Sean Helms Email & Phone Number

Irvine, California, United States

Irvine, California, United States

The Lead Technical Support Engineer provides business critical technical support to partners, highly skilled customers, IT and functional staff, including Database Administrators, Systems Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. • Implement issue handling processes, procedures, and best practices results in world-class response, resolution, and closure times• Work toward objectives established by upper levels of… Show more The Lead Technical Support Engineer provides business critical technical support to partners, highly skilled customers, IT and functional staff, including Database Administrators, Systems Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. • Implement issue handling processes, procedures, and best practices results in world-class response, resolution, and closure times• Work toward objectives established by upper levels of management• Responds to customer service inquiries regarding company products, features and/or services• Elevates Critical On Demand requests for Development Resources to Senior Manager or Escalation Manager• Mentors staff to support business, including new product releases and staff development Show less

Irvine, Ca

Irvine, Ca.

The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In… Show more The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products. Show less

Lan International (Aliso Viejo, Ca.)

Clear Channel Media + Entertainment• 3rd Tier Support & Development Coordination for Incident Tracking and resolution• Production Database Administration for Data Maintenance Releases and Enterprise Wide reporting• Business Systems Analysis for software enhancements in an agile/SCRUM & waterfall environment• Quality Assurance and Smoke Testing of software patches pre and post release

Lan International (Aliso Viejo, Ca.)

· 2nd Tier Support Analyst: providing excellent, effective customer support to ensure issues are resolved in a timely fashion. Consistently meets or exceeds industry standard metrics. Provide On-Call support and assist internal staff on support issues as needed. Traveled offsite to facilitate effective training and technical resolution including multiple on-site conversions. Operated as New Hire Training Lead. Performed general QA and focused Business Analysis for Development. Liaison to… Show more · 2nd Tier Support Analyst: providing excellent, effective customer support to ensure issues are resolved in a timely fashion. Consistently meets or exceeds industry standard metrics. Provide On-Call support and assist internal staff on support issues as needed. Traveled offsite to facilitate effective training and technical resolution including multiple on-site conversions. Operated as New Hire Training Lead. Performed general QA and focused Business Analysis for Development. Liaison to internal departments for incident management. TFS Work Item management and release coordination. Stakeholder representative for department during Scrum and other meetings. Show less

Irvine, Ca

 Commercial Account Associate 3rd Tier / Assistant UnderwriterProvided quality customer service to assigned agents that include resolving inquiries, complaints, and requests regarding policy issuance activities, endorsements, cancellations, and policy changes. Support all other roles within a team environment by ensuring quality and timeliness of all assigned tasks. Excelled at pressure situations requiring additional personal time. • Project Manager to 30 Customer Account… Show more  Commercial Account Associate 3rd Tier / Assistant UnderwriterProvided quality customer service to assigned agents that include resolving inquiries, complaints, and requests regarding policy issuance activities, endorsements, cancellations, and policy changes. Support all other roles within a team environment by ensuring quality and timeliness of all assigned tasks. Excelled at pressure situations requiring additional personal time. • Project Manager to 30 Customer Account Associates for Operation Manual Initiatives reporting to Corporate Management using Specific, Measurable, Achievable, Realistic, Time-sensitive approach for goals and results. • Project Manager to 8 employees for the Irvine Resource Center regarding the 2004-2005 Sarbanes-Oxley Act with Home Office and external auditors, requiring time-sensitive scheduling, field-research, and affecting changes to Operations Manual. Show less

Personal assistant to the president and owner of the company including travel and expense, office purchases, multi-line phones, and basic customer support. Obtained Commercial Insurance license and provided in-depth support and sales-assistance for Agents and Customers. IT Support for small office including implementation of Exchange Server and automation link to insurers: Mercury and FCIS.