Sean Hinkley

Starpoint Solutions - Wellington Management LLC
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Sr. Helpdesk Analyst

August 2012 - Present

I am currently fulfilling an open ended contract through Starpoint Solutions at Wellington Management LLC . On a daily a basis I am responsible for answering phones,

and email requests for service. Providing first response troubleshooting with all clients,
escalating issues following proper procedures and policies. Remaining a professional
intermediate for technician and clients consistently following up with all parties to ensure both a quick and satisfactory  resolution to all service requests.


  1. Responding to electronic ticket, telephone calls, emails and personnel requests for technical support.
  2.  Documenting, tracking and monitoring all help desk interactions to ensure a timely resolution and maintains thorough communication with the user until the help desk request can be closed.
  3. Supporting and maintaining user account information including rights, security and systems groups.
  4. Consistently demonstrates strong knowledge of commonly-used concepts, practices, and procedures within IT industry standards and corporate help desk procedures.
  5. Utilizing strong analytical skills to diagnose problems (hardware, software, network, etc.) and determines appropriate solutions.
  6. Researching questions using industry standards and company guidelines to diagnose and quickly escalates problems that require urgent attention or senior-level support.
  7. Maintaining, analyzing, troubleshooting, and repairing computer systems, hardware and computer peripherals, staying current with system information, changes and updates.
  8. Maintaining accurate hardware and software inventory and prepares periodic help desk activity reports.