SEANchester

SEAN CHESTER

Pataskala Ohio 43062

sean@theseanchester.com

Over twenty years of experience in Information Technology with strengths in analysis (data, systems, applications, budget, projects, risk), reporting (database, access, excel, JIRA), software development (requirements, use cases, defect/bug/incident management, SQL, PHP, HTML, CSS), management (project management, program management, access management, application support, customer service, risk management, workforce management), and cyber security.

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Projects annually

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K

Budget hours

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Applications impacted

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Agile teams

EXPERIENCE

2015 – Now Associate, Confidential

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2008 – 2015 GS-11 IT Business Analyst, DoD – DFAS

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2007 – 2008 Vendor Relations, Genco Inc.

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2000 – 2007 Level III Supervisor, Teleperformance USA.

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EXPERTISE

Software Development & Automation

Web & Graphic Design

Cyber Security

Financial/Banking Systems

EDUCATION

2008 DeVry University, Information Technology, Completed college courses.

2007 Franklin University, Business Administration, Completed college courses.

2000 Hamilton Township, High School, Diploma with honors.

MANAGED RESOURCES IN

United States

India

Singapore

China

United Kingdom

Philippines

SUPPORTED OS & LANGUAGES

Windows

Linux

Unix/AIX

.NET

ASP

HTML

Java

PHP

JSP

Apex

Basic

C

C#

C++

COBOL

Flex

Groovy

PASCAL

Python

Ruby

VB

Perl

XML

SQL

DB

SAS

PEGA

© 2025 The Sean Chester All Rights Reserved.

Last updated as of January 18th, 2022.

Associate (2015 - Now)

  • April 2020 to present, Program Manager responsible for ensuring all candidates in scope successfully complete elevated pre-employment screening in coordination with Human Resources, Legal, Recruiting, and Screening stakeholders. Successfully managed program with monthly governing body oversight (Managing Directors & Executive Directors). The program is now stable and proposing expansion.
  • March 2019 to April 2020, Program Manager responsible for planning and execution of six segregation of duties reviews annually which involved over 200 applications, 72,000 entitlements, and 47,000 users per scan. Implemented false positive remediation process and began inclusion of additional stakeholders resulting in 112,000 fewer exceptions generated annually.
  • March 2015 to March 2019, management of firm wide cyber security projects, I was responsible for planning and execution of cyber projects in coordination with the firm wide Cyber Programs governing body. Successfully managed multiple Cyber initiatives with a high-degree of management oversight (Reporting and escalation directly to Chief Information Officer and Chief Technology Officers). Served as Project Manager for five large projects which included third party hosted/developed applications, totaling over 280 applications, over 30,000 hours, and $500k non-labor/vendor coordination, across 70 agile development teams.
  • Accomplishments include: Centralized multi-program JIRA and Confluence to consolidate saved artifacts and internal facing information; Excel based weekly budget reconciliation which reduced turnaround from days to 30 minutes; Centralized team dashboard (SharePoint) which consolidated saved artifacts and achieved an annual storage cost savings of $720; Completion of all assigned projects on-time, early, and/or under budget.

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GS-11 Information Technology Business Analyst (2008 - 2015)

  • Business Analysis for development and support of Defense Property Accountability System (DPAS) Property Accountability, Maintenance & Utilization, Warehouse Management, and Material Management applications. Coordinated with agency users, developers, and all levels of management to design and create functional requirements documents (FRD) which were utilized as technical specifications. Partnered with end users and developers to create detailed design specifications/use cases that met and exceeded the customer requirements. For Systems Integration Testing (SIT) and Systems Acceptance Testing (SAT) I created test plans and scripts.
  • Accomplishments include: Metrics reporting templates which reduced processing time by five hours; Annual savings to DoD of $126MM to $500MM by successfully on-boarding sites to DPAS applications and simultaneously terminating their previously used application; Development and implementation of Help Desk Knowledgebase which reduced ticket turn-around from weeks to hours.
  • Reason for leaving: Project moved out of state and I was not willing to relocate.

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Vendor Relations

  • Receipt, entry, and tracking for every Return To Vendor (RTV), Purchase Order (PO), and Bill of Lading (BL). Use of Excel to create spreadsheets, pivot tables, formulas, and visual basic templates which are still used to this day by the Vendor Relations department. Same day resolution on all discrepancies, variances, and issues as identified by the client or the client’s vendors. Collaborative creation and development of Quanta SLC application for the Genco Lockbourne location.
  • Accomplishments Include: Development and implementation of RTV Reconciliation process which reduced variances from over 800 per fiscal quarter to 0; Redesign of PO Reconciliation process which reduced processing time by three hours and improved accuracy to 99.998%; Design and implementation of open source Macro which cut processing time by four hours per BL.
  • Reason for leaving: The position was not technical and I longed for a return to a technical career.

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Level III Supervisor (2000 - 2007)

Level III Supervisor

  • Supervised a dynamic team of up to 30 Tier 3 agents. Resolution of all issues provided by the client. This frequently involved going outside the client’s support boundaries to resolve hardware and software issues which had no defined support methods or procedures. Monitoring and coaching agents for accuracy, efficiency, and professionalism. Same day root cause and resolution of all issues and concerns reported by the client. Generation and analysis of reporting used to trend outages, performance, attendance, and call flow.
  • Accomplishments include: Collaborative consolidation of the Ticket Management and Chronic Issues projects into existing Level III Support project which increased first call resolution, decreased call turnover and employee turnover.
  • Reason for leaving: Project nearing end of contract with no indication of renewal.

Level II Supervisor

  • Supervised a dynamic team of up to 30 Tier 2 agents. Monitoring and coaching of call times, quality assurance, attendance, first call resolution, and schedule adherence.
  • Accomplishments include: Awarded as Top Supervisor after first month in the position; Due to individualized coaching and training, the first visually impaired agent to be promoted in the company’s history was on Team Chester; Repeatedly received monthly Top Team award.

Ticket Management and Direct Support

  • Creation of the Columbus Ticket Management project. Creation and implementation of open source macro and proprietary systems to review, update, and resolve escalated issues involving several hundred dispatch centers, thousands of field technicians, and multiple Maintenance Control Offices. Resolution of every escalated ticket, ranging from 400 to 2,000 escalations per day.

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