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# Ben B\.

**Headline:** 𝐈𝐓 𝐒𝐲𝐬𝐭𝐞𝐦𝐬 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫
**Profession:** 𝐈𝐓 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 𝟯
**Location:** United States

## About

Ben B\. is an IT Systems Engineer and Chief Engineer at Relentless Technologies, where he conducts technical research, design, and experimentation supporting patents and patent applications\. Ben specializes in escalated enterprise IT support, root\-cause analysis, incident response, and case\-and\-fix documentation that equips support teams for recurring issues\. His background spans Windows and Windows Server, identity and access, cloud and SaaS applications, networking, healthcare, mortgage, financial, tax, and other industry\-specific systems\. Ben has led critical\-response and major\-incident work, managed support teams and technical projects, trained colleagues and users, and collaborated with CAB leadership, stakeholders, vendors, technical and nontechnical teams, and end users\. His strongest proof points include creating production\-deployed Nanoheal automated fixes for more than 14 prevalent workstation issues, improving a helpdesk’s tracked first\-call\-resolution efficiency by just over 20% in four weeks at HP, and documenting 100% first\-time resolution for approximately four months at Gateway\. Ben is also actively learning and applying AI as a personal hobby and is interested in helping others learn to use emerging systems\.

## Services

- Active Directory
- Windows Server
- Windows
- Laptops
- VPN
- Servers
- XP
- Troubleshooting
- Network Administration
- Disaster Recovery
- Help Desk Support
- Windows XP
- VMware
- Software Installation
- Lotus Notes
- Antivirus
- Microsoft Exchange
- Hardware
- IT Operations
- Technical Support
- Operating Systems
- Networking
- Information Technology
- System Deployment
- Software Documentation
- Citrix
- TCP/IP
- System Administration
- DHCP
- Firewalls

## Highlights

- Conducts technical research, design, and experimentation supporting patents and patent applications as Chief Engineer at Relentless Technologies\.
- Solely created each functional, production\-deployed Nanoheal enterprise\-workstation automated solution, resolving more than 14 prevalent recurring support\-queue issues and reducing support\-center load\.
- Led critical\-response calls with executives, directors, and engineers for Blue Cross Blue Shield Association and its 36 BCBS companies, with a focus on service restoration, incident documentation, and concise critical\-incident summaries\.
- Managed major\-incident practices including PRB, RCA, incident, SLA, trend, pattern, and configuration\-item analysis, plus critical\-response compliance and continuous improvement\.
- Contributed to the successful phase 1 IMIT launch of the GlobalFoundries PMO and ServiceNow project/PPM\-data consolidation the PMO subsequently moved from IT to senior leadership\.
- Inventoried Miba Sinter Group network and server systems and documented VMware vSphere VMs, network configurations, switch ports, VLANs, and servers\.
- Played a key role in implementing the Ameriquest helpdesk knowledge base, improving team productivity and first\-call\-resolution rate\.
- Served as Lotus Notes Lead for Tier II and III support across 20,000 clients at HP\.
- Received HP’s MVP of the Quarter recognition for dedicated helpdesk service to Fortune 500 company Johnson Controls\.
- Increased tracked helpdesk first\-call\-resolution efficiency by just over 20% in four weeks at HP\.
- Was promoted to Team Lead at Random Access/Entex and supported Lotus Notes/Windows deployment for 3,500 MCI users and machines\.
- Led a Macintosh\-to\-Windows conversion and support effort for 400 USWest users and machines\.
- At Anatomy IT, identified and resolved multi\-year recurring healthcare\-system outages by tracing failure patterns missed by prior support teams\.
- Performed manual and automated Event Viewer analysis at Anatomy IT to correlate concurrent software, hardware, and network events and isolate root\-cause interactions\.
- Received multiple written commendations from Anatomy IT administrators and partner engineers for resolving long\-standing issues\.
- At Zones, brought overdue SLA cases to resolution and worked with IT and compliance teams to correct email\-retention policies, overlapping policies, mailbox quotas, and sizes while preserving litigation\-hold and legally protected data\.
- Received a LinkedIn recommendation from a manager for the Zones MS365 Premier Support Escalations Engineer Lead role\.
- At Mayo Clinic, identified duplicate\-IP\-address errors in Cisco TrustSec caused by IP Device Tracking and earned “\!\!\!” praise from a System Architect\.
- Served as the sole Mayo Clinic NOC engineer for virtually all Thursday–Sunday third shift during Cisco ISE implementation, with on\-call resources available\.
- Supported Mayo Clinic network infrastructure serving 500 buildings and 10,000 stated network infrastructure devices\.
- Improved Autotask support\-desk processes adopted recommendations significantly improved FCR and CSAT metrics\.
- Defined, documented, validated, and published Symantec PGP encryption best practices to the knowledge base\.
- Led Dell’s Colorado team for Anthem Blue Cross Blue Shield’s national enterprise PC refresh, created best\-practice processes, trained the national team, and received “a sea of kudos\.”
- Documented 100% first\-time resolution for approximately four months across Gateway hardware and software support\.
- Led Gateway helpdesk implementation, technician training, team metrics, monitoring, reporting, and an internal A\+ certification mentoring project\.
- Supports and has worked with AWS, Azure, Windows, Microsoft 365, Cisco, Citrix, VMware, Linux, RHEL, Solaris, AIX, Oracle, SQL, Hadoop, NetBackup, McAfee, F5, Splunk, Okta, CyberArk, Ansible, IBM MQ, PeopleSoft, Workday, ServiceNow, Dynatrace, xMatters, Teams, Webex, and Office 365\.
- Has broad experience with Active Directory, Windows Server, VPN, disaster recovery, networking, VMware, Microsoft Exchange, Citrix, TCP/IP, DHCP, DNS, firewalls, SharePoint, virtualization, cloud computing, IT service management, documentation, process improvement, SQL, business analysis, project,\-v
- Actively learns and applies AI as a personal hobby and is interested in roles involving AI, complex modeling, learning, teaching, and helping others leverage emerging systems\.

