It Support Desktop
Resume:
Francis Hennessey
** ******** *** ******, ** 19070
*********@*****.***
TECHNICAL SKILLS:
5+ years of IT support experience in an enterprise environment.
Strong ability to utilize clear and effective written and verbal communication.
Strong organizational skills with a solution-based, problem-solving mindset.
Experience displaying strong communication skills; can explain complex technological concepts to both technically proficient IT professionals as well as end-users in an understandable and comprehensive manner.
Experience providing end-to-end ownership for problems, issues, or escalations.
HDI, A+, MCP, Dell (laptop, desktop, printer) certified.
Log Me In remote tool / AD / UNC / IT Works \ Service Now
Quick assist \ Win10-11
Active Directory users and Computers
Microsoft Azure Microsoft Entra ID
6/9/21/ - 12/13/24
NTT Data services LLC
7950 Legacy Dr Suite 900
Plano TX 75024
Work Assignments JCI (client site-Horsham PA)
Field Tech Analyst
responsible for analyzing complex technical issues, designing efficient solutions, and collaborating with various departments to implement these solutions install systems (imaging, troubleshoot technical issues, conduct research, and make recommendations to support the company's technology initiatives Duties include implementing system upgrades, backing up data, testing computer systems, and performing maintenance.
Service Now
Quick assist \ Win10-11
Active Directory users and Computers
Microsoft Azure Microsoft Entra ID
MFA (Multi-Factor Authentication)
Johnson Controls
283 Gibraltar Road
Horsham PA 19044f
Manager: Bob Riley
Senior Manager, IT Field Support
, ******.*.*****@***.***
EXPERIENCE: Field Tech Analyst / remote desktop support
11/12/18 to NTT Data services LLC / Bimbo Bakeries (client site-Horsham PA)
6/8/21 7950 Legacy Dr Suite 900 Plano TX 75024 800-***-****
IT Works ticketing tool with snap, Log Me in remote tool, AD to unlock and reset user’s password, and confirm users accounts, Sccm, Pulse Secure for VPN
Responsible for remote and onsite user support, assist clients with hardware and software issues.
Support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.
09/01/17-
04/24/18 RL Canning, INC. (at will employee)
8700 W. Bryn Mawr Suite 120N Chicago, IL 60631 / 773-***-****
Scott Bernstock / Global Site Support Zone Leader / *****.*********@*********.***
Workplace Support Analyst l / II at Honeywell
Fort Washington, PA, Mt. Laurel, NJ, Claymont and New Castle, DE
(ACS-HBT-AERO-CORP-PMT-TS)
02/12-08/17 & Precise Fit Limited One, LLC (employee)
03/11-10/11 sub-contracted to Dell / NTTA Data sub-contracted to Honeywell
18685 Main ST, Suite 101-466 Hunting Beach CA.92648 / 310-***-****
Orianna Pacchioni, CCWP / Human Resources Manager
*******.*********@*******.*** / 310-***-**** EXT 409
Desktop Support Analyst at Honeywell
Fort Washington, PA, Mt. Laurel, NJ, Claymont and New Castle, DE
(ACS-HBT)-AERO-CORP-PMT-TS) / 250-300-USERS
Reimage and configure computers supporting Windows XP, 7(4yrs),10(2yrs) and Office 2007,2013 and O365 using Honeywell supplied images.
Backup and restore pc’s using USMT and WET.
Add computers to domain, add admin rights.
Install and configure the latest updated SCCM and MacAfee and Cisco AnyConnect
Install third party and single use license applications via DML software repository.
Install known applications via SCCM.
Install network printers
Provide in-person and remote help desk support for all offices operating in a Windows environment
Respond to Help Desk trouble tickets via Remedy, ServiceNow or by phone and desk side support.
Procure, install, and configure hardware and software via SCCM or deskside via manual install.
Repair desktops and laptops (order and replace parts as needed)
Collect and wipe out of lease Laptops, Desktops and Servers using Kill Disk and ship back to Dell.
Change backup tapes once a week for Dev1 group and ship offsite to Iron Mountain.
Kronos timeclock project Confiture new Kronos timeclocks using a POE switch per specifications
Secure Print Network Printer upgrade
oInventory old network printers (serial number, model and IP configuration).
oDocument old network printers using project team provided floor plan.
oSubmit recommended new network printers and floor plan to site director for approval.
oAssist users setting up badge and credentials on new printers.
01/10 INSIGHT GLOBAL (AT&T contract)
Used Citrix desktop to remote into users' computers to troubleshoot network and antivirus issues.
Repaired users’ computers using known tools (uninstall unnecessary programs, clear cache, disk defragmenter, system restore.
Recommended anti-virus programs and updated installed antivirus program and run scans.
12/10 ROBERT HALF TECHNOLOGIES Conshocken, PA (Gemalto contract)
Inventory computer hardware
Document in excel spreadsheet serial numbers and models and how many.
Collect spreadsheets from other techs and email to project leader.
03/10 to CompuCom/USA BANK Paulsboro, NJ
07/10 A+ Technician
Image Laptop and Desktops from an image server.
Configure according to customers specifications.
Upgrade memory on new servers.
Upgrade memory and configure new network printers.
2005 to JPMORGAN CHASE Christiana, DE
2009 Help Desk Analyst (L1 / L2 new agent)
Password resets,
L2 troubleshooting,
Remoted into users’ computers for some how to’s
Created tickets to L2
Documented steps taken to knowledge base in ticking system.
05/05 to JPMORGANCHASE Christiana, DE
10/05 Contractor Helpdesk agent
Reset user passwords for multiple applications.
Assisted other agents with setting up their applications as needed.
Participated in disaster recovery drills.
09/04 to CIRCUIT CITY - Springfield, PA
05/05 LPA (loss prevention)
04/04 to ADAMS BROWN PERSONNEL
06/04 (Tech Data) Server, A+ Technician
05/03 to GLENSIDE COMPUTERS - Glenside, PA
12/03 PC Technician-intern
Responsibilities: Building, repairing, servicing, some networking of windows-based pc’s and laptops (WINDOWS 95, 98, ME, 2000, XP), customer service (phone support).
03/03 to SECOND SOURCE COMPUTERS - Jenkintown, PA
05/03 PC Technician
Responsibilities: Building, repairing, servicing, some networking of windows-based pc’s and laptops (WINDOWS 95, 98, ME, 2000, XP).
EDUCATION: Lansdale Catholic HS (Diploma, 1980)
MILITARY SERVICE: UNITED STATES NAVY SEABEES (1980-84)
Adak, Alaska 1981-1982(Telex) / Okinawa, Japan 1982-1983(MLO) / Port Hueneme, California 1984
PROFESSIONAL TRAINING: HDI-2006, A+ - 2002, New Wave Computer Training - MCSE NT/2000 (certificate-2004).
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