Edward Francis Email & Phone Number

Syracuse, Ny, Us

Perform NIST 800-171 assessments for small and medium businesses pursuing DoD contracts and provide recommendations for them to be compliant in their POAM and SSP.Selected accomplishments:• Created an automated Excel workbook to help streamline the assessment process and generate a SSP and POAM for the customer.• Setup a Microsoft 365 environment for a non-profit to manage their laptop and phones.

Syracuse, New York Area

Provide IT help desk support for about 500 users across eight offices through email, phone, in person, and ticketing system for a prominent law firm. Responsible for imaging and setting up computers for users.Selected accomplishment:• Worked with the Desktop Architect consultant to configure the Microsoft Deployment Toolkit for the Windows 10 migration. Configured USMT to capture and restore user’s profile settings for the migration. Use PDQ Deploy to automatically install software for the migration. Responsible for migrating computers to Windows 10.

Syracuse, New York Area

Provide IT helpdesk support and services to over 200 small and medium business in the Central New York area. This includes configuring computers, installing software and creating accounts to customer's specifications.

East Syracuse, Ny

Assist BNY Mellon with their short term project deploying new thin client computer for virtualization project of relocating and setting users' computers. Re-imaging and deploying new computers for virtualization project. These are selected accomplishments:• Collaborated with BNY Mellon Desktop support team and other consultants with re-imaging, setting up and deploying 600 thin client computers for desktop virtualization project to meet deadline. • Assisted local IT team with reclaiming used computers to enter into asset tracker for inventory control which helped improved group’s service level agreement and reduce workload.

East Syracuse, Ny

Here, I participated in the Change Management Integration team that was selected to develop, test, and deploy a new proprietary Enterprise Request for Change (RFC) tool to streamline ticket creation and enforced change management policy compliance.These are selected accomplishments:• Assisted the developers with testing software by performing test cases and providing results which resulted catching bugs or issues before software update was released, and helped developers to have realistic test cases. • Provided first level troubleshooting and support to users of RFC, allowing developers to focus more on developing tool and complex issues, and increasing understanding of tool workflow. • Improved procedures by working with various engineering teams, capturing information for creating standardized templates.

East Syracuse, Ny

In this role, I collaborated with the New York City engineering teams to establish and maintain consistency and compliance for the Time Warner Cable change policy. I managed the flow of communication and the coordination of network changes to avoid conflict with other scheduled work. I also provided support for the engineering department with ticketing system. Previous Positions Held: Overnight Technical SupportThese are selected accomplishments:• Provided first level support for Remedy ticketing system which helped increased efficiency and user satisifcation, and allowed software developers to focus on development. • Attended weekly calls with the IT department to review changes that prevented potential conflict with scheduled network changes. • Reduced customer downtime by participating in daily call with engineering teams to discuss scheduled work helping teams in properly planning for impact. Previous Positions Held: Network Support TechnicianOvernight Technical Support