Ben Menges Email & Phone Number

Madison, Wi, Us

Madison, Wisconsin Area

Provided second level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for Data Center clients. Supported co-located or managed servers and networks, remotely monitored systems and networks, CDW applications. Performed planned network and system changes and upgrades. Configured network devices and servers according to CDW standards. Followed the processes and procedures defined… Show more Provided second level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for Data Center clients. Supported co-located or managed servers and networks, remotely monitored systems and networks, CDW applications. Performed planned network and system changes and upgrades. Configured network devices and servers according to CDW standards. Followed the processes and procedures defined in the CDW Standard Operating Procedures manual (SOP). Monitored assigned technology queue(s) and process tickets according to the CDW SOP manual. Took ownership of the request/problem until it is resolved or escalated. Kept the customer informed throughout the process and follow-up with customers to assure satisfaction. Performed troubleshooting to isolate and diagnose client technical issues. Responded to the needs and questions of the clients concerning their network resources.Key Achievements:∙ Promoted to L2 Generalist Queue Lead after 9 months∙ Promoted to Shift Lead after 18 months∙ Led training coordination efforts with Technology teams∙ Received Cheers Award February 2013 Show less

Held numerous positions throughout The Configuration Area including Troubleshooter, ImageAdministrator and Enterprise Configuration Area Software Technician. Became highlycertified. Provided outstanding quality and productivity on custom installations(printers, desktops, and servers). Maintained high level of customer service by helpingaccount managers resolve installation issues. Communicated to Supervisors and Team Leadersabout priority orders in the area and contacted… Show more Held numerous positions throughout The Configuration Area including Troubleshooter, ImageAdministrator and Enterprise Configuration Area Software Technician. Became highlycertified. Provided outstanding quality and productivity on custom installations(printers, desktops, and servers). Maintained high level of customer service by helpingaccount managers resolve installation issues. Communicated to Supervisors and Team Leadersabout priority orders in the area and contacted account managers when orders werecompleted. Helped troubleshoot installation issues along with hardware and softwareissues.Key Achievements:* Named Most Valuable Player for the month of October 2009 and April 2010* Led installation efforts on Cisco routers, Sun servers, and special projects* Recognized as one of the highest daily build producers at CDW* Promoted to MCA (Main Configuration Area) Troubleshooter position after fifth month ofemployment and elected as Most Valuable Player after first month* Built desktop computers and servers from scratchCreated spreadsheet utilities to quickly find installation issuesReceived Cheers Award September 2010 Show less

Provided outstanding customer server by working closely with external clients to quicklypinpoint and resolve their issues with e-mail, web site, and internet connectivity.Monitored Unix servers for errors and corrected problems as they arose Key Achievements:* Created numerous user accounts on Unix and Linux servers for customers to access e-mail, ftp, and telnet* Developed and updated web sites for customers* Facilitated backup services for co-located… Show more Provided outstanding customer server by working closely with external clients to quicklypinpoint and resolve their issues with e-mail, web site, and internet connectivity.Monitored Unix servers for errors and corrected problems as they arose Key Achievements:* Created numerous user accounts on Unix and Linux servers for customers to access e-mail, ftp, and telnet* Developed and updated web sites for customers* Facilitated backup services for co-located customers* Trained level 1 and 2 tier support technicians Show less

Bachelor Of Science, Technical Management

Associate Of Applied Science Degree, Computer Network And Systems Administration