Open To Work
Sean Schwartz
Cedartown,GA
Work Preference
Summary
Versatile professional with expertise in customer service, IT support, and project management. Proven track record of enhancing client satisfaction through efficient resolution of technical issues. Demonstrated ability to improve operational effectiveness across diverse sectors.
Overview
21
21
years of professional experience
Work History
Service Delivery Analyst
ThinkOn
Roswell , GA
08.2023 - 08.2026
- Provided technical support and troubleshooting for customers' service requests.
- Ensured customer satisfaction through proactive communication and issue resolution.
- Tracked progress on open tickets and ensured timely closure in line with SLAs.
- Collected and analyzed service metrics to enhance operational efficiency., managing budgets and troubleshooting technical issues.
- Supported project initiatives aimed at enhancing client satisfaction and engagement.
- Assisted in developing policies and procedures for incident management and problem solving.
Delivery Driver
DoorDash, InstaCart, Grubhub and Postmates
Cobb county
10.2020 - 08.2023
- Efficiently delivered food orders to customers' locations, prioritizing customer needs and promptness.
- Delivered groceries and meals to customers across Cobb County, ensuring satisfaction with timely service.
- Utilized GPS to navigate routes, achieving on-time delivery for every order.
Technical Support/Customer Service Rep
TTEC
12.2020 - 07.2021
- Provided troubleshooting assistance for BCBS website and phone applications, ensuring seamless user experience.
- Resolved customer inquiries while maintaining compliance with established company policies, improving service reliability.
- Maintained high standards of customer support across various communication channels.
- Delivered inbound call support to enhance customer satisfaction for Blue Cross Blue Shield customers in Midwest region.
Senior NOC Engineer
Insight (PCM, Inc)
Roswell, GA
01.2014 - 10.2020
- Built and led team delivering endpoint management services, including patching, monitoring, and anti-virus solutions.
- Led a team in providing monthly patching and antivirus services for 78 clients and over 8,000 systems across multiple platforms.
- Additionally, operated in senior Windows engineering capacity for all Managed Services clients.
- Developed and deployed Active Directory Group Policies to facilitate endpoint management.
- Managed systems within ESX and Hyper V environments.
- Authored and documented processes and runbooks to streamline team operations and enhance knowledge sharing.
- Developed and provided training for team members within our team and outside as well.
- Coordinated onboarding services for endpoint management for all clients.
- Monitored network performance, ensuring system functionality and uptime for optimal client service.
- Troubleshot customer issues through effective communication and technical analysis.
- Collaborated with cross-functional teams to resolve complex network incidents swiftly.
- Assisted in the implementation of new technologies to enhance network capabilities.
- Monitored incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.
Systems Engineer
Enroute Networks
Roswell, GA
05.2011 - 01.2014
- Troubleshooted technical issues related to servers, networks, storage systems, virtualization platforms and other IT infrastructure components.
- Monitored network performance, identifying and recommending improvements to optimize system efficiency.
- Provided technical support for end-users by troubleshooting hardware and software issues remotely or onsite.
- Delivered technical support and training for end-users, enhancing their proficiency with new systems.
- Coordinated activities with suppliers, contractors, and departments to streamline project execution.
Service Team Leader
Radical Support
Roswell, GA
07.2006 - 02.2011
- Led service team in delivering exceptional customer support.
- Resolved escalated customer complaints promptly and professionally.
- Resolved customer inquiries through effective communication.
- Monitored team performance and provided constructive feedback.
- Trained new staff on company policies and procedures to ensure compliance and service consistency.
- Developed training materials that improved staff skills and streamlined onboarding process.
- Coordinated service schedules to optimize team efficiency.
- Collaborated with management to align team goals with company objectives.
- Collaborated with other teams and departments in order to meet organizational goals.
Support Technician
Intelliteach
Atlanta, GA
06.2005 - 06.2006
- Provided technical support for software and hardware issues to users.
- Provided technical support to customers via phone, email and remote access applications.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Resolved network connectivity issues for customers, ensuring reliable access through various networking protocols.
- Managed ticketing system, tracking and prioritizing user requests to ensure timely resolutions.
- Maintained detailed records of customer interactions and service requests to enhance support processes.
- Trained new staff on systems and customer service best practices.
Education
HP Certification For Zerto Disaster Recovery -
Zerto Certification
None08-2023
Technical - IT
Computer-Ed Institute
Roswell, GA09-2003
Skills
- Technical support
- Incident management
- Customer relationship management
- Project coordination
- Team leadership
Timeline
Service Delivery Analyst
ThinkOn
08.2023 - 08.2026
Technical Support/Customer Service Rep
TTEC
12.2020 - 07.2021
Delivery Driver
DoorDash, InstaCart, Grubhub and Postmates
10.2020 - 08.2023
Senior NOC Engineer
Insight (PCM, Inc)
01.2014 - 10.2020
Systems Engineer
Enroute Networks
05.2011 - 01.2014
Service Team Leader
Radical Support
07.2006 - 02.2011
Support Technician
Intelliteach
06.2005 - 06.2006
HP Certification For Zerto Disaster Recovery -
Zerto Certification
Technical - IT
Computer-Ed Institute