Benjamin Riddle

Friendly and highly skilled Systems Administrator dedicated to driving innovation and optimizing IT processes to provide the best possible customer service.

Adept at maintaining patient, empathetic communication and a positive attitude even in stressful situations.

Confident and resourceful, with passion for technology and leadership. Possesses deep understanding of IT infrastructure and project management, proficient in systems administration and issue resolution.

• Became senior-most Help Center member / de facto team leader after only nine months in the role.
• Personally chosen to oversee the design and implementation of Jira Service Management in order to conform to best practices and better serve the organization as a whole.
• Presented implementation status and improvement roadmap of new Jira Service Management system at weekly Q&A meetings, as well as quarterly department meeting.
• Facilitated positive communication amongst Help Center, Client Technologies, Field Support, Network, and IT Security teams.
• Selected to be a leading voice in the discovery and implementation of AI tools.

Kentucky Farm Bureau, Louisville KY

Help Desk Technician I (June 2022 - March 2024)

Help Desk Technician II (March 2024 - November 2024)

• Improved user experience with attentive customer service and a solution-oriented mindset.
• Provided support to users in every office across Kentucky, demonstrating flexibility and adaptability in problem-solving.
• Served as a knowledgeable resource for colleagues seeking advice on complex technical problems.
• Developed strong relationships with others in the company through excellent communication skills, earning respect as a trusted advisor on IT-related matters.

Kentucky Farm Bureau, Louisville KY

Systems Administrator I (November 2024 - Current)

• Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.
• Fostered culture of continuous improvement, encouraging feedback on IT systems and implementing enhancements.
• Mentored teammates and offered constructive feedback for performance improvement.
• Increased team productivity by automating routine tasks, allowing more focus on strategic projects.
• Reduced Help Center tickets, proactively addressing recurring issues and implementing long-term solutions.

Atlassian Professional Certifications

• ACP-120 Jira Administration for Cloud Certification
• ACP-420 Managing Jira Service Projects for Cloud Certification
• ACP-620 Managing Jira Projects for Cloud Certification

• Amicable
• Patient
• Kind
• Creative
• Independent
• Self-Motivated
• Accountable
• Communicative
• Resilient
• Loyal