Sean J. Ancrum
Fernandina Beach,Florida
Summary
Solutions-focused Technical Support Specialist known for high productivity and efficient task completion.
Overview
12
12
years of professional experience
Work History
Treasury Management Technical Support Specialist, Remote Support
First Horizon Bank
Jacksonville, FL
06.2022 - Current
- Delivered high-level support for treasury management services, addressing technical and user requirements.
- Collaborated with internal teams, including sales and product, to enhance customer satisfaction.
- Navigated multiple systems to resolve technical issues swiftly.
- Analyze client issues to identify opportunities for process improvement and potential risk factors.
- Ensured compliance with bank policies and federal regulations related to security and audits.
Treasury Management Technical Support Specialist I
AIC Contract
Birmingham, Alabama
10.2021 - 06.2022
- Provided technical and user support for treasury management systems, enhancing overall system functionality.
- Maintained up-to-date knowledge of system changes to enhance service delivery.
- Monitored client issues to identify opportunities for product and process improvements.
Contractor - Production / Technical Support III, Global Remote Services
TEKsystems Inc.
Jacksonville, FL
08.2020 - 07.2021
- Improved response times by resolving technical service tickets with Remedy Service Desk.
- Coordinated escalation of unresolved issues, ensuring timely software updates and resolutions.
- Provided remote support for end-users to resolve system and application issues efficiently.
- Assisted in deployment and configuration of desktops, laptops, and peripherals to enhance user readiness.
Technology Services Technician Tier II
Duval County Public Schools (DCPS)
Jacksonville, FL
07.2016 - 08.2020
- Resolved 95% of PC issues during initial contact, streamlining connectivity and email setup for new users.
- Troubleshot hardware and software issues in person, remotely, and over phone, ensuring swift resolution for users.
- Assisted personnel with installation, configuration, and usability of system hardware and software, enhancing user experience.
- Responded to technical support requests via telephone and email, escalating unresolved issues for prompt resolution.
Microcomputer Support Technician I
Florida State College at Jacksonville
Jacksonville, FL
07.2015 - 06.2016
- Resolved over 60 connectivity issues per month, minimizing downtime for staff and students.
- Configured equipment for employee use and ensured proper installation of cables, operating systems, and software.
- Installed, updated, and scanned for viruses, spyware, and malware, removing threats to maintain system integrity.
- Repaired laptops and desktops, including LCD screens, power switches, system boards, and video cards, restoring full functionality.
Help Desk Support Technician
Florida State College at Jacksonville
Jacksonville, FL
08.2014 - 06.2015
- Delivered timely technical assistance to end users via calls and emails.
- Provided comprehensive support for both Mac and Windows platforms.
- Executed hardware troubleshooting, identifying and resolving issues to restore functionality.
- Assisted in setting up hardware and peripherals, enhancing user experience and operational efficiency.
Education
Bachelor of Applied Science - Computer Systems Networking and Telecommunications
Florida State College at Jacksonville
Jacksonville, FL04-2016
Bachelor of Science - Advertising
University of Florida
Gainesville, FL05-1998
Associates in Arts -
Florida State College at Jacksonville
Jacksonville, FL08-1996
Skills
- Desktop and remote support
- Application support
- Incident management
- Case resolution
- Customer service and support
- Software installation
Timeline
Treasury Management Technical Support Specialist, Remote Support
First Horizon Bank
06.2022 - Current
Treasury Management Technical Support Specialist I
AIC Contract
10.2021 - 06.2022
Contractor - Production / Technical Support III, Global Remote Services
TEKsystems Inc.
08.2020 - 07.2021
Technology Services Technician Tier II
Duval County Public Schools (DCPS)
07.2016 - 08.2020
Microcomputer Support Technician I
Florida State College at Jacksonville
07.2015 - 06.2016
Help Desk Support Technician
Florida State College at Jacksonville
08.2014 - 06.2015
Bachelor of Applied Science - Computer Systems Networking and Telecommunications
Florida State College at Jacksonville
Bachelor of Science - Advertising
University of Florida
Associates in Arts -
Florida State College at Jacksonville