Technical Analyst
Resume:
Sean McAninch
PROFESSIONAL SUMMARY
●4+ years of professional customer service experience in fast-paced, deadline-oriented environments
●3+ years of professional Technological Analysis, in a fast-paced, detail-oriented environment
●Received an Associate's Degree in Computer Science from Pennsylvania Institute of Technology
●Greeted and conferred with customers to provide them with prompt, courteous service and assistance with information about products or services, orders, or obtain details of complaints
●Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or resolving common customer issues
●Performed all duties in accordance with all ShopRite Service Priorities (Safety, Friendliness, Presentation, and Efficiency)
●Computer proficiency: Microsoft Office Suite (Word, Excel and Outlook), Java tools, Web Development (HTML, CSS and JavaScript), Client-Server environments, CompTIA, IT Support, Networking, Network Security.
●Communicated with and excelled in a fast paced call center.
●Accessed and worked on logging and navigating data base systems.
●Troubleshooted and accessed computer issues.
●Configured and designed VoIP Systems, and Managed Networks.
●Actively worked on and administered Microsoft 365 Enterprise.
●Navigated and worked with DaaS systems, and VPN systems.
●Administered Broadsoft platform systems, and Cisco Webex control hub.
●Operated skillfully in a fast paced SLA.
PROFESSIONAL EXPERIENCE
EvolveIP
Technical Analyst
August 2021 to May 2024 (Full Time Position)
●Maintain and manage Network Devices such as Edgemarc 2900e, and Cisco Managed Switches.
●Provision and manage user seats and administration profiles.
●Work issue cases in a detail oriented environment, while being accurate and professional with the clients.
●Work on client end point systems, and ensure they are working as intended, with no downtime.
●Configure and fix VoIP desk phones.
●Set up VoIP call centers.
●Build and assign permissions to New User Seats with Teams, Webex, and Desk Phones.
●Use and operate effectively in the Broadsoft platform.
●Manage call recording systems and keep sensitive data secure for clients to access.
●Configure VPN systems.
●Support virtual desktops.
●Supported Microsoft 365 products in M365 Admin center.
●Provide phone support for Microsoft Teams, Exchange, and Outlook.
●Configure Microsoft 365 end users, and manage power-shell direct routing.
Amplity Call Center
Pharmaceutical Phone Representative
April 2021 to August 2021 (Temporary Assignment)
●Call Health Care Providers and inquire about their current address, and ensure the system data is up to date.
●Schedule meetings with Sales Representatives.
●Manage database systems.
●Keep to a time frame and organize work accordingly.
Optum Call Center
AARP Member Services Agent
August 2020 to January 2021 (Temporary Assignment)
●Speak with members of AARP United HealthCare Medicare Supplement plans to help with issues.
●Offer advice and plan options for the members.
●Place requests to send out ID cards and billing information.
●Pen letters to send out to members of the plan.
●Process payments and handle sensitive billing information.
●Sell AARP Memberships through the system.
●Work at a high paced call volume and defuse irritable callers.
Heffler Claims Group
Call Center Admin
January 2020 to February 2020 (Temporary Assignment)
●Communicated with claimants about questions regarding case status, and important information and dates.
●Locate required documents and file mailing requests.
●Research old documents through Lexus Nexus system, and track down addresses and names for individuals to send out compensation.
●Work independently toward a set goal, over a limited time frame.
●Manage time effectively and work within the company policies and adapt to constantly evolving situations and changes between cases.
Axion Healthcare Resources
Customer Service Representative
December 2019 to December 2019 (Temporary Assignment)
●Communicated with patients/medical professionals regarding order status and possible information needed to resolve coverage issues
●Obtained necessary patient information to provide excellent customer service
●Followed closely sets of outlined instructions, processes and procedures in accordance with the department and company policies. and quickly adapting to changes and modifications
●Worked independently with little to no supervision on goal-oriented projects and tasks
Burlington Stores
Store Loss Prevention Specialist
March 2019 to August 2019
●Delivered excellent customer service including assisting customers with shopping carts, distributing promotional fliers, and ensured a safe and organized front entrance area
●Executed weekly and daily quantity/ quality audits as directed by Loss Prevention Management
●Conducted store inventory and processed merchandise damages per company SOP
●Participated in company loss prevention and safety programs, and enforced standards as they relate to safety and security procedures such as conducting Associate bag checks per company guidelines
●Maintained a fair, consistent set of standards, using excellent judgment and discretion
●Executed other assigned tasks as directed by Loss Prevention Management
Shoprite Collins Family Market
Customer Service Associate
September 2014 to July 2018
●Greeted and conferred with customers to provide them with prompt, courteous service and assistance with information about products or services, retrieving items from high shelves, or obtaining details of complaints
●Checked to ensure that appropriate changes were made to resolve customers' problems
●Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or resolving common customer issues
●Guided customers to the right aisle or shelve in order to assist with purchasing activities
●Performed all duties in accordance with all ShopRite Service Priorities (Safety, Friendliness, Presentation, and Efficiency)
●Ensured that all shelves are properly stocked with the right items by handling inventory control procedures and inventory levels
●Ensure that damaged or spoiled grocery items are taken care of according to the policies of the company
●Computed sales prices, totaled purchases, and received and processed all forms of payment in accordance with Company guidelines
●Utilized and maintained equipment as required by department and reported any equipment problems to management
REFERENCES
Ryan Disch Manager – Director of Enterprise Support
●Email: ******@********.***
●Phone: 610-***-****
Ben Silver Manager – Director of Support
●Email: *******@********.***
●Phone: 952-***-****
EDUCATION
Pennsylvania Institute of Technology
●Associate's Degree in Computer Science Received
Franklin Apprenticeship
●Completed the Apprenticeship program with no issues, and went through certification for Network Security and Microsoft Fundamental
Certifications
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