Sean McClanahan
Anacoco,LA
Summary
Knowledgeable Support Engineer ready to undertake management of challenging technical environments. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing hardware and software support to users and developing and implementing technical solutions.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Petty Officer Third Class
United States Naval Reserves
02.2023 - Current
- Gained valuable technical expertise by troubleshooting and repairing complex equipment malfunctions.
- Facilitated smooth operations during inspections, adhering to all relevant regulations while presenting a professional appearance of the unit.
- Advanced career development goals for subordinates through tailored coaching sessions based on individual needs.
- Collaborated with cross-functional teams, contributing unique insights from prior experiences that helped improve overall results.
- Ensured mission readiness by conducting regular equipment maintenance and inventory checks.
- Developed strong leadership skills through active participation in various trainings and exercises.
- Enhanced team performance by providing effective training and mentorship to junior sailors.
- Achieved operational excellence by diligently following standard operating procedures during daily routines.
REGIONAL SUPPORT TECHNICIAN II
JCM GLOBAL
10.2022 - Current
- Provide expedient on-site and remote support for Windows 10/11 devices, Server 2016+, networking, and proprietary electronics integrations
- Evaluate, create, and monitor maintenance and support policies on multiple platforms
- Identify opportunities to improve processes for better support
- Physical installation of end-user hardware and proprietary electronic equipment
- Establish and maintain client, vendor, and professional relationships
- Provide in-person client support as well as remote support via phone, email, and web meetings
- Provide third-party vendor management to create a seamless experience for our clients across multiple platforms
- Developed comprehensive documentation for equipment maintenance procedures, increasing efficiency among technicians.
- Serve as a primary escalation point for customers and junior technicians to solve complex technical issues
- Training clients and junior technicians on the products and services we offer, as well as third-party systems
- Deliver performance reports and metric data to clients and management
- Case management using JIRA
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Optimized system performance thorough testing and analysis.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
IT TECHNICIAN
US ARMY ALLEN MEMORIAL LIBRARY
02.2022 - 10.2022
- Provide training to staff members on usage of Army systems and procedures to ensure team members have the knowledge to perform to Army standards
- Support Windows 10 devices, and Server 2019 with on-site support and remote support via RDP in accordance with Army standards
- Provided hardware support as well as networking support
- Support civilian staff members and Army personnel through a diverse set of technical issues via call, email, in-person support, and remote support through Microsoft Teams
- Collaborate with management to implement IT policies and procedures
- Constructed a policy framework that meets Army IT standards, while also providing fast, efficient service to staff members and Soldiers
- Developed a system for tracking support metrics for both individual and team performance and delivered the reporting to management.
SUPPORT SPECIALIST II
EXAMSOFT WORLDWIDE INC.
05.2020 - 02.2021
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Understood and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Tested and reproduced customer-facing issues in test environments.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Education
ASSOCIATE OF ARTS -
TARRANT COUNTY COLLEGE
12.2017
Skills
- Training and mentoring
- Teamwork and Collaboration
- Problem-Solving
- Excellent Communication
- Attention to Detail
- Quality Control
- System Troubleshooting
- Documentation And Reporting
Product Knowledge
- Office 365
- Windows 10/11
- Azure
- MacOS
- Salesforce
- Zendesk
- JIRA
- Google Workspace
Certification
CompTIA A+ Certified, September 2022
Timeline
Petty Officer Third Class
United States Naval Reserves
02.2023 - Current
REGIONAL SUPPORT TECHNICIAN II
JCM GLOBAL
10.2022 - Current
IT TECHNICIAN
US ARMY ALLEN MEMORIAL LIBRARY
02.2022 - 10.2022
SUPPORT SPECIALIST II
EXAMSOFT WORLDWIDE INC.
05.2020 - 02.2021
ASSOCIATE OF ARTS -
TARRANT COUNTY COLLEGE
CompTIA A+ Certified, September 2022
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