DANIEL FRANCIS

Email: ad06hn@r.postjobfree.com Cell: 617-***-****

EDUCATION

● Information Technology Training, Year Up, Roxbury Community College, Boston MA (February 2019 – January 2020) Earned a Certificate in Information Technology

● YearUp is a one-year career-development program comprising college-level courses, professional training, and a six-month Professional internship in Information Technology.

● Earning 27 college credits through Roxbury Community College

SKILLS

● Software: IOS, Windows 7, 8, & 10, 11; Microsoft Office 2013-2017: Word, Excel, PowerPoint, Outlook, Casper/JAMF Pro Imaging, DNA, ServiceNow, Asset Track, salesforce, Dealer Daily, SCCM Microsoft Imaging, Crowdstrike, ESET Antivirus, Assyst, PowerShell, Active Directory, Citrix Workspace, Quick Assist, CyberArk, ARS, Cherwell, Box, Bomgar, OneNote, Datto, MDM Intune, V-Sphere VM ware, Office 365, Exchange, Lansweeper, RDP, LeapXpert

● Programming Languages: HTML, Java Script, Python, HTML5

● Hardware: HPs, MacBook, iMacs, Dells, Lenovo, Samsung, iPhone, and Ricoh printers

● Soft: Communication, Teamwork, Adaptability, Problem Solving, Creativity, Time Management, Leadership, Attention to detail, Critical Thinker

PROFESSIONAL EXPERIENCE

SummitPartners Boston, MA

June 2023 – September

IT Support Engineer

●Supported various applications & platforms including but not limited to Bloomberg, O365, Okta (or other Single Sign On SSO), MS Endpoint Manager (Intune or other mobile device management platform "MDM"), Active Directory, VPN (Global Protect, Cisco AnyConnect), & (A/V) (Crestron, Polycom) Archiving Corporate Communication Text/iMessage and Emails Via (LeapXpert)

● Set up and configure new computers & install application software.

●Track & update IT specific inventory, links to drives, printers and documentation for SOPs

●Setup/remove user accounts on certain systems and/or applications while onboarding/offboarding users

●Assisted with onboarding and offboarding user accounts including but not limited to hardware and software

●Supported integration applications with cloud Computing and on-premises services

●Experience supporting MacOS, Ubuntu Linux and Windows OS

●Managed VDI and VMware in VSphere

Advent International Boston, MA

July 2022 - April 2023

Service Desk Engineer

●Hybrid Environment with Azure AD and AD on-prem to configure profiles, provide and distribute licensed access to various departments and users firm-wide

●Provided support for users experiencing Zoom, MS Teams, and AV issues (Senior VPs, Advisors, Managing Directors, Shareholders)

●Worked with infrastructure team to improve back-end processes Assist Networking team with network configurations

●Assisted users with Account and Software issues remotely via Datto to manage user settings, profile setting, application updates and troubleshooting issues

● Provide support and maintain Microsoft Active Directory, Exchange, Windows server OS, and other applications

●Provided immediate support to users for break/swap, lease refresh

●Support and managed VMs, VDIs for local and international users via V-Sphere, Lansweeper, RDP

●Utilize Proofpoint for email security and other cybersecurity protocols to protect firm/user data

●Supported Okta, Duo Mobile and Microsoft Authenticator

●Supported Okta, Duo Mobile and Microsoft Authenticator Single (SSO)

Bain Capital Boston, MA May 2021 – April 2022

Refresh Technician/Desktop Engineer

●Worked with High profile/VIP users in a high-pressure and high pace environment to support software and hardware challenges including malware issues, virtual meeting support, OS upgrades, hardware upgrades, application updates, firmware updates, Network connectivity issues, etc.

●Worked in ServiceNow ticket queues

● Backed up, Wiped and Re-imaged and Image returning and a new laptop for countless users

●Assist users with Account and Software issues remotely via Bomgar to update account settings, as well as configured laptops, desktops, mobile devices for users

●Supported Desktop Engineering team by providing stability and maintenance to IT infrastructure, servers and QA testing for

●Initiated repairs/support reports through Lenovo and Microsoft for users experiencing software/hardware issues

●Support users experiencing Zoom, MS Teams, and AV issues (Senior VPs, Advisors, Managing Directors, Shareholders)

●Has experience in supporting Bloomberg (scripting and repairing issues)

●Managed IT assets daily via ServiceNow, as well as scheduled asset disposal

●Granted users access and provided licenses to secure applications program use for Senior level executives and Deal team

●Managed and supported users for break/swap, lease refresh, repairs

●Performed QA testing and revised scripts for various builds and security policies

●Supported Okta, Duo Mobile and Microsoft Authenicator

DLA Piper Boston, MA

January 2021 – April 2021

IT Support Technician

●Worked with Partners, Lawyers, and Attorneys users to support software and hardware challenges including malware issues, virtual meeting support, OS upgrades, hardware upgrades, and application updates

●Effectively and efficiently resolved many urgent requests for internal users while also completing scheduled various IT requests up to 20-30 every week

●Prioritized Attorneys, Lawyers, and Partners users requests to ensure satisfaction and follow up with after each user interaction

●Worked individually and as part of a team effectively, completing office projects and moves

●Performed Network maintenance and resolved Network/Server issues experienced by users (Patching/managing server connection)

●Worked remotely to connect with users to update software, applications/programs and resolve any software or hardware

● Supported Software and Hardware in Cloud services Azure AD and AD On-Prem

●Supported Okta Verify, Duo Mobile and other MFA for user/data security purposes

Harvard Business School Boston, MA November 2020 – January 2021

Support Technician/Support Analyst

●Worked with faculty and professors in a high-pressure environment to support software and hardware challenges including malware issues, virtual classes/meeting support, OS upgrades, hardware upgrades, and application updates

●Successfully resolved many urgent, ad-hoc requests for internal customers while also completing scheduled upgrade requests for up to 20 customers every week

●Prioritized faculty requests to ensure satisfaction and followed up with customers after initial appointment

●Worked effectively with my team to effectively complete office projects, moves, and transfers

●Managed and resolved IT issues via ServiceNow in a timely and effective manner

Wilmer Cutler Pickering Hale and Dorr LLP, Boston, MA February 2020 – July 2020

Deskside Support Technician

●Worked in a high-pace environment with Lawyers, Attorneys, Partners, and staff members to troubleshoot hardware or software related issues including email, battery, audio, display, imaging, and AV issues

●Resolved 25-30 IT issues daily via Assets Management in a timely manner spanning from software, hardware, and networking issues

●Prioritized time sensitive deadlines while working with 20+ users at the Firm

●A/V system for Senior level management board meetings

●Supported user data and devices with Cloud services

●Supported Okta Verify in Admin Portal

Harvard University Allston, MA July 2019 – January 2020

Desktop Support Technician Intern

●Imaged, serviced and built 35 Dells, iMacs, MacBook daily using SCCM and JAMF Pro Imaging

●Facilitated IT training sessions on different software and application set-up while also configuring laptops and mobile devices for faculty use

●Troubleshooting technical support issues related to software, poor server network, replacing hard drives and other internal hardware components

●Managed delivery, inventory, and manage to 1,200 Harvard staff and employees quarterly

●Resolved IT issues via ServiceNow ticketing system within an efficient and timely manner

●Prioritized technical issues with a sensitive deadline

●Supported software integration with Cloud services and On Prem

●Supported A/V conferencing systems – Tested A/V systems prior to meetings

●Supported Okta and Duo Mobile

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