Sean Freeman Email & Phone Number

St Louis, Missouri, United States

- Responsible for the leadership, coordination and direct performance of the STL Branch team.- Coach direct reports through day-to-day problems while ensuring they meet set goals and metrics to help to satisfy client needs.- Responsible for ensuring the STL Branch team is meeting daily responsibilities such as ticket acknowledgement, ticket queue management, and time entries.- Drive team goals and KPIs such as CSAT, Billable Utilization, and Close Rate.Lead weekly team huddles, 1:1s with direct reports and participate in operational related meetings crucial to the growth of the STL Branch team and the company.- Provide bi-annual performance reviews for direct reports.

St Louis, Missouri, United States

Primary contact for customers for any technical issuesResponsible for monitoring the infrastructure, customer devices and troubleshooting issuesCommunicate any technical issues to the customerProvide technical assistance and support for incoming queries related to computer systems, software and hardwareWalk customers through the problem-solving process and train them on computer usageInstall, modify and repair computer hardware and softwareRun diagnostic programs to resolve problemsProvide first call resolution to the customerServe as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management actionEnforce request handling and escalation policies and proceduresMonitor incident trends and anticipate potential problems for proactive resolution

Tokyo, Japan

• Laid framework of needed end user support model for existing and future clients.• Created end user technical reference documentation.• Attended prospective client meetings as technical subject matter expert.

Tokyo, Japan

• Provided project management support and documentation for a large-scale migration of the Peoplesoft infrastructure and databases for a large global corporation.• Collected technical reference information from project team members then created project documentation and diagrams for distribution to the client.• Managed regularly scheduled project meetings to gather updates on key deliverables then distributed that information via meeting minutes.

Tokyo, Japan

• Analyzed existing Internet Service Provider (ISP) services and migrated to a more robust ISP utilizing a proper business service plan.• Implemented requested third-party applications office wide to improve office productivity.• Supported the office Virtual Desktop Infrastructure (VDI) provided by an external vendor, VPC Asia.

Tokyo, Japan

• Provided day-to-day end user support for enterprise and trading PABX and Dealerboard voice systems.• Troubleshot and maintained services at four different office locations in Japan to include: PBX; Dealerboard, voice mail, conference call, call forwarding, voice recording, and inventory management.• Performed as technical liaison for multiple outside vendors and TELCO carriers that resulted in normal daily operations with zero outages. • Adhered strictly to financial industry standards and regulations.

Tokyo, Japan

• Worked with a team of 7 multinational engineers to provide support to over 500 front and back office users.• Supported daily activities to include help desk support, desktop support, windows account administration, video teleconference support, mobile support for both iPhone and Blackberry devices, basic telecommunications support for Cisco IP devices and Etrali trading phones, and business continuity planning, as well as purchasing of IT related hardware.• Performed analysis of processes, documentation and work flows for weaknesses and implemented a framework for the development and improvement of a new IT knowledge base, and processes, that led to an immediate 50% improvement of the IT support team's effectiveness, all within 5 months of starting with the company.• Managed over 900 desktop and laptop PC's utilizing tool sets such as Microsoft System Center Configuration Manager (SCCM) and Microsoft Active Directory.• Worked closely with IT Security and Human Resources to develop and implement a secure, exclusive use laptop solution to meet the requirements of the newly implemented Japanese government My Number system for foreigners working in Japan.

Tokyo, Japan

Converted from consultant (contracted through DTWO Solutions) to full hire employee at Nomura Securities Co., Ltd.

Tokyo, Japan

• Managed 3 Virtual Desktop Infrastructure (VDI) environments that hosted a combined 150 virtual desktops.• Responded rapidly to the March 11th, 2011, earthquake disaster in Japan by gathering and utilizing extremely limited resources in order to deploy a critical contingency environment for the business, reducing the risk posed by the constant threat of power outages caused by the resulting energy crisis.• Evaluated, rebuilt and expanded the Nomura Business Continuity Planning (BCP) environment based on requirements gathered from the business. Used existing equipment and only purchasing new equipment as necessary while also coordinating across multiple technology teams the implementation of new VLANs and expanding BCP capabilities to an additional office, thereby improving BCP readiness by 100%.• Hired, trained and led a team of 7 dedicated support technicians and 3 on-site HP engineers in the deployment of over 4,000 Windows 7 PC's, while also providing pre and post migration support to over 3,000 end-users.• Implemented and oversaw a global automated weekly backup solution for the Nomura desktop environment, resulting in over 6,000 PC's having an extra level of protection.• Evaluated IT tool sets, processes, documentation and workflows on a regular basis for weaknesses and needed improvements, implementing as necessary.• Coordinated with global counterparts to establish a much-needed increased level of cooperation, coordination, and shared knowledge base.• Coordinated the creation of new package versions for two major in-house applications that removed local administrator and power user requirements from end-users and then oversaw their deployment to over 1,500 host names across all regions in Asia Pacific including Japan to mitigate risks posed by internal and external audits.• Provided operational readiness sign off within Asia Pacific including Japan for the development, testing and approval of innovative solutions delivered to end-users.

Tokyo, Japan

Contracted through DTWO Solutions to work at Nomura Securities Co., Ltd.

Tokyo, Japan

Contracted through Eire Systems to work at Lehman Brothers, Japan.

Tokyo, Japan

• Provided back office desktop support to include daily user account administration, troubleshooting and managing the resolution of hardware and software issues, and software package testing.• Diagnosed then resolved connectivity and functionality issues in a timely fashion to maintain minimal user downtime.• Built, replaced and upgraded PC's using ghosting software and packaged installations.• Performed problem ticket management for 4 Remedy queues in back office.• Managed and troubleshot RSA security for mobile users.• Trained new staff on application support procedures, first and second tier troubleshooting and information gathering, escalation methods for service calls and support.• Provided MAC planning and IT move support.• Played an integral role in the preparation of, and user transition to, a new office location. Subsequently served as the sole local Desktop Support Engineer to over 200 users while providing extensive remote assistance to the Lehman Brothers, Japan head office.• Oversaw the development, testing, deployment, and maintenance of an extensive Business Continuity Planning project involving over 400 computers and users.

Positions held:Communications WatchstanderCommunications Watch SupervisorAutomated Data Processing TechnicianInformation Systems AdministratorNetwork AdministratorLeading Petty OfficerInstructor