Benjamin Harmon

• Provide frontline technical support for customers experiencing in-game issues, account concerns, and system troubleshooting.
• Utilize Zendesk and other ticketing systems to track, prioritize, and resolve customer inquiries efficiently.
• Diagnose and resolve software, network, and account-related issues to enhance user experience.
• Collaborate with internal teams to escalate and resolve critical technical problems.
• Maintain a high customer satisfaction rating by delivering clear, effective solutions.

• Facilitated communication with payer providers by filling out forms to address fraudulent claims, leading to a 20% reduction in financial risk within 90 days.
• Investigated and kept track of 100+ potential fraud cases, using data verification and acute attention to detail, strengthening the integrity of financial operations.
• Analyzed daily operations and billing issues to detect fraud promptly, ensuring a 24-hour response window to mitigate risks and safeguard client assets.
• Collaborated with administrative support teams to implement fraud prevention strategies, leading to a 25% decrease in fraudulent incidents within 2 months.

• Troubleshot and resolved 300+ technical issues related to Canvas LMS, ensuring a seamless experience for educators and students.
• Provided timely support via phone, live chat, and email, managing 15% of interactions using Salesforce and other systems.
• Diagnosed and addressed system performance issues, improving resolution time by 20%.
• Assisted in training end-users on software functionality, reducing repeat inquiries by 15%.
• Recognized for maintaining a 97%+ customer satisfaction rate through effective problem-solving and communication.

• Contributed to positive and welcoming clinic atmosphere, greeting patients warmly and providing assistance as needed.
• Built rapport with patients, fostering trust and open communication throughout their rehabilitation journey.
• Prepared for sessions by setting up patient treatment areas and equipment.
• Assisted in the performance of Ultrasounds, massages, and other operations.
• Enhanced therapeutic effectiveness with application of modalities such as heat, ice, and electrical stimulation under therapist guidance.
• Monitored patient safety during treatments by diligently observing their movements and adjusting equipment settings accordingly.
• Enhanced patient recovery speed by assisting with therapeutic exercises and activities.
• Streamlined daily operations through effective scheduling, appointment management, and coordination with other healthcare professionals.

Relevant Coursework: IT 102 - PC Hardware Technician, CS 104 - Python Scripting, IT 125 - Introduction to Information Technology, IT 235 - Cloud Server Administration, IT 255 - Networking Fundamentals