Sean G. Nixon

Business Technology Support Manager II

SUMMARY OF EXPERIENCE

Vast technical experience in assisting organizations with reaching its business objectives and goals.

Over 20 years of Systems Administration, Network System Installation, Hardware/Software Deployments, security, and maintenance experience.

SKILLS

Extensive knowledge of computer network operations

Advanced experience with the installation and monitoring of software applications

Excellent project management, multi-tasking, and organizational skills

Extensive knowledge of Desktop Support for corporate executive staff

Demonstrated leadership and ITIL best practices, team oriented

Managing CCTV IT systems/network activities

Managing IT Asset Management

Strong work ethic, detail oriented, proactive, and enthusiastic

TECHNICAL SKILLS

Desktop/Network Operating Systems – Windows 7, Windows 8.1, Windows 10, Vista; Windows 2003 – 2008 Server; Windows 2000 Professional; Windows XP; Windows NT Server/Workstation 4.0; Windows 95 and 98; Novell NetWare 3.11, 3.12, and 4.1; SCO UNIX; Sun Solaris

Hardware – Compaq; Dell; Hewlett Packard; IBM; iPhone; iPad; MacBook; iMac; mac mini and Toshiba Pentium workstations and file servers; Hewlett Packard, NEC, and Epson printers; 10Base-T and 100Base-T 16-port Ethernet hubs; routers; modems; various communication protocols

Software – StorageTek; Tivoli; Remedy; SCCM, SharePoint; ServiceNow Ticketing System; Good for Enterprise; MS Project; HP OpenView; GFI Landguard; Shadow Security Scanner; Seagate; MS Exchange 5.5; Lotus Notes 4.6; ccMail; Business SAP, Microsoft Office 97, 2000, 2003, 2007, 2010 and 2013; Office 365; Internet Explorer; Netscape; Adobe Acrobat; McAfee; Norton Antivirus; WordPerfect 6.1; MS Outlook 2000, 2003, 2007, 2010, 2013 and 2016

EDUCATION

Electronics and Technology/Networking Diploma, Computer Learning Center, Alexandria, VA, 1996

Business Management courses (B.S. degree pending), Saint Augustine’s College, Raleigh, NC, 1992-1995

Principles of Management course, Prince George’s Community College, Largo, MD, 1994

EXPERIENCE

ARK Solutions, Inc. (Bethesda, MD) 08/2022 – Present

Service Availability Manager(Product Incident Manager)

The Service Availability Manager executes the IT Incident Management process and facilitates the execution of the change, Release and Problem Management processes. Additionally, the Service Availability Manager ensures the IT Communications Plan is executed at a high level of consistency and provides feedback for improvements.

The Service Availability Manager also coordinates services from third-party providers or vendors and participates in establishing the required service level agreements and tracking related performance.

The Service Availability Manager ensures that any new system meets production onboarding requirements before production deployment at the direction of the Senior Service Availability Manager.

Sysco (Landover, MD) 01/2018 - Present

BTSS II (Business Technology Support Manager II)

Business Technology (BT) support manager II are the hands on senior technical support of IT infrastructure technology which includes, but is not limited to overseeing the following devices - workstations, laptops, iPads, PDA devices, printers, network equipment, telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other technology used to conduct business at an operating company facility involved in the training the Support Specialist I associates as well as continued knowledge transfer to the BT support technicians.

Required to be the local corporate IT representative to answer any IT related question and to train the local staff how to enter service requests, how to prioritize service requests, assign service requests, and how to best utilize the current support mode.

Additional requirements are to actively contribute to the development of policies and procedures to continuously improve and simplify technology services across the Sysco enterprise.

Responsible for managing and participating in hardware roadmap planning sessions and testing new products to validate compatibility and functionality.

Required to be the local escalation contact for any related IT support issues and to ensure escalations flow up to their Sysco Team Leads and to the BT Support Leads to quickly resolve any issues.

Required to meet with the local senior management on a regular basis to keep management informed on proactive refresh cycles, hot spare inventory, anti-virus compliance, patch compliance, enterprise upgrade projects, data backups, and the general health of their local technology.

Apex Systems (Falls Church, VA) 02/2017 - 01/2018

Service Desk Lead

Leads a team of Service Desk Technicians providing centralized support to users at multiple sites.

Guides team in analyzing incidents to identify underlying problems.

Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.

Produces timely, accurate, and useful reports, both for internal analysis and client-facing interaction.

Assures accuracy of issue logs and measures follow-up in relation to required timeframes.

Maintains current knowledge of relevant technologies as assigned.

Participates in special projects as required.

Produced reports used to present detailed status information to the government client.

Idexcel (Herndon, VA) 07/2016 - 02/2017

Senior Desktop Engineer

Responsible for ensuring the overall technical capability at the SGZ manufacturing location to ensure the systems are managed in a manner that promotes efficient, reliable, and secure operation.

