Benjamin Gilbert
IT Support Engineer
Baytown, TX 77520
benjamesgilbert@outlook.com
+1 832 654 9435
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