Sean McKenzie
Details
2005 : 2005
High School Diploma
Elliott Alternative Education Center
2004 : 2004
CommonSpirit Health
Office of the Chief Information Security Officer
- Developed comprehensive IT knowledge base (KB) for enterprise-wide use
- Provided remote support to CommonSpirit/DignityHealth facilities
- Generated daily Service Matters reports using Microsoft Visual Studios
- Compiled and ran separate weekly PRM reports for IT leadership
- Managed Service Matters ticketing queue and AD Security group requests
- Collaborated with Cybersecurity for compliance audits and policy adherence
- Evaluated Internet Control Bypass Requests with Cybersecurity
- Member of travelers team for EHR migrations and Unified Communications implementation across hospitals and clinics
2020 : 2023
CommonSpirit Health
End User Services Technician II - Centralized Services
- Resolved user incidents and requests via BMC Remedy and ServiceMatters ITSM systems
- Imaged desktops/laptops, rectified vulnerabilities through McAfee Endpoint Security
- Mitigated hardware/software incidents, including upgrades and swaps
- Assisted CyberSecurity in patching WannaCry vulnerability
- Contributed to enterprise projects : Windows 10 implementation, Meditech to Cerner transition
- Led end-user training, crafted instructional materials for EUS/IT
- SME for Cerner Connectivity Engines (CCE)
- Apple expert, supported iOS device setup/troubleshooting
- Managed incident/task distribution in BMC Remedy and ServiceMatters queues
2015 : 2020
CommonSpirit Health
End User Services Technician II
- Resolved ITSM end-user incidents/requests via Remedy
- Imaged desktop/laptop workstations
- Troubleshot workstation hardware/software, conducted upgrades/swaps
- Led in-person/remote end-user training, supported Windows 7 rollout
- Showcased technical expertise in high-pressure environments
2014 : 2015
Dignity Health
End User Services Technician
- Desktop Support at Sutter Health, resolving ITSM incidents in BMC Remedy
- Imaged workstations, addressed hardware/software issues, including C-level and physician support
- Supported enterprise Windows 7 upgrade rollout
- Diagnosed/repaired/replaced DC boards and Enovate Medical carts
- Maintained healthcare WOW component stock, supported upgrades
2013 : 2014
Sutter Health
Desktop Support
Skills
Active Directory, Android, BMC Remedy Ticketing System, Cerner, Cisco Technologies, CMD, Computer Hardware, Computer Network Operations, Customer Service, Desktop Application Support, Desktop Computers, DHCP, Firewalls, Hardware, Help Desk Support, Information Technology, Installs & Upgrades, iOS, IT Hardware Support, IT Operations, IT Service Management, Laptops, LDAP, Linux, macOS, Management, Meditech, Microsoft Office, Microsoft Visual Studios, Networking, Network Operations, Office365, Operating Systems, Powershell, Printer Support, RDP, Routers, Servers, Service Matters, ServiceMatters, ServiceNow, Software Installation, Switches, Technical Support, Troubleshooting, Ubuntu, Unified Communications, Windows, Windows 10, Windows Server
About
As an experienced Desktop Support Professional, I have successfully participated in various corporate IT initiatives, collaborating with technical teams to support business objectives.
My experience in providing technical support to high-profile C level end users, coupled with my ability to work under pressure, has resulted in consistent satisfaction from end users. I have received Making a Difference Awards multiple times for my exceptional performance in both the field of Information Technology and customer service.
Presently pursuing the Security+ certification whilst concurrently engaged in studies and employment.
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