Edward Durand
Hudson
Summary
Savvy Technical Support Engineer with 15+ years of expertise in system optimization and driving innovative IT solutions. Adept at analyzing organizational needs, developing tailored strategies, and implementing high-impact solutions to maximize operational performance. Recognized for rapidly diagnosing and resolving complex technical issues, ensuring optimal user experiences and enhanced system reliability.
Overview
11
11
years of professional experience
Work History
ITS Technical Support Engineer
TeledyneFLIR
04.2022 - 02.2024
- Productively oversee field projects, consistently exceeding expectations and meeting or accelerating projected timelines
- Administer expert technical support via phone and on-site visits, ensuring seamless installation, configuration, and ongoing maintenance of ITS products, reducing downtime by 30%
- Managed on-site installation processes, efficiently fulfilling customer, client, and partner requests, while cultivating strong relationships and acting as the primary point of contact in the field
- Diagnose and resolve performance issues, troubleshooting, repairing, and implementing preventive maintenance strategies to optimize ITS product performance
- Deliver technical resources, including manuals, datasheets, and firmware updates, raising product functionality and client understanding
- Collaborate with US and Canadian partners, distributors, and the FLIR sales team, verifying comprehensive support and alignment with mutual customer needs in the ITS sector
- Time off due to Covid period and lack of professional opportunities. | April 2020 - March 2022
IT Support Specialist
JC Cannistraro
09.2018 - 03.2020
- Oversaw IT infrastructure and business systems, supporting both internal and field offices in preserving operational functionality and user satisfaction
- Diagnosed and resolved technical issues, improving system performance by 40% through proactive maintenance and targeted troubleshooting across multiple systems
- Carried out software installations, performed hardware maintenance, and executed mobile device upgrades for efficient end-user support
- Coordinated troubleshooting, maintenance, and cleaning tasks for printer and plotter systems, upholding optimal performance and functionality
HelpDesk Support
Immunogen Inc.
11.2017 - 07.2018
- Addressed and resolved user inquiries and technical issues related to IT systems across the organization, guaranteeing timely and efficient support
- Analyzed and diagnosed recurring issues, initiating preventive solutions that reduced help desk inquiries by 40% through targeted troubleshooting strategies
- Monitored and triaged critical alerts from antivirus and backup systems, escalating complex issues to prevent potential system failures and downtime
- Controlled and optimized user account access by adjusting rights, permissions, and system groups, safeguarding data integrity and enhancing operational security
Systems Analyst
Edenred North America, Inc.
03.2016 - 08.2017
- Supplied technical support for server management, OS configurations, connectivity, and active directory domains as well as conducted disaster recovery tests, server patching, and directory system maintenance
- Diligently upheld building access systems, VPN configurations, wireless networks, and vendor relations for technical services, while setting up and deploying custom applications on user systems
Technical Support Specialist
Analysis Group
11.2015 - 01.2016
- Recruited to deliver short-term specialized technical support, focusing on troubleshooting and resolving system and hardware-related issues to boost operational efficiency
- Configured and deployed workstations, set up remote access, and managed installations of audio/visual equipment and software, confirming uninterrupted integration with existing systems
IT Support / Help Desk
JMK Systems Solutions Inc.
03.2015 - 10.2015
- Executed Tier II technical support to 124 clients, managing 3,675 computers across 325 locations, and resolving hardware, software, and network challenges
- Utilized remote management tools to address and fix printer, scanner, application, and server issues, maintaining high system functionality
- Worked closely with internal teams to implement solutions, improving system performance and user experience across the organization
Technical Support Engineer
Intronis Inc.
09.2012 - 05.2014
- Resolved complex Tier III technical support issues from initial assessment to final resolution, effectively managing non-standard cases to minimize downtime and optimize client satisfaction
- Thoroughly delivered expert-level technical assistance to global Intronis partners, resellers, and MSPs, addressing high-priority issues and ensuring rapid, accurate resolutions
- Aided in creating and implementing advanced training programs, enhancing team skills, and bolstering internal knowledge sharing across departments
- Led the ownership and optimization of the ticketing system, becoming the subject matter expert, and driving improvements in workflow efficiency and issue resolution timelines
Education
Certificate of Completion - PC LAN Technology
Computer Learning Center
Skills
- Troubleshooting & Problem Resolution
- Network Configuration & Maintenance
- Technical Support
- Hardware & Software Installation
- Technical Documentation
- Remote Support & Monitoring
- Security & Access Control
- Customer Service
- Teamwork & Collaboration
- Excellent Communication
Military Experience
Branch: United States Army | Rank: E-6 Staff Sergeant
Additional Experience
Northeastern University | IT Project Lead (Contractor), Harvard University | Technical Support Specialist
Technologies
- Platforms: Microsoft Windows XP/7/8/10 Microsoft 365
- Tools: Microsoft Office Suite, 2007/2010/2013, Server Operating Systems 2003/2008/2008, R2/SBS 2011 /2012 / 2013, Pro/ENGINEER 2000i / 2000i2 / 2001, Wildfire Pro MECHANICA 2000i / 2000i2 / 2001 Pro/INTRALINK 2.0 / 3.0 / 3.1 / 3.2, Seibel Cards, SalesForce, iManage, CompuLaw Vision, Softwise Innova, ContactEase, ConnectWise, HP-UX 11 / 11i, Sun Solaris 2.6 / 2.7 / 8 / 9, SGI IRIX 6.4 / 6.5 / 10, ORACLE 8i/ 9i / FLEXlm, Microsoft Exchange 2003/2007/2010/2013, SQL Server 2008/2008 R2/2012, Citrix Metaframe, LabTech, NetExtender, Active Directory, TCP/IP, HTTP, HTTPS, JAVA, SMTP, DNS, SonicWall VPN, WINS, NetBIOS, FLIR,ITS
Timeline
ITS Technical Support Engineer
TeledyneFLIR
04.2022 - 02.2024
IT Support Specialist
JC Cannistraro
09.2018 - 03.2020
HelpDesk Support
Immunogen Inc.
11.2017 - 07.2018
Systems Analyst
Edenred North America, Inc.
03.2016 - 08.2017
Technical Support Specialist
Analysis Group
11.2015 - 01.2016
IT Support / Help Desk
JMK Systems Solutions Inc.
03.2015 - 10.2015
Technical Support Engineer
Intronis Inc.
09.2012 - 05.2014
Certificate of Completion - PC LAN Technology
Computer Learning Center
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