ability to take initiative and adapt to evolving demands and technologies, driving process and system improvements.
Overview
21
21
years of professional experience
1
1
Certification
Work History
IT Systems Specialist (ISS)
US Oncology/McKesson Specialty Health
04.2017 - Current
- Company Overview: Global provider of technology-based business solutions to network of community-based cancer centers
- Provide medical oncology and radiation oncology practice multi-level deskside/desktop/laptop technical support, for both on-site and remote clients within the central and south Florida region
- Other duties include PC builds, hardware/software break/fix tasks, installation and support
- Helpdesk/service desk requests are tracked through ticketing system (Service Now)
- Additional duties include PC inventory control, asset management, printer maintenance, installation and repairs as required
- Support also provided for iphones
- Recently received USON Practice support award for2023
Deskside Technician II
Stefanini Tech Team
01.2014 - 03.2017
- Company Overview: Global provider of technology-based business solutions: IT Outsourcing Services, Application Services and Strategic Staffing
- Provide multi-level deskside/desktop/laptop technical support, for both on-site and remote to clients throughout the U.S
- Current position was transferred from IBM to Stefanini Tech Team
- Other duties include PC builds, hardware/software break/fix tasks, installation and support
- Backup tape media management and tape media off-site inventory and security
- Helpdesk/service desk requests are tracked through ticketing system (ServiceNow) for auditing and FDA related accounting purposes
- Additional duties include PC inventory control, asset management, printer maintenance, installation and repairs as required
- Support also provided for iphones
Deskside Support
IBM
12.2009 - 01.2014
- Company Overview: World's largest information technology services and consulting provider
- Some190,000 professionals in more than160 countries
- Provide multi-level technical support, both deskside and remote to customers throughout the U.S
- And Latin America
- Current position was transferred from Covance and outsourced to IBM
- Other duties include PC builds and hardware break/fix tasks as well as software install and support
- All helpdesk requests are handled through ticketing/tracking system for auditing and FDA related accounting purposes
- Additional duties include PC inventory control and logistics
Computer / Data Center Support Analyst / Systems Administrator
Covance Research Products
12.2003 - 12.2009
- Company Overview: One of the world's largest and most comprehensive drug development services companies with annual revenues greater than $1.7 billion, global operations in more than25 countries, and more than9,800 employees worldwide
- Offering drug development solutions from preclinical through commercialization
- Provided multi-level technical support for global IT infrastructure supporting400+ divisional employees throughout the U.S
- And overseas
- Additionally supported large data center of Intel servers providing24-7 support
- In addition to desktop computer support, added duties include IT infrastructure recommendations, project coordination, SOX liaison and test script support, composing CERs and SOPs, reviewing disaster recovery procedures and business unit data system redundancy
- Analyze new technologies to drive up CRP’s revenue and improve Signature Client Services
- Participation in client and security auditing, user access auditing; software/hardware validations for FDA regulated accounts and GLP studies
- Earned solid reputation for resolving complex issues and providing exceptional customer service
Education
Diploma - Network Systems Administrator
Cittone Institute
Plymouth Meeting, PA04.2003
HS Diploma - undefined
Gwynn Park High School
Brandywine, MD01.1981
Skills
- Windows2000/XP/Win7/Win10/11 Client
- Windows NT/2000/2003/2008/2012/2016 Server
- MS Office2000/XP/2003/2007/2010/O365
- System Center Configuration Manager2012
- TCP/IP
- Active Directory
- Altiris
- Datacenter Management
- Citrix Metaframe
- Symantec Endpoint Protection11,12
- Symantec Netbackup
- IPhone Support
- IBM iSeries (AS400) Administration
- SCCM
- Incident management
- Business continuity
- ITIL framework
- End-user training
- Mobile device management
- Time management
- Reliability
- Adaptability and flexibility
- Hardware and software repair
- Hardware installation
- Risk assessment
Certification
- ITIL4 Certification (November2021)
- A+ Certification, Net+ Certification (CompTIA); MCSA (Microsoft2000)
Timeline
IT Systems Specialist (ISS)
US Oncology/McKesson Specialty Health
04.2017 - Current
Deskside Technician II
Stefanini Tech Team
01.2014 - 03.2017
Deskside Support
IBM
12.2009 - 01.2014
Computer / Data Center Support Analyst / Systems Administrator
Covance Research Products
12.2003 - 12.2009
HS Diploma - undefined
Gwynn Park High School
Diploma - Network Systems Administrator
Cittone Institute
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