Friends of Kevin Newsletter

Subscribe to my newsletter to learn all of my best networking tips

Join Now

Resume for Charisse Sebastian

Charisse Michelle Sebastian

617 323-6528 [email protected]

linkedin.com/in/charissesebastian

IT SUPPORT SPECIALIST

Troubleshooting | User Training | Customer Service | Collaboration | Communications

SUMMARY

As an IT specialist, I use passion, experience, training, collaboration, creativity, empathy, developing rapid and accurate durable solutions, proactively identifying root causes and ability to communicate, conveying complex technical issues into understandable language. Doing whatever it takes to help users be more effective with technology. With a deep intellectual curiosity, I always look to improve on my skills through training and industry groups' participation.

AREAS OF EXPERTISE

¨ Analytical troubleshooting ¨Cultivate a positive customer service focus with users ¨ Clear and concise documentation ¨ User training: ad hoc, individually, and groups ¨ Comprehensive asset management ¨Vendor management: effective and proactive over site

TECHNICAL QUALIFICATIONS

APPLICATIONS:Microsoft Office to Ver 2016 / Office 365, Internet Explorer, Adobe Acrobat / Reader, Visio, Chrome, Firefox, Active Directory, Techsmith SnagIt, Screen Capture, Remedy, Service Now, Spiceworks help desk ticketing / call management systems

REGULATORY COMPLIANCE:Mass. Data Privacy Law- 201 CMR 17.00 / Chap 93a-h, Familiar with GDPR

CONNECTIVITY:Windows 2008 R2 / 2012 Server, 10 / 7 workstation, DNS, DHCP, computer networking

OPERATING SYSTEMS / UTILITIES:Windows workstation 10 / 8X / 7, 2008 R2 Server, Bomgar and Connect Wise Remote Desktop, familiar with Linux (various versions) Mac OS X to Mohave, Taske Customer service management, Zoom Teleconferencing and Avaya Soft phones. Proficient in virus protection and computer / information security, Anti-malware (Malwarebytes, Hijack This) Process Explorer,

HARDWARE:PC desktops / laptops / mobile devices (including Android, iOS) peripherals: SSD / hard drives RAM Memory, NIC's, fax / photocopier / printers and AV projectors

CERTIFICATIONS:Massachusetts Teacher Certification: Computers and Networks

KEY ACCOMPLISHMENTS

TROUBLESHOOTING:

¨ 

Established and maintain 83% closure rate on first call, 93% closed in two hours or less. Examples include:

¨ 

Troubleshot an issue with a user not being able to read Word documents edited on co-worker's workstations

¨ 

Proactively developed a solution: a large-scale issue trying to download / install updates with Windows 10 / 8X / 7 SP1, Windows Server 2012 / 2008 R2 Update recently "in the wild," causing systems to scan for days with nothing happening. I then posted the solution to three Internet sites to help others in the IT community

¨ 

I used the Windows 10 pre-install procedure to troubleshoot a failing Windows 7 system

¨ 

Troubleshot an issue with an IBM X345 Server and Windows Server 2008 with a hard drive error.

¨ 

Creative troubleshooting and repair of a broken laptop: the client was desperate to get her system operational. The manufacturers authorized service center said was not repairable

¨ 

Troubleshot to conclusion, defective security certificates on a Mac client workstation

COMMUNICATIONS SKILLS

¨ 

By treating a user with respect, asking questions and listening, resolved a sporadic issue with her computer converting a problem user into a trusted relationship.

TEAMWORK

¨ 

Retained to work on a cross functional team, initially handling the data and technology for a local non-profit planning the first year of an annual conference with 3 months lead time, resulting in an 86% satisfaction rating

¨ 

Troubleshot to resolution colleague workplace network with enterprise wide viral infection.

VENDOR MANAGEMENT:

®

Initiated renegotiation that cut costs over 32%, on contract terms involving upgrades and user training on a vendor enterprise SW application support contract

®

Initiated negotiation with vendor tech to reduce cost of an Intermec printer replacement main board by 25%%

AWARDS SPECIAL RECOGNITION

¨ 

Exceeded 1st quarterly goals review by 21% in 45 days

 

Page 1 of 2

Charisse Sebastian                                   [email protected]                              617-323-6528

WORK EXPERIENCE

SYSTEM SUPPORT SPECIALIST,Spectrum Computer Support, Newton, MA.                       2007 – Present

Identification, research, resolution of technical problems, installation, troubleshooting and support to users on a variety of technical applications, desktop PC’s / Windows and Mac endpoints hardware, software, system OS and Active Directory issues. Provide phone, remote walk-up and desk side support, escalation of issues when necessary, tracking/reporting of requests and issues, manage requests for new hires / terminations, office moves, etc. Conduct training of staff including any new hires on device basics, common applications and assist in rollouts of new technologies. Customer service focus including creating knowledgebase documentation for IT solutions for users and IT admin, training on a contract and per diem basis. Maintain callback rate below 3%.

