Desktop Support Analyst

Ken Iavecchia

Easthampton, MA 413-***-****

***.*********@*****.*** www.linkedin.com/in/ken-iavecchia-7219417

Cloud Administrator

Passionate about Building Knowledge on Leveraging Cloud Technology to Optimize Performance, Enhance Security,

and Drive Efficiency in IT Systems

Eager to contribute to dynamic team by driving efficient and secure cloud operations. Adept at balancing technical expertise, utilizing customer-centric approach, and ensuring optimal solutions that meet business needs and foster innovation.

Desktop Support

Application Testing

Software Installation

Hardware Selection

Server Support

Troubleshooting

Procedure Writing

Software Distribution

Professional Experience

THE HARTFORD INSURANCE GROUP, Hartford, CT

Engineer 2007 - 2024

Deployed software updates, new applications, and antivirus fixes to 25K clients, ensuring efficient and reliable implementation while minimizing disruptions and maintaining compliance with organizational policies.

Rolled out applications in phases, beginning with pilot group and expanding deployment based on predefined success criteria, confirming smooth and controlled transition.

Communicated with technical teams on testing, piloting, rollback, and success metrics of software deployment projects, verifying alignment and minimizing potential risks.

Assembled and installed Compaq servers with Windows Server 2000 Operating system. Performed system administrator tasks, including recovering files, replacing failed hardware, and identifying and mitigating failed O/S programs.

THE HARTFORD INSURANCE GROUP, Hartford, CT

Analyst 1999 - 2007

Provided desktop support, installed and configured software for end-users, and troubleshooted technical issues, ensuring seamless system performance, improving overall operational efficiency, and reducing downtime.

Collaborated with vendors to resolve software issues, enhancing system reliability and increasing response times for software troubleshooting, leading to more stable IT environment for users.

Tested new software and system updates, identifying and resolving compatibility issues before deployment, minimizing disruption to business operations, and enhancing software performance.

THE HARTFORD INSURANCE GROUP, Hartford, CT

Service Desk 1995- 1999

Provided timely and efficient technical support and troubleshooting assistance, resolving hardware, software, and network connectivity issues for end-users.

Additional Relevant Experience

California Institute of Applied Technology, Online

Projects:

Azure Active Directory (AD): Microsoft Azure Entra ID: Managed AD user and group settings, including B2B and guest accounts, to improve collaboration and secure access.

Azure RBA: Configured and assigned Azure roles to users, groups, and applications at various scopes, ensuring precise permissions for improved security and operational efficiency.

Azure Threat Modeling: Utilized tool to identify vulnerabilities within security development lifecycle (SDL), enhancing proactive risk mitigation and application security assessment.

Azure VM Deployment: Ubuntu and Windows 11 Windows 11: Deployed Linux / Ubuntu and Windows 11 VMs using Azure IaaS, gaining hands-on experience with Azure portal, storage accounts, and operating system testing while enhancing understanding of cost-saving and efficiency capabilities.

Set Up Amazon CloudWatch for EC2 Instance: Configured AWS CloudWatch to monitor EC2 instance performance and set alarms for CPU utilization over 50% for 5 minutes. Helped set up Linux EC2 instances and VPC networking and ran stress tests, improving system performance insights, and reducing operational costs through quick issue detection.

Education / Certifications

Associate of Science (AS), Business Administration, Albertus Magnus College, New Haven, CT

Certificate in AZ 900 (In Progress)

CompTIA A+ Certification (2024)

Certificate in Cloud Administration, California Institute of Applied Technology, San Diego, CA (2024)

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