Sean Geed

• Company Overview: NBN Project

Key Responsibilities:

● Technical Leadership: Showcased mastery in a diverse array of technologies including AD, IdentityNow platform, ServiceNow platform, Next Think platform, Citrix platforms, and Microsoft Power Platforms while assuming a pivotal role in guiding and mentoring team members.

● Service Delivery: Handling 175 calls each month and 200 chats each month, maintaining 90 % target for Quality Audits. Exceedingly more than 90 % FER which is minimum expected team average. Highlighting Potential Escalations and misses to NBN management on a timely manner.

● Strategic Incident Management: Influenced incident prioritization and resolution within SLAs, while aligning with long-term objectives. Creating approximately 50 percent incidents based on total customer interactions handled each month.

● Proactive Troubleshooting: Led resolution of complex issues swiftly, minimizing disruptions and inspiring stakeholder confidence.

● Change Management Leadership: Played a pivotal role in planning and executing changes ensuring system stability and risk mitigation.

● Performance Optimization Initiatives: Drove initiatives to enhance application performance and reliability through collaboration and analysis.

● Knowledge Sharing and Mentorship: Fostered continuous learning and growth, mentoring junior team members to excel.

● Collaborative Vendor Management: Forged partnerships for effective issue resolution and seamless alignment with business goals.

● User-Centric Support Approach: Provided exceptional customer service, driving satisfaction and positive relationships and maintaining zero customer escalations.

● Innovative Continuous Improvement: Identified opportunities for process improvements and automation to elevate support effectiveness to enhance quality customer service.

● Compliance and Security Leadership: Ensured strict compliance with policies and security standards, safeguarding sensitive information effectively.

• Soldering / desoldering surface mounts and through hole components on PCBS
• Disassembled, assembled IP phone, and tested whether it powers on
• Repaired HP Spectre laptop
• Investigated which Kernel was running on Scientific Linux and Red Hat
• Docked hard drives for Windows imaging (DER and NON-DER) for DET
• Typed up process documentation to follow a set of procedures when given a set of faulty hard drives to test them, tested faulty hard drives

• Removal of BIOS password on DET laptops
• Unlock BIOS for different Lenovo models such as X131e, X130e or M10 models
• Re-imaging BIOS free units with Windows 7 Professional and installing necessary drivers
• Machines with un-removable BIOS passwords, shorting E-PROM chip on motherboard disabled lock
• Tested all operable functions of the laptop in the form of a spectrum test, replacing faulty hard drives with new SSDs
• Performed laptop repairs for customers that were of Lenovo and Toshiba models
• Hardware diagnosis on Server PCBs

• Constructed a 15K word thesis, presented research in front of peers and academic staff in engineering department