Remote Client Support Specialist with 20+ Years IT Experience

Sekou J. Hayes

**** ***** *** *********, ** *****

*********@*****.***

(321)301- 9459

OBJECTIVE

Seeking a fast paced Technology Support position, where my 20 years of hands-on experience in System Administration, Project Management, Computer System Repair, Network Security and Remote Technical Service can be fully utilized.

EDUCATION - Currently seeking additional skills training

Marketing/Advertising Undergraduate August 1995 – June 1997

Morgan State University, Baltimore MD

*Studies focused on creating and executing business plans, identifying and catering to target markets; market research; fair trade, sales and business practices.

Computer Science August 1997 – December 1998

Howard Community College, Columbia, MD

*Continued education in core courses in pursuit of a B.S in Computer Science

Hardware/Software repair and configuration August 1999 – August 2000

New Horizons Computer Learning Center, Woodlawn, MD

*Studied and completed CompTia certifications A+ and Network +

EXPERIENCE

SAAS Support Specialist April 2024 – November 2025

Kaseya US

●Provide Tier 1 and Tier 2 technical support (via phone, email and chat) for Kaseya Products and local backup service users within small to mid size MSP clients.

●Troubleshoot, repair, or further escalate all issues accordingly.

●Quickly and accurately diagnose issues with hardware and software applications, databases and application specific user interfaces. Including but not limited to Microsoft 365 Admin, Salesforce and Google Workspace

●Remote assistance and installation of SPANNING computer applications.

●Configuration, installation and technical support of related peripheral devices.

●Documentation of all technical activities and client interactions into Zendesk system.

● *Analyze system and application data logs for anomalies or inconsistencies within client and associate databases, to proactively identify system issues and network wide events.

● Report and escalate all data inconsistencies to proper management and compliance personnel for review and resolution.

MSP System Support Specialist

Flagler Technologies August 2022 - March 2024

●Provide specialized On-SiteIT support to Off Lease Only LLC dealership in Orlando, FL and Remote technical support to other Off Lease Only locations.

●Configure hardware and maintain local Windows based network of computers and peripherals..

●Monitor network utilities and installed applications for outages, anomalies, phishing attempts, out of date antivirus definitions and network hacking attempts. .

●Perform all essential functions of implementing NAC Policy, Group Policy Remediation and Active Directory maintenance.

●Repair and maintenance of all peripheral network resources such as network printers and scanners.

Computer Technician - Field Services

Professional Staffing Services April 2021 - August 2022

●Provide Tier 1&2 computer technical services to AdventHealth Medical Group’s 983 Central Florida locations.

● Install and configure computer systems, including peripheral hardware devices such as printers, scanners, cameras, credit card readers, badge access readers and IP phones.

●Imaging of desktop and laptop computers using SCCM.

●Software installation and installation troubleshooting when necessary.

●Address service tickets assigned by the ServiceNow database.

●Install and configure Network Printing and Network Scanning services

●Network/Server Patching

●Inventory maintenance

●Coordinate, schedule and complete “end of life” hardware replacements

Escalated Technical Support Specialist November 2020 - April 2021

Crosslink Professional Tax Services

●Provide tier 2 technical support for Tax Preparer businesses in North America using ConnectWise remote assistance.

●Install, update(patch) and troubleshoot Microsoft Windows installations as well as Crosslink Tax Software.

●Support of Hosted, Online and Desktop versions of Crosslink Tax Software.

●Group policy remediation and Access control using Active Directory and Azure as needed.

●Setup and configure local networks for secure sharing of centralized databases.

●Troubleshoot, Debug and rebuild customer databases.

●Complete Mass Data recovery requests for Tax Office personnel.

●Consultation and Analytics of Tax return errors to allow faster processing by IRS.

Field Services Supervisor October 2019 – April 2020

MAXIMUS Inc

●Supervise 15 MAXIMUS Tier 2 and 3 IT technicians at multiple projects.

●Technician work schedule creation and payroll approval.

●Provide Technical Support Coverage and escalated support for Medicare/ Medicaid, Child Support, Veterans Affairs and E-Rate call center operations in Florida, Texas, Maryland and Virginia simultaneously.

