Summary
Overview
Work History
Education
Skills
Timeline
Generic

Connor Hennessy

Oshawa,ON

Summary

IT professional with 8 years of experience with logical troubleshooting and maintenance of computer workstations, networks and server infrastructure, looking to leverage problem solving skillset as a Signal Maintainer. Proven track record of prompt root cause analysis and resolution supported up by consistently high positive customer survey results and technician performance metrics.

Overview

5
5
years of professional experience

Work History

Service Desk II

IT Weapons (Konica Minolta)
Mississauga, ON
08.2021 - Current
  • Provided second-level technical support to customers with IT related issues.
  • Independently worked quarterly 24/7 NOC rotation to ensure 100% uptime of client services during and after business hours.
  • Collaborated with technical staff to establish goals and objectives for client system improvements and upgrades.
  • Maintained up-to-date case documentation for future reference.

IT Support Analyst

Swish Maintenance
02.2021 - 08.2021
  • Directly improved overall IT department efficiency by implementing Panorama9 asset manager and ticketing system.

Tier 1 Engineer

CalTech Software Systems
San Antonio, Texas
10.2019 - 10.2020
  • First point of contact of all customer IT issues and maintained service level agreements (SLAs) to drive customer satisfaction and develop long-term customer relationships.
  • Served as primary triage technician for triaging incoming tickets to other service boards; managed automated tickets generated by the NOC to ensure maximum customer uptime.
  • Consistently produced high-quality results to maintain high CSAT average and SLA resolution times.

Education

High School Diploma -

Thomas A. Stewart Secondary School
Peterborough, ON
06-2012

Skills

  • Technical Troubleshooting
  • Analytical Skills and Attention to Detail
  • Maintenance Inspections and Reporting
  • Professional Communication
  • Teamwork and Coordination
  • Adaptability and Flexibility
  • Continuous Improvement
  • Punctual and Reliable
  • Heavy Lifting
  • Valid Driver's License

Timeline

Service Desk II

IT Weapons (Konica Minolta)
08.2021 - Current

IT Support Analyst

Swish Maintenance
02.2021 - 08.2021

Tier 1 Engineer

CalTech Software Systems
10.2019 - 10.2020

High School Diploma -

Thomas A. Stewart Secondary School
Connor Hennessy