## Experience

- **𝐈𝐓 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 𝟯 at Anatomy IT** (2023\-02\-01–2026\-01\-01) — Provided advanced remote support for escalated cases across healthcare organizations’ Windows Server environments, focusing on RCA and remediation of recurring issues\. • Utilized ConnectWise and client‑required secure‑access tools to diagnose complex failures across distributed clinical systems\. • Performed deep Event Viewer analysis \(manual \+ automated\) to correlate concurrent system events and isolate root‑cause interactions across software, hardware, and network layers\. • Identified and resolved multi‑year recurring outages by tracing failure patterns missed by prior support teams\. • Received multiple written commendations from administrators and partner engineers for resolving long‑standing issues\. • “𝙔𝙚𝙨, 𝙚𝙫𝙚𝙧𝙮𝙩𝙝𝙞𝙣𝙜 𝙖𝙥𝙥𝙚𝙖𝙧𝙨 𝙩𝙤 𝙗𝙚 𝙬𝙤𝙧𝙠𝙞𝙣𝙜 𝙢𝙪𝙘𝙝 𝙗𝙚𝙩𝙩𝙚𝙧 𝙤𝙣 𝙤𝙪𝙧 𝙚𝙣𝙙… 𝙏𝙝𝙞𝙨 𝙝𝙖𝙨 𝙗𝙚𝙚𝙣 𝙖𝙣 𝙤𝙣𝙜𝙤𝙞𝙣𝙜 𝙞𝙨𝙨𝙪𝙚 𝙛𝙤𝙧 𝙮𝙚𝙖𝙧𝙨 𝙖𝙣𝙙 𝙣𝙤 𝙤𝙣𝙚 𝙝𝙖𝙨 𝙗𝙚𝙚𝙣 𝙢𝙤𝙧𝙚 𝙝𝙚𝙡𝙥𝙛𝙪𝙡 𝙩𝙝𝙖𝙣 𝙮𝙤𝙪\.” — Dawn \(Dec 2025\)
- **𝗖𝗿𝗶𝘁𝗶𝗰𝗮𝗹𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗲𝗧𝗲𝗮𝗺𝗠𝗮𝗻𝗮𝗴𝗲𝗿@𝗕𝗹𝘂𝗲𝗖𝗿𝗼𝘀𝘀𝗕𝗹𝘂𝗲𝗦𝗵𝗶𝗲𝗹𝗱𝗔 at Infosys Limited** (2022\-05\-01–2023\-02\-01) — 𝗕𝗹𝘂𝗲 𝗖𝗿𝗼𝘀𝘀 𝗕𝗹𝘂𝗲 𝗦𝗵𝗶𝗲𝗹𝗱 𝗔𝘀𝘀𝗼𝗰𝗶𝗮𝘁𝗶𝗼𝗻 𝒂𝒏𝒅 𝒊𝒕𝒔 𝟯𝟲 𝑩𝑪𝑩𝑺 𝒄𝒐𝒎𝒑𝒂𝒏𝒊𝒆𝒔\. \- 𝗖𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗲 𝗧𝗲𝗮𝗺 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 \-\-\- Led CRT calls with various executives, directors, and engineers to restore service ASAP\. \-\-\- Ensured proper documentation of Affected CIs, Impact, and other relevant data\. \-\-\- Provided concise comprehensive summaries on Critical Incidents\. \- 𝗠𝗮𝗷𝗼𝗿 𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 Ensuring PRBs, RCAs, and associated INC are properly documented and handled to meet SLAs\.\. Analysis to spot trends, patterns, and consistent problematic elements and CIs\. Working with various teams to ensure compliance and continuous improvement in the handling of Critical Incidents and the processes for Critical Response Teams supporting them\. \- ~𝐍𝐚𝐧𝐨𝐡𝐞𝐚𝐥 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝\-𝐅𝐢𝐱 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧\-𝐃𝐞𝐬𝐢𝐠𝐧𝐞𝐫~ \-\-\-Nanoheal automated IT support for minor\* recurring issues \-\-\-SOLELY CREATED EACH of the functional producti
- **𝗜𝗧 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗦𝗠𝗘 @ 𝗠𝗼𝘃𝗲𝗺𝗲𝗻𝘁 𝗠𝗼𝗿𝘁𝗴𝗮𝗴𝗲 at Infosys Limited** (2021\-02\-01–2022\-05\-01) — Remote handling escalated cases involving: • Windows OS \(S/D\), AAD, SSO, MFA, Okta, Azure, Office365, VPN, Putty, SSH, Powershell, RBAC, PIM, PAM, JIT Access, SAML, OAuth, Intune, SCCM, MECM, MDM • various additional software and hardware devices
