Sean Brett

Named Service Desk pillar owner within Astadia's ITaaS delivery model for Lantheus, leading enterprise IT operations and 24/7 service delivery for a regulated pharmaceutical client of 1,800+ users. Directed a 14-person analyst team and ITIL-aligned Incident, Problem, Change, and Major Incident Management, improving FCR from 71% to 94.2% and cutting aged incidents by 43%.

Managed IT operations until the position was eliminated due to COVID-19 layoffs.

Led multi-campus IT Support and Audiovisual Operations across five campuses, supporting approximately 30,000 employees, students, and alumni accounts while directing a 14-member organization. Managed approximately $884K in annual technology spend and drove operational excellence through KPI management, maintaining 99%–99.8% CSAT while resolving 17,000+ support requests annually.

Led a team of five field support technicians delivering IT services to 2,300+ employees across 60 branch locations and 2 corporate home offices. Directed enterprise IT asset lifecycle management for 15,000–20,000 technology assets and a $1M+ annual budget, reducing repeat support incidents by 22%.

Led 24/7 Tier 1 and Tier 2 Service Desk operations supporting 3,500+ employees in a regulated pharmaceutical environment, leading a team of 13 analysts. Drove service improvement initiatives through KPI analysis, workforce optimization, quality assurance, and process governance, increasing service performance by 8% while maintaining a 96.3% quality score.

Managed a team of seven support analysts providing technical support for proprietary software to 8,000+ sales associates across 25 U.S. cities, achieving a 98% first-contact resolution rate and improving CSAT from 89% to 96%. Reduced inbound support volume by 33% through knowledge base enhancements and self-service resources.

Administered and supported seven enterprise web and desktop applications, including Salesforce CRM, for 8,000+ sales associates, maintaining 99.7% system uptime. Managed user access and application provisioning per IAM policies and delivered application training and support.

Associate of Applied Science in Information Technology from High-Tech Institute, Nashville, TN.