Sean Ngo Email & Phone Number

Lincoln, Ne, Us

New York, New York, United States

Lincoln, Nebraska Area

- Assigned to specific clients where I am the service delivery lead and work with Level 3 support engineers to triage issues- Assigned to new projects as a transition lead/project manager for mobility tower, the job of the lead is to meet with clients to do discovery then implement new solution and provide training- Create future mode of operation diagrams - Travel to client sites for discovery and project planning workshops when onboarding new client- Implemented new Microsoft Endpoint Manager/Intune for insurance, finance, and oil industries --Implementations included but not limited to device configuration policies, conditional access, compliance, and app protection policies. --Apple Business Manager integration with Device Enrollment Program (DEP) and Volume Purchase Program (VPP)- Work with third party vendors to troubleshoot large outages- Plus all same responsibilities outlined under Mobility Services Advisor role

Lincoln, Nebraska

- Extensive experience with customer support over the phone.- Organize meetings and gather key resources for project implementation.- Create migration plans for new and existing customers to ensure seamless transitions.- Follow an on-call rotation to ensure that clients’ receive the utmost customer support around the clock.- Collaborate with other teams in order to provide a great customer experience.- Suggest and redesign mobility environments based on needs and projected growth of an organization.- Design and suggest MDM solutions to customers based on their needs.- Create necessary firewall, IP, and AD requests to other teams to prepare for new installations.- Triage incidents that are submitted to our team to the right level of support.- Troubleshoot to find resolutions to high severity incidents that are submitted to our team.- Work more dedicated with larger accounts such as Moody’s Investments and Lucile Packard Children’s Hospital.- Traveled to client sites to discuss road maps and suggest ideas for future implementation.- Stood up a brand new BlackBerry environment for large client within a few days due to component failure.- Help with onboarding of new team members.- Create training documents for lower levels of support so ensure that the first line of defense has the proper information to support our customers.

This team is responsible for the day-to-day support and projects for a number of customers’ Exchange email environments. As an analyst within this team I am responsible for working on a number of technical issues regarding Exchange mail servers over the phone and email. Additionally, I participate in development of innovative and cost effective solutions to customer problems, using integrated data processing and communication solutions. I work with senior team members in performing research and feasibility studies, tradeoff analyses, operation studies, design reviews, and technical briefings with clients.

- Answer incoming calls from associates to troubleshoot computer issues- Troubleshoot hardware issues on Dell, Fujitsu, Toshiba laptops, and sometimes Dell desktops- Set up devices with new hard drive for associates when current drive has gone bad- Investigates, analyzes, and provides comprehensive solutions for service requests by using applicable monitoring and troubleshooting tools- Responsible for thorough documentation related to investigation and issue resolution- Has the ability to prioritize and manage work queue- Provide troubleshooting support and knowledge transfer for associates- Replace broken hardware on laptops when necessary