Ben Bogert

Job Title: IT Support Specialist & Application Analyst, and System Support Specialist Company: Epsilon Inc. - Dynamic IT Solutions, IT provider services in Weaverville, NC Client:Internal Revenue Service (IRS) Location: Phoenix, Arizona. Supported the IRS's Information Technology (IT) organization, specifically within User and Network Services (UNS)/Enterprise Field Operations (EFO) and IT Delivery Service, by providing essential, nationwide, on-site technical support and managing infrastructure for all IRS employees and locations in Arizona. Responsibilities spanned high-level application development support and comprehensive deskside IT services. End User & Deskside Support: Provided Tier 1 and Tier 2 deskside and helpdesk support, resolving complex hardware, software, and application issues to minimize service interruptions and ensure continuity of critical IRS operations. IT Asset Management: Analyzed and managed the full IT asset control lifecycle, including the acquisition, deployment, maintenance, and EPA-compliant e-waste recycling and shipping of old computer equipment to the IT depot. Vendor Coordination: Acted as a primary point of contact with vendors for IT equipment logistics, maintenance coordination, and acceptance testing of new services. Modern Workplace Migration: Onboarded employees and 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. COBOL Application Support & Development: Delivered expert guidance and technical support during key projects involving the design, coding, testing, debugging, and deployment of production systems using COBOL, following established System Development Lifecycle (SDLC) standards. System Analysis & Improvement: 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. Highly skilled and security-. Desktop Support Help Desk Support (Tier 1 & 2) IT Asset Management Microsoft 365 Microsoft Azure Windows 11 PowerShell User State Migration Tool (USMT) COBOL Software Development Life Cycle (SDLC) Technical Troubleshooting Vendor Management Onboarding ITIL (mention if you have formal training or followed the framework) Technical Documentation

• Provided full-scope enterprise desktop support for the IRS across multiple Arizona locations, effectively managing a high volume of technical support tickets and walk-up requests.
• 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 deskside technical support, resolving complex customer issues related to IT equipment including laptops, desktops, printers, scanners, and telephones.
• Executed end-to-end asset management, overseeing the break/fix process, coordinating equipment replacement, and meticulously maintaining accurate inventory records for all enterprise devices.

Supported mission-critical law enforcement operations by delivering professional Tier I/II technical support within a 24/7 IT Operations Center (ITOC) and Network Operations Center (NOC) environment. Provided comprehensive IT services to 500+ users across MCSO headquarters, four substations, and remote lake patrol units, ensuring minimal service interruptions and high system availability

• Operational Support: 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. Escalated complex, unresolved issues to specialized Operations, Desktop Support, and IT Infrastructure teams.
• Enterprise Project Migration: 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.
• Endpoint Management & Security: Managed endpoint security and device configuration via Microsoft Intune and utilized the RSA SecurID Security Console for VPN token administration. Monitored server health and network performance using SolarWinds monitoring tools.
• Technical Expertise: Routinely leveraged advanced ITadministrative 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
• IT Skills: Windows Active Directory Tools, Microsoft Azure Active Directory, Group Policy, Microsoft 365 Office Admin Center, RSA SecurID Security Console, Microsoft Intune Endpoint Management & Security, SolarWinds Monitoring Tool, Technical Support IT Projects, Remote Troubleshooting ivanti ticketing system & landesk

IT Administered user accounts and deployed software across diverse enterprise systems, leveraging Microsoft 365 and Windows AD, IBM as 400 system for high-impact troubleshooting.

• Performed IT administration of user accounts, including password resets, account unlocks, and access provisioning across diverse enterprise systems.
• Utilized Microsoft 365/Azure AD, Microsoft Intune (MDM), Group Policy, and PowerShell for high-impact troubleshooting, administration, and software deployment.
• Provided Tier 1 support for remote connections and client-side issues using Citrix Receiver, ensuring seamless access for users.

Expertly resolved a high volume of complex technical incidents for Tufts University faculty and students, reducing resolution times and upholding ITIL best practices.

• Resolved a high volume of 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.

Delivered world-class customer service and managed critical inventory operations, achieving a 95.2% satisfaction rate and fostering brand loyalty.

• Consistently delivered world-class customer service, addressing customer needs and resolving complaints to achieve a 95.2% satisfaction rate.
• Cultivated lasting customer relationships, fostering brand loyalty and repeat business through proactive engagement and service excellence.
• 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 to health and safety standards while building effective product displays.