¨ 

Per diem onsite desktop support for Barrister Global Services on workstations, connectivity and printers

¨ 

Contract Desktop support at Fresenius Corp. part of a 10 member team supporting approx 10,000 users locally and nationwide with system set up and configuration, walk up, remote and desk side support. Handling an average of 8 incidents daily on Windows 10, 7 and Mac book laptops, both hardware and software.

¨ 

Desktop, Support; server administration, Fenway Health Center: 130 node, 5 server, 120-user network

¨ 

Contract desktop / user support, Reebok Corp. on a 700 workstation PC / Mac Windows / Intel workstations

¨ 

Network Administrator, Picker Institute (Beth Israel Deaconess Medical Center): Provided user support, server administration, backup maintenance. Developedand executed migration from Word Perfect to Microsoft Office covering about 100Gig of data. Standardized document template conversion / rollout

¨ 

Project Management for a business client to evaluate and select a database management application, computerize 3000 client records, implementation and user training

¨ 

As part of a team, contract technical support relocation for 120 user, 200 system network corporate LAN. Completed over a two day weekend with "Tour the floor" follow up desktop support the Monday after

¨ 

Work with vendors on behalf of clients for capital asset acquisition and manage their technology assets. Including negotiating with a vendor for a 3300.00 laptop including shipping and extended warranty, saving 57%

¨ 

Act as Critical Software Liaison & SME explaining terms and technology to diverse audiences

¨ 

Instructor, Network Technology/Support certificate course at Women’s Technical Institute

¨ 

Developed / administered on-site user training on Legal Database Products for Thompson Publishing

IT SUPPORT TECHNICIAN, Artel Video Systems, Westford, MA                                          2006 - 2007

Administered desktop support/end user operations, HW/SW/user support on a 45 station, 10 server mixed Windows OS network, including production floor WS’s, MS Exchange, Active Directory, phone system administration, user training, product evaluation, AV meeting support, vendor management and purchasing.

¨ 

Initiated and maintained technology capital assets, consumables and license inventories

¨ 

Proactively developed a helpdesk call log with tracking to record call resolutions and detail operations

¨ 

Proactively developed a database of network attached printer consumables, listing part numbers, prices and cost per copy analysis to facilitate re-ordering and price comparisons on proposed purchases

EDUCATION

¨ Lenovo Learning Online Certification Course for endpoints, network and connectivity              In process

¨Pursuing (50% complete) degree in Computer Systems, Mass Bay College, Wellesley, MA    In progress

¨ Courses/workshops: Connectivity/Protocols/Infrastructure, Win PowerShell, Malware/

Security, Applications, Troubleshooting, Active Directory, Systems Management.                      Ongoing

¨ Windows Azure, Containers, Docker, PowerShell, Microsoft and Boston Windows Server Group     2017

¨ Windows Server 2016, Microsoft and Boston Windows Server Group                                              2016

¨ Windows 10, Microsoft and Boston Windows Server Group                                                            2015

¨ Windows PowerShell, Microsoft and Boston Windows Server Group                                               2014

¨ Insight Seminars level III grad: professional development including teamwork and leadership           2014

¨Windows Deployment Services, Microsoft and Boston Windows Server Group                                 2014

¨ Windows Server 2012; Microsoft and Boston Windows Server Group                                              2013

¨ Group Policy Deep Dive; Microsoft and Boston Windows Server Group                                           2011

¨ Virtualization IT Camp, Microsoft, Regis College and Boston Virtualization Group                            2011

¨ Mentoring in New Times (MiNT) Women's Leadership and Technology Consortium                        2003

AFFILIATIONS

¨Boston Network Users Group (BNUG) board member ¨ Boston Windows Server Group (BAWSUG) ¨ Virtualization Group (VIRTG) ¨ PowerShell Group ¨ Boston Foundation Funding Partnership Board of Advisory Affairs ¨ Volunteer counselor, crisis hotline

PRESENTATIONS

WIND / South Feb 2018: “Use the Power of Your Computer in Job Search.”

Boston Network Users Group (BNUG) Dec 2016 Examination and Resolution of the Win Update Problem

Page 2 of 2