Sean Heelen Email & Phone Number

Pasadena, Md, Us

Baltimore, Maryland Area

Presently continuing a role in Audio Visual services supporting the Infrastructure Hosting and Centralized Connectivity Services (IHCCS) contract with the Centers for Medicare & Medicaid Services.* Engage in the Intergration & Testing of the ServiceNow platform utilized to maximize resources.* Propose improvements to existing technologies as well as processes.* Introduce new technologies to customer.* Ensure customer is knowledgeable and comfortable with updates to technology.* Coordinate large Federal events at the Centers for Medicare & Medicaid Services.* Organize and produce events streamed live on the Agency's YouTube channel.* Manage and operate all Audio Visual technology in support of Large Federal events.* Reduce the number of errors in the Large Conference Facility as part of a management initiative.

Baltimore, Maryland Area

Focused my skills and customer knowledge toward Audio Visual services in support of the Infrastructure Hosting and Centralized Connectivity Services (IHCCS) contract with the Centers for Medicare & Medicaid Services.* Engage in the Intergration & Testing of the ServiceNow platform utilized to maximize resources.* Introduce new technologies to customer.* Ensure customer is knowledgeable and comfortable with updates to technology.* Overhaul 85% of the wiring diagrams for the onsite Audio Visual systems.* Organize and produce events streamed live on the Agency's YouTube channel.* Manage and operate all Audio Visual technology in support of Large Federal events.

Woodlawn, Md

Supervised the help desk that supported the Video Teleconferencing needs of the 6,000+ federal employees at the Centers for Medicare & Medicaid Services (CMS).* Trained and mentored new employees ensuring customers were met with skilled operators. * Utilized Freshdesk CRM ticketing system to track technical issues.* Achieved a 96% improvement in customer response time from help desk over prior expectations.* Developed an enterprise scheduling process that resulted in a 65% reduction in email traffic.* Reviewed documents (i.e. price analyses, Scope of Work) to ensure accuracy.* Utilized technology to maintain remote operator engagement.* Developed testing processes to ensure the functionality of Video Teleconferencing equipment.* Served as the sole technical liaison between CMS and the White House.* Created monthly reports related to VTC helpdesk operations.* Reviewed administrative issues with staff in bi-weekly meetings.

Woodlawn, Md

Administer Audio Visual support to Centers for Medicare & Medicaid Services staff stationed in Baltimore, MD.* Engaged leadership in the development of forms to coincide with paperless scheduling migration.* Developed tools to track monthly usage of resources by request type to assist management.* Processed all requests for Audio Visual equipment.* Established standard operating procedures (SOP) for numerous pieces of Audio Visual equipment.

Washington D.C. Metro Area

Facilitated Video Teleconferencing (VTC) support to Centers for Medicare & Medicaid staff located in Washington, D.C.* Utilized qualitative data collection and analysis to bring about improvements in customer service.* Collaborated with Baltimore staff concerning daily operation of conferences.* Provided administrative support on projects.* Acted directly with CMS Management on the assignment of creating and editing training tools.

Bachelor Of Science (Bs), Business Administration

Certificate, Graphic Design

Associate Of Science (A.S.), Business Administration, Management And Operations