Ben Benoit Email & Phone Number

Collegeville, Pennsylvania, United States

• Led the Digital On Demand Content Team (10+ contractors) in delivery of content to provide issue resolution to reduce user downtime and decrease Service Desk ticket costs for Pfizer
• Worked with SMEs to create/modify content leveraging existing Knowledge Management tools and processes in order to improve the end user support experience and drive improved content
• Ensured knowledge content adhered to Pfizer’s Knowledge Content Standards for Self-Service with a specific focus on writing effectively for end users
• Supported Pfizer’s growing culture of self-service by partnering with Service Owners and Key Business Stakeholders to improve Pfizer Digital services based on client feedback and operational metrics
• Continuously monitored self-service and knowledge management trends, client feedback, support metrics, and best practices to make recommendations to refine and improve departmental strategy
• Managed departmental budget including forecasting, accruals, monthly transaction report reconciliation, and PO management

• Worked with SMEs to create/modify content leveraging existing Knowledge Management tools and processes in order to improve the end user support experience and drive improved content
• Ensured knowledge content adhered to Pfizer’s Knowledge Content Standards for Self-Service with a specific focus on writing effectively for end users
• Supported Pfizer’s growing culture of self-service by partnering with Service Owners and Key Business Stakeholders to improve Pfizer Digital services based on client feedback and operational metrics

• Managed a multi-level Documentum Support team that provided application and platform support for multiple Documentum systems
• Coordinated deployment of vendor patches
• Responded to escalations by customers and coordinate their resolution
• Provided oversight for the support process and modify as necessary
• Reviewed weekly and monthly metrics for inefficiencies and modify staffing levels as needed
• Onboarded/Offboarded contracted resources

• Led team members in completing operational tasks, such as performance investigations and metrics reporting
• Provided advanced level support 24x7 for multiple Documentum systems
• Coordinated all investigations related to Documentum system performance worldwide, including coordination with infrastructure and database organizations
• Complied with all required SOPs in the daily completion of job duties
• Managed 13 automated computers running synthetic Documentum transaction scripts once every 30 minutes
• Provided monthly and ad hoc reports on data generated from synthetic transactions, which were used for performance investigations or as an update to upper management on system performance

• Member of the Development team responsible for implementing new functionality, as well as debuggingany code errors encountered.
• Managed multiple projects for implementation into a GMP system
• Managed a contractor resource for an extended project
• Provided 24x7 support of the GCMS manufacturing Documentum system
• Designed, tested and installed system code to implement new functionality as requested by customersthrough service requests
• Debugged application code that was encountering errors and installed upgraded code

Member of the Client Services, Service Request Center team that processed and assigned all service requests to the appropriate Project ManagerEnsured that Service Requests were processed accurately and efficiently to meet established 24-hour processing SLAResponded to Client issues via voicemail or email in a timely and professional mannerEnsured effective.

Bachelor Of Science - Bs, Information Systems

Associate'S Degree, Business Administration