- **𝗣𝗠𝗢 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗔𝗻𝗮𝗹𝘆𝘀𝘁 @ 𝗚𝗹𝗼𝗯𝗮𝗹 𝗙𝗼𝘂𝗻𝗱𝗿𝗶𝗲𝘀 at Infosys Limited** (2020\-08\-01–2021\-01\-01) — Remote PMO Business Analyst supporting GlobalFoundries as it builds a PMO, • and consolidates project/PPM data into ServiceNow\. • Working with Business Units, PMO, Champions, SLT and Project/Demand/Resource Managers • Communicating to identify business objectives, requirements, options and risk/reward • Defining process, workflow, reporting requirements and thresholds • Documenting process, workflow, HowTo, FAQ, and training materials • Working with ServiceNow team to properly implement defined requirements • Analyzing recommendations, ideas and change requests for system impact to other stakeholders, and requirements \(GDPR, etc\.\) \- to assess whether to implement changes \(to SvcNow team or vendor\), and timing • Training Project/Demand/Resource Managers on ServiceNow PM defined process steps • Monitoring PMO email, UAT results, and group chats/threads and more for collecting feedback • Reporting status, tracking questions and updating FAQ, and UAT results • == Contributed to successful
- **𝗗𝗲𝘀𝗸𝘁𝗼𝗽 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 𝗦𝗠𝗘 @ 𝗚𝗹𝗼𝗯𝗮𝗹 𝗙𝗼𝘂𝗻𝗱𝗿𝗶𝗲𝘀 at Infosys Limited** (2019\-11\-01–2020\-08\-01) — Remote support • Supporting Windows 10, AAD, SSO, MFA, PKI, SSL Certificates • various systems, including specialized applications, Google • RDP, VPN, Putty, SSH, Powershell, various remote\-control and communication systems, Intune, SCCM • Service\-Now
- **𝗠𝗦𝟯𝟲𝟱 𝗣𝗿𝗲𝗺𝗶𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗘𝘀𝗰𝗮𝗹𝗮𝘁𝗶𝗼𝗻𝘀 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 𝗟𝗲𝗮𝗱 at Zones, LLC** (2019\-06\-01–2019\-09\-01) — 𝗥𝗲𝗰𝗲𝗶𝘃𝗲𝗱 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗥𝗘𝗖𝗢𝗠𝗠𝗘𝗡𝗗𝗔𝗧𝗜𝗢𝗡 𝗳𝗿𝗼𝗺 𝗺𝗮𝗻𝗮𝗴𝗲𝗿 𝗳𝗼𝗿 𝘁𝗵𝗶𝘀 𝗿𝗼𝗹𝗲\. • Supported Office 365 for Microsoft customers, 𝙖𝙨 𝙈𝙞𝙘𝙧𝙤𝙨𝙤𝙛𝙩 𝙋𝙧𝙚𝙢𝙞𝙚𝙧 𝙎𝙪𝙥𝙥𝙤𝙧𝙩 • 𝐈 𝐟𝐢𝐞𝐥𝐝𝐞𝐝 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐭𝐢𝐜𝐤𝐞𝐭𝐬 𝐢𝐧 𝐠𝐞𝐧𝐞𝐫𝐚𝐥, 𝐛𝐮𝐭 𝐭𝐡𝐞𝐧 𝐰𝐚𝐬 𝐚𝐬𝐬𝐢𝐠𝐧𝐞𝐝 𝐜𝐚𝐬𝐞𝐬 𝐰𝐡𝐢𝐜𝐡 𝐰𝐞𝐫𝐞 past 𝐒𝐋𝐀 \- 𝐭𝐨 𝐞𝐧𝐬𝐮𝐫𝐞 𝐭𝐡𝐞𝐲 𝐰𝐞𝐫𝐞 𝐩𝐫𝐨𝐦𝐩𝐭𝐥𝐲 𝐛𝐫𝐨𝐮𝐠𝐡𝐭 𝐭𝐨 𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧\. • Service\-Now, Putty, SSH, Exchange, EOL, AAD, Email Retention Policies, GPO, Powershell • The majority of the cases I ended up supporting were 𝗘𝗺𝗮𝗶𝗹 𝗮𝗻𝗱 𝗗𝗮𝘁𝗮 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗣𝗼𝗹𝗶𝗰𝘆 𝗼𝗿 𝗟𝗶𝘁𝗶𝗴𝗮𝘁𝗶𝗼𝗻 𝗛𝗼𝗹𝗱 related • Resolution of these cases involved a lot of research and communication with client IT and Compliance Teams to determine precisely which retention policies were intended, and to help implement the correct policies and to remove unintended overlapping policies, and then to correct mailbo
- **𝗜𝗧 𝗜𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗶𝗮𝗻 at Miba Sinter Group** (2018\-12\-01–2019\-02\-01) — ⦁ Inventoried network and server systems • ⦁ Documented VMWare vSphere VMs, switch and router configurations, • interfaces/switchports, VLANs, and servers\. • ⦁ Standardized AD and corrected folder permissions issues • ⦁ Configured Polycom / VOIP, iPECS • Windows Server, Putty, SSH, RDP, VPN, AAD, AD, GPO, Cisco • = Contract concluded successfully
