Edward Hennessey
Saline,United States
Summary
Dynamic professional with extensive experience at the University of Michigan – School of Information, focusing on customer experience enhancement and technical operations optimization. Proven expertise in data analysis and management, complemented by strong interpersonal communication skills. Drove significant improvements in program effectiveness and user satisfaction through innovative problem-solving and strategic stakeholder engagement. Aiming to leverage these skills to further enhance organizational performance and user outcomes.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Health Technology Support Assistant
University of Michigan – School of Information
Ann Arbor, MI
02.2023 - Current
- Manage and prepare Android tablets for patients engaged in peer mentoring interventions, enhancing user experience and accessibility
- Provide remote technical support to patients and mentors, ensuring swift resolution of issues
- Develop comprehensive training materials for staff, fostering skill development and knowledge transfer
- Create and analyze tracking and usage reports, driving improvements in program effectiveness
- Collaborate with developers to diagnose and resolve application issues, optimizing functionality
- Partner with UM-HITS to install necessary software on managed devices, streamlining technical operations
- Supported end-users by responding quickly to phone messages and following up on complaints.
- Communicated technical processes in clear language to keep non-technical personnel informed and updated.
- Performed troubleshooting activities to diagnose system issues and implement solutions quickly.
- Authored technical procedure flowcharts to improve prioritization of project tasks.
Paraprofessional
Saline Area Schools
Saline, Michigan
11.2016 - 02.2023
- Spearheaded classroom management initiatives, ensuring a conducive learning environment for students
- Delivered personalized educational and emotional support, effectively addressing students’ diverse learning needs
- Customized lesson plans for students with emotional and cognitive disabilities, enhancing education outcomes
- Actively identified and addressed emotional and mental health issues in students, promoting well-being
- Prepared instructional materials and tailored activities for group and individual instruction, reinforcing curriculum standards
Substitute Teacher
EduStaff
Saline, Michigan
09.2015 - 11.2016
- Implemented lesson plans and maintained classroom routines, reinforcing core concepts and supporting student learning
- Employed positive reinforcement strategies to promote engagement and mitigate behavioral issues
- Adapted teaching approaches to cater to various ability levels, fostering lifelong learning skills among students
- Utilized technology effectively to enhance the educational experience across diverse subject areas
Pilot Coordinator
Tier1 Technologies, United States Postal Service
Saint Louis, Missouri
11.2012 - 01.2015
- Diagnosed and resolved network connectivity issues at remote sites, ensuring uninterrupted service delivery
- Coordinated effective testing of software and hardware prior to deployment, enhancing operational readiness for ease of user experience
- Managed inventory and deployment of new computer systems, ensuring efficient use of resources
- Facilitated communication with vendors to maintain optimal equipment functionality and support
- Optimized application performance for better user experience
Technical Support Analyst
Federal Reserve Bank
St. Louis, MO
08.2004 - 09.2012
- Provided exceptional application support to financial institutions and federal agencies utilizing web-based applications
- Trained users on system administration and application functionalities, enhancing user proficiency
- Documented application issues and reported outages to drive system improvements
- Developed FAQs, training materials, and procedural documentation for new applications, advancing user experience
- Tracked all changes made in production environment using change management process.
- Implemented change management processes to ensure consistency across environments.
- Deployed patches or updates for existing applications following change management guidelines.
- Provided feedback on usability aspects to improve user experience.
- Implemented strategies for improving user experience with existing systems.
- Monitored application performance metrics to ensure optimal user experience.
Support Center Specialist
Saint Louis University School of Medicine
St. Louis, MO
11.1999 - 08.2004
- Offered comprehensive support and troubleshooting for approximately 1000 users in clinical and research environments
- Configured and installed new PCs in compliance with University standards, ensuring operational efficiency
- Collaborated on the creation of training materials for first-level support staff, enhancing service quality
- Maintained records of customer interactions for future reference.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Implemented strategies for improving user experience with existing systems.
- Reviewed existing policies, procedures and documentation related to change management practices.
- Deployed updates and patches on systems in accordance with established change management protocols.
Education
Master of Educational Technology -
Webster University
St. Louis12.2015
Bachelor of Arts - Mass Communication
University of Missouri
St. LouisSkills
- Customer Experience Management
- Conflict Resolution
- Data Analysis and Management
- Educational Technology
- Microsoft Office Suite
- User Training and Support
- Interpersonal Communication
- Adaptability and Flexibility
- Stakeholder Engagement
- Multitasking and Prioritization
- Change Management
- Cross-functional teamwork
- Stakeholder management
Certification
- HDI Support Center Analyst Certification, 2011
- CompTIA A+ Certification, 2004
Volunteer Experience
- Volunteer for Children's Tumor Foundation and Alex's Lemonade Stand for Pediatric Cancer Research Funding.
- Administer the Saline Eats Facebook group, promoting community support for local restaurants and coffee shops.
Timeline
Health Technology Support Assistant
University of Michigan – School of Information
02.2023 - Current
Paraprofessional
Saline Area Schools
11.2016 - 02.2023
Substitute Teacher
EduStaff
09.2015 - 11.2016
Pilot Coordinator
Tier1 Technologies, United States Postal Service
11.2012 - 01.2015
Technical Support Analyst
Federal Reserve Bank
08.2004 - 09.2012
Support Center Specialist
Saint Louis University School of Medicine
11.1999 - 08.2004
- HDI Support Center Analyst Certification, 2011
- CompTIA A+ Certification, 2004
Master of Educational Technology -
Webster University
Bachelor of Arts - Mass Communication
University of Missouri
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