Ben Borgert Email & Phone Number

Sartell, Mn, Us

Maple Grove, Minnesota, United States

Plymouth, Minnesota

• Position Held: Service Delivery Manager• General Responsibilities: 40% advanced-level technical support, 60% team management and client relationship management. • Examples of Work Performed: o Provided timely feedback to team members regarding job performance to drive efficiencyo Served as technical escalation point (alongside Technical Lead) for advanced technical troubleshooting related to enterprise-level desktop, server, network, and cloud environments o Provided strategic insight to clients to help drive IT-related decisionso Provided team members with constructive feedback to help them grow in their position and shape their careers.o Management of multiple client M365 environments including hybrid-Exchange, Azure AD, and Azure Cloud servers.o Proactively drove process improvements and policy changes, while striving for continual improvement.o Project Management and assisted with technical implementation for: Server 2016 Terminal Server environment, Exchange to Office 365 Migration, and Multifactor Authentication (MFA) Integration• Systems Supported: Windows Server 2008 – 2016, Windows 7/10, MacOS 10.13 – 11.5, Hyper-V, VMWare, Veeam Backup, Meraki, Fortigate, Cradlepoint, QNAP backup devices, Server 2010 and 2016 Terminal Server• Notable Accomplishments:o Held Position of Interim Director of Managed Services for 10 months until full-time replacement could be found.o Saved the company almost $80k/year through a simple change in the payroll schedule

I supervised a Call Center team focused on supporting clients with Mac computers in their environment.

St. Cloud, Minnesota Area

Provided Escalated support for a variety of issues from Windows desktop support to Server management.

Manage a team of 13 technicians and make sure they have the tools, training and feedback to optimally perform in their jobs.Regularly communicate with Executive level personnel regarding service-related issues.Major Accomplishment: Worked with my team to reduce average customer hold time from over 3 minutes to under 90 seconds while maintaining customer satisfaction.

As a Technical Team Lead I assisted the Customer Service Manager in his duties including dispatching field technicians and handling sensitive customer issues. Additionally, I helped review employee performance.

Worked on Escalated customer requests. Essentially was the first line of assistance for Technical CSR 1 technicians. I also lead the training of incoming technicians.