Ben Sagstetter

I

Help Desk Analyst

Icario Health

Sep 2021 - Feb 2022 (6 months)

- Provided support for staff working both in the office and remote, managed user access and account provisioning to services including: Google Workspace, Okta, Office 365, JAMF and other software services, conducted new hire technology orientations, - Contributed to the creation, design and update of knowledge and training documents to be used by all Icario staff - Supported and maintained all hardware including Mac and Windows Computers, Apple Tv's, iPads and other corporate technology including imaging and deployment of Mac and Windows computers for new hires and computer refreshes - Worked alongside Corporate Technology team to assist with OS updates, patching, and updating security controls as needed, support conference room and A/V Tec

L

Level II Service Desk Technician

Dec 2020 - Aug 2021 (9 months)

- Provided direct user support via chat in a multi-client environment. Supported customers with users at all levels of the organizations and customers included healthcare and financial organizations requiring PII, PHI and HIPAA training. - Remotely troubleshot issues relating to computer hardware and software (typically Mac OS, Windows 10, Google G-Suite, Microsoft O365 etc.). - .). Served as a point of escalation for customer interactions and internally with a focus on Windows/Microsoft 365. - Provided white glove supported for selected customers and as directed by leadership. - Supported and maintained internal documentation around process and procedure and contributed to implementation of new processes around information security and com

H

Senior Help Desk Analyst

Harris Company

Jun 2019 - Nov 2020 (1 year 6 months)

- Supported users remotely and onsite by phone, email and in person. - Managed Active Directory and Office 365 and email administration in Exchange. - Developed/managed inventory control process for new equipment delivery, stock replenishment ordering and deployment. - Implemented a centralized knowledgebase and created a standard document format. - Supported hardware, software, mobile and network in multi-site environment. - Planned, coordinated and executed projects: UPN change, Teams migration, password policy change and implementation.

Service Desk Analyst, Contractor

Thomson Reuter

Mar 2019 - Jun 2019 (4 months)

- Provided support at a walk-up desk and remote via telephone. - Hardware/software, VPN and networking support. - Active directory user administration and access provisioning. - Manage devices through MDM. - Support Windows and macOS machines in a 10:1 environment.

S

Service Desk Specialist/Desktop Support Specialist, Contractor

Smart Care Equipment Solutions

Feb 2018 - Oct 2018 (9 months)

- Supported users remotely via email/ServiceNow - Managed mobile devices through AirWatch. - Managed user setup and administration through active directory. - Supported hardware/software, printers, networking and mobile devices - Completed side-by-side user migrations across domains and computers.

Senior Specialist CSC

Target Corporation

Nov 2014 - Feb 2018 (3 years 4 months)

- ● Supported users via phone, chat and email. - ● Averaged an 80% FLR rate - ● Built and managed incident tracking and reporting within ServiceNow - ● Identified chronic issues and worked with leadership to find permanent resolution - ● Supported hardware/software, networking, printers, VoIP, server infrastructure. - ● Specialized in supported IP devices on Cisco switches and routers. - ● Maintained 90%+ client satisfaction score annually.

Ben Sagstetter

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Ben's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.