Technical Support Senior It

Kenneth P. O’Connor

Pascoag, RI ***** 401-***-**** *************@*****.*** Linkedin Profile

Professional Summary

Senior IT Systems Analystwith over 25 years of experienceinnetwork administration, cloud services,system migrations, andendpoint security.Adept at managingWindows andVMwareenvironments, supporting remote teams,and streamlining processes through PowerShell automation. Proven expertise inO365migrations,Microsoft Azureintegration, andenterprise security. Strong problem-solving skillswith a track record of optimizing system performance, improving uptime, and ensuring business continuity. Professional Experience

Sr. Technical System Analyst

Voyant Beauty, KIK Custom Products, CCL Custom Manufacturing(Due to acquisitions) Various Locations 1998 – 2024

● Led network management and troubleshooting efforts across a variety of platforms, utilizingDNS, DHCP, TCP/IP, and network monitoringtools to ensure system reliability and performance.

● Orchestrated seamless migrations, including transitioning users toO365, improving collaboration and streamlining communication for over 100+ employees.

● Administered and configuredWindows Server NT – 2019,including system upgrades, patch management, and troubleshooting.

● Provided advanced system troubleshooting and technical support forWindows 3.1 – 11, DOS, and legacy systems.

● Developed and implementedPowerShellscripts for systemautomation, reducing manual tasks and increasing operational efficiency.

● ManagedMicrosoft SQL Serverenvironments, performingsystem backups, database performance tuning, and user access control.

● AdministeredVMware 3-7environments, ensuring highavailability and disaster recovery processes for virtualized servers.

● AdministeredCitrixSystem Admin (4.5-7), providingremote desktop services for distributed teams.

● Supported mobile device management using SotiMDM, ensuring compliance with corporate policies.

● Project Manager for conversion of legacy phone systems to RingCentral Cloud Solution.

● Delivered Level 1-3 Helpdesk support, resolving hardware, software, and networking issues with a 95% satisfaction rate from end-users.

● Managed Cylance and Sophos Antivirus for securing endpoints and Mimecast for email security, ensuring 100% protection against phishing and malware attacks.

● ManagedCloud-Based Phone System(RingCentral), optimizingcommunication solutions for several remote sites and teams.

● Collaborated in the implementation ofCloud-basedMS Azureservices to enhance business scalability.

● AdministeredStandalone and Multifunction Printers/Copiers, ensuring seamless printing across departments.

● Collaborated with cross-functional teams to support and administerDSI Inventory Control Systemintegrated withJDE World, troubleshootingand improving system efficiency.

● Provided technical support forRF gunused in inventory management.

● Changed toremote IT supportin 2008 (plant closure),travel as needed to support branch offices to ensure consistent IT services.

● Other: Kaseya 9.5, Rapid7, Home Office / IT travelingsupport since 2008 Skills

● Networking & Infrastructure: DNS, DHCP, TCP/IP, WAN,LAN, VoIP, Network Monitoring, Load Balancing, Switches, Routers

● Systems & Servers: Windows Server (NT-2019), VMware3-7, Microsoft SQL Server, RDS, Citrix 4.5-7, Active Directory, File Server Security

● Desktops:Windows 3.1-11

● Scripting & Automation: PowerShell

● Cloud Technologies: Microsoft Azure, O365, RingCentral(Phone System)

● Security & Endpoint Management: Cylance Antivirus,Sophos Antivirus, Norton Antivirus, Mimecast, Soti MDM, Rapid7

● Helpdesk & Support: Level 1-3 Helpdesk, InventoryControl (DSI), Printers, Remote Desktop

● Other: Microsoft Exchange (4.0 - 5.5), Kaseya 9.5 Education

Associate in Computer Science

Community College of Rhode Island

Certifications & Training

● Ongoing training in Cloud Technologies, Networking, and Security

● Completed IT-related courses in Networking, MS Windows, Citrix Administration, DSI Volunteer Experience

Boy Scouts of America

Adult Leader, Committee Chair, Assistant Scoutmasterand Chartered Org Rep. Troop 100 Pascoag, RI

● Led and mentored young members inleadership and technicalskills, organizing events and fostering personal development.

Additional Notes

● 25+ years of IT experience including several migrations due to acquisitions.

● Have been working remotely and supporting global teams since 2008.

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