Drives the strategic and operational alignment of IT and Organizational business goals for this location.

As the onsite Senior Desktop Engineer completes much of the direct work on the PCs and network.

Coordinates work with other functional Groups.

Responsible for supporting a variety of technologies including: The administration, support and troubleshooting of the all-site hardware and software.

Contributes to design of network and application architecture, integration, and installation.

Maintenance and support of internal LAN networks.

Leads the design and implementation of redundant systems, policies, procedures to ensure effective availability and protection, as well as integrity of the environment.

Establishing and tracking metrics related to key performance objectives and service levels.

Catapult Technology/SC3 (Alexandria, VA) 12/2015 - 07/2016

Customer Support Center Lead/ (MDM) Mobile Device Management Engineer

Responsible for leadership, overall successful oversight, and operations for the Customer Support Center team.

Provide daily supervision and direction to staff responsible for technical assistance to computer system users; answering questions, resolving computer problems, providing assistance concerning computer hardware/ software including printing, office tools, email, Windows Operating Systems, performing computer related troubleshooting, maintenance including virus removal/password resets/email setup/software installs and supporting custom developed and COTS applications.

Manage the performance of Tiers 1 and 2 service & support to clients and ensure service levels are achieved.

Ensure customer expectations are met or exceeded.

Ensure staff meet or exceed expectations in regards to performance, defined metrics/benchmarks, standards, and processes are followed to provide superior customer service.

Ensure real time monitoring of call volumes, wait times and queue volumes enabling appropriate reactions and response to surge or lull situations.

Develop, update, monitor processes, procedures including establishing and maintaining a knowledge base supporting CSC Representatives.

Mobile Device Management (MDM) deployment experience with Blackberry, iPhone, iPad, Android, Samsung Galaxy device provisioning using MaaS360 for Apple mobile devices and Blackberry Enterprise Server V12 with MS-Exchange for Blackberry mobile devices during mobile device refresh rollout.

Provides tier 2/3 support to investigate and resolve problems, inefficiencies, and performance issues which may require shift work or after hours call-in 7/24/365 to meet customer SLAs.

Responsible for updating SOPs exist for all aspects of mobile device operations.

Responsible for domestic and international mobile device deployments.

Responsible for (ITAM) IT Asset Management.

Special Olympics International (Washington, DC) 08/2015 - 12/2015

Senior Help Desk Manager

Leads the customer support function for the Special Olympics International (SOI).

Manages the SOI helpdesk staff and provides Level 2 client support for the organization’s hardware as well as SOI developed software and systems using Microsoft Office 365/ Active Directory Administration.

Oversees and manages SOI’s Helpdesk ticket tracking system.

Liaisons with the Senior Manager of Program Technologies to provide level one support for SOI’s Games Management System (GMS), Accreditation and Census systems.

Serves as the point of contact for the wireless service provider.

Provides monthly reports and analysis to IT management showing call rates, support trends and training needs for staff.

Assists with the processing of incoming and outgoing employees, issuing/ retrieving hardware, providing copies of data and email to supervisory personnel.

Installation and troubleshooting of computer hardware/ software to ensure that all workstations are in working order (iPad/ iPhone/ Mac Books using good for enterprise support).

Provides support for the Avaya IP phone system to include moves, adds, and changes.

Responsible for providing Helpdesk documentation, procedures and cross-training for IT staff as needed to ensure that all issues are responded to in a consistent manner.

Assist the network (Tier3 Support) team with evening or weekend maintenance as needed.

Triage Helpdesk requests after hours from SOI’s international (non-HQ) staff.

Participates in department and cross-functional meetings/ activities as needed to improve work processes or improve departmental relationships.

Provides on-site support for World or Regional/State Games as needed.

Performs cyber security analyses of SCADA systems.

Prosphere Tek (Alexandria, VA) 11/2013 - 07/2015

Desktop Support Team Lead (Department of Veterans Affairs), Washington, DC

Oversaw services and support for the full range of functions performed by the VACO Help Desk/Desktop to support the VA’s internal and external customers for the 8,000+ user community to include the VA Executive staff members.

Installation, configuration and troubleshooting of VPN, Citrix client for remote access users.

Assist with the monitoring of security programs designed to minimize system vulnerabilities and track intrusion detection.

Identifies security requirements and provides technical support as it relates to cyber security risks.

Deployment and configuration of MacBooks and iMacs.

Oversees deployment of all Office 2013 software products for all VACO users /Maintains compliance with IT data policies and procedures.

Ensures and enforces proper ticket handling and reporting.

Ensures appropriate training initiatives for new and existing staff.

Actively participates in daily/weekly/monthly information services management meetings as directed.

