Ben R. Email & Phone Number

Mountain View, CA, US

Mountain View, California, US

• Managed global IT end-user services and service desk operations, ensuring efficient support and high user satisfaction.
• Provided data-driven insights to IT support leadership, aiding in decision-making and strategy development.
• Worked closely with IT executive leadership to align service delivery with organizational goals and objectives.
• Managed technical tools and technologies for IT end-user services, including hardware, SaaS collaborative services, and 24x7 support systems.
• Led global laptop asset refresh for 1,500 users across multiple regions with minimal disruption.
• Collaborated with CorpIT Infrastructure team with implementation of Automox for vulnerability remediation across 500 Windows laptops, ensuring compliance and security.

North Chicago, Illinois, US

Project management working with cross-functional teams, contractors and vendors on technology infrastructure rebuilds, improvements and new building expansion. Identified and created new process documentation and how-to's to simplify workflow within the IT infrastructure.

• Created success paths for IT Staff by providing education for technical advancement and growth to senior positions.
• Built and implemented new service support subscription model which signed multiple deals consisting of 300K within the first two weeks of implementation.
• Improved client relationships by providing value-added metrics and revised infrastructures resulting in a more efficient and productive environments.

Santa Clara, California, US

• Lead escalation engineer for all Desktop Support Level I/II teams
• Primary IT support to 34 worldwide Executive Staff
• Created and standardized Windows images for worldwide distribution
• Managed AMC moves for employee relocations
• Managed IT asset inventory and replenishment

San Jose, CA, US

• Supported executive support staff on technology utilization within the Brocade IT infrastructure.
• Provided desktop and technology support within corporate headquarters consisting of 2000+ users.
• Managed adds, moves and changes from Active Directory management to company relocation.
• Performed daily proactive system checks to ensure network resource availability.

London, GB

• Administered Active Directory, Exchange, and FTP file servers.
• Assisted corporate Network Engineering team on network monitoring, performance, and uptime.
• Maintained and managed enterprise software licensing and hardware warranties.
• Managed on-boarding and off-boarding procedures to ensure SOP’s are performed.

• Implemented and created documentation to streamline internal IT processes.
• Led successful endpoint security project which included McAfee antivirus solutions deployment to 300 users.
• Fine-tuned network to promote best security practices and protect the company’s secret assets.

Mountain View, CA, US

• Provided systems administration support for diverse computing environments consisting of Active Directory, Exchange, Windows servers and Firewalls within a 24x7 environment.
• Built and configured Microsoft windows servers and desktops based on client needs.
• Managed system life cycles, user on-boarding, and off-boarding procedures.

Palo Alto, CA, US

• Provided users with network and desktop technical support for day to day issues.
• Supported sales force with remote connectivity which includes soft tokens, iPass, and Cisco VPN.
• Created and maintain company IT documentation, instructions, Tips and Tricks and FAQ’s within the intranet.
• Monitored and documented service requests via walkup, phone and through email.

• Installed, configured, and maintained servers and network appliances across 15+ client IT infrastructures.
• Evaluated applications, hardware, and network consumption identified bottlenecks and made recommendations on performance improvements.
• Administered mobile devices, desktops, Windows Servers and network connectivity.
• Worked and communicated with clients in identifying, documenting and resolving root causes of problems in a timely manner.

US

• Implemented and deployed S2S VPN between US, Belgium and Germany to support rapid global growth utilizing Checkpoint technologies.
• Drove global security initiatives by creating security policies and deployed global wide security infrastructures.
• Created and practiced IT Runbook resulting in 1st successful SOX audit.

• Provided company-wide user support on connectivity issues and uptime. Designed and managed company-wide RightFax solution.
• Administered and troubleshot corporate systems within a Microsoft/Novell environment.
• Worked with network engineers in administering Microsoft Exchange 5.5 and network connectivity.
• Implemented and administered RightFax Enterprise server for corporate environment.
• Assisted in the implementation of WebEx video conferencing within the corporate environment.
• Administered our phone switch on adds, moves, changes and troubleshot voice connectivity.

Education record

Lan Administrator Certification

High School Diploma