Sean J. Ancrum
Fernandina Beach
Summary
An educated and experienced technician with enhanced IT training in providing computer hardware and software support for both Apple and Microsoft Operating Systems.
Overview
12
12
years of professional experience
Work History
Contractor - Production / Treasury Management Technical Support Specialist, Remote Support
First Horizon Bank
Jacksonville, FL
10.2021 - Current
- Responded to an average of 30+ inbound Treasury Management client calls daily, resulting in a 98% satisfaction rate.
- Effectively managed client issues and ensured all technical support needs were addressed promptly, prioritizing high-urgency tickets from the Service Management queue.
- Maintained advanced knowledge of Treasury Management tools, enabling a 20% reduction in escalated support requests.
- Received incoming calls to fulfill servicing requests and provide technical assistance.
- Prioritized high-urgency tickets in the Service Management queue.
- Provide client-focused solutions while compliant with bank Policies and Procedures.
- Tracked client issues, identifying recurring product concerns that led to two process improvements, averting client attrition.
- Ensure all audit and security policies and procedures are followed in accordance with Bank policies and Federal regulations.
- Attend weekly status, checkpoint, conference, and bridge calls.
- Perform other duties as assigned by the manager.
Contractor - Production / Technical Support III, Global Remote Services
TEKsystems Inc.
Jacksonville, FL
08.2020 - 07.2021
- Prioritized high-urgency tickets in the Service Management queue.
- Maintained accurate ticket records, consistently meeting 100% of site SLA requirements.
- Troubleshooting and escalating issues that arise daily.
- Support, troubleshoot, research, and resolve computer hardware and software problems related to installations, operating systems, application installations, network configuration, hardware deployment and recovery, and upgrades of new and existing computer equipment.
- Prioritized high-urgency tickets in the Service Management queue.
- Transferred applications to new workstations with zero critical data loss reported across 100+ deployments.
- Used Systems Management Tools to oversee desktop and laptop environments.
Technology Services Technician Tier II
Duval County Public Schools (DCPS)
Jacksonville, FL
07.2016 - 08.2020
- Respond promptly to telephone calls, emails, and technical support service requests, escalating issues as needed.
- Managed and completed 50+ IT projects, installing and maintaining workstations, which increased department productivity by 15%.
- Troubleshoot Office 365 on Microsoft Azure.
- Managed mobile devices through Microsoft Intune.
- Replaced hard drives, motherboards, and other computer components.
- Installed and updated Windows Operating Systems, Microsoft Office Suite, printer drivers, and other proprietary software programs.
- Updated virus protection software performs system scans and removes any detected viruses, spyware, and malware.
- Resolved 95% of PC issues during first contact, streamlining connectivity and email setup for new users.
- Assist personnel with installation, configuration, and ongoing usability of system hardware and software.
- Offer daily operations and systems support to personnel.
- Verify functionality of hardware and software components.
- Troubleshoot hardware and software issues in person, remotely, and via phone.
- Assist employees with computer problems and answer their questions.
- Conduct daily network backup operations.
Technology Services Help Desk Agent
Duval County Public Schools (DCPS)
Jacksonville, FL
03.2020 - 06.2020
- Assists and supports the IT service desk for Duval County Public Schools, Charter, and Contractors. Provide quality customer service to clients.
- Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
- Ability to communicate and work well with outside vendors, employees/customers, and all levels of management within the company.
- Simulates or recreates user incidents to resolve operational difficulties and recommends system modifications or alternative solutions to reduce them.
- Responsible for password resets and locked user accounts.
- Providing technical assistance for questions and problems.
- Resolving problems with networks and other computer systems.
- Diagnosing system errors and other issues.
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.
- Maintained firewall and VPN security, preventing any reported unauthorized access during tenure.
- Set up equipment for employee use, inspected and ensured proper installation of cables, operating systems, or appropriate software.
- Installed, updated, scanned, and removed any detected viruses, spyware, and malware.
- Repaired laptop and desktop units: LCD screens, power switches, system boards, and video cards.
- Built specifically designed and equipped computers for the gaming program.
Help Desk Support Technician
Florida State College at Jacksonville
Jacksonville, FL
08.2014 - 06.2015
- Provided technical assistance in both MAC/Windows platforms to end users.
- Assisted the help desk by responding to calls and emails for technical assistance.
- Assisted with setting up hardware and related peripherals.
- Used Active Directory to manage user permissions, user accounts (Creation, Deletion, Permissions, and user security with group policies.
- Provided basic troubleshooting of hardware and provided appropriate solutions.
- Aided with inventory tracking.
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 - undefined
Florida State College at Jacksonville
Jacksonville, FL08-1996
Skills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- Application installations
- Hardware upgrades
- Customer support
- System diagnostics
- Hardware configuration
- Desktop component repair
- Remote diagnostics
- Telecommunications
- Application support
- Mobile device management
- Local area network (LAN) engineering
- Security protocols
- Performance optimization
- Problem resolution
- Software installation
- User training
- Network administration
- Remote technical assistance
- Troubleshooting and diagnosing
- Technical instruction
- Advanced troubleshooting
- Telephone call control
- Remote desktop services and support
- Operating systems
- Ticket support system management
- Technical support
- Technical documents comprehension
- Issue troubleshooting
- Customer success management
- Ticket management
- Customer service expert
- Complaint resolution
- System administration
- Antivirus software
- Issue escalation
- Product training
- LAN/WAN
- Hardware diagnostics
- Hardware troubleshooting
- Analytical thinking
- Product knowledge
- Product troubleshooting
- Data entry
- Desktop support
- Decision-making
- Verbal and written communication
- Customer service
- Windows 10
- Network configuration
- Videoconferencing
- Appointment scheduling
- Information protection
- Mac systems
- Account updating
- Technical issues analysis
- Service support
- Wide-area networks
- Access issue resolution
- Network diagnostics
- Performance testing
- Staff education and training
- Call center operations
- Software diagnosis
- Active listening
- User support
- Microsoft outlook
- TCP/IP
- User credential management
Timeline
Contractor - Production / Treasury Management Technical Support Specialist, Remote Support
First Horizon Bank
10.2021 - Current
Contractor - Production / Technical Support III, Global Remote Services
TEKsystems Inc.
08.2020 - 07.2021
Technology Services Help Desk Agent
Duval County Public Schools (DCPS)
03.2020 - 06.2020
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 Science - Advertising
University of Florida
Associates in Arts - undefined
Florida State College at Jacksonville
Bachelor of Applied Science - Computer Systems Networking and Telecommunications
Florida State College at Jacksonville