Sean Krause Email & Phone Number

Richardson, Tx

• Primary support for the NEC Phone and related systems across 3 sites.o Supported 60 ACD users in 3 offices as well as remotely using softphoneso Provided reports and Real-time statistics to Call center Managers using GNAV Servero Controlled Adds, Moves, and Changes for local as well as remote users on the systemso Managed the DVS Encore call Recording and Evaluation systemo Headed the project to update the 20 year old phone system across 3 sites conducting update meetings with agents, managers, outside vendors. Created the Scope of Work as well as the Project Timeline and kept the project on track ¬while periodically updating the key business stakeholders.o Worked in conjunction with the Call center management to record greetings, configure call routing, and meet customers’ changing needs.• Moves/Adds/Changes on FreePBX Phone Systems in Canada and Mexico.• Assisted users with Lync 2010 and later Skype for Business 2013 for chat, phone calls, and conferences.• Worked closely with our Systems Architect and Senior Network Administrator to periodically refresh hardware and software in our remote sites of New Jersey, Illinois, Canada, Mexico, and Brazil• Assisted in the integration of 2 acquisitions which required restructuring.• Supported multiple Engineering Labs that required local and remote connectivity.• Lab experience with VMWare, VirtualBox, Linux, and Mac• Ran user audits to ensure that AD was up to date with HR records. These were verified annually by external auditors as part of our ISO Certification.• Responsible for PC setup and software deployments using KACE scripting.• Helped keep PC database records up to date, maintained PC inventory at my site, and returned PCs at end of lease.• Made Group and Permission changes for access.• Authenex 2-factor authentication

Richardson, Tx

• User account creation, deletion, and changes for AD and Phone related systems • Managed Printers, Backups, AV Equipment, Laptops, Desktops, Engineering Labs• Assisted Admins in remote management of network equipment and servers at my site.• Desktop PC support for 100+ users as well as remotes in the US, Canada, Mexico, Brazil, and China.• Reported remotely to management in California. Worked independently with little need for oversight.

Garland, Tx

• Maintained a work at home project with 60 users connecting via ISDN lines. Created and supported an image template and in several cases traveled to the technician’s dwellings to ensure connectivity.• Took on the tasks of a Domain Administrator on 5 separate domains, including domain tape backups, account maintenance, and 24 hour on-call support of pre-existing servers and domains.• Build-out of NT 4.0 and Windows 2000 servers.• Handled the development and implementation of new image templates Rolled out new vendor projects from the ground up handling increased headcounts of 300 people.• Developed the Ghost Image process including the use of the Console for remote reimaging and reconfiguration. Also the integration of other tools such as MMC Group Policy snap-in, Poledit, and IEAK to produce trouble-free images for telephone support groups. This increased the efficiency of equipment roll outs by a factor of 70%.• Handled trouble-shooting duties for my customers by dealing with network issues between the desktop and access switches.• Supported the timely roll out of equipment to support increased headcount sometimes up to 300 new employees and new projects within the company to meet and beat deadlines provided by new clients. • Tasked with maintaining inventory counts of PC and related equipment • Responsible for troubleshooting engineer PCs and maintaining the ongoing interaction with the warranty service provider.• Supported a variety of walk-up type troubleshooting issues from a number of sources including officers, directors and other members of the management staff along with the front line technicians.

Garland, Tx

• Interfaced on a daily basis with front-line support engineers to help them improve both their technical skills and their customer service skills. This required dealing with both internal employees and their external customers, usually in very tense or frustrating situations. Some situations required that ownership of the support case be transferred to the escalation engineer.• Provided technical support to front line engineers when their personal productivity machines were having problems. As an escalation engineer, I was responsible for supporting the Windows 98 Lab.

Garland, Tx

• Provide telephone based technical support to external customers using the Windows 98 operating system. This included the technical portions of the calls as well as documentation of the call and meeting very specific metrics set by the client. .

Computer Specialist Iii Certificate, Windows And Netware

Activities and Societies: This course focused on Server management for Windows and NetWare Systems.

General Studies

General Studies and some Business Management courses.