Benjamin Lutz Email & Phone Number

Greater Minneapolis-St. Paul Area

Respond to requests for lists, deliver reports, and provide support for the data team's data related projects using Structured Query Language (SQL) and SQL Server Reporting Services (SSRS).● Create and execute ad-hoc queries for lists and reports using SQL, SQL Server Reporting Services (SSRS), and Excel● Maintain data loads through SQL scripts and SQL Server Management Studio (SSMS) imports● Collaborate with Data team to maintain and enhance existing data reports using SQL and SSRS● Collaborate with internal departments, working with departments to identify data requirements, refine queries, and meet data needs

Greater Minneapolis-St. Paul Area

Provided Tier 2 technical software support, troubleshooting and resolving tickets escalated by Tier 1 technicians and Client Managers. This included researching issues, working with clients on the appropriate resolution for their situation, correcting technical issues, escalating advanced technical issues for development review, and programming requested features.● Tasked with working and troubleshooting tickets escalated by Tier 1 Technical Support agents andClient Managers on a first-in-first-out basis● Responded to payroll critical issues which demanded urgent, immediate attention● Utilized SSMS (SQL Server Management Studio) to perform the following functions:o Write billable one-time advanced querieso Perform recalculations of data related to client payrollo Use SQL Server profiler to run and read traces of stored procedures used by the softwareo Debug stored procedureso Performance tune stored procedures● Wrote SQL utilities to be used by Tier 1 Technical Support agents for common issues● Resolved time sensitive payroll and billing issues● Assisted in testing, troubleshooting, and providing feedback for the web application during thecompany’s transition to a SaaS platform

Greater Minneapolis-St. Paul Area

Provided Tier 1 technical software support for 150+ staffing companies located across the country and assisted in resolving issues related to back office and front office workflows. The position required having a thorough understanding of a robust staffing software to effectively train clients and troubleshoot issues.● Primary responsibilities included taking 20-30 client phone calls per day in a call center environment, responding to client tickets, and gathering detailed information to prepare tickets for work by Tier 2 and Tier 3 agents● Created and managed tickets in the web-based ticketing system Zendesk● Proven ability to work under pressure to assist clients in resolving time sensitive payroll issues to ensure prompt payment of employees and billing of customers● Collaborated with other departments within Avionté to meet clients’ needs● Worked closely Tier 2 and Tier 3 Technical Support agents to solve issues● Learned the programming language SQL while on the job and through self-study to improve effectiveness in troubleshooting problems with stored procedures and to more easily collect data for clients● Gained familiarity using SSMS (SQL Server Management Studio) for accessing client databases to write queries, update data, and trace stored procedures being ran by the application● Assisted in training new Tier 1 Technical Support agents● Built rapport and trust with clients● Practiced ability to translate technical jargon to meaningful information for clients● Referenced technical documentation to better understand functions of the software and relayedessential information to clients in layman’s terms

Camp Hall

Oversaw the physical and personal aspects of a college residence hall of 150 students, responded to emergency situations (both facility and student safety) on an on-call and off-call basis, and tasked the supervision of 4 Resident Assistants per academic year plus the supervision of 16 Conference Assistants during conference season • Charged with educational program development, academic support, administrative management, and a demonstrated commitment to multiculturalism and student development• Tasked with on-call duty to respond to emergency and crisis situations including, but not limited to: emergency alcohol transports, suicide prevention, sexual abuse, and physical altercations between roommates/residents• Attended and instructed sessions of professional training covering crisis management, diversity training, and student retention• Became personally acquainted with each resident of assigned residence hall• Responsible for documenting resident conduct incidents via Maxient• Responsible for logging interactions with residents via MAP-Works • Entrusted with master keys to each of the residence hall buildings on campus• Entrusted with access to student personal information• Expected to maintain a level of confidentiality with particular student concerns• Assigned to several committees including Resident Assistant Selection (hiring 35 student staff), Summer Student Staff Selection (hiring 18 student staff), and a Housing Administrative Program (reviewing 6 different housing administrative software programs)• Worked the front desk of the Student Housing office answering phone and in-person questions from both students and parents

Office Of Information Technology

Provided 1st Level phone, email, and remote support for Central Michigan University’s campus of 30,000 students, faculty, and staff. This was a result-based environment, requiring detailed documentation of issues and resolutions, with a strong emphasis placed on first contact resolution. • Responsible for logging each interaction accurately and succinctly using HP Service Manager• Support requested from users ranged greatly and included, but was not limited to: Active Directory and SAP authentication assistance, network connectivity assistance, student and faculty Blackboard support, Microsoft Office, and general operating system support (for Windows XP/Vista/7/8 and Mac OS 10.6+)• During time of employment, 1200+ interactions were logged with 74% resolved on first contact• Provided remote support and chat assistance to users via Bomgar remote support software, allowing for the sharing and control of user screens• Entrusted with high-level administrative access to sensitive data, including personal information, grade details, and user credentials.• Granted authority to express judgment and required to take responsibility for each support interaction as well as its resolution.• Often followed up with users after resolution to provide additional information determined by the nature of the interaction and usefulness• Exceeded manager expectations during first semester evaluation of employment

Residence Life

Managed the front desk and its operations, including the hiring and supervision of its staff of 15 Desk Associates, for one of the residence halls housing 300+ students at Central Michigan University. • Entrusted with the authority to schedule interviews and make hiring decision for new Desk Associates• Responsible for the training of new Desk Associates on desk procedures and best practices• Responsible for time record management to ensure accurate payroll for staff using Timelink software• Coordinated and directed the process of scheduling employees using WhenToWork software• Fostered a welcoming work environment, helping to build rapport among staff members• Entrusted with the management and balancing of a safe and petty cash drawer

Residence Life

Worked in the capacity of a Resident Assistant in a residence hall housing 300+ students at Central Michigan University, and assigned with the direct responsibility of managing a single floor housing 70+ residents for each year the position was held.• Attended 4, 2 week sessions of paraprofessional training covering crisis management, diversity training, and student retention• Became personally-acquainted with each resident on the floor• Provided paraprofessional advising for the undergraduate residents of assigned floor• Mediated conflicts between residents• Responsible for logging major incidents with residents with Advocate intervention software• Responsible for logging interactions with students using the student retention and assessment software MAP-Works• Responded to emergency and crisis situations including, but not limited to: emergency alcohol transports, suicide prevention, and physical altercations between roommates/residents. Situations were elevated to proper crisis management entities when necessary• Developed and implemented both educational and social programs for the residents of the hall• Entrusted with access to student records and information• Entrusted with access to master keys to the building and its residents’ rooms