Sean Gorall
Professional Experience
U.S. Bank via NTT Data, Milwaukee, WI
Field Services Senior Technician Consultant: 2018 – Present
Responsible for performing various managed client services for over 6,000 end users in Milwaukee area corporate and retail branch sites. These services include Windows, IMAC, Break Fix, Desk Side Support, etc. in accordance with established SLAs with an emphasis on delivering a high level of customer service.
- Troubleshoot end-user application issues and collaborate with other tier 3 support teams.
- Relate technical terms to people of varying computer backgrounds into understandable terms.
- Deliver “White Glove” service to Senior VPs and bank executives.
- Perform troubleshooting, parts replacement, system upgrades, and basic deployments & repair on client assets at campus / remote locations.
- Coordinate with vendors, additional technical contacts, end-users on expectations, availability, provide off hours support, and readiness on issue resolution.
- Provide onsite support for remote networking staff to troubleshoot, decommission, and install routers/switches.
- Create, deploy, and troubleshoot virtual machines for users and perform first-time access instruction.
Education
Waukesha County Technical College - Pewaukee, WI
Associate Degree - IT Network Specialist
Professional Development
HP Commercial Desktops, Workstations and Notebooks Service Qualification (Release 5.0) – Hewlett Packard
•Completed 23 HP training courses / certifications
HP LaserJet Enterprise M500 Color MFP M575 Series Service and Support – Hewlett Packard
ITIL 4 Foundation – Percipio
HIPAA Privacy and Security – Skillsoft
Microaggressions in the Workplace – Completed in 2022
Unconscious Bias – Completed in 2022