Senior Desktop Support & Customer Service

Sean Conrad

Grantham, New Hampshire • 603-***-**** • **********@*****.***

PROFESSIONAL SUMMARY

Senior Desktop Support Analyst with 25+ years supporting enterprise IT environments, engineering systems, and global user populations. Specialized in Microsoft 365 administration, identity and access management, email systems, Defender security, Entra ID, Active Directory, software license management, and Cybersecurity operations. Known for improving system up-time, resolving complex escalations, and supporting mission-critical engineering programs (CAD, PLM, PDM). Seeking a long-term role focused on enterprise support, identity, M365, engineering system administration, user support.

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Fidium Fiber May 2026 – Present

Support enterprise Windows 11 and macOS environments with secure, compliant workstation deployment.

Perform PC imaging, provisioning, and lifecycle management for new hires and role changes.

Execute IMAC services and provide high-touch desk-side and remote support across multiple regional offices.

Troubleshoot hardware, software, and network issues to maintain high service up-time.

Install and configure specialized applications and perform hardware refreshes.

Serve as primary technical contact, resolving escalated issues and ensuring strong customer experience.

Resolve VPN connection issues for remote users

Sr. Desktop Support Analyst / Site Administrator

ESAB Welding & Cutting September 2011 – April 2026

Served as final escalation point for enterprise support for 2,200+ global users; led and mentored all site administrators and help desk staff.

Supported engineering programs including Windchill PLM/PDMLink, SolidWorks PDM, PTC Creo, AutoCAD, and all associated worker machines as well as network licensing servers.

Managed workstation life-cycle: SCCM imaging, computer and device deployment, upgrades, patching, and hardware standardization.

Administered Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Defender, Entry ID, and Endpoint Protection.

Performed identity and access management: user account creation, permissions, security groups, roles, license assignment, MFA, SSO, and conditional access.

Conducted Active Directory administration (on-prem and cloud), including user/device management and access permissions.

Monitored service health and performed tenant maintenance across M365 and Entra ID.

Managed privileged access systems including DUO and Microsoft Authenticator.

Performed Cybersecurity tasks including threat monitoring, incident response, and Defender alert monitoring.

Oversaw engineering workflows, CAD integration, network licensing, and PDM/PLM system stability, Software Asset Management.

Served as Bomgar/Beyond Trust remote support administrator and trainer for global IT staff.

CORE SKILLS

Enterprise Identity, Access & Security

Entra ID • Azure AD • Active Directory • MFA • SSO • Conditional Access • Security Groups • Privileged Access • DUO • Microsoft Authenticator • Defender • Endpoint Protection • Cybersecurity Monitoring • Threat Detection

Microsoft 365 Administration

Exchange Online • Entra ID • Teams • SharePoint • OneDrive • Licensing • Roles & Permissions • Email Security • Tenant Health Monitoring

Engineering Systems & Programs

Windchill PDMLink • SolidWorks PDM • PTC Creo • AutoCAD • CAD Licensing • PDM/PLM Administration • Workflow Support • Engineering Server Maintenance

Infrastructure & Support

DNS • DHCP • TCP/IP • WiFi • VMWare • Imaging • Deployment • Patching • Lifecycle Management • BOMGAR/Beyond Trust Remote Support • Heimdal • Dameware •

Software License Management

Vendor coordination • License tracking • Compliance • Network licensing • Engineering application licensing

Tools & Processes

ServiceNow • BMC Remedy • Jira • Profwiz (Profile Migration) • PowerShell • SolarWinds • SCCM

CERTIFICATIONS

Fortinet Certified Associate – Cybersecurity (FCA) • Bomgar/Beyond Trust System Administration • Google Workspace Administration • Microsoft Azure Administration (In Progress)

EDUCATION

Manchester Technical College, Manchester, NH 2001–2003

Computer Science • Networking Essentials • TCP/IP • UNIX • Internet Technologies

TRAINING

SharePoint Administration

Azure Management Overview

Network Infrastructure Protection in Azure

Windchill PDMLink System & Business Administration

Google Workspace Administration Certification

Network Security Threat Landscape

Fortinet NSE 1, 2, 3 Fortinet Certified Associate (FSA)

Cybersecurity Zero Trust for Microsoft Copilot

Microsoft Defender for Identity

Microsoft 365 Administrator Expert (MS-102) Prep

Microsoft Cybersecurity Architect (SC-100) Prep

Cloud Management with Microsoft Intune

ISC2 Certified in Cybersecurity (CC) Prep

Project Management Foundations

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