SEAN CROSS
Diamond Vale
Summary
Accomplished computer systems engineer with expertise in technical support, system analysis, and customer relationship management. Proven ability to troubleshoot complex issues and implement innovative solutions that enhance operational efficiency. Consistently ensures high levels of user satisfaction across various technology platforms.
Overview
24
24
years of professional experience
Work History
Computer Systems Engineer
LeNic Consulting and Technology Services (T&T) Limited
St. James
05.2014 - Current
- Analyzed system requirements to ensure optimal performance and reliability.
- Configured network components, including routers, switches, firewalls, and wireless access points.
- Deployed patches and updates across multiple platforms, including desktops and servers.
- Recommended technology solutions to enhance client operations and streamline processes.
- Collaborated with cross-functional teams to troubleshoot technical issues, leading to effective corrective action plans.
- Provided technical support and training to end users, improving system adoption and user confidence.
- Developed documentation for system configurations and user guidelines.
- Participated in project planning meetings to align technology strategies with organizational goals.
Technical Support Analyst
RBC Financial Caribbean
St. Clair
10.2002 - 05.2014
- Provided technical support for banking software and systems at RBC Financial Caribbean.
- Troubleshot hardware and software issues for end-users across multiple platforms.
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
- Collaborated with teams to resolve complex technical problems efficiently.
- Assisted with testing changes prior to release into production environment in order to minimize risks associated with deployments.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
- Updated software versions for improved security and performance with patches and new installations to close security loopholes and protect users.
- Documented support processes and solutions in knowledge management systems.
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Assisted in training staff on new technologies and system updates effectively.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Maintained up-to-date documentation of all computer systems, networks, and peripherals.
Education
Bachelor of Science - Computing and Information Systems
University of London
School of Business and Computer Science01-2019
Microsoft Certified Systems Administrator -
BorderCom International
Microsoft Certified Professional -
BorderCom International
Network+ - Technology
CompTIA
01-2004
A+ - Technology
CompTIA
01-2003
Skills
- System analysis and technical documentation
- Network security and troubleshooting
- Cloud virtualization techniques
- Operating systems management
- Deployment and application testing
- Technical support and user training
- IT management strategies
- Time management and problem solving
- Client engagement and support
- Hardware installation and system configuration
Accomplishments
- Configured, documented and implemented the Aperta application to support cheque truncation of banks in Trinidad and Tobago.
- Disaster recovery planning and implementation of Aperta application servers.
- Provided regional support, both on-island and remotely, during RBC's acquisition of RBTT.
Work References
- Mr. Gregg Wallace, Senior Manager, Procurement (RBC Financial (Caribbean) Limited): Tel: +1 (868) 471-0322
- Mr. Kerry Cooper, Retired Senior Technical Support Analyst (RBC Financial (Caribbean) Limited): Tel: +1 (868) 774-5069
Personal References
- Mr. Ronald John, M.Sc., Psychologist (John and Associates
Psychological Services): Tel:+1 (868)-255-3995 or +1 (868) 686-3995 - Mr. Robert Joseph, Superintendent of Police (TTPS): Tel: +1 (868) 379-9001
Timeline
Computer Systems Engineer
LeNic Consulting and Technology Services (T&T) Limited
05.2014 - Current
Technical Support Analyst
RBC Financial Caribbean
10.2002 - 05.2014
Bachelor of Science - Computing and Information Systems
University of London
Microsoft Certified Systems Administrator -
BorderCom International
Microsoft Certified Professional -
BorderCom International
Network+ - Technology
CompTIA
A+ - Technology
CompTIA