1. Donald Todd Benson
(954) 873-0335 • dtoddbenson@gmail.com
linkedin.com/in/dtoddbenson
MCP • CompTIA A+ • Network+ • Server+ • DCSE
2016-04-27
Over 15 years specializing in Information Technology, Project Management, Training,
Hardware/Software Technical Support, Client Relationship Management, Computer
Systems Integration, Troubleshooting, Maintenance, Repair and Diagnostics.
CERTIFICATIONS
Microsoft Certified Professional: Windows NT 4.0 Workstation, Windows NT 4.0 Server, Windows NT
4.0 Networking Essentials, and Windows 2000 Professional
CompTIA: A+, Network+, and Server+
Dell Certified Systems Expert (DCSE): Desktop, Portable, Workstation and Server products
TECHNOLOGY SKILLS
OPERATING SYSTEMS: DOS, Windows9x (95, 98, ME, XP), Windows NT 4.0 (Workstation &
Server), Windows2000 (Professional & Server), Windows Server 2003, Windows Server 2008, Windows
Vista, Windows 7, Windows 8, Apple Mac OS X, Debian, Ubuntu, RH Linux
NETWORKS: TCP/IP, Token Ring, Fibre, Routers/Hubs, Switches, Telephony, VoIP, Novell Netware,
Remote Access, FTP, HTTP, Email, Ethernet, LAN, WAN, SAN, EMC SAN, Wireless
APPLICATIONS: Microsoft Office Suites, Adobe Design Suites, Norton AntiVirus and Backup, Qmail,
SQL, Document Management and Business Process Management Suites
PROFESSIONAL EXPERIENCE
2015 Technician Terabyte Technologies, Palm Beach Gardens, FL
2009 - 2015 IT Technical Support and Consulting HTS Consultants, Tallahassee, FL
2006 - 2008 Systems Administrator Keller Williams Realty Intl., Austin, TX
1997 - 2005 Server Technical Analyst, Gold Accounts (01-05) Dell Computers, Inc.,Round Rock, TX
Level 2 Technical Analyst (99-01)
Senior Desktop Support Tech,Team Lead (97-99)
1996 - 1997 Technician/Sales Person DataBase Computers,Plantation, FL
EDUCATION
Florida State University B.S. Degree (Political Science) 2011-2014
Tallahassee Community College A.A. Degree 2009-2011
Broward Community College Business Administration Studies 1993-1995
CORE STRENGTHS
Extensive experience with the design and maintenance of client, server, network and SAN systems.
Excellent communication skills developed through extensive customer service experience.
Reputation for taking initiative and seeing projects through to completion.
Skilled in identifying and achieving goals within established time constraints.
Flexible and dedicated; proactive in identifying and implementing potential efficiency gains.

2. Donald Todd Benson
(954) 873-0335 • dtoddbenson@gmail.com
linkedin.com/in/dtoddbenson
MCP • CompTIA A+ • Network+ • Server+ • DCSE
2016-04-27
PROFESSIONAL EXPERIENCE
2015 Technician - Terabyte Technologies – Palm BeachGardens, FL
 Assisted small business clients with phone and onsite IT support, including troubleshooting,
virus/malware clean up, OS installation and configuration, and hardware upgrades
 Assisted businesses with server, desktop, and network upgrades
 Supported VMware ESXi and Windows Server 2008/20012 in a Remote Desktop thin client
environment
2008 – 2015 Technical Support and Consulting – HTS Consultants - Tallahassee, FL
 Assisted various home and small business clients with IT support, including troubleshooting, OS
installation and configuration, hardware repair and upgrades
 Assisted businesses with server closet reorganization, provided advice regarding purchasing
decisions, and installed and configured new office equipment.
 Implemented IT data security and disaster recovery procedures
2006 – 2008 System Administrator - Keller Williams Realty Intl. – Austin, TX
 Responsible for daily maintenance and troubleshooting of company technology assets for 150
employees.
 Ordered software licensing and hardware assets as necessary for business needs.
 Responsible for onboarding new users and preparing and deploying their equipment.
 Administered user accounts, assigned phones and extensions.
 Maintained the existing PBX phone system and developed VoIP upgrade strategy.
 Upgraded existingnew systems as necessary; repurposing, recycling, or disposing of old
equipment.
 Guided IT policy development and created process documentation.
 Responsible for managing IT’s relationship with internal stakeholders and external vendors.
 Researched and developed document management and business process projects.
 Coordinated with the legal department to reclaim web domains using KWRI trademarks illegally.
2001 – 2006 Gold Server Technical Analyst - Dell Enterprise Expert Center – Round Rock, TX
 Supported PowerEdge server, PowerVault storage and Dell/EMC SAN systems in complex
hardware and software combinations in mission-critical, enterprise environments.
 Troubleshot server related operating systems and applications.
 Assisted clients with networking, SAN, and OpenManage functionality.
 Mitigated client escalations through timely handling and application of available resources to create
solutions that balanced the customer’s needs and expectations with company policy and procedure.
 Worked with Technical Account Managers and Technical Sales Representatives to design,
configure, and install large-scale integrated solutions.

3. Donald Todd Benson
(954) 873-0335 • dtoddbenson@gmail.com
linkedin.com/in/dtoddbenson
MCP • CompTIA A+ • Network+ • Server+ • DCSE
2016-04-27
1999 – 2001 Level 2 Technical Analyst - Dell Major Accounts Division – Round Rock, TX
 Responsible for directing Level 1 techs with troubleshooting and policy questions.
 Managed team metrics and aided professional development through mentoring/coaching.
 Audited calls monthly for quality assurance.
 Developed reporting on trending issues to identify outliers.
 Resolved sensitive escalations.
 Created and presented new hire and new product training curricula, as well as certification and
vitality training for existing team members.
 Started an after-hours study group program for techs interested in attaining various industry
certifications.
 Served on advisory teams, such as SpikeBusters, Early Warning, and the Out-of-Box Experience.
 Designed and built a functioning L2 Lab that included all of Dell’s systems, hardware, and
software, which was used as a live reference during calls and escalations as well as for individual
training.
1997 – 1999 Sr. DesktopSupport Tech - Dell Major Accounts Division – Round Rock, TX
 Resolved support queue calls from Dell Major Account Customers (MACSD) to diagnose faults
and repair or replace components as needed.
 Worked on desktop and laptop systems, and with all operating systems and factory-installed
applications.
 Recognized for consistently resolving sensitive escalations requiring in-depth troubleshooting or
repeated calls.
 Tasked with tracking and resolving complaints related to the “capacitor plague” issue, expediting
volume dispatches for large corporate accounts requiring replacement motherboards.
 Generated reports on the status and scope of the issue and presented updates at management
meetings.
1996 – 1997 Technician/Sales Person - DataBase Computers – Fort Lauderdale, FL
 Sold, configured, and repaired personal computers.