Benjamin Gilbert
IT Support Professional
Baytown, TX 77520
benjamesgilbert@outlook.com
+1 (409) 334-4829
Professional Summary
Dedicated and skilled IT professional with over a decade of experience providing comprehensive technical support in remote and on-site environments. Proven expertise in resolving complex technical issues, enhancing customer satisfaction, and ensuring system reliability across diverse industries. Highly skilled in Active Directory, Windows Virtual Machine management, and automation through generative AI tools like ChatGPT, bringing efficiency to documentation, troubleshooting, and programming.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
IT Support Technician
SP Data Digital – Houston, TX
January 2023 to December 2025
- Delivered exceptional technical support to a diverse client base, resolving issues via phone, email, and chat support.
- Utilized advanced CRM tools to document, track, and manage customer interactions.
- Collaborated with cross-functional teams to troubleshoot technical problems, ensuring effective service delivery.
- Maintained up-to-date knowledge of SP Data Digital’s products and services, providing informed guidance to customers.
IT Support Contractor
Laser Key Products – Bacliff, TX
March 2023 to December 2023
- Provided technical support, achieving high first-call resolution rates.
- Diagnosed and resolved complex software and hardware issues.
- Collaborated with development teams to relay customer feedback for product enhancements.
- Enhanced support efficiency by contributing to a comprehensive knowledge base.
IT Technician
eSolutions, Inc. – San Antonio, TX
July 2021 to January 2023
- Delivered first-call resolution for clients in the insurance, banking, and investment sectors.
- Utilized Active Directory for access control and troubleshooting.
Service Technician
Laser Key Products – Bacliff, TX
August 2009 to September 2019
- Assembled and repaired machinery, provided on-site and phone technical support.
- Created user guides and performed tech support for products.
- Documented technical support issues and implemented solutions to reduce or eliminate them.
Service Technician
ADVANCED COMPUTER SYSTEMS – Webster, TX
August 2003 to August 2007
- Repaired PCs, printers, laptops, and other devices.
- Provided phone and onsite technical support, including cabling and hardware replacement.
Education
Associate in Science (AS) in Engineering Graphics and Design
San Jacinto College – Houston, TX
March 2012 to March 2016
College of the Mainland
Robotic Process Automation – Texas City, TX
March 2025 – November 2025
Skills
- Desktop support
- Technical support (10+ years)
- vSphere
- Active Directory
- LAN/WAN Networking
- Remote access software
- Help desk
- Virtualization
- Software troubleshooting
- SQL
- Network Support
- IT Support
- Windows Server
- Linux
- VMware
- CAD (5 years)
- Troubleshooting hardware and software issues
- CRM software
- SolidWorks (5 years)
- Microsoft Office Suite
- Generative AI tools (e.g., ChatGPT)
Additional Information
Highly skilled in using generative AI tools like ChatGPT to enhance productivity in troubleshooting, documentation, programming, content creation, and systems administration. Strong ability to manage multiple tasks, prioritize effectively, and provide exceptional technical support in fast-paced environments.
Benjamin Gilbert
IT Support Engineer
Baytown, TX 77520
benjamesgilbert@outlook.com
+1 (409) 334-4829
Professional Summary
Dynamic and detail-oriented IT Support Engineer with over 10 years of experience in
diagnosing, resolving, and preventing technical issues in hybrid environments. Proven
success in supporting Windows server and workstation deployments, managing Active
Directory and Office 365, and delivering exceptional end-user support. Skilled in remote
troubleshooting, network diagnostics, software deployment, and the use of generative AI
tools to automate tasks and improve system performance. Able to communicate technical
details clearly, manage multiple priorities, and contribute to continuous improvement in IT
infrastructure.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
IT Support Technician
SP Data Digital – Houston, TX
January 2024 to December 2025
- Delivered remote and onsite support to a broad user base, providing tier 1
troubleshooting for software, hardware, and network issues. - Maintained and configured Windows 10/11 environments and deployed systems
across multiple departments. - Supported Office 365 and Microsoft Outlook, assisting users with cloud-based
collaboration tools. - Documented tickets and solutions using CRM tools, collaborated cross
functionally with development teams, and upheld SLA response and resolution
times. - Developed internal documentation using generative AI for onboarding and common
troubleshooting procedures.
IT Support Contractor
Laser Key Products – Bacliff, TX
March 2023 to December 2023 - Provided technical support for software and hardware, specializing in diagnostic
workflows using Visual Studio, SolidWorks, and VB.net. - Maintained system performance and resolved application errors to ensure
seamless customer operations. - Enhanced user guides and knowledge bases to streamline issue resolution.
- Implemented a custom CRM to reduce customer support resolution times.
IT Technician
eSolutions, Inc. – San Antonio, TX
July 2021 to January 2023 - Provided Active Directory administration, password resets, account unlocks, and
access provisioning. - Supported remote users with Windows OS and Office troubleshooting.
