Benjamin Bogert

Provided full-scope enterprise desktop support across multiple IRS Arizona locations, effectively managing a high volume of technical support tickets and walk-up requests to minimize service interruptions.

Spearheaded IT deployment and configuration for new IRS hires under the critical IRA initiative, successfully installing and deploying Windows-based computers and business applications.

Delivered expert guidance and technical support for key projects involving the design, coding, testing, debugging, and deployment of production systems using COBOL, adhering to System Development Lifecycle (SDLC) standards.

Executed end-to-end IT asset management, overseeing the break/fix process, coordinating equipment replacement, and meticulously maintaining accurate inventory records for all enterprise devices, including EPA-compliant e-waste recycling.

Managed the migration of user profiles using Microsoft's User State Migration Tool (USMT) in PowerShell, including documenting user files, configuring Microsoft Office to connect to Azure services, and syncing Windows 11 computers to Microsoft Cloud Services and Microsoft 365 applications.

Defined site objectives by analyzing user requirements, preparing workflow charts and diagrams, and assessing new system design methodologies to improve software quality and mitigate development risk.

Acted as a primary point of contact with vendors for IT equipment logistics, maintenance coordination, and acceptance testing of new services, ensuring seamless integration and operational readiness.

Served as the primary point of contact for sheriff’s office deputies, jail detention officers, and civilian employees, documenting incidents and efficiently resolving technical issues while adhering to strict law enforcement continuity protocols.

Provided hands-on support for an enterprise-wide project migrating over 500 users from legacy RSA hardware tokens to modern, mobile-based software tokens across enterprise iPhones and Android devices.

Managed endpoint security and device configuration via Microsoft Intune and utilized the RSA SecurID Security Console for VPN token administration.

Routinely leveraged advanced IT administrative tools for troubleshooting, user management, and system maintenance, including Microsoft 365 Admin Center, Azure Active Directory, Group Policy (GPO), Active Directory (AD), PowerShell, Windows 10 registry editing, and Event Viewer analysis.

Monitored server health and network performance using SolarWinds monitoring tools to proactively identify and address potential issues, ensuring system stability.

Performed IT administration of user accounts, including password resets, account unlocks, and access provisioning across diverse enterprise systems, ensuring secure and efficient user access.

Utilized Microsoft 365/Azure AD, Microsoft Intune (MDM), Group Policy, and PowerShell for high-impact troubleshooting, administration, and software deployment across the organization.

Provided Tier 1 support for remote connections and client-side issues using Citrix Receiver, ensuring seamless access for users and minimizing downtime.

Resolved a high volume of complex technical incidents across hardware, software, M365, and networking, supporting Tufts University faculty, staff, and students across multiple campuses.

Reduced resolution time by effectively escalating complex tickets and coordinating with vendors to meet stringent Service Level Agreement (SLA) targets.

Interacted with LDAP for centralized user authentication and managed user access related to Oracle database environments and Active Directory (AD).

Mentored junior staff and consistently upheld ITIL best practices, contributing to exceptional customer service and knowledge transfer.

Consistently delivered world-class customer service, addressing customer needs and resolving complaints to achieve a 95.2% satisfaction rate, demonstrating strong front-line problem-solving capabilities.

Cultivated lasting customer relationships through proactive engagement and service excellence, fostering loyalty and repeat business—a key skill for managing client relationships and enhancing user retention.

Managed daily and weekly inventory monitoring, replenishment, and merchandising for dairy and frozen sections, ensuring optimal product availability and presentation.

Maintained a clean and sanitized sales environment, adhering rigorously to health and safety standards while building effective product displays, showcasing reliability and commitment to compliance.