Benjamin Irving Email & Phone Number

Annapolis, Md, Us

Maryland, United States

-Managing two separate telephony systems while the company migrates to a new vendor.-working with Partner team and Stakeholder to implement a Omni-channel service from five9, which includes voice, sms, chat.-Guided team members to successfully execute initiatives aimed at enhancing communication with our customers-Initiated comprehensive review of existing call flows to identify inefficiencies, ensuring seamless transition to the new telephony system.

Maryland, United States

-Led the standardization and auditing of internal documentation, driving consistency across team and stakeholder materials.-Streamlined internal processes, mentored new hires, and developed training materials, including walkthrough videos.-Directed the integration of advanced VoIP technology to improve call structure and system capabilities like the implementation of a callback solution.-Developed an AI model to educate stakeholders on TalkDesk’s Agent Assist feature.-Executed system-wide audit through the reduction of ~300 phone lines and ~1,500 ring groups resulting in a cost reduction of ~$5,000/year. -Led stakeholder discussions to align business objectives with service delivery roadmaps.

Maryland, United States

- Resolve internal technical issues for 2U’s 5,000 globally employees, both in person and remote. -Work with new hires and internal transfers to provision access to systems necessary for core job function(s).-Assist with the onboarding and training of new team members in HQ, NYC & Capetown locations. -Build out and maintain training videos and materials to help support end users. -Work closely with stakeholders to ensure seamless implementations of hardware and software.-Selected to assist with the migration of 2U systems and platforms into the South Africa office. -Conduct periodic audits on web tools and applications to ensure cost efficiencies and accurate tracking of account information. -Manage our hardware procurement, enrollment and deployment.

Maryland, United States

-Resolve internal technical issues for 2U employees Globally, both in person and remotely. -Work with new hires and internal transfers to provision access to the systems necessary for core job function(s).-Assist with the onboarding and training of new team members in HQ, NYC & Capetown locations. Build out and maintain training videos and materials to help support our end users. -Work closely with end users, Stakeholder and customer ensure hardware/ software implementation is to their satisfaction.-Selected to assist with the migration of 2U systems and platforms into the South Africa office. -Conduct periodic audits on web tools and applications to ensure cost efficiencies and accurate tracking of account information.

Washington D.C. Metro Area

•Recommend software and hardware purchases. Design desktop/laptop interfaces based on consumers’ needs. •Assist customers in determining whether their hardware could be salvaged through repairs or if new hardware should be purchased.•Application/hardware support.•Technical phone support.•Provide consumers with detailed instruction on the use of different applications, such as Excel and Adobe Photo Suite. •Identify and implement both primary and secondary methods of security to provide information security and data reliability, such as scheduling malware scans and/or configuring Raid setup.

Richmond, Virginia Area

•Deliver hands-on technical support for hardware and software issues to both internal and external clients.•Order and verify new hardware shipments, using HP Service Manager, to ensure hardware arrived by new hire start date. •Provide Helpdesk and Desktop support to over 300 new end-users.•Administration via Active Directory, including creating account permissions, security, access to mailboxes, GitHub, Metadata/ Teradata and Slack, Skype and VPN for various configurations, i.e.•Coordinate with the Data Stewards and Data Analysts to mitigate risk by managing the dissemination of sensitive customer information.

Rockville, Maryland

•Responsible for routine animal husbandry with both nonhuman primates and rodents including new/old world monkeys, mice (1500 at a time), rats (56 at a time), thicket rats (250 at a time), and ferrets (180 at a time).•Assist investigators in collecting research data for various studies.•Perform daily animal health surveillance check evaluations for over 2000 animals. •Document abnormalities of animal behaviors and symptoms.•Train new hires on SOPs, safety procedures and quality assurance guidelines for animal care at all levels of biohazard containment.•Work non-business hours to ensure the utmost care for the animal, and administering time sensitive medication/injection (depending on the experience parameters).

Olney, Maryland

• Assisted with maintenance and repair of pool motor/pump systems, bathhouse, and the office facilities• Conduct inspections to ensure the facility met and maintained public health safety and fire code standards• Supervise a team of up to 15 employees to ensure public safety rules and regulations in a high-stress environment.• Coordinated training session for life-saving skill to ensure the team would be able to perform well in a stressful situation • Able to run and troubleshot Point of sale program to ensure the utmost customer service

Rockville, Maryland

•Manage a team of staff members and up to 30 children. •Responsible for tracking weekly finances including registration, and other additional fees •Organizing a well thought out schedule for each weekly session, which including not limited to swimming lesson, lifeguard training, and diving practice • Communicate with parents regarding camp registration, behavioral issues, and general concerns regarding the camp program