Bernard Connaghan

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

• TestEquity, Worcester, PA, 2022-01-01, Present, IS Support Engineer for 200-300 employees, Network and Infrastructure Support, Vendor Management - SMG3 & HP printer product and support, Product Owner/Support for Zebra RFID Readers & RFID-Enabled Scanners Wi-Fi and Bluetooth, Provide Deskside support for all levels of Employees, Microsoft Office 365, Azure/Entra, Intune and Teams Administration, Computer Lifecycle Management, Creation and maintenance of documentation on procedures, installations, and resolutions critical to business continuity, Telecommunications' VoIP, Project Management
• Bryn Mawr Trust, Bryn Mawr, PA, 2016-01-01, 2021-12-31, CRM Administrator & Product Owner, Associate System Engineer – 500 employees, Enterprise CRM Administrator & Subject Matter Expert (Bottomline BankSight) – Primary liaison and engagement lead work across LOBs and Vendor partners to drive initiatives and implement technical advancement to ensure corporate strategies alignment and optimize business operations, Align and assign system roles and profiles to reflect organizational needs and changes for strategy execution or users group duties and ownership, End user support, training, and development, Manage and Update record integrity to ensure proper ownership and fidelity of information, Analyze and resolve issues related to workflows, approval discrepancies or visibility for user base, Configure, test and maintain application software and system management tools, Commitment to providing consistency of systems operation to ensure they are user-centric experience, Provide 3rd level support for a suite of bank related applications, Experience with SaaS solutions as well as data integration and testing platforms
• Bryn Mawr Trust, Bryn Mawr, PA, 2016-01-01, 2020-12-31, System Analyst II, Application Support Specialist – for 800 employees, Analysis and resolution of complex technical hardware and software issues, in-person or using remote connect applications, Active Directory Account Administration, Mobile Device Support: Intune, Desktop / Application Support, Network Support – wireless, VPN, site health, FISERV Web Application Provisioning – C3, EFT, Workstation, Navigator, FCRM, S1, Track and route problems and requests and provide detailed documentation of resolution, PC Imaging, Equipment Purchasing, Creation and maintenance of documentation on procedures, installations, and resolutions critical to business continuity and DR
• Futura Mobility LLC, Fort Washington, PA, 2015-01-01, 2016-12-31, Application Support specialist – Pursuit Healthcare Client, Coordinate Mobile Support for mobile devices and applications through Air Watch, Administrate Air Watch Console, QA and Test applications before release, Perform Application Upgrades for Tablets within Air Watch console, Create Process Documentation for Air Watch Administration, Image PCs
• Information Services - Genesis Healthcare, Kennett Square, PA, 2008-01-01, 2015-12-31, Desktop Support / Support Analyst 3 – for 15000 employees, Respond to users’ network issues via phone and email, Manage the password reset process, Perform a variety of functions in troubleshooting and resolving software and hardware concerns, maintain, Install and upgrade software and networking resources: Microsoft, Apple, Cisco, Instruct and teach users on how to use software applications, Receive and respond to over 40 inbound calls per day, Download software files onto network, Configure / Resolve wireless, router and other Network issues, Support / Resolve iTouch/iPhone application ROX Mobile, Kronos, Mobile Device Provisioning/Management: MobileIron, Q&A Testing: UAT, Prod Support, QA environments, Change Control Validation/Promotion, Triage recurring issues with vendor for permanent resolution, Monitor Network for outages, Latency, connectivity issues, Acts as direct liaison for high profile issues, requiring more urgent and sensitive care., Support Apple Products Mac, Mac Minis, iTouch, iPads