Sean Kennedy

Experience

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  Prudential Assurance

  Jul 1987 - Dec 2010

  Various IT Roles

  Supporting and developing a SharePoint 2007 environment for 2000 users, trouble-shooting business issues and building innovative solutions from business requirements using the “Waterfall” or “Agile” methodology. ● Investigated, supported and implemented the SharePoint 2007 platform.● Showcased the collaborative benefits of SharePoint to key business stakeholders by arranging and presenting interactive workshops and online demos.● Developed and customized SharePoint sites for the business and IT using out-of-the-box sites and web parts and using SharePoint Designer for further amendments.● Project led a business requirement for multiple HR applications to be Web enabled. Responsible for the development, testing and resolution of issues in the end-to-end process through to the Production environment. This was achieved within the deadline set.● Integral to the Prudential wide programme for the migration of the Data Centre from the UK to the US. Responsible for the successful transition of the Lotus Notes applications ensuring Application testing and Business engagement was completed on time and to requirements. Show less

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  Dell

  Jun 2011 - Aug 2016

  Senior Technical Support Engineer

  Responsibility for supporting all SharePoint products for Dell Software Group – European Region Key tasks included responding to complex service requests from multiple territories. Deployed a variety of troubleshooting techniques including operating in the customer’s environment.● Winner – Best support engineer for NPS – 2016.● Impressive resolution rate – 95%.● Consistently achieving outstanding customer feedback scores- typically 9/10 or 10/10.● Responsible for managing high profile customers, providing efficient experienced support solutions, including migration advice to Dell products within challenging deadlines.● Acting as a role model for junior engineers, carrying out training and mentoring tasks.● Providing written solution advice to colleagues in order to improve the overall team performance. ● Able to support all versions of SharePoint, through self-learn and structured courses.● Positive annual reviews, with consistent recognition for commitment and attitude. Show less

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  COMMVAULT SYSTEMS

  Aug 2016 - Oct 2020

  Senior Technical Support Engineer

  Consistent Top global performer for 6 quarters working on MS Exchange, SharePoint, SQL, Office 365 and Lotus Notes. Experienced in dealing with all levels of corporate clients providing responsive 3rd line support, troubleshooting client environments via remote assistance tools such as Webex, Teams and Zoom. ● 2020 Winner Global Support Engineer - 1st of 60 engineers ● 270+ closures per quarter (Output)● 100% CSAT rating for 2020 (Quality)● 95% 1st time resolution rate● Pro-active approach, directly engaging with customers to provide instant support● Expert level of SharePoint support● Regular coaching of junior engineers● Flexible working style, with significant on-call weekend availability.● Outstanding reputation within the business ● 1 day of sickness in four years Show less

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  Aspen Technology

  Jan 2021 - Oct 2021

  Senior Technical Support Engineer

  Highly technical role, troubleshooting engineering related problems using AspenTech’s proprietary software solutions ● Responsible for the escalation of customer issues and driving the resolution cross-functionally within AspenTech● Delivering high-quality training classes based on the relevant principles of engineering and industrial processes● Uncover and analyze client/prospect needs to support growth in usage, through a variety of pre-sales activities● Develop and maintain customer focused training materials for new software releases● Delivering onsite support and consultancy to businesses ● Operate as the technical expert to problem solve bespoke software issues● Create and deliver software solutions in the customer’s business environment Show less

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  Databricks

  Jan 2022 - Oct 2024

  IT Support Specialist IV

  High pressured front-line IT support role supporting c8500 users and personally resolving c500 tickets per month. Part of a support team of 15. Acknowledged as having the highest output level with exceptional quality levels leading to outstanding Customer Satisfaction levels, providing onsite and on-call support to customers around the world● In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows 10/11, Chrome OS, VPNs, G Suite etc● Good knowledge of MDM systems (JAMF, Intune)● Understands and can debug Registry and Library errors on macOS and Windows● Good understanding of CLI● Extensive experience troubleshooting AV/Conference room issues and Network related issues● Employ fundamental data analysis to support data-driven decision-making, including identifying trends and providing insights to solve problems● Coaching other team members to help their professional development● Day to day resolution of customer enquiries on Office 365. Okta resets, application management ● Achieving a first call resolution of 90 percent● Rebuilding MAC laptops, and enrolling MACs using JAMF● Password and security management support via Okta● Troubleshooting and Triage of customer queries relating to / projects / operating processes that involve all technology processes / systems● Takes ownership of customer issues/escalations and applies understanding of systems within multiple applications in the tech stack to drive resolutions● Championing continuous improvement and drives reduction of tactical work with automation and self service● Recognizes gaps in semi-complex processes and applies judgment and initiative to develop or recommend solutions or next steps● Leading daily standups, ticket review and other team level initiatives● Responsible for onboarding hundreds of team members● Builds and maintains strong and effective cross-functional relationships Show less