- **𝗜𝗧 𝗟𝗼𝘂𝗻𝗴𝗲 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 at GE Power** (2018\-04\-01–2018\-06\-01) — ⦁	Was hired to support video conferencing and all systems within The Lounge\. \(Lounge, a casual area on GE Campus for direct access to answers from upper tier support\)\. Support of the video conferencing was changed to an entirely different organization\. ⦁	I supported Windows 10 and 7 on Dell laptops, drive encryption, data preservation, and handled malware, breached/compromised systems, as well as was AD/GP teams liaison, and I handled systems of LEGAL HOLD status\. ⦁	ServiceNow, Windows, AAD, AD, GPO, VPN, malware, Infosec, data backup / restoration, RDP \- Laid off
- **𝗡𝗲𝘁𝘄𝗼𝗿𝗸 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 𝗶𝗻 𝘁𝗵𝗲 𝗠𝗮𝘆𝗼 𝗖𝗹𝗶𝗻𝗶𝗰 𝗡𝗢𝗖 \- night shift/solo at Mayo Clinic** (2016\-08\-01–2017\-04\-01) — 𝗥𝗲𝗰𝗲𝗶𝘃𝗲𝗱 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗥𝗘𝗖𝗢𝗠𝗠𝗘𝗡𝗗𝗔𝗧𝗜𝗢𝗡 𝗳𝗼𝗿 𝘁𝗵𝗶𝘀 𝗿𝗼𝗹𝗲\. • Brought in as contractor to staff Mayo Clinic NOC night shift during implementation of Cisco ISE\. • 𝗜 𝘄𝗮𝘀 𝘁𝗵𝗲 𝘀𝗼𝗹𝗲 𝗻𝗶𝗴𝗵𝘁\-𝘀𝗵𝗶𝗳𝘁 𝗡𝗢𝗖 𝗲𝗻𝗴𝗶𝗻𝗲𝗲𝗿, 𝗳𝗼𝗿 𝘃𝗶𝗿𝘁𝘂𝗮𝗹𝗹𝘆 𝗮𝗹𝗹 𝗼𝗳 𝟯𝗿𝗱 𝘀𝗵𝗶𝗳𝘁, 𝗧𝗵𝘂𝗿\-𝗦𝘂𝗻 • \(𝘂𝗻𝘁𝗶𝗹 𝗷𝘂𝘀𝘁 𝗮𝗳𝘁𝗲𝗿 𝗱𝗮𝘄𝗻\.\.\. • I did have ample resources available and on\-call, to me\) • Supported migration from Cisco 7000 series to 9000 series switches\. • 𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐢𝐞𝐝 𝐜𝐚𝐮𝐬𝐞 𝐨𝐟 𝐃𝐔𝐏𝐋𝐈𝐂𝐀𝐓𝐄 𝐈𝐏 𝐀𝐃𝐃𝐑𝐄𝐒𝐒 𝐄𝐑𝐑𝐎𝐑𝐒 𝐢𝐧 𝐂𝐢𝐬𝐜𝐨 𝐓𝐫𝐮𝐬𝐭𝐒𝐞𝐜 • 𝐝𝐮𝐞 𝐭𝐨 𝐈𝐏 𝐃𝐄𝐕𝐈𝐂𝐄 𝐓𝐑𝐀𝐂𝐊𝐈𝐍𝐆\. • \- 𝐄𝐚𝐫𝐧𝐢𝐧𝐠 "\!\!\!" 𝐩𝐫𝐚𝐢𝐬𝐞 𝐟𝐫𝐨𝐦 𝐒𝐲𝐬𝐭𝐞𝐦 𝐀𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭\. • Working in the NOC \(Network Operations Center\) I monitor, support, troubleshoot and configure the network infrastructure, servicing 500 buildings, with 10,000 stated network infrastructure devices\. • Support hardware and sof
- **𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝗻𝘁/𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 𝗜𝗜\* at Autotask Corporation** (2015\-06\-01–2015\-08\-01) — Tasked with optimizing the support desk, process improvement, establish and document Best Practices • Consulted with managers and directors to define options for improvements in processes and tools • 𝗥𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗮𝘁𝗶𝗼𝗻𝘀 𝘄𝗲𝗿𝗲 𝗮𝗱𝗼𝗽𝘁𝗲𝗱, 𝘄𝗶𝘁𝗵 𝘀𝗶𝗴𝗻𝗶𝗳𝗶𝗰𝗮𝗻𝘁 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 𝘁𝗼 𝘁𝗲𝗮𝗺 𝗺𝗲𝘁𝗿𝗶𝗰𝘀, \(𝗙𝗖𝗥 𝗮𝗻𝗱 𝗖𝗦𝗔𝗧\) • = Contract concluded successfully
- **𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿: 𝗣𝗚𝗣 𝗘𝗻𝗰𝗿𝘆𝗽𝘁𝗶𝗼𝗻 at Symantec** (2013\-11\-01–2014\-09\-01) — 𝗥𝗲𝗰𝗲𝗶𝘃𝗲𝗱 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗥𝗘𝗖𝗢𝗠𝗠𝗘𝗡𝗗𝗔𝗧𝗜𝗢𝗡 𝗳𝗼𝗿 𝘁𝗵𝗶𝘀 𝗿𝗼𝗹𝗲\. • Supported PGP Universal Server encryption systems for email, PGP, PKI, Certificates • Worked with end\-users, IT, and consultants/contractors • 𝗗𝗲𝗳𝗶𝗻𝗲𝗱, 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗲𝗱, 𝘃𝗮𝗹𝗶𝗱𝗮𝘁𝗲𝗱, 𝗮𝗻𝗱 𝗽𝘂𝗯𝗹𝗶𝘀𝗵𝗲𝗱 ‘𝗯𝗲𝘀𝘁 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀’ 𝘁𝗼 𝗞𝗕 • 𝗟𝗲𝗮𝗱 𝗶𝗻 𝗶𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝗼𝘁𝗵𝗲𝗿 𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗲𝗮𝗺𝘀, • \(𝗶𝗻 𝗰𝗮𝘀𝗲𝘀 𝗼𝗳 𝗺𝘂𝗹𝘁𝗶𝗽𝗹𝗲 𝗲𝗺𝗮𝗶𝗹 𝗳𝗹𝗼𝘄 𝗺𝗼𝗱𝗶𝗳𝗶𝗲𝗿𝘀: 𝗲𝗻𝗰𝗿𝘆𝗽𝘁𝗶𝗼𝗻, 𝘀𝗽𝗮𝗺\-𝗳𝗶𝗹𝘁𝗲𝗿𝗶𝗻𝗴, 𝗗𝗟𝗣, 𝗲𝘁𝗰\.\) • Largely supported Windows, with some Linux and MacOS support as well • Tracking of calls and cases was done using Salesforce • \- Laid off
