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 first call resolution.-Provide First-level technical support and accountability on core infrastructure services such as network connectivity, systems and applications access, Active Directory, Exchange/O365, SharePoint, Enterprise Mobility, VDI (Citrix & VMware) and VPN access.-Access Management - Understand the onboarding & offboarding process to guide the business for logical & physical access, and work closely with Access Management team where necessary.provide user training to end users on applications and technologies used in the organization, Microsoft Windows and Apple systems.-Ensure timely resolution or escalation of incidents, and prompt communications of progress to end-users.-Create and maintain Knowledge Base articles for end-users and Technical team.

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 / problem. Analyze issues to diagnose root causes and devise solutions or workarounds to minimize the impact to productivity.• 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.• Provide cross training on the systems, tools and procedures for newly hired GSD Analysts as required.• Lead weekly team meeting, reviewing process to better address user issues and more effectively provide strong client service.Key ToolsActive DirectoryOffice 365 AdminExchange AdminOKTA AdminService NowRemedyZoom AdminRSADocusign Admin

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 processes, procedures, tasks, and checklists.

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.