Summary
Overview
Work History
Education
Skills
Timeline
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Sean McVey

Methuen,MA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

18
18
years of professional experience

Work History

Associate Manager Desktop Support

CVS Caremark
08.2020 - 08.2023
  • Manage team of 10 to 15 L2 desktop support techs in daily activities including incident resolution and service request fulfillment.
  • Asset management - coordinate annual hardware refresh projects.
  • Training - produce relevant training documents and KB articles as need arises. Update existing training materials.

Desktop Support Manager

Aetna, A CVS Health
02.2012 - 08.2020
  • Worked onsite at Aetna representing multiple technical support contracting companies including Atos, Tech Mahindra, and Xerox
  • Managed team of level 2 desktop support engineers both on-site and remote in their daily activities.
  • Incident and Service Request management using Service Now.
  • Developed training modules and onboarding processes for new techs.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision

L2 Desktop Support Tech

Neurogen
02.2006 - 03.2008
  • Supported drug-discovery scientists with computer issues.
  • Purchased, setup and installed new computers.
  • Worked with various systems, software and peripherals and various types of games.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and published policies.

Education

Bachelor of Arts -

Syracuse University
Syracuse, NY

Skills

  • ITIl
  • Service Now ticketing and reporting
  • Mentoring
  • Documentation
  • Asset Management
  • Customer Service - extensive experience resolving customer escalations
  • Extensive troubleshooting experience with hundreds of software apps, windows and macOS

Timeline

Associate Manager Desktop Support

CVS Caremark
08.2020 - 08.2023

Desktop Support Manager

Aetna, A CVS Health
02.2012 - 08.2020

L2 Desktop Support Tech

Neurogen
02.2006 - 03.2008

Bachelor of Arts -

Syracuse University

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Sean McVey