Sean Gerathy Email & Phone Number

Sydney, New South Wales, Australia

Responsibilities- Respond to internal tickets using FreshService- Support over 2,000 end users globally including Europe, USA, Asia Pacific- Troubleshoot and manage Zoom Rooms- Develop and maintain relationships with vendors- Provision accounts, software and hardware for new hires- Onboard new hires- Integrate applications/services into our SSO provider- Train new colleaguesHighlights- Managing an office move to a smaller space - Setting up and rolling out Expensify to a newly acquired company (~1,000 users)

Sydney, Australia

Responsibilities- Logging tickets using Zendesk ticketing system for more than 15 clients (including McGregor Coxall & Chrofi) with a total minimum user base of 300 across Australia, England, China and Malaysia- Taking ownership of tickets and seeing through to completion or escalations.- Triaging tickets, being the first point of contact for clients, delegating to other helpdesk members- Assist users via face-to-face, phone, remote access in troubleshooting hardware/software issues.- Provide immediate remote and onsite technical support to different sites.- Troubleshoot and resolve Level 1 and level 2 technical support issues on MS Applications, Google applications, core applications for each client- Account management (creations, disables, decommissioning, change, Distribution Lists, licensing) for clients via MS and Google Admin centres.- Mobile device (phones, tablets) administration for email access.- Develop training manuals and implement training workshops for users.- Develop and maintain relationships with vendors.- Generate monthly reports on ticket metrics for clients- Configure PCs and laptops (both MacOS and Windows)- System setup, software installation and upgrade programs.- Communicate with all stakeholders (CEO to end user, to vender)Highlights- Set up Zendesk and roll it out to clients as the primary point of contact, including automation of repetitive tasks- Completed a feasibility study on automating a clients New Hire/Onboarding approvals workflow- Helped the business grow from 2 employees to 5

Diploma, New Zealand Diploma Of Information Technology Technical Support

Bachelor Of Science - Bs, Computer Science

Bachelor Of Engineering - Be, Engineering