Sean E. Email & Phone Number

Conshohocken, Pa

Conshohocken, Pennsylvania

Plymouth Meeting, Pa

Leadership:Responsible for structuring and implementing ITIL based best practices within the IT Infrastructure TeamBrand Management:Created and managed team that provided IT Service Desk and Desktop Support services • Coached and mentored the service desk personnel • Acted as liaison between Service Desk Team and various IT departments • Assisted in the preparation and documentation of configuration items, processes, and procedures for IT and business support systems • Configured, ran, and communicated system availability information to business stakeholdersAccomplishments:Assumed role of Change Manager for various IT Teams to actively communicate, assess, and analyze system modifications to the company's business and IT systems • Developed and improved metrics which led to greater incident/problem visibility and reporting • Partnered with Business and IT to research, test, and approve a service management tool

Wayne, Pa

Manager, IT Service Desk - 2007 to 2012Leadership:Directed technicians and projects as they related to Service Desk and/or Client TechnologiesBrand Management:Established and maintained Incident Management process which helped root cause analysis and track trends • Assessed, clarified, recommended, & executed on consolidation plan to migrate Active Directory environments • Developed and directed hardware refresh projects which standardized hardware and software platforms • Coordinated and managed aspects of physical business relocation • Administered incident request & problem management • Oversaw client technologies • Acted as site liaison between business and enterprise IT • Maintained and managed telecommunications systems • Designed and executed business continuity plan for client and telecommunication infrastructureAccomplishments:Designed, implemented, and managed Help Desk call queue resulting in decreased abandon rates and increased call answer rates • Coordinated and guided messaging platform transition from Lotus Notes Domino to Microsoft Exchange • Developed performance management metrics and business SLOs for seven direct reports • Reduced costs through vendor/contract management and system standardizationsHelp Desk Technician - 2004 to 2007- Maintained first and second level support through troubleshooting, identifying, & resolving client/customer issues- Fulfilled customer requests in‐line with IT, Governance, & Compliance policies; solved support issues for remote employees via phone and remote assistance tools- Facilitated on‐site desktop support for local customers

Downingtown, Pa

Supervisor - 1999 to 2004- Managed telecommunication system and help desk; performed server administration.- Negotiated contracts that resulted in reduced costs.- Scheduled vendor/service providers.- Directed project management functions.Technical Support Specialist II - 1997 to 1999- Solved second and third level support issues.- Administered telecommunication systems.- Facilitated the setup and configuration of new hire accounts and systems.- Coordinated help desk issues with internal support and programmers.Associate LAN Technician - 1996 to 1997- Operated second level support desk for Network Services department.- Maintained responsibility for system back-ups and various administrative tasks.

Certificate Of Completion, Itil Foundation V3

Certificate Of Completion, A+, Network+, Mcsa, And Security +

Associate'S Degree, Computer Engineering Technology