Ben Leal Email & Phone Number

Hurst, Texas, Us

 Defined and implemented physical network, WIFI deployment, camera and physical access control systems. Established a redundant internet solution, leveraging an SD-WAN solution which enabled zero network downtime and the company to seamlessly make full use of both connections at the simultaneously. Migrated email and account management service from G-Suite to Microsoft 365 Deployment and education in the use of Microsoft 365 and Teams. Developed device deployment system by leveraging M365 Intune/Endpoint Management/Autopilot, Apple Business Manager and JamfNow to reduce deployment time and standardize images for PC, Mac and iOS. Implemented secure email filtering and encryption. Deployed security awareness training to staff, increasing their cybersecurity knowledge to help protect the company data and their personal information. Provide technical support to onsite and remote staff at all levels of the organization. Provide research and recommendations for new technology, advise on technology projects and act as intermediary between staff and 3rd party solution providers. Identify cost effective hardware and opportunities for cost reduction.

 Advising C suite, City Administrators, Directors on needs of organization, budgeting and implementing of improvements needed to bring systems to modern standards or gain improvements.  Drive sales through listening to customer needs and advising on best options for achieving their goals Problem resolution and proactive preventative maintenance Hardware, software, Windows server, desktop operating system installation, configuration, troubleshooting Performed multiple migrations from on-premises or web-based email services to Office 365 Facilitate the planning and implementation of VoIP solutions

www.blendedlightllc.com

Redmond, Washington, Us

Impact: Improvements in user satisfaction, efficiency, customer experience, cost savings, improved system designLeading cross org solution development of new incident management tools through collaboration and diverse teams of virtual, direct reports (5) spanning global sites.Identified changes needed to improve customer time to resolve issues, shorten time to get help, improve engagement with engineersIdentified changes needed to improve internal user satisfaction with tools, improve efficiency, reduce costs globally across 9k usersImplemented Scenario Focused Engineering (SFE) methodology for expressing user needs through Direct observation (contextual inquiry), capturing user needs (affinity mapping), evaluation of current processes/systems to create User Centered Designs (As Is/To Be state scenarios)

Redmond, Washington, Us

Impact: Consistency of customer experience globally, Improved user collaboration, simplification of systems management, operational cost savings, quantification of process impact/valueConsolidation of 750 processes for 5 regional organizations down to 50 global processes.Defined requirements for unified workflow tool based on core global processesDrove definition of process measurement framework calculating impact/value of process change resulting in 2% reduction in laborCreated global repository for managing process, policy information reduction of time locating guidanceImplemented monthly process, policy, offerings and tools training program for 9K+ engineers/managersKnowledge Centered Support (KCS) initiative to integrate Knowledge and Incident Management systems Built diverse, globally distributed directs reports of 8 process program managers and 7 virtual regional process leads

Redmond, Washington, Us

Impact: Cost reductions in support, standby premium pay, increased customer responsiveness, increased staff moraleExpanded resource pool, increase availability of higher skilled support staff by moving afterhours volume to sites during normal business hoursReduced costs for 24x7 delivery eliminating costly on-call shifts and replacement of ineffective translation vendor for lower cost, higher quality, vendor with expanded language set and hours of coverageDefined/Centralized process and policy Content for 24x7 support operations.Project managed implementation of Critical Situation Management, creation of support site in Cairo, Egypt dedicated to MEA developers and on-time onboarding 2 new vendors and 10 sites, in 60 days.Conducted site assessment for support expansion into Eastern Europe.

Redmond, Washington, Us

Impact-----------------------------Customer satisfaction 68% to 73%, abandonment rates to 1% with 11% volume increase, closure rate 3% to 43%, 71% closed on first contact, 87% Organization Health Index score-----------------------------What-----------------------------Deliver customer support 7nights a week, 24hrs Sat/Sun.Developed new metrics and reports to show performance and value of engineers.-----------------------------How-----------------------------Building forecastsShift schedule optimizationScheduled 4hrs of weekly trainingAdjust staffing between 27-48 fte/vendor as needed

Redmond, Washington, Us

First contact with customers, responsible for case creation and customer routing

Education record

Education record