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, ON06-2012
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