Sekou Diao
Clermont,FL
Overview
24
24
years of professional experience
Work History
Senior IT Support Analyst
Atos Business Services Solutions/DISNEY
Celebration, FL
06.2015 - 10.2023
- Apply understanding and knowledge of information systems products and services to assist clients/customers
- Identify, investigate and research user questions and problems as well as isolate and resolve information systems and applications problems
- Led troubleshooting efforts for software and hardware issues across macOS and Windows platforms, significantly reducing user downtime and enhancing operational efficiency
- Executed comprehensive imaging, deployment, and refresh processes for new and existing macOS and Windows workstations, ensuring consistency and reliability across all devices
- Managed and facilitated system migrations, smoothly transitioning users to updated macOS and Windows environments with minimal disruption to daily operations
- Adapt to sudden changes in priorities, environment and multi-task effectively
- Coordinate bridge calls and escalations to appropriate technical, professional, or service personnel
- Active member of different support groups such as Office Automation, Parks and Resorts, Apple/Mac support, VP/Executive support, Remote Access, and User ID Provisioning Team
- Provide remote resolution of incidents on Mac and Windows platforms to users from Walt Disney World Resort in Orlando, California Disneyland Resort, Tokyo Disney Resort, Disneyland Paris, Disney Cruise Line, ABC Television, ABC Radio, ESPN, ESPN3, Marvel, Disney Consumer Products, Disney Publishing, Pixar, Disney Theatrical, Disney Worldwide Services, and Miramax using ServiceNow ticketing system
- Provide PDA configuration support for Disney mobile customer around the world
Senior IT Support Analyst
Xerox Business Services/DISNEY
Celebration, FL
05.2006 - 06.2015
- Apply understanding and knowledge of information systems products and services to assist clients/customers
- Identify, investigate and research user questions and problems as well as isolate and resolve information systems and applications problems
- Led troubleshooting efforts for software and hardware issues across macOS and Windows platforms, significantly reducing user downtime and enhancing operational efficiency
- Executed comprehensive imaging, deployment, and refresh processes for new and existing macOS and Windows workstations, ensuring consistency and reliability across all devices
- Managed and facilitated system migrations, smoothly transitioning users to updated macOS and Windows environments with minimal disruption to daily operations
- Adapt to sudden changes in priorities, environment and multi-task effectively
- Coordinate referrals and escalations to appropriate technical, professional, or service personnel
- Active member of different support groups such as Office Automation, Parks and Resorts, Apple/Mac support, VP/Executive support, Remote Access, and User ID Provisioning Team
- Provide remote resolution of incidents on Mac and Windows platforms to users from Walt Disney World Resort in Orlando, California Disneyland Resort, Tokyo Disney Resort, Disneyland Paris, Disney Cruise Line, ABC Television, ABC Radio, ESPN, ESPN3, Marvel, Disney Consumer Products, Disney Publishing, Pixar, Disney Theatrical, Disney Worldwide Services, Miramax
- Provide PDA configuration support for Disney mobile customer around the world
Senior IT Support Analyst
ACS-Inc
Orlando, FL
05.2003 - 05.2006
- Provided customer service to General Motor mainframe clients and contractors around the globe as well as other IT departments within the company in the form of desktop/security support
- User AD account unlock / reset
- Outlook configuration assistance
- Bridged call coordination between on call support team and management
- Monitored jobs run for GM mainframes factories around the globe and largely its main hubs based in Detroit and in Lansing
IT Support Analyst
Lockheed Martin
Orlando, FL
06.1999 - 05.2003
- Provided customer support to GM Mainframe clients, US Chamber of Commerce, Nike, and contractors around the globe as well as other IT departments within the company in the form of desktop/security support
- User AD account unlock /reset
- Outlook configuration assistance
Timeline
Senior IT Support Analyst
Atos Business Services Solutions/DISNEY
06.2015 - 10.2023
Senior IT Support Analyst
Xerox Business Services/DISNEY
05.2006 - 06.2015
Senior IT Support Analyst
ACS-Inc
05.2003 - 05.2006
IT Support Analyst
Lockheed Martin
06.1999 - 05.2003
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