- **𝗖𝗵𝗶𝗲𝗳 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 at Relentless Technologies** (2011\-02\-01–2013\-11\-01) — Technical research, design and experimentation in support of patents, patent applications
- **𝗖𝗢 𝗥𝗲𝗳𝗿𝗲𝘀𝗵 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱 \- 𝗔𝗻𝘁𝗵𝗲𝗺 𝗕𝗹𝘂𝗲 𝗖𝗿𝗼𝘀𝘀 𝗕𝗹𝘂𝗲 𝗦𝗵𝗶𝗲𝗹𝗱 at Dell** (2009\-12\-01–2010\-10\-01) — Colorado Team Lead for national enterprise PC refresh project • 𝗥𝗲𝗰𝗲𝗶𝘃𝗲𝗱 𝗽𝗿𝗮𝗶𝘀𝗲, 𝗮𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗵𝗮𝗱 𝗿𝗲𝗰𝗲𝗶𝘃𝗲𝗱, "𝒂 𝒔𝒆𝒂 𝒐𝒇 𝒌𝒖𝒅𝒐𝒔" 𝗳𝗼𝗿 𝗺𝘆 𝗱𝗼𝗶𝗻𝗴𝘀\. • Managed and lead Colorado team within the national enterprise systems refresh • Defined and documented processes for PC refresh • 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗱 ‘𝗯𝗲𝘀𝘁 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀’ 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝘀𝘁𝗲𝗽𝘀 • 𝘁𝗿𝗮𝗶𝗻𝗲𝗱 𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝘁𝗲𝗮𝗺 𝗼𝗻 𝘁𝗵𝗲𝗶𝗿 𝘂𝘀𝗲 • Coached and trained team on technical and business aspects • Handled logistics and inventory for PC refresh • Worked constantly with the customer to ensure clear communication and coordination • Windows OS, standard office applications, Business Objects, proprietary applications, SQL and Oracle database front\-ends • = Contract concluded successfully
- **𝗖𝗵𝗶𝗲𝗳 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿 at Relentless Technologies** (2007\-06\-01–2009\-11\-01) — Technical research, design and experimentation in support of patents, patent applications
- **𝗜𝗧 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 at Bolo Systems, Inc\.** (2006\-06\-01–2007\-05\-01) — Onsite/phone support of laptops, Blackberry, DHCP, TCP/IP, VPN, networking, firewall, proprietary LDAP applications • Updated and edited knowledgebase and FAQ items with best practices as found • Connected remotely into customer systems to allow developers to provide application patches • Maintained documentation of various VPN methods for external organizations\. • \- Laid off
- **𝗛𝗲𝗹𝗽𝗱𝗲𝘀𝗸 𝗔𝗻𝗮𝗹𝘆𝘀𝘁 𝗜𝗜 at Ameriquest** (2005\-04\-01–2006\-05\-01) — Helpdesk for proprietary financial application support\. • The end users were highly skilled financial professionals who supported Ameriquest external customers\. • 𝗣𝗹𝗮𝘆𝗲𝗱 𝗮 𝗸𝗲𝘆 𝗿𝗼𝗹𝗲 𝗶𝗻 𝘁𝗵𝗲 𝗶𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝘁𝗵𝗲 𝗵𝗲𝗹𝗽𝗱𝗲𝘀𝗸 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲𝗯𝗮𝘀𝗲\. • 𝗧𝗵𝗶𝘀 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲𝗯𝗮𝘀𝗲 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗲𝗱 𝘁𝗲𝗮𝗺 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆 𝗮𝗻𝗱 𝗿𝗮𝘁𝗲 𝗼𝗳 𝗳𝗶𝗿𝘀𝘁\-𝗰𝗮𝗹𝗹\-𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻\. • Peregrine Svc Center, LDAP, Windows OS, Blackberry, Citrix, web portals, financial applications, real estate applications • \- Laid off