- Worked within networked environments, providing root-cause analysis and
escalation support.
Online Order Fulfillment
Walmart – Baytown, TX
March 2020 to December 2020 - Managed order processing, packaging, and inventory reconciliation in a fast-paced
retail setting.
Service Technician
Laser Key Products – Bacliff, TX
August 2009 to September 2019 - Repaired automated equipment, maintained CNC machines, and conducted
preventive maintenance. - Used SolidWorks and PDM to generate production drawings and supported
hardware documentation. - Provided advanced electronics diagnostics, technical support, and trained junior
technicians.
Service Technician
Advanced Computer Systems – Webster, TX
August 2003 to August 2007 - Repaired desktops, laptops, printers, and performed structured cabling and
hardware installations.
Education
Associate in Science (AS) in Engineering Graphics and Design
San Jacinto College – Houston, TX
March 2012 to March 2016
Technical Skills - Operating Systems: Windows 10/11, Windows Server 2016–2022, Linux (basic), OS
imaging - Systems Administration: Active Directory, Azure AD, Group Policy, DNS/DHCP
- Networking: TCP/IP, LAN/WAN troubleshooting, firewall familiarity, VoIP device
support - Applications: Office 365, MS Outlook, Excel, Teams, SharePoint, Confluence
- Tools: SolidWorks, AutoCAD, Visual Studio, ChatGPT, Citrix, vSphere, VPN software
- Hardware: Desktop/laptop builds, diagnostics, peripherals, printers, component
replacements - Scripting & Automation: VBScript, batch scripting, documentation via AI tools
- CRM & Documentation: Jira, Airtable, Zendesk, knowledge base creation
Certifications - CompTIA A+ (In Progress)
- Microsoft Certified: Endpoint Administrator Associate (Planned)
Additional Information - Strong communicator with a collaborative mindset and an aptitude for learning
emerging technologies. - Experienced in remote/hybrid support models and SLA-oriented workflows.
- Reliable transportation and available for hybrid schedule with on-call flexibility.
Availability: Immediate
Work Location Preference: Hybrid – Webster, TX
Keywords:
Benjamin J. “Ben” Gilbert — RF propagation & spectrum sensing engineer; physics-informed ML, operator learning, and self-hosted AI for sensitive data.
RF/spectrum engineer applying physics-informed ML and operator learning to real-time propagation and sensing. Builder of RF Quantum SCYTHE. ORCID: 0009-0006-2298-6538.
Benjamin J. Gilbert is an RF/spectrum engineer focused on physics-informed machine learning for propagation and sensing. He develops real-time models and detectors, including a differentiable atmospheric ray tracer for ducting diagnostics and a multi-wavelength fiber-laser detector, integrated in the RF Quantum SCYTHE framework. He also applies OSINT with privacy-preserving analytics to geolocate crypto fraud networks. ORCID: 0009-0006-2298-6538.
Benjamin J. (“Ben”) Gilbert works at the intersection of RF propagation, spectrum sensing, and physics-informed machine learning. He builds real-time, standards-aligned models and interpretable detectors—most recently a differentiable atmospheric ray tracer for ducting diagnostics and a high-power multi-wavelength fiber-laser (MWFL) detector—within the RF Quantum SCYTHE framework. His interests include neural/operator surrogates, uncertainty quantification, and self-hosted AI for sensitive data. Beyond RF, he applies OSINT and responsible, privacy-preserving analytics to geolocate crypto “rug pull” actors and fraud infrastructures. Affiliations include Spectrcyde (RF Quantum SCYTHE) with collaborations in robotic process automation. ORCID: 0009-0006-2298-6538.
Benjamin J. Gilbert is an experimental solutions engineer specializing in RF propagation and spectrum intelligence. His work combines first-principles electromagnetics with physics-informed and operator-learning models for robust, real-time decision support. He developed a differentiable atmospheric ray tracer for tropospheric ducting diagnostics and a detector for high-power multi-wavelength fiber lasers (MWFL), both integrated into the RF Quantum SCYTHE framework with calibrated uncertainty and open, reproducible build pipelines. His technical interests include neural operators, uncertainty quantification, spectrum coexistence, and reproducible engineering on self-hosted stacks for sensitive data. Ben also investigates crypto-enabled fraud using OSINT and privacy-preserving analytics to improve attribution and reporting. Affiliations include Spectrcyde (RF Quantum SCYTHE) with collaborations in robotic process automation. ORCID: 0009-0006-2298-6538.
RF propagation; tropospheric ducting; spectrum sensing; physics-informed ML; neural/operator learning; uncertainty quantification; signal detection & estimation; OSINT; privacy-preserving analytics; self-hosted AI/ML; radar performance; remote sensing.