SEAN ASHBY
Miami,USA
Summary
Senior service specialist with focus on diagnostics, maintenance, and repair of complex systems. Strong emphasis on team collaboration and adaptability, ensuring reliability and efficient solutions. Skilled in troubleshooting, technical support, and customer service, with proven track record of achieving results in fast-paced environments. Known for problem-solving abilities and effective communication.
Overview
11
11
years of professional experience
Work History
IT Senior Service Technician
Miami-Dade ITD
04.2015 - Current
- Provides customer-facing support for 300+ members of the Miami-Dade Public Housing and Community Development staff.
- Processes and organizes software installation requests and deployment, both through manual installation and utilizing automation tools such as Active Directory and Microsoft Azure for 300+ users.
- Implement user authentication, authorization, and provisioning protocols that include SSO and MFA via Microsoft Azure cloud.
- Responds to service incidents via the Remedy ticketing system to resolve network, operating system, and application errors with minimum interruption of operations.
- Collaborate with Citrix Cloud support team to troubleshoot and resolve cloud environment issues.
- Empathize with users who's issues were unable to be resolved remotely by the help desk technicians and provide swift in-person solutions where possible.
- Supports and maintains user account information including provisioning of new accounts and access through security and system groups.
- Advocate for the customers to gain new technologies that'll ultimately increase their uptime and productivity.
JA Technical Support Specialist
Eleventh Circuit Courts
06.2014 - 04.2015
- Provided on-site support for the Administrative Office of the Courts and Judiciary staff
- Installed network software and setup users, directories and security systems
- Successfully troubleshot malfunctions of network hardware applications using configuration and testing tools
- Communicate and troubleshoot with customers through various channels, providing regular updates while liaising with Product and Engineering to resolve customer issues.
PC Technician
Miami International Airport
09.2013 - 06.2014
- Provided support in systems development activities
- Installed network software and assisted in user setup, directories and security systems
- Installed and configured communications equipment, including public announcement systems
- Performed testing to ensure operational equipment
- Diagnosed basic hardware problems and performed repairs
- Prepared documentation on processes, procedures and standards applicable to assigned projects
Education
Bachelor - Management Information Systems
01.2011
Skills
- Microsoft Azure Data Fundamentals
- Expertise in Microsoft O365 Applications
- Remote Troubleshooting
- Active Directory Management
- Printer Issue Resolution
- Citrix Workspace Proficiency
- Proficient in Advanced Diagnostics
- Systematic Troubleshooting Expertise
- Print Server Administration
Timeline
IT Senior Service Technician - Miami-Dade ITD
04.2015 - Current
JA Technical Support Specialist - Eleventh Circuit Courts
06.2014 - 04.2015
PC Technician - Miami International Airport
09.2013 - 06.2014
University of South Florida - Bachelor, Management Information Systems
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