Sean Mcintosh Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada Area

Las Vegas, Nevada Area

- Remotely resolve level 1 and 2 issues via phone and ticketing system- Remotely assist field technicians with onsite troubleshooting and provide in house IT training- Manage repository of all technical notes as well as manage Zendesk ticketing system- Monitor and Manage backup systems - Veeam, URBackup, Crashplan, Backblaze- Dedicated VMware/HyperV server engineer - handle all issues relating to VMware/HyperV VM’s- Diagnose/Repair/Rebuild servers/desktops/laptops that field technicians bring back to the office- Data Recovery in Windows and MacOS environments- Onboard clients with heavily damaged infrastructure and bring them up to company standards- Serve as liaison between client and 3rd party support to ensure efficient resolution of client’s issue

Las Vegas, Nv

- Field inbound technical support calls for phones, internet, and cable TV - both HFC and fiber- Configure various phone system and data system features on request- Assist customers with configuration and troubleshooting of managed data services- Remotely resolve all possible issues, notate all troubleshooting steps taken- Log tickets for all issues that cannot be resolved and ensure they are routed to the correct back office or field technician department

Las Vegas, Nv

- Monitor ticket queue, delegate tickets to appropriate technicians, ensure SLA is followed- Handle routine Active Directory maintenance – password resets, account creation and termination, management of distribution groups and Exchange mailboxes- Remotely work with users to troubleshoot various software and hardware issues- Determine if issues can be resolved remotely or if physical intervention is needed- Investigate system logs to determine correct escalation path- Write documentation for new processes, new software, and recurring issues- Manage Zendesk ticket system - create dynamic forms, create macros, manage and maintain knowledge base of known issues and resolutions

Las Vegas, Nv

Resolve issues with Digital VIdeo Surveillance Systems such as:- connectivity issues- diagnosing/replacing failed hardware- video/audio failure- video/audio quality issues- diagnosing issues with and repairing POS integration solutions- remotely support onsite low voltage techs with CCTV repairs and related systems

5160 S. Valley View Blvd., Suite 100 Las Vegas, Nevada 89118

• Receive helpdesk calls; log tickets in ticketing system• Remotely resolve Level 1 and Level 2 issues• Manage Field Technician schedules to ensure that all deadlines are met• Configure, manage, and maintain Autotask helpdesk and N-Able network monitoring environment• Research network configurations to determine cause of issues without network documentation• Write detailed client files to network share documenting processes and resolutions for other techs• Manage VMWare, Hyper-V virtual environments; plan new virtual server deployments• Manage multiple backup systems: Appassure Replay, Acronis, Thinware vBackup• Re-build failed RAID arrays and manage customer RAID arrays• Train Field Techs on any system or system aspect with which they are unfamiliar• Troubleshoot various IP telephone issues

Assistant to IT manager for regional hub of medical facilities, duties include all types of windows based IT related maintenance (both server side and client side) in addition to some facilities maintenance: all maintenance requests go through the help desk.

Set up, repaired, and installed PC's for faculty. This includes repairing an old machine and cycling it to the next recipient on the list and handling all data backup and retrieval issues.