FRANK A. BOREA

P.O.Box ****** West Hartford,CT. *6133

860-***-****

adnobx@r.postjobfree.com

SUMMARY

A dedicated and performance-driven desktop support and call center professional with over 20 years extensive expertise encompassing customer service, technical consulting, team leading and support, desktop operating systems, and local area and wide area network environments. Possesses a proven track record of utilizing exceptional communication skills to work well with all levels of an organization. Also proven ability to build consultative relationships with key decision-makers and to interact with team members at all levels of the organization. Excellent capacity to analyze operational needs and develop processes/procedures to meet organizational objectives.

EXPERIENCE

1/2020 – 6/2020 INFOSYS placed at United Technologies, Farmington, CT

Major Incident Management

Required to handle all incidents that are a Priority 1 Critical Incident which severely impacts the business. Duties included but not limited to:

•Start procedure to minimize business disruption and financial impact

•Work with Major Incident Managers to start initial notification of the incident

•Activate and lead technical bridge with all parties necessary to determine the resources and steps needed for resolution of the issue

•Develop and share a timeline for the issue to be resolved

•Communication with business leaders about the outage and updates

•Providing a meeting summary and updates to the audience at the beginning, during and end of the meeting

•Maintain a rhythm of communication until the incident is resolved so services can be restored as quickly as possible

1999-2019 EVERSOURCE (formerly NorthEast Utilities ) Berlin,Connecticut

1999-2003 MARTINEZ AND ASSOCIATES placed at EVERSOURCE

Computer Analyst

Monitored password access problems.

Documented and solved general PC application problems, supporting Microsoft and company software.

Handled monitoring, configuration setups, and printer and application installations via remote control program.

Troubleshot email systems, such as Lotus Notes, GroupWise, and various mainframe problems.

Provided Y2K project implementation and planning support

Maintained user log information, using Remedy Help Desk software.

Rollout, quality control, and integrity validation of Y2K compliant network environment, desktops and printers

2004-2014 direct at EVERSOURCE, 2014-2019 INFOSYS placed at EVERSOURCE

MIS Help Desk and Call Center

Provided level one, two, and three support for an estimated 9,000 users in Connecticut, Western Massachusetts, the Boston area, and New Hampshire for over 15 years. When Bell Technologies came into Eversource in 2019, I was given the responsibility of traveling out to Indianapolis and working with the newly outsourced helpdesk. I worked directly with the new service desk employees to guide them in handling service desk calls. During my time at Eversource responsibilities included:

Liaison and coordinator of users with the now INFOSYS manned Helpdesk and Call Center

Liaison and coordinator of 2nd level and 1st level in support of the American and overseas users

Development of idea and strategies for Help Desk and Call Center in processing user’s issues

Support of Office 365 rollout including MS-Outlook

Support of Windows 10 rollout

Design, preparation & delivery of detailed procedures of customer handling

Secure backup, restore & post-migration configuration of user device data, preferences, email, messaging, printing & network settings

Support coordination between 2nd level and IT support Center and testing

Ensured obsolete computers and peripherals replaced as close to warranty expiration time as possible

Coordinated and tracked technology assets via asset inventory program

Handled virus and spyware problems, including registry editing. Implemented resolutions and cleanup

Tracked and updated PCs missing current software updates

Sent monthly report regarding ITSM (Help Desk documentation software) tickets open for 30 days or more. Tracked report for status updates until closure

Worked on ITSM rollout project testing incident and knowledge modules several times during normal work hours and after hours to ensure paging worked correctly

Trained in ServiceNow ticketing system and ITConnect

Asked by trainers in Windsor to periodically perform cleanup on training room PCs to ensure good performance

Monitored admin rights and removed admin rights from clients without valid sign-off sheets

Coordinated admin rights and database records for authorized users

Training and mentoring of new analysts in to the group

Upgraded VNC (remote access PCs) with configuration to ensure security upon VNC software upgrade

Provided VDI (virtual desktop interface) support used by several hundred local and international users

Supervising and authorizing admin rights documentation

Excellent communications skill in use white glove monitoring and handling and following of VIP calls to resolution

Worked with outside vendors to provide solutions for equipment and software problems in NT, TCP/IP structure

FOX INSTITUTE OF BUSINESS, West Hartford, Connecticut

Instructor (part time), 2002-2003

Implemented workstation resource area for field associates

Served in several on-site roles including hardware service and software

Installing and familiarizing students with WIN95, WIN98 and WINNT usage

Installation and configuration of peripherals

Customizing desktops

Software and hardware setup and trouble-shooting

Network configuration

Remote access setup

EDUCATION

DATA INSTITUTE TECHNICAL COLLEGE, East Hartford, Connecticut

Certification, 1995

NORWALK STATE TECHNICAL COLLEGE, Norwalk, Connecticut

Coursework in Electrical Engineering, 1973

CERTIFICATIONS

2018 Work Continuity Training - CPR/First Aid

Bloodborne Pathogens

Storm Patrol 2018

Wires Down 2018

FEMA IS-00700.a and IS-00100.b, Emergency Management Institute, at NU, 2017

Windows 2000 Transition, at Key Logic, 2001

Networking Essentials for Desai Microage, at Data Institute Business School, 1998

Windows NT Certification Course, at Data Institute Business School, 1997

Aetna Institute- Hartford CT -ALR Self-Maintenance Certification -HP Self-Maintenance

PROFESSIONAL DEVELOPMENT

Customer Confidentiality, 2018

2018 Customer Confidentiality for E Mass CIS 2018

CIP Annual Training A - Basic 2018

2017 IT Security Awareness Fundamentals 2017

Annual Critical Infrastructure Protection Access Training, 2018, 2016, 2015,2013, 2011, 2009

Microsoft Office Word, PowerPoint, Access and Excel, Levels 1-3, 2009

SBC/Ethics, 2007

FERC Standards of Conduct, 2005

IT Information Security Awareness and Literacy, 2004

Spectrum Enterprise Manager Application for Client-Server Architecture, 2001

COMPUTER SKILLS

Microsoft Windows 10 Microsoft Windows 7 MS Office 2010 – 2016

Cisco VPN Client Cisco RSA Authentication Manager McAfee Antivirus Client/Encryption

Citrix Management Console Citrix Password Manager

Lenovo workstations and laptops Dell/HP desktops and laptops Virtual Desktop

Configurations, Peripherals, Lotus Notes 4.5, 5, 6, 8.5 and 9 MSOutlook

Ghosting software for reimaging

SMS, VNC and PC Anywhere software for remote access

Spectrum (network connectivity monitoring software) VMWARE [support software for VDI (virtual desktop interface)] PCs

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