Sean L. (Monty) Lacey
Dale City,Virginia
Summary
A talented Technical Support Representative with a gift for understanding the needs of both savvy and non tech savvy customers. Versed in troubleshooting and desktop support on Windows systems. Proficient in Microsoft Office products and a variety of other computer applications. Proven skill in resolving problems quickly. Adaptable, and dependable with strong organizational skills. Experienced at multitasking in a variety of settings. Have over twelve years of supervisor/management experience.
Overview
23
23
years of professional experience
Work History
IT Support Specialist
OASAS/SCI/USGS
Reston, Virginia
05.2002 - Current
- Serve as Tier II point of contact for resolution of desktop/workgroup-related problems
- Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 10, Active Directory, Office 365, Internet connections, and hardware/peripherals
- Have earned reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues
- Configure, image and set up workstations and laptops for new employees as well as re-image additional machines when necessary
- Am consistently recognized for excellent customer service through customer surveys based on technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users. Because of this recognition have been assigned to Directors Office and VIP tickets exclusively.
- Create help desk tickets, troubleshoot and resolve desktop issues.
- Prepare new computers and mobile devices according to internal policies on standardized software and security deployments.
- Answer questions and provide information to customers about new software or hardware.
- Determine hardware and network system issues using proactive troubleshooting techniques.
- Provide technical support to approximately 3000 customers.
- Load software, grant permissions and configure hardware for new employees as part of onboarding process.
- Assist customers in identifying issues and explained solutions to restore service and functionality.
Jr. Web Technician
OASAS/US Department, Justice
Washington DC
06.2001 - 05.2002
- Responsible for upgrading and maintaining Dept of Justice intranet web site
- Responsible for uploading time sensitive materials to intranet site
- Worked with staff to convert materials into electronic format.
- Used Microsoft Word and other software tools to create documents and other communications
- Improved operations through consistent hard work and dedication
- Demonstrated respect, friendliness and willingness to help wherever needed
Marketing Representative
OASAS HQ
Springfield, VA
11.2000 - 06.2001
- Coordinated telemarketing and marketing activities in effort to promote OASAS Education Center
- Conducted market research to determine target markets for Education Center
- Processed incoming phone calls with regards to potential students as well as advertisers
- Worked with several local media outlets (television & print) to produce monthly advertising
- Produced and distributed flyers, posters, and other advertising to potential students via mail, phone calls, and door to door distribution
- Interviewed and counseled potential students
- Developed media plan and oversaw creative copy for TV ad campaign.
Marketing Representative
OASAS HQ
Quantico, VA
10.2000 - 11.2000
- Interviewed military personnel regarding use and functionality of database developed by OASAS
- Documented series of interviews in report form, and reviewed with commanding officers.
Assistant Branch Manager
Chevy Chase Bank
Fairfax, VA
11.1999 - 07.2000
- Worked with customers on daily basis, meeting their banking needs and answering their financial questions
- Accepted and processed customer deposits and loan payments
- Maintained and balanced cash drawer daily
- Supervised sales and daily operations within branch to ensure efficiency and productivity
- Clearly communicated duties and responsibilities to staff members
- Responsible for employee development, retention, and providing positive role model.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups
- Developed and managed employee schedules, balancing individual requests and requirements with business needs
- Supervised team of five branch employees and made recommendations regarding performance evaluations
- Supervised and evaluated staff, enabling them to improve skills, and achieve daily objectives
Co-manager
STRUCTURE
Fairfax, VA
05.1999 - 07.2000
- Developed strategies and plans to achieve sales results through business analysis, action planning, effective communication and consistent accountability.
- Applied and taught effective selling strategies and supervisory practices to staff of 15.
- Networked, recruited, assessed and hired qualified candidates.
- Facilitated training activities for department and staff of 15 individuals
- Answered questions about store policies and addressed customer concerns.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Trained team members in successful strategies to meet operational and sales targets.
- Completed daily paperwork and computer entry of sales data as established by management.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Trained and developed new employees for ease of transition into team.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
Skills
- Collaborative Team Player
- Interpersonal Skills
- Attention to Detail
- Verbal and Written Communication
- Microsoft Windows and Office
- Customer Communication and Empathy
- A Certification
- Remote Technical Support
- Hardware and Software Repair
- Friendly and Patient
- Customer Service Support
- Help Desk Support
References
Available upon request
Timeline
IT Support Specialist
OASAS/SCI/USGS
05.2002 - Current
Jr. Web Technician
OASAS/US Department, Justice
06.2001 - 05.2002
Marketing Representative
OASAS HQ
11.2000 - 06.2001
Marketing Representative
OASAS HQ
10.2000 - 11.2000
Assistant Branch Manager
Chevy Chase Bank
11.1999 - 07.2000
Co-manager
STRUCTURE
05.1999 - 07.2000
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