●Multi-site/Multi-project training of technical and non technical staff.

●Creation of training materials and required curriculum for new technicians.

●Schedule and facilitate all trainings for Technicians and new users.

●Creation of Windows (production) test environments and patch testing protocols.

●Drafting and quarterly updating of daily standard operating procedures, including Disaster Recovery standards of service continuation.

●New IT Project creation; management and delivery as well as maintenance of existing IT projects.

●Liaison between high level clients and Technical staff. Daily direct communication with client management and client staff and attendance all Manager Meetings.

●Create HIPPA compliant PC security baselines for work from home personnel.

●Other daily responsibilities include: NAC Policy remediation and Active Directory Management; LAN Sweeper Vulnerability scanning; updating of systems using BigFix and Group Policy; computer imaging and data migration using USMT, SCCM,MDT and WDS, deployment strategies; Verizon VCE and Cisco Jabber support and troubleshooting.

Senior Technician - System Support Lead December 2018 – October 2019

MAXIMUS Inc

●Provide on-site technical support for all Maximus Corporate and Federal offices in the Baltimore MD area.

●Provide escalated remote technical support for MAXIMUS users and office sites outside of the Baltimore, MD area.

●Daily interaction with Project Managers and attendance at all Manager meetings.

●Respond to queued technical support requests, emails and chats and document all tickets in centralized ticketing system for tracking and metric data use.

●Adhere to SLA requirements regarding response time and time to resolve.

●Creation and facilitation of on-site training for technical and non technical staff including contractors and interns as needed.

●Creation of work schedules for technicians based on trending metrics.

●Computer imaging and weekly system updating using BigFix.

●Onboarding of new employees and setup of login accounts, email services and priority software installations.

●Active Directory Management and Group Policy Remediation for enterprise environments of 50-5000 users.

●Server installation and configuration of DHCP, File shares and network printers.

●Create Network diagrams and Complete Network rack installation.

●Wireless Access Point site surveys, coverage diagrams and installation/configuration of Cisco wireless access points as well as maintain access accounts and user connectivity.

Technician 2 - System Support Specialist April 2015 – December 2018

MAXIMUS Inc

●Provide on-site and remote break/fix support for all 5 Maximus Corporate and Maximus Federal offices in Baltimore MD area.

●Remote and physical IT support for Windows based environment and Macintosh users running “Parallels”.

●Troubleshoot, repair, test or escalate all issues as needed, while adhering to previously established SLA’s.

●Answer incoming requests for technical assistance in a timely manner, following each issue to resolution.

●Document all service issues in central ticketing system(s) for Maximus Corporate and Maximus Federal tracking and metrics.

●Service/Manage on site and remote peripheral devices including but not limited to: Printers, servers, switches, routers and wireless access points.

●On site IT Management including scheduled on-site training of non IT staff.

●Creation of test environments and reporting results of patch testing to Management.

●IT Project creation; management and execution and maintenance of existing IT projects.

●Other daily responsibilities include: NAC Policy remediation and Active Directory Management; Vulnerability scanning, testing and resolution; compliance scanning and updating of systems using BigFix; computer imaging using MDT and WDS deployment strategies; Cisco Jabber support and VOIP troubleshooting/ technical assistance when needed. Interview and Training of new technicians in the Baltimore Offices of Maximus.

References available upon request

Software Skills

80wpm type speed

Adobe Acrobat

Adobe Photoshop

Adobe Captivate

MS Office 365

MS Windows (ALL)

Windows Server, 2008 - 2025

Active Directory

Azure Admin

Entra Admin

Intune

Forescout IDS

Trend Micro IDS

Datto SaaS Protect

LANSweeper

AWS workspaces

McAfee EPO

BitLocker

BigFix Enterprise

Google Workspace

ConnectWise

Salesforce

Certifications

A+, Network +, Security +

Certified Ethical Hacker

Addt’l Skills

Virtual Desktop

Virtual App

Citrix DaaS

SCCM

LAN/WAN/SAN

USMT

ITILv5

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