Sean Mackinnon Email & Phone Number

Boston, Massachusetts, Us

Boston, Massachusetts, Us

Round Rock, Texas, Us

Developed technical training and educational material for audiences with varying technical ability. Designed, deployed, documented, and maintained POC / Lab environments for training and asset production.• Expedited development and delivery of virtual environments for training classes by devising a bridging methodology between the class virtual lab and the secured development virtual lab, removing down time introduced by depending on Operations to run migrations.• Designed and deployed an ECS appliance configuration and infrastructure that divided the appliance into 2, enabling development of courseware using features that required more appliances than were available and providing extra lab resources for course developers.• Instrumental in development and offering of the first in-depth SRM training labs by taking initiative locating, deploying and configuring underutilized appliances into lab infrastructure.

Round Rock, Texas, Us

Lead eService support team to improve the creation and delivery of product knowledge via the Salesforce knowledge base system as the Salesforce Knowledgebase and Knowledge Centered Support SME.• Enhanced user self-sufficiency and reduced support ticket times through development of a best practices and standards guide for knowledge base article creation, reinforcing knowledge centered support methodology.• Improved knowledge base article consumption, reduced replicated work and improved ticket times through creation of biweekly eService newsletter that brought attention to relevant knowledge base articles that followed trends in customer troubleshooting ticket creation.

Round Rock, Texas, Us

Engaged EMC2 product users to provide product support and problem solving for the EMC2 Smarts software suite. • Promoted to lead of eService role due to taking initiative on creating and updating knowledge base articles and documentation for correctness, conciseness and ease of use by user.• Played a key role in saving a software roll out from missing critical deadlines through problem replication, identification of underlying cause and working alongside engineering to drive solution into production.• Deployed and implemented comprehensive lab environments utilizing all applicable software products and features, leading to adoption of these environments by the rest of support team for troubleshooting and problem resolution testing, resulting in more comprehensive support ticket resolutions and lower turnaround times.