Anthony Sebastian
Cold Spring,KY
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
Work History
IT Customer Support Level 2
Cincinnati Insurance Company
09.2021 - Current
- Training New Hires for team, or other roles
- Worked with all remote new hires for company in order to setup VPN and basic computer functions before onboarding
- Undertook major projects like migrating to new security platforms, and MDM systems
- Manage unassigned tickets in ticketing system, assigning them to members of the team
- Created Knowledge Base articles that become standards of procedure
- Maintain a line of communication with all managers, including my own, in order to communicate issues throughout departments and find a course of action to resolve said issues
- Perform Disaster recovery training to ensure that the company can recover if said disaster takes place
- Identified security flaws in the system and resolved with security team to prevent system invasion.
Help Desk Engineer
Insight Global - TriHealth
05.2019 - 09.2021
- Supported and communicated software upgrades
- Worked with users to determine areas of technology in need of improved usability
- Documented clients' issues and processes of resolution
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Removed malware, and other threats from laptops and desktop systems
- Performed root cause analysis and general troubleshooting.
IT Help Desk Technician
Insight Global - CPC
02.2019 - 05.2019
- Managed, tracked and coordinated problem resolution and escalation processes
- Troubleshot complex multi-vendor network service provider issues
- Provided network support services for devices such as hubs, bridges, routers and other hardware
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Removed malware, and other threats from laptops and desktop systems.
Help Desk Analyst
Insight Global - Getronics
11.2018 - 02.2019
- Logged support tickets and closed when issues were resolved
- Identified and solved technical issues using variety of diagnostic tools and tactics
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Installed, modified and repaired software and hardware to resolve technical issues
- Resolved technical issues by troubleshooting
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
iOS MacOS Help Desk - Coach
Convergys Inbound Call Center
04.2018 - 11.2018
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions
- Resolved service and technical problems for customers by asking clear and specific questions
- Managed call flow to respond to technical support needs of customers
- Conducted tutorial services for students to provide academic support in iOS and MacOS environments.
Personal Banker
Citi
07.2017 - 03.2018
- Promoted all financial products by maintaining excellent service offering knowledge
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Expanded client base by promoting new financial products
- Achieved consistent recognition as top sales performer.
Data Collector
Convergys
11.2016 - 07.2017
- Assisted with multiple contracts
- Outbound called users who had purchased products or services to gather information for Contracted Companies
- These companies included: Acura, Mercedes Benz, Waste Management, P&G.
Sales Representative
Defenders - ADT
05.2016 - 08.2016
- Promoted Products and packages that were designed to fit the users needs
- Took payment and credit information over the phone
- Assisted users with understanding the process of buying an alarm system, and scheduling a visit for a technician to install system.
Crew Member
Wendy's
05.2014 - 05.2016
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT05.2025
High School Diploma -
Dixie Heights High School
Fort Mitchell, KY05.2016
Skills
- Technical support expertise
- Operating System Proficiency
- Wireless Networking
- Remote Support Capabilities
- Hardware Installation
- Help Desk Management
- Application support
- Incident Management
- Software configuration
- Asset Management
- Mobile Device Support
- Project management experience
- Printer Repair Expertise
References
Rhonda Schoulthies
Team Leader
513 236 1076
Mike Hoskins
Team Leader
513 328 9176
Timeline
IT Customer Support Level 2
Cincinnati Insurance Company
09.2021 - Current
Help Desk Engineer
Insight Global - TriHealth
05.2019 - 09.2021
IT Help Desk Technician
Insight Global - CPC
02.2019 - 05.2019
Help Desk Analyst
Insight Global - Getronics
11.2018 - 02.2019
iOS MacOS Help Desk - Coach
Convergys Inbound Call Center
04.2018 - 11.2018
Personal Banker
Citi
07.2017 - 03.2018
Data Collector
Convergys
11.2016 - 07.2017
Sales Representative
Defenders - ADT
05.2016 - 08.2016
Crew Member
Wendy's
05.2014 - 05.2016
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
Dixie Heights High School
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