Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Benjamin Gremillion

Prairieville,LA

Summary

Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.


Overview

23
23
years of professional experience
1
1
Certification

Work History

Help Desk Technician

Sparkhound
11.2022 - Current
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Streamlined help desk processes for increased productivity and improved response times.
  • Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
  • Supported end-users in various applications to optimize their productivity and performance.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
  • Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
  • Served as a knowledgeable resource for colleagues seeking advice on complex technical problems or projects.
  • Contributed to the development of internal knowledge databases to facilitate information sharing among team members.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.

Quality Assurance Analyst

PrO Unlimited Inc.
06.2021 - 11.2023
  • Enhanced software quality by conducting thorough testing and identifying areas for improvement.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
  • Improved product reliability by executing rigorous test plans and ensuring software met established requirements.

Assistant Manager

Peak-A-Boo Toys
10.2020 - 03.2021
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Grocery Manager

Breckenridge Market and Liquor
08.2017 - 10.2020
  • Increased customer satisfaction by implementing efficient inventory management and product rotation systems.
  • Streamlined store operations for more effective staff scheduling and task allocation.
  • Reduced employee turnover with effective training programs and supportive management practices.
  • Improved overall sales by identifying market trends and optimizing product selection.
  • Enhanced store presentation through regular merchandising updates and innovative display techniques.
  • Managed vendor relationships to ensure timely deliveries and consistent product quality.
  • Implemented loss prevention strategies, resulting in reduced shrinkage rates.
  • Coordinated with other departments for smooth cross-functional collaboration, enhancing overall store performance.
  • Optimized ordering processes to minimize stockouts while avoiding excessive inventory levels.
  • Delivered excellent customer service while managing daily operations, increasing repeat business from satisfied shoppers.
  • Delegated tasks and duties to grocery staff and clearly communicated timeframes for completion.

Systems Analyst/Programmer - Corporate Management Assistant

School Aids, Inc
07.2001 - 09.2014
  • Responsible for design, development, acquisition and operation of all mission critical business systems and applications for retail/wholesale education resource supplier
  • Duties included headquarters store and six multi-state sister locations, reporting directly to CEO/managing owner
  • Applications include web commerce, inventory, point of sale, accounting and other store support applications
  • Assisted with employee management and day to day operations both on a retail and corporate level, maintaining the company's website, developing in-house applications for the benefit of the company and its employees such as a customized time reporting punch in/out program and a sales recap tracking program which report together on both a desktop and mobile dashboard application, maintaining computers and the network, and studying different positions in the company and finding solutions to make the tasks assigned to those positions faster and more economical
  • Assisted in the design and layout of several retail stores, including floor plans, designing counter fixtures, electrical layouts, and network drops.
  • Streamlined system processes by identifying inefficiencies and implementing improvements, resulting in increased productivity.
  • Provided technical support to end-users, troubleshooting complex issues and resolving problems in a timely manner.
  • Optimized database performance through regular maintenance procedures, reducing downtimes and improving query response times.
  • Assisted in the development of project plans, including scope definition, timelines, resource allocation, and risk assessment.
  • Trained end-users on the proper use of newly implemented systems, increasing adoption rates and promoting efficient usage practices.
  • Presented technical solutions to non-technical audiences, effectively communicating the benefits and value of proposed projects and initiatives.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Improved systems with addition of new features and infrastructure.
  • Researched and adopted new technologies to add value to existing offerings.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Education

High school or equivalent -

Lee High School
Baton Rouge, LA
06.1997

Skills

  • Microsoft Office (10 years)
  • Web Development (10 years)
  • Grocery Management (1 year)
  • Retail Management (10 years)
  • System Administration (10 years)
  • Marketing (10 years)
  • SQL
  • Systems Analysis
  • Visual Basic
  • Java
  • Application Development
  • HTML5
  • MySQL
  • Operating Systems
  • Leadership Experience
  • Profit & Loss
  • Basic Math
  • Management Experience
  • Customer Service
  • Microsoft SQL Server
  • Computer Science
  • User Interface (UI)
  • Issue Resolution
  • Remote System Analysis
  • Technical Support Triage
  • Ticket Management
  • Help Desk Software
  • Application Support
  • Technical Documentation
  • Database Maintenance
  • Data backup and recovery
  • Technical troubleshooting
  • Remote support
  • Network support
  • Operating systems knowledge
  • Problem-solving

Certification

Microsoft Visual Basic Programming, Present, Louisiana State University (LSU)

Timeline

Help Desk Technician

Sparkhound
11.2022 - Current

Quality Assurance Analyst

PrO Unlimited Inc.
06.2021 - 11.2023

Assistant Manager

Peak-A-Boo Toys
10.2020 - 03.2021

Grocery Manager

Breckenridge Market and Liquor
08.2017 - 10.2020

Systems Analyst/Programmer - Corporate Management Assistant

School Aids, Inc
07.2001 - 09.2014

High school or equivalent -

Lee High School

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