Hi, I’m
Benjamin LeBlanc
Springtown,Tx
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network, hardware, and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
11
years of professional experience
Work History
PetDesk
Product Support Specialist
05.2022 - Current
Job overview
- Provided timely and professional responses to technical support requests, addressed client inquiries, diagnosed issues, and communicated via phone, email, tickets, and live chat platforms such as Zendesk and Salesforce.
- Collaborated closely with software engineers and developers to address intricate technical challenges, ensuring swift resolution and client satisfaction.
- Developed comprehensive product training materials to enhance understanding of services across the organization, facilitating smoother operations and client interactions.
- Employed active listening skills to discern the underlying business needs of clinics, enabling tailored and holistic solutions beyond immediate requirements.
- Identified and implemented opportunities to enhance assistance frameworks for clinics and Pet Parents, including creating and revising knowledge articles, disseminating resources among the team, and fostering constructive feedback loops for continuous improvement.
Accelerate
User Support Specialist
10.2021 - 01.2022
Job overview
- Managed incoming user tickets efficiently utilizing Zendesk and Intercom, ensuring timely resolution and high levels of customer satisfaction.
- Contributed to the generation of weekly Key Performance Indicator (KPI) reports, providing valuable insights to the management team.
- Facilitated knowledge dissemination by uploading content to the Learning platform via EdX and AWS, enhancing the proficiency of internal and external stakeholders.
- Collaborated closely with cross-functional development teams to identify and resolve system bugs promptly, fostering continuous improvement in product quality.
- Leveraged comprehensive web-based application troubleshooting expertise to provide effective support and guidance to users, ensuring seamless functionality and user satisfaction.
Global Healthcare Exchange
Service Desk Consultant
08.2018 - 10.2021
Job overview
- Addressed end-user IT issues promptly, ensuring swift resolution and minimal disruption.
- Developed and maintained knowledge base articles and tutorials to empower end-users for self-service support.
- Collaborated with hardware/software vendors for enhanced support when necessary.
- Delivered friendly and personalized assistance to end-users, prioritizing quality service.
- Partnered with various IT teams such as Networking and Information Security to streamline operations.
- Met enterprise service level agreements (SLAs) consistently.
- Orchestrated the implementation of new IT services, including equipment, cloud services, and software.
- Successfully led the migration from Windows 7 to Windows 10.
- Managed the transition from HipChat to Slack and the rollout of Zoom/Zoom Rooms.RingCentral
- Upgrading employees to new hardware
- Worked with HR to overhaul the entire internal On-Boarding process.
Electronic Arts
T2 Game Specialist
10.2013 - 06.2018
Job overview
- Managed over 30 technical and mission-critical calls daily, consistently meeting stringent service standards.
- Earned recognition for adept technical troubleshooting skills, effectively resolving complex issues swiftly and cost-effectively.
- Demonstrated deep understanding of computer systems, employing troubleshooting expertise to diagnose and resolve software malfunctions efficiently.
- Utilized effective troubleshooting techniques via phone and web messenger to identify and resolve technical issues promptly.
- Proficiently installed diverse software and provided recommendations for optimal hardware upgrades.
Education
Rouse High SchoolLeander, TX
High School Diploma
06.2012
University Overview
- Additional Courses: Advanced coursework in Internet and Network Security.
- GPA: 3.6
Skills
- O365 Admin
- Mac & JAMF management
- JIRA
- Okta/Okta MFA
- Microsoft Azure/Endpoint Protection
- Testing & Troubleshooting
- Team Leadership
- On-Boarding
- Effective Communication
- Managing multiple projects simultaneously
- Network Troubleshooting
- Remote Support
- Telephone support
- Hardware troubleshooting
Awards
- Impact Player Award: Given to Advisors that outperform the rest of their team.
- Knights of the Turn Around Table: Given to Advisors that start a difficult call and turn it around to receive a positive survey
Timeline
Product Support Specialist
PetDesk
05.2022 - Current
User Support Specialist
Accelerate
10.2021 - 01.2022
Service Desk Consultant
Global Healthcare Exchange
08.2018 - 10.2021
T2 Game Specialist
Electronic Arts
10.2013 - 06.2018
Rouse High School
High School Diploma
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