Reports on metrics and SLAs requested by the Contracting Officer Representative (COR).

Contributes to escalated problem resolution by giving in –person, hands-on support and monitors incident trends and anticipates potential problems for proactive resolution.

Assists with the development of technology RFIs and RFPs.

Developed policies and procedures related to wireless management of mobile devices.

Functions as a team player an accepts constructive suggestions for improving job productivity and efficiency according to the ITIL best practices for service management.

ActioNet (Vienna, VA) 05/2009 - 11/2013

Desktop Support Lead/Desktop Engineer (Supporting the U.S. Department of Transportation, Washington, DC)

Served as desktop support team lead for the DOT Redline Move Project.

Responsible for coordination and completion of all internal hardware moves.

Managed the setup of new user workstations, printers, user assistance with the deployment MS Office 2010 using SCCM deployment tool and office automation software from Windows 2008 Servers.

Maintained hardware inventory and process all system deliveries to ensure all orders are accurate.

Set-up, configuration, and deployment of desktop images on all XP to Windows 7 migrations and MacBook.

Testing of third party/ non-standard software for vulnerabilities and conflicts with the approved desktop image.

Installation, configuration and troubleshooting of VPN client for remote access users.

Creation of SOP documentation for the desktop installation process.

Escalate all serious or emergency issues to the Project Manager.

Provide troubleshooting and user assistance for Service Desk request through the remedy ticket tracking system.

Provided executive support of all IT related activities for all senior executive staff.

Supported Business SAP applications.

Setup VDI on thin client workstations.

Artech (Washington, DC) 06/2013 - 10/2013

Windows7 Deployment Tech (AMTRAK) (Nightshift)

Performed XP to windows 7 deployment migrations for AMTRAK in an Active Directory environment.

Imaged new and existing PC’s and laptops.

Deployed and installed applications.

Setup and configured desktop peripherals.

Performed in depth technical evaluations, requirements analysis and documentation.

Unidata (Flushing, NY) (Nightshift) 04/2009 - 08/2011

HP Server Deployment Team (Citigroup), Silver Spring, MD

Served as server hardware administrator for the Citigroup Data Center.

Responsible for installing, configuring, and maintaining HP, Dell, and IBM servers in support of business processing on Windows 2003-2008 Servers.

Monitored and tuned servers to achieve optimum performance levels.

Conducted routine hardware audits of servers to ensure compliance established standards, policies, and guidelines.

Managed CCTV IT systems/network activities.

Henry Jackson Foundation (Rockville, MD) 02/2008 - 03/2009

LAN Administrator (Uniformed Services University of the Health Sciences), Bethesda, MD

Served as junior technical advisor to the Manager of UIS and the UIS technical staff for LAN architectures, topologies, and network operating systems.

Maintained local area network, hardware, and COTS software.

Responsible for recommending, evaluating, selecting, installing, and testing LAN software, assume lead in technical operations and tracking of local network interface and network servers.

Resolved interoperability problems to obtain operations across all platforms including e-mail, files transfer, multimedia, and teleconferencing.

Configured systems to user environments, support acquisition of hardware and software as directed.

Provided on-site and off-site (outside UIS) technical advice, assistance, and guidance to all levels of users in the area of network administration.

Proactive in identifying potential problems/risks with current configuration and assisted in the development of plans to address issues.

Mergis Group, Inc. (Baltimore, MD) 07/2007 – 09/2007

Security Engineer (Business Computer Applications, Falls Church, VA)

Telesis (Rockville, MD) 04/2007 – 07/2007

Project Manager (DOT-National Highway Traffic Safety Administration, Beltsville, MD)

Legal Placements, Inc. (Washington, DC) 09/2006 – 03/2007

Project Engineer (Huron Consulting Group contractor, Washington, DC)

Indus Corporation (Vienna, VA) 04/2006 – 09/2006

Project Engineer (Federal Highway Administration contractor, Washington, DC)

Indus Corporation 04/2005 - 04/2006

Department of Health and Human Services contractor (Washington, DC)

Call Center Manager

Indus Corporation 02/2005 – 04/2005

Department of Health and Human Services contractor (Washington, DC)

Call Center System Administrator

Military Professional Resources, Inc. (Fort Belvoir, VA) 10/2001 – 12/2004

Network Administrator

Soza & Company, Ltd (Alexandria, VA) 01/2001 – 10/2001

Security System Manager (U.S. Coast Guard Contractor)

Tecnosoft/EDS (Essex, MD) 01/2000 – 01/2001

Field Engineer / System Administrator (U.S. Census Bureau CSC Contractor)

Triad Management Systems, Inc. / EDS (Reston, VA) 11/1999 - 12/1999

NT Administrator

Entex Information Services (Columbia, MD) 04/1999 - 11/1999

Network Engineer

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