Francis Freesland
Jacksonville,FL
Summary
Tech-savvy Information Technology Support Specialist and US Navy veteran with a strong background in troubleshooting hardware and software issues, ensuring prompt resolution and maintaining a high level of customer satisfaction. Adept at providing exceptional customer service to employees at all levels. Offering 20+ years of experience in the analysis, diagnoses and resolution of hardware and software problems. Continuous self-education to keep up with new and emerging technology.
Overview
46
46
years of professional experience
1
1
Certification
Work History
Sr. Desktop Support Analyst
Emtec/Bridgenext, Inc.
06.2010 - Current
- Provide remote and on-site support to 7,500 City of Jacksonville employees, ensuring prompt resolution of technical issues
- Maintain SLAs above 98% by delivering high-quality services and prioritizing incidents and requests
- Offer exceptional support to City of Jacksonville and Mayor's Office, maintaining high levels of customer satisfaction
- Train team members in installation and use of software and hardware components to boost efficiency and productivity
- Maintain service ticket system with detailed records and address as appropriate to meet established service level agreements
- Maintain basic level of knowledge on Audio Visual (AV) equipment and technology
- Ability to solve problems independently or in team setting
- Ability to exhibit sound judgement and decision-making skills
- Supervise teams of up to 5 technicians in deployment of new workstations, ensuring smooth transitions
- Coordinate with vendors to obtain necessary components and maintain smooth operations
- Create detailed procedures and documentation for new software applications and hardware
Senior Technician
Prudential/Unidata, LLC
08.1997 - 04.2010
- Deliver local and remote desktop support for over 40,000 computer users
- Diagnose and resolve technical issues related to hardware, software, and network connectivity
- Escalate complex issues to higher-level support or specialized teams as necessary
- Operate personal computers and other office equipment such as printers and copiers
- Participate in disaster recovery plans to minimize downtime and ensure data integrity.
Network Administrator
Aerotek
01.1997 - 08.1997
- Contract work to provide network support and administration to client companies on both Novell and Windows NT environments
- Exercise discretion and maintain highly confidential information relating to customers.
Support Specialist
Tracor/Vitro Corporation
02.1985 - 01.1997
- Perform systems/network administration on Novell environment, consisting of servers, desktops, tape libraries and print servers at Office of Naval Intelligence
- Perform requirements analysis and document recommend solutions for implementing the solution to US Navy Fleet personnel.
Petty Officer Second Class
US Navy
08.1978 - 12.1984
- Operate, maintain, troubleshoot and repair Naval Fire Control System computers and associated peripherals.
Education
Cybersecurity Program, Powered by Fullstack Academy -
University of North Florida
Jacksonville, FL08.2021
Fields of Study: Novell and Microsoft Windows NT -
Orange Systems
Rockville, MDGeneral Studies (39 credit hours) -
Frederick Community College
Frederick, MDSkills
- Microsoft Windows operating systems
- MS Office Suite
- Meeting software – Zoom, Teams
- Troubleshooting hardware and software technology
- Basic Network Infrastructure Fundamentals
- Exceptional customer Service and Support
- Excellent communication skills
- Software Upgrades
- Documentation skills
- Incident Management
- Technical support expertise
Certification
- Microsoft Certified Professional (MCP)
- CompTIA A+
- Novell Certified NetWare Engineer (CNE)
- IBM Cybersecurity Analyst
- Studying for CompTIA Security+
Timeline
Sr. Desktop Support Analyst
Emtec/Bridgenext, Inc.
06.2010 - Current
Senior Technician
Prudential/Unidata, LLC
08.1997 - 04.2010
Network Administrator
Aerotek
01.1997 - 08.1997
Support Specialist
Tracor/Vitro Corporation
02.1985 - 01.1997
Petty Officer Second Class
US Navy
08.1978 - 12.1984
Cybersecurity Program, Powered by Fullstack Academy -
University of North Florida
Fields of Study: Novell and Microsoft Windows NT -
Orange Systems
General Studies (39 credit hours) -
Frederick Community College
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