Sean Fletcher Email and Phone Number

I specialize in creating intuitive and user-centered designs for websites and applications. I have a strong understanding of design principles and usability best practices, and I am skilled in conducting user research and analyzing user data to inform my design decisions.

As a Data Analyst in the Experiences + Devices org at Microsoft, I play a pivotal role on the M365 Trust & Compliance Team to ensure privacy, accuracy, and regulatory adherence in a fast-paced cloud environment.Key Responsibilities and Achievements: • Data Integrity: I meticulously validate attestation documents for our global External Staff, critical to maintaining regulatory compliance and safeguarding user privacy. • Stakeholder Collaboration: Collaborating seamlessly with both internal stakeholders and global External Staff, I ensure a harmonious balance between regulatory standards and the dynamic demands of cloud environments. My ability to bridge communication gaps fosters a united approach to privacy and compliance. • Accuracy and Compliance Assurance: My role embodies a relentless commitment to accuracy. By meticulously reviewing and validating documents, I actively mitigate risks, contributing to compliance objectives and bolstering the trust of our user base. • Training and Documentation: Leveraging my communication and customer service skills, I develop detailed training documentation with an aim to eliminate ambiguity. This ensures that future team members are aligned and well-equipped to uphold privacy standards.

Vendor employee working for H10 Capital in Data Analyst positions at Microsoft.

As an IT Business Analyst in the Alaska Airlines IT Service Desk, I had a strong track record of success in leading and supporting a wide range of IT projects. I am skilled in gathering business requirements and turning them into process flows, wireframes, and mockups.Highlighted Outcomes  • Performed UX research and modernized design for the IT Asset Management system, reducing software license lookup times by 75%.  • Redesigned IT notification emails, increasing customer survey volume by 300% and eliminating request approval errors.  • Created performance dashboards for the IT Service Desk, resulting in the complete automation of 85% of common metrics.  • Facilitated the launch of the IT Service Desk’s Chat feature, deflecting a projected 6% of support phone calls.Notable Projects  • Retirement of legacy email system (OpenText FirstClass)  • Various Virgin America Acquisition/Integration Projects  • SmartSheet Implementation  • IT Asset Management System Replacement  • Transition to Cognizant Service Desk MSP  • Windows 10 Upgrade  • IT Service Desk Request Form Redesigns  • IT Service Desk Live Chat ImplementationResponsibilities  • Facilitating the knowledge transfer to Cognizant Service Desk MSP  • Gathering and documenting business requirements  • Creating wireframes and mockups  • Creating process documentation and user flows  • Measuring CX (Customer Experience) metrics and KPIs  • Monitoring IT performance metrics  • Producing IT Dashboards and Reports  • Trend Analysis  • Service Desk subject matter expert for software licensing Training & Workshops  • Microsoft System Center Configuration Manager (SCCM) Training

As an IT Asset Management Administrator, I managed and maintained software products, documentation, and licenses. I was responsible for implementing net-new software, auditing IT asset utilization, and ensuring licensing compliance. I demonstrated strong customer service skills by effectively managing requests and incidents and handling purchasing and documentation tasks. I also gained experience in packaging and coordinating remote software deployments on thousands of internal endpoints.Highlighted Outcomes  • Created and administered the Software Catalog, improving internal IT documentation for over 500 software products.  • Developed the IT Service Desk website with an agile development team, reducing support phone calls by 15%.  • Conducted usability testing for the IT Service website.  • Implemented the Adobe Creative Cloud service, and migrated 200+ users to the new subscription license model.  • Helped to define the hardware reclamation process, to improve security and reduce equipment costs.Notable Projects  • Creating the Definitive Software Library  • Office 365 Implementation  • Cherwell ITSM Implementation  • Adobe Creative Cloud Implementation  • Virgin America IntegrationResponsibilities  • Request Management  • Incident Management  • Customer Service  • Purchasing  • Compliance Auditing  • Software License Administration  • Documentation  • Software Packaging (Symantec Altiris)  • Coordinating Software Updates and UpgradesTraining & Workshops  • ClearEdge Software Audit Defense & Response  • Bomgar Jump Client Training  • Cherwell ITSM (IT Service Management) Training

As an IT Field Technician at Alaska Airlines, I was responsible for providing on-site support and maintenance for the company's corporate office IT systems and equipment. This includes troubleshooting technical issues, installing and configuring new hardware and software, and providing training and support to end users.Highlighted Outcomes  • Helped to define project scope for upgrading computer hardware during the company’s system-wide Windows 7 upgrade project.  • Participated in several large-scale physical office relocations.Notable Projects  • Windows 7 Upgrade Project  • Supply Chain Department Relocation  • Finance Department Relocation  • Station Operations Control Department RelocationResponsibilities  • Request Management  • Incident Management  • Customer Service  • Software Deployment (Symantec Altiris)  • Handling of confidential software license information  • Documentation  • Computer ImagingTraining & Workshops  • Symantec Altiris Client Management Training

Vendor employee working for Reliant Group, Inc. in IT Business Analyst positions at Alaska Airlines.

Vendor employee working for Reliant Group, Inc. in IT Technician positions at Alaska Airlines.

As an Assistant Manager at a bustling Subway Sandwich shop, I played a vital role in ensuring seamless daily operations, exceptional customer experiences, and a motivated team environment. With a strong focus on maintaining high standards of quality, service, and cleanliness, I collaborated closely with the store manager to drive the shop's success.Key Responsibilities: • Team Leadership: Supervised and motivated a team of 8 sandwich artists, providing guidance, training, and support to ensure optimal performance and a positive work atmosphere. • Operational Excellence: Assisted in the day-to-day operations, including food preparation, inventory management, and cash handling, while adhering to company policies, procedures, and health and safety regulations. • Customer Engagement: Delivered exceptional customer service, taking pride in greeting and assisting customers, customizing orders, and addressing inquiries to enhance their dining experience. • Quality Assurance: Ensured consistent product quality by overseeing food preparation processes, monitoring portion control, and maintaining cleanliness and hygiene standards throughout the shop. • Sales and Upselling: Contributed to revenue growth by promoting new menu items, suggesting upsells, and effectively communicating value propositions to customers. • Shift Management: Coordinated and managed shifts to optimize staffing levels, assign tasks, and maintain an efficient workflow, minimizing wait times during peak hours. • Training and Development: Assisted in training new hires, imparting product knowledge, customer service techniques, and operational procedures to facilitate their seamless integration into the team. • Inventory Control: Monitored stock levels, tracked inventory turnover, and assisted in placing supply orders to ensure a well-stocked and organized shop environment.

Responsibilities • Trained new employees on food safety and handling procedures, as well as customer service techniques. • Acted as a shift supervisor in the absence of management, responsible for overseeing the smooth operation of the store and resolving customer issues. • Maintained a clean and organized work environment, ensuring that all equipment was properly sanitized and the store was ready for inspection at all times. • Baked fresh bread and cookies daily, created large party sandwiches and platters for catering orders.