Ben Lentini

Tier 3 Service Department Lead @ Puget Systems

About

I have spent the last four years solving problems that most people escalate. As a Tier 3 support lead, I am the last stop before a system goes back to a client, which means I think carefully, document thoroughly, and build processes that prevent the same problem from coming back twice. What I enjoy most is not just fixing things, it is making the systems and workflows around them better. I redesigned a schedule-based repair intake process into a queue-driven model with SLAs that kept high-priority work visible and moving. I built a call distribution process that cut missed calls by 20%. These were not assigned projects. They were problems I noticed, thought through, and fixed. I work across Windows, Linux, and macOS at the hardware, firmware, OS, and network level. I write Bash and batch scripts to automate repetitive work, maintain documentation that people actually use, and lead a team of seven technicians while staying hands-on with the technical work I care about. I am always interested in connecting with others in the IT and infrastructure space.

Country

United States

City

Auburn

Industry

Information Technology & Services

Skill

Network Troubleshooting, Technical Support, Root Cause Analysis, Team Leadership, Hardware Diagnostics, Attention to Detail, Leadership, Management, Problem Solving, Interpersonal Skills, Computing, Administration, Customer-Focused Service, Writing, Communication

Experience

Tier 3 Service Department Lead

Puget Systems

2025-2 - Present · 1 yr 8 mos

Auburn, Washington, United States

I lead Tier 3 escalation support for a team of seven technicians, serving as the final technical point of contact for complex hardware, OS, and network failures across Windows and Linux systems. The work is equal parts technical and operational. On any given day I might be deep in a root cause analysis on a multi-component failure, reviewing SLA performance metrics, writing a new troubleshooting SOP, or working directly with an enterprise client onsite. I stay close to the technical work on purpose. A few things I am proud of from this role: • Redesigned our service intake from a schedule-based system to a queue-based model with defined SLAs, which significantly reduced client complaints about turnaround times and made high-priority work impossible to miss. • Introduced a round-robin call distribution process that reduced missed inbound calls by 20%. • Promoted four times in four years, and recognized as 2025 Most Valuable Employee. Tools and environments: Windows, Linux, BIOS/UEFI, IPMI, TCP/IP, VLANs, DHCP, DNS, VPN, Bash, Bomgar, AnyDesk, Windows RDP, SSH, Zendesk.

Tier 3 Repair Department Lead

Puget Systems

2023-12 - 2025-2 · 1 yr 3 mos

Auburn, Washington, United States

Led day-to-day hardware diagnostics and repair operations, managing workflow, training technicians, and resolving complex system failures involving firmware, hardware compatibility, and OS-level instability. Achieved a 10% reduction in repair turnaround time through a combination of technician coaching, process standardization, and documentation improvements. Worked cross-functionally to reduce repeat failures and improve first-contact resolution rates.

Repair Technician

Puget Systems

2021-5 - 2023-12 · 2 yrs 8 mos

Auburn, Washington, United States

Diagnosed and resolved advanced hardware and software issues across Windows and Linux systems. Contributed to documentation standardization and provided onsite technical support for business clients. This is where I built the diagnostic instincts that have defined the rest of my career at the company.