bennett gavrish.com, Resume

Resume

Bennett A. Gavrish

EXPERIENCE

Client Support Specialist
Boston University | IT Help Center | Boston, MA
2010-Present

Provide technical support to the entire university community, ensuring that over 30,000 students, faculty and staff use technology in the most effective manner possible
Manage and train a group of 40 student consultants, focusing on professional development
Respond to client questions, requests and concerns through a ticketing system
Diagnose and resolve questions regarding e-mail accounts, operating systems, hardware, software, networking, mobile devices and virus protection
Incorporate the ITIL methodology into customer service procedures and strategies
Built a comprehensive Filemaker database and web application for the purpose of tracking the department’s student employees
Designed a knowledge base and worked in a group to document problems and solutions

Content Writer
Demand Studios | Online
2008-Present

Write technical articles on computers, networking and electronics with an emphasis on search engine optimization and keyword density
Proof and edit titles for prospective topics and articles
Over 1,000 articles published on eHow.com and other informational websites

Senior Manager
Boston University | College of Fine Arts IT | Boston, MA
2006-2010

Led an office in supporting the technology needs of the college community and working with customers to resolve computer, network and printing issues
Provided face-to-face training and supervision of twenty-five team members
Organized and oversaw weekly staff meetings to enhance the office’s quality of service, discuss the status of current projects and brainstorm new ideas
Designed and coded dynamic websites and web forms to improve the efficiency of the college’s application and admission processes
Developed multi-layered Filemaker databases for tracking student data and financial records
Coordinated the hiring of new employees and the evaluation of current staff members
Established technical policies and procedures to preserve the security of the college’s computers, ensure customer satisfaction and create a more productive office environment

EDUCATION

Boston University | College of Communication

2010

Bachelor of Science, Journalism

AWARDS

Employee of the Year | College of Fine Arts IT | 2008-2009

Dean’s List | Boston University | 2007-2008

TECHNICAL SKILLS

Operating Systems

Software

Languages

Services