- **𝗜𝗧 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 at Dynamics Research Corporation** (2004\-04\-01–2004\-09\-01) — Member of 2\-person team – travelling onsite for various counties in CO for DHS server backup 	and UPS support\. • Tier III/IV State Helpdesk, supporting Windows OS, LDAP, web portals, various DB front\-ends • = Contract concluded successfully
- **𝗟𝗲𝗮𝗱 𝗛𝗲𝗹𝗽𝗱𝗲𝘀𝗸 𝗔𝗻𝗮𝗹𝘆𝘀𝘁 at HP** (2002\-08\-01–2002\-12\-01) — Lotus Notes Lead for Tier II and III, across a user\-base of 20,000 Notes clients • 𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘇𝗲𝗱 𝗮𝘀 𝗠𝗩𝗣 𝗼𝗳 𝘁𝗵𝗲 𝗤𝘂𝗮𝗿𝘁𝗲𝗿 𝗳𝗼𝗿 𝗱𝗲𝗱𝗶𝗰𝗮𝘁𝗲𝗱 𝗵𝗲𝗹𝗽𝗱𝗲𝘀𝗸 𝘁𝗼 𝗙𝗼𝗿𝘁𝘂𝗻𝗲 𝟱𝟬𝟬 / 𝗝𝗼𝗵𝗻𝘀𝗼𝗻 𝗖𝗼𝗻𝘁𝗿𝗼𝗹𝘀 • 𝗜𝗻𝗰𝗿𝗲𝗮𝘀𝗲𝗱 𝗵𝗲𝗹𝗽𝗱𝗲𝘀𝗸 𝗲𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆\* 𝗯𝘆 𝗷𝘂𝘀𝘁 𝗼𝘃𝗲𝗿 𝟮𝟬% 𝗶𝗻 𝟰 𝘄𝗲𝗲𝗸𝘀\. • \(\*𝗯𝗮𝘀𝗲𝗱 𝗼𝗻 𝘁𝗿𝗮𝗰𝗸𝗲𝗱 𝟭𝘀𝘁𝗖𝗮𝗹𝗹 𝗥𝗲𝘀𝗼𝗹𝘃𝗲 𝗺𝗲𝘁𝗿𝗶𝗰\) • Supported Lotus Notes \(primarily\) on Windows OS, intranet portals, LDAP • = Contract concluded successfully
- **𝗦𝗲𝗻𝗶𝗼𝗿 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 at Gateway** (1998\-04\-01–2002\-03\-01) — 𝗗𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗲𝗱 𝟭𝟬𝟬% 𝗙𝗶𝗿𝘀𝘁\-𝗧𝗶𝗺𝗲 𝗥𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 ~𝟰 𝗺𝗼𝗻𝘁𝗵𝘀, 𝗮𝗹𝗹 𝗵𝗮𝗿𝗱𝘄𝗮𝗿𝗲 𝗮𝗻𝗱 𝘀𝗼𝗳𝘁𝘄𝗮𝗿𝗲\. • 𝗜𝗻𝗰𝗿𝗲𝗱𝗶𝗯𝗹𝗲 𝘂𝘀𝗲𝗿 𝘀𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 𝗮𝘀 𝗮 𝗿𝗲𝘀𝘂𝗹𝘁\. • As a call center rep\- this is an amazing feat\. • Lead role in helpdesk implementation, training and team metrics, monitoring and reporting\. • Wrote training manuals and documents, including troubleshooting guides, Windows guides, user FAQs, AS/400 training manual for management, technical guides, and more • Managed internal project to mentor technicians for A\+ Certification • Supporting hardware, software, Windows OS, USB peripherals, printers, networks, internet, games, exotic analog/digital audio setups \(i\.e\. • Dolby 5\.1 and 7\.1\), multiple screens, etc\. • \- basically EVERYTHING until the point of problem was defined as OUT OF SCOPE • \- Laid off
- **𝗡𝗲𝘁𝘄𝗼𝗿𝗸 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 at Network Communications Group** (1997\-01\-01–1998\-01\-01) — Onsite as outsourced external IT, supporting a variety of networks, users, configurations, and environments\. • ARCServe and BackupExec data backup/restoration software\. • Supported Novell, Windows domains, Citrix, multi\-user financial apps, Lotus Notes, OS2, CBT systems, network printing, internet security • \- Laid off
- **𝗟𝗲𝗮𝗱 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 at Random Access/Entex** (1994\-07\-01–1997\-01\-01) — Onsite Customer Support Professional, 𝘄𝗮𝘀 𝗽𝗿𝗼𝗺𝗼𝘁𝗲𝗱 𝘁𝗼 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱 • Lotus Notes/Windows deployment & support \(MCI\) for 3,500 users/machines • 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱 𝗶𝗻 𝗺𝗶𝗴𝗿𝗮𝘁𝗶𝗼𝗻 𝗶𝗻 𝗵𝗼𝘀𝘁𝗶𝗹𝗲 𝗲𝗻𝘃𝗶𝗿𝗼𝗻𝗺𝗲𝗻𝘁\.\.\. • Macintosh \-&gt; Windows conversion & support \(USWest\) 400 users/machines • Supported Windows OS, MS Office, Adobe, proprietary applications

