Sean Childress
Van Nuys,CA
Summary
IT Operations and Desktop Support professional with 10+ years of experience supporting enterprise environments across Disney, Hulu, Niantic Labs, and Amazon Studios. Skilled in endpoint management, identity and access administration, system troubleshooting, and technical incident resolution in high-volume production environments. Experienced in supporting Windows and macOS systems, managing user provisioning via Active Directory, and collaborating with cross-functional engineering and production teams to maintain system reliability, performance, and operational continuity. Strong background in structured testing, technical debugging, and process improvement across IT and software environments.
Overview
5
5
years of professional experience
Work History
IT Analyst
Amazon Studios
Irvine, CA
04.2024 - 10.2024
- Supported IT onboarding and system provisioning, including Active Directory account creation and hardware/software setup for end users.
- Provided desktop and application support in a production environment, ensuring system availability and minimal downtime.
- Developed and executed structured test cases to validate system functionality and identify operational risks in software builds.
- Collaborated with developers and production teams to track defects, clarify requirements, and ensure timely resolution of technical issues.
- Analyzed test data to improve coverage efficiency and support informed decision-making for QA and release readiness.
- Trained and supported junior team members, ensuring consistency in procedures and escalation processes.
Desktop Support Engineer
Niantic Labs
Los Angeles, CA
12.2020 - 03.2024
- Provided technical support for Android and iOS devices in a live production environment, troubleshooting application and system-level issues.
- Managed test planning, execution, and tracking for software releases, ensuring feature stability and system performance.
- Coordinated with TPMs and engineering teams to manage defect tracking, triage issues, and validate fixes.
- Supported external QA teams and helped coordinate testing efforts across distributed environments.
- Contributed to improvements in QA and operational workflows through process review and collaboration with leadership.
- Reported system behavior, defects, and performance issues to ensure release quality and stability.
IT Analyst
Disney/Atos
Burbank, CA
08.2019 - 11.2020
- Provided Tier 1 IT support via email, and ticketing systems, resolving technical issues across hardware, software, and network access.
- Managed workstation deployment, including imaging, staging, configuration, and peripheral setup.
- Supported enterprise IT infrastructure by ensuring system readiness and user access continuity.
- Collaborated with vendors and service providers to resolve technical issues and reduce system downtime.
- Created internal documentation and user support guides to improve knowledge sharing and issue resolution efficiency.
- Monitored and responded to ongoing support requests in a high-volume enterprise environment.
Education
Associate of Science - Interactive Technology
Fullsail University
Winter Park, FL02-2025
Skills
- CORE SKILLS
- Desktop Support / Helpdesk Operations
- Incident Triage & Escalation
- Endpoint Setup, Deployment & Management
- User Account Provisioning (Active Directory)
- Hardware / Software Troubleshooting
- Windows (XP–10), macOS
- Active Directory
IT Operations & Support
Systems & Technical Tools
- MS Office Suite
- Jira, Zendesk, Salesforce
- Basic QA / Test Case Execution
- Technical Problem Solving
- Systems Debugging & Root Cause Analysis
- Cross-team Communication (Engineering / Production)
- Documentation & Knowledge Base Creation
- High-volume Ticket Management
Operational Strengths
Timeline
IT Analyst
Amazon Studios
04.2024 - 10.2024
Desktop Support Engineer
Niantic Labs
12.2020 - 03.2024
IT Analyst
Disney/Atos
08.2019 - 11.2020
Associate of Science - Interactive Technology
Fullsail University