Sean Brett Email & Phone Number

Amherst, Virginia, United States

• Manage team delivering critical technical support and solutions to 1,500 Lantheus Holdings Inc. employees, fostering relationships through proactive and reactive outreach resulting in a 99.8% customer satisfaction score.• Generated cross-functional service desk performance reports containing metrics, customer satisfaction data, and insights into ongoing projects.• Coordinated production of client-facing service desk SOP's and KB's across multiple platforms.• Implementing new CIIE client process opportunities by identifying, proposing and creating innovative solutions that ensure efficient delivery while managing cross-team communication.• Ensured compliance with and exceeded set contractual KPIs, goals, and SLAs.• Managed customer/ client relationships through regular meetings on a weekly and monthly basis with the client

Jacksonville, Florida, United States

· Able to manage the technical support team’s timely resolution of support requests· Assists with analysis, planning, testing, and implementation of solutions· Adept at resolving escalated issues from team members· Highly skilled at managing the updating of our technical support knowledge-base documentation on a regular basis· Ensure that the team adheres to client-established methods and procedures for responding to support requests· Proficient at the creation of analysis and trending reports for assigned unit

Jacksonville, Florida, United States

• Responsible for maintaining the enterprise IT asset management solution to acquire, deploy, track and support the full lifecycle of asset management for Aging True• Provides technological leadership to develop technology solutions that meet product benefit• Provide remote and over the phone technical support for Tier II issues. If issue beyond scope, generate procurement requisitions for end-user or coordinate with manufacturer warranty team• Managed relationships with assorted vendors & manufacturers• Provide support to end-users when placing or approving end-user IT hardware requests

St. Augustine, Fl

• Manage a team of 14 technicians performing service desk and desktop support services for 5 university campuses located in 3 states• Lead and coach service desk team members to deliver excellent technical and non-technical support with outstanding customer service in order to enhance the quality of support delivered• Analyzed ticket metrics and KPI’s leading to changes in process that reduced ticket volume by 27% & SLA breaches by 32%• Managed client relationships on the executive, staff and faculty level• Work closely with university procurement team to purchase hardware, software & IT equipment for all 5 campuses• Created weekly SLA statistical report for dissemination to executives outlining team metrics• Developed and implemented policies & procedures to standardize support across all 5 campuses• Initiated and managed vendor relationships improving response times and customer service• Work closely with applications, network operations & security teams to escalate & resolve issues appropriately • Project manage the deployment of IT kiosks at all 5 campuses to improve client experience and resolve issues quicker • Spearhead & project manage the launch of a new ITSM tool

Jacksonville, Florida Area

• Manage a team of 5 technicians providing IT support to 60 credit union branches and 2 corporate locations• Responsible for IT asset management including purchasing, reconciliation & disbursement• Manage client relationships with corporate officers, branch executives, department managers and staff for technology deployment projects, office/ cubicle moves, and branch upgrades to satisfy all concerns prior to said changes taking place• Created weekly SLA statistical report for dissemination to executives outlining team metrics• Identified, developed, and implemented Standard Operating Procedures (SOP’s) including, MDM deployment process, Datacard warranty and swap out method, asset procurement & standard branch build checklists which improved team cohesiveness as well as reduced repeat tickets by 22%

Jacksonville, Florida Area

• Manage 13 analysts in providing 24/7 tier 1 and 2 support for approximately 3500 employees of a NASDAQ-100 international pharmaceutical and biochemistry company• ITIL® SME (Subject Matter Expert) & trainer• Increased service factor by 8% as well as maintaining a 96.3% team average call quality score• Created weekly SLA statistical report for dissemination to executives outlining team metrics• Managed client relationship at executive level to improve customer service

Greater Nashville Area, Tn

• Manage 7 analysts in the support of proprietary software to 8,000 associates spanning 25 U.S cities.• Drove team to top performance rates in 2011 - 2015: 98% call resolution rate, 2% of all issues escalated to tier III• Creation of weekly reports for dissemination to company officers• Led deployment of advanced interaction analytics to reduce regulatory exposure through risk management strategies• Authored proprietary software documentation enabling application clarity to end users reducing incoming calls by 33%• Worked closely with Project Managers, developers and testers utilizing an Agile methodology for software development, Jira for bug/ issue tracking and SharePoint to track deliverables.

Greater Nashville Area

• Administered 7 web/desktop application systems for 7,500 associates, boasting system up-time 99.7%• Provided application admission and support to users based on established IAM processes• Conduct application training services over the phone, via the internet or in group setting• Collaborated with Tier 3 support representatives to troubleshoot and resolve various issues related to vendor software products and services

Nashville, Tn

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively to corporate employees• Assist with software implementation and system upgrades of over 400 field offices as well as home office• Worked with help desk team and Network Admins to resolve tickets received using Remedy & Service Now ticket system• Assisted corporate staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines• Logged escalated tickets into ticketing system based on company policy and priority • Produce several DVDs for senior corporate officers utilizing professionally pre-recorded AIG video commercials, while adding marketing materials

I-Tech Program

Associate Of Arts And Sciences (Aas), Computer Systems Networking And Telecommunications, 3.6

Major of Information Technology with a minor in Psychology

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