## FAQ

### What does Ben do?

Ben is an IT Systems Engineer with experience in enterprise escalations, complex troubleshooting, incident management, root\-cause analysis, support operations, documentation, automation, training, and process improvement\. He works across Windows, cloud, mobile\-user, network, identity, security, and business\-application environments\.

### What are Ben’s strongest professional capabilities?

Ben’s core strengths include IT system escalations and support, root\-cause analysis, durable case\-and\-fix documentation, first\-contact resolution, customer satisfaction, coaching, team building, information sharing, interdepartmental collaboration, and technical\-process documentation\. He emphasizes understanding user needs, researching complex issues across teams, and resolving recurring problems rather than simply closing tickets\.

### What does Ben do at Relentless Technologies?

At Relentless Technologies, Ben serves as Chief Engineer and performs technical research, design, and experimentation in support of patents and patent applications\.

### What did Ben accomplish in Infosys critical\-response roles?

At Infosys Limited supporting the Blue Cross Blue Shield Association and its 36 BCBS companies, Ben was a Critical Response Team Manager and Major Incident Manager\. He led critical\-response calls with executives, directors, and engineers to restore service, ensured documentation of affected configuration items and impact, prepared incident summaries, monitored PRBs, RCAs, and incidents for SLA handling, analyzed recurring trends, and worked with teams on compliance and continuous improvement\. Ben also solely created each functional production\-deployed Nanoheal enterprise\-workstation automated solution, resolving more than 14 prevalent recurring support issues and reducing support\-center load\.

### What did Ben support for Movement Mortgage?

At Infosys Limited supporting Movement Mortgage, Ben remotely handled escalated cases involving Windows operating systems, Azure AD, SSO, MFA, Okta, Azure, Microsoft 365, VPN, PuTTY, SSH, PowerShell, RBAC, PIM, PAM, just\-in\-time access, SAML, OAuth, Intune, SCCM, MECM, MDM, and additional software and hardware devices\.

### What did Ben accomplish for GlobalFoundries as a PMO Business Analyst?

As a PMO Business Analyst at Infosys Limited supporting GlobalFoundries, Ben helped build a PMO and consolidate project and PPM data into ServiceNow\. He worked with business units, PMO, champions, senior leadership, and project, demand, and resource managers defined workflows, reporting requirements, and thresholds documented training and FAQ materials analyzed change impacts including GDPR considerations trained managers and collected UAT feedback\. Ben contributed to the successful phase 1 IMIT launch, after which the PMO moved from IT to senior leadership\.

### What did Ben support as a GlobalFoundries Desktop Support Engineer SME?

As a Desktop Support Engineer SME supporting GlobalFoundries through Infosys Limited, Ben provided remote support for Windows 10, Azure AD, SSO, MFA, PKI, SSL certificates, specialized applications, Google, RDP, VPN, PuTTY, SSH, PowerShell, remote\-control and communication systems, Intune, SCCM, and ServiceNow\.

### What did Ben do at Miba Sinter Group?

At Miba Sinter Group, Ben inventoried network and server systems documented VMware vSphere virtual machines, switch and router configurations, interfaces, switch ports, VLANs, and servers standardized Active Directory corrected folder\-permission issues and configured Polycom/VoIP and iPECS\. He worked with Windows Server, PuTTY, SSH, RDP, VPN, Azure AD, Active Directory, GPO, and Cisco systems\. The contract concluded successfully\.

### What did Ben do at Bolo Systems?

At Bolo Systems, Inc\., Ben provided onsite and phone support for laptops, BlackBerry, DHCP, TCP/IP, VPN, networking, firewalls, and proprietary LDAP applications\. He updated knowledge\-base and FAQ content, remotely connected to customer systems for developer application patches, and maintained documentation for external\-organization VPN methods\. His position ended in a layoff\.

### What did Ben accomplish at Ameriquest?

At Ameriquest, Ben supported proprietary financial applications used by highly skilled financial professionals serving external customers\. He played a key role in implementing the helpdesk knowledge base, which increased team productivity and first\-call\-resolution rates\. His support included Peregrine Service Center, LDAP, Windows, BlackBerry, Citrix, web portals, financial applications, and real\-estate applications\. His position ended in a layoff\.

### What were Ben’s roles at Dynamics Research Corporation and Network Communications Group?

At Dynamics Research Corporation, Ben worked on a two\-person team traveling to Colorado counties for DHS server\-backup and UPS support, and provided Tier III/IV state helpdesk support for Windows, LDAP, web portals, and database front ends\. The contract concluded successfully\. At Network Communications Group, he provided outsourced onsite IT support across varied networks and environments, including ARCServe, BackupExec, Novell, Windows domains, Citrix, financial applications, Lotus Notes, OS/2, CBT systems, network printing, and internet security that position ended in a layoff\.

### What did Ben achieve at HP?

At HP, Ben was the Lotus Notes Lead for Tier II and III support across 20,000 Notes clients\. He was recognized as MVP of the Quarter for dedicated helpdesk service to Fortune 500 company Johnson Controls and increased tracked first\-call\-resolution efficiency by just over 20% in four weeks\. He supported Lotus Notes, Windows, intranet portals, and LDAP\. The contract concluded successfully\.

### What did Ben do at Random Access/Entex?

At Random Access/Entex, Ben was promoted from onsite Customer Support Professional to Team Lead\. He supported Lotus Notes and Windows deployment for 3,500 MCI users and machines, led a migration in a hostile environment, and supported a Macintosh\-to\-Windows conversion for 400 USWest users and machines\. His work also included Windows, Microsoft Office, Adobe, and proprietary applications\.

### What did Ben accomplish at Anatomy IT?

At Anatomy IT, Ben provided advanced remote support for escalated cases across healthcare organizations’ Windows Server environments\. He used ConnectWise and client\-required secure\-access tools, performed manual and automated Event Viewer analysis, correlated software, hardware, and network events, and resolved multi\-year recurring outages that prior teams had not identified\. He received multiple written commendations from administrators and partner engineers\.

### What did Ben do at Zones?

At Zones, LLC, Ben served as an MS365 Premier Support Escalations Engineer Lead supporting Office 365 for Microsoft customers\. He was assigned overdue SLA cases to bring them to resolution and focused heavily on email and data\-retention\-policy and litigation\-hold cases\. His work involved research with client IT and compliance teams, correcting intended and overlapping retention policies, mailbox quotas, and sizes while preserving legally protected litigation\-hold data\. He used ServiceNow, PuTTY, SSH, Exchange, Azure AD, GPO, and PowerShell, and received a LinkedIn recommendation from his manager\.

### What did Ben do at GE Power?

At GE Power, Ben supported Windows 10 and Windows 7 Dell laptops, drive encryption, data preservation, malware and compromised systems, Active Directory and Group Policy liaison work, and legal\-hold systems\. He was initially hired to support video conferencing and systems in The Lounge, although video\-conference support later moved to another organization\. He used ServiceNow, Windows, Azure AD, Active Directory, GPO, VPN, information\-security, backup and restoration, and RDP tools\. His position ended in a layoff\.

### What did Ben accomplish in the Mayo Clinic NOC?

At Mayo Clinic, Ben was the sole night\-shift NOC engineer for virtually all third shift from Thursday through Sunday, with on\-call resources available, during Cisco ISE implementation\. He supported a Cisco 7000\-to\-9000 switch migration and identified Cisco TrustSec duplicate\-IP\-address errors caused by IP Device Tracking, earning “\!\!\!” praise from a System Architect\. He monitored, supported, troubleshot, and configured infrastructure serving 500 buildings and 10,000 stated network devices\. The contract concluded successfully\.

### What did Ben do at Autotask Corporation and Symantec?

At Autotask Corporation, Ben was tasked with optimizing support\-desk operations, documenting best practices, improving processes, and advising managers and directors on tools and process options\. His recommendations were adopted and significantly improved team FCR and CSAT metrics\. The contract concluded successfully\. At Symantec, he supported PGP Universal Server encryption for email, PGP, PKI, and certificates published validated best practices to the knowledge base coordinated with other product\-support teams and supported primarily Windows, plus some Linux and macOS, using Salesforce for calls and cases\. His Symantec position ended in a layoff\.

### What did Ben accomplish at Dell and Gateway?

At Dell, Ben led the Colorado team for Anthem Blue Cross Blue Shield’s national enterprise PC refresh\. He received “a sea of kudos” for his work, documented and defined refresh processes, developed best\-practice steps and trained the national team, coached the Colorado team, handled logistics and inventory, and coordinated closely with the customer\. The contract concluded successfully\. At Gateway, Ben documented 100% first\-time resolution for approximately four months across hardware and software support, led helpdesk implementation, training, metrics, monitoring, and reporting, authored extensive training and troubleshooting materials, and mentored technicians toward A\+ certification\. His Gateway position ended in a layoff\.

### What certifications does Ben hold?

Ben holds the Microsoft Identity and Access Administrator Associate, Cisco CCENT, CompTIA Network\+, CompTIA A\+, Novell NetWare 4\.11 Administrator CNA, Lotus Notes 3\.x Administrator, Windows 2000 WinBench, HP Basic LaserJet Printers, and Windows 95 MCP certifications\.

## Links

- LinkedIn: https://www\.linkedin\.com/in/benb59

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