Purity Franzen
Newton,USA
Summary
Experienced IT professional with 2+ years in desktop support, endpoint security, and system administration. Proactive and detail-oriented, efficiently resolves complex technical issues while ensuring system compliance with organizational and industry security standards. Proficient in system configuration, performance optimization, and providing end-user training. Collaborates with cross-functional IT teams to implement and support robust technology solutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Buchanan Technologies
Wichita, KS, USA
12.2024 - Current
- Oversee installation, configuration, and maintenance of desktop systems for end-users.
- Provide advanced support for complex hardware/software issues, ensuring high first-contact resolution.
- Collaborate with systems and network engineers to ensure seamless integration with IT infrastructure.
- Conduct user training sessions to enhance technical proficiency and reduce repeat incidents.
- Utilize monitoring tools and ServiceNow to proactively identify and resolve potential issues.
- Maintain detailed documentation of support activities and system changes.
IT Services Support Specialist
Transsion Holdings
Nairobi, Kenya
05.2022 - 12.2023
- Performed system vulnerability assessments and implemented security enhancements.
- Automated desktop patching, improving compliance and reducing system downtime.
- Supported desktop provisioning and endpoint management across enterprise environments.
- Resolved hardware and software issues, including Dell workstations and peripherals.
- Maintained and updated system configurations and technical documentation.
- Coordinated with vendors for hardware procurement and issue resolution.
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture & Technology
Nairobi11.2021
Skills
- Desktop Support & System Maintenance
- Endpoint