Sean Mcelhanney Email & Phone Number

Toronto, Ontario, Canada

-Serve Fidelity Canada clients with a high level of quality professional service and technical support by telephone, chat, email and in-person while ensuring all daily SLA and KPI metrics are maintained.-Utilize ServiceNow ticketing tool for management of Incident, Service & Problem items with strong focus on minimal user & business impact, and achieving.

Toronto, Canada Area

• Field incoming requests to the Service Desk via telephone, self-service portal and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Check Service Desk queues and server/network monitoring for alerts - record and escalate them as needed.
• Document and track the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionKey Accountabilities
• Respond promptly and efficiently to phone calls and email requests from end users regarding IT issues according to defined SOPs and provide client-focused and effective technical guidance to resolve the issue /.
• Manage and document priority incidents within an incident management reporting system. Determine the scope of user issues and keep appropriate internal teams and users informed of status through action alarms and alerts.
• Maintain and publish operating procedure documentation within the Global Service Desk (GSD)department.

Markham, Ontario

• Worked within the Global Operation Centre as the first technical point of contact for all clients.
• Efficiently categorized and prioritized incident tickets through the use of diagnostic scripts, tools, databases and experience to establish the affect on customer operations. Resolved all issues with confidence.

Markham, On.

• Drove all priority 1 & 2 incident management tickets to resolution, interfacing with support, vendors and technical managers, while managing a shift of 10 Service Delivery Consultants.

Markham, On.

• Managed high profile clients, including CIBC, while monitoring and trouble shooting network incident tickets, resolving them quickly and efficiently, reporting to the Technical Shift Manager, using ITIL framework using.

Markham, On.

• Executed and monitored CA Batch to schedule the data backup and restore
• Operated NETBACKUP services on WINDOWS servers, UNIX servers and LINUX servers
• Recycled NETBACKUP services on client servers, media servers and sometime master servers

Markham, On.

Whitby, On.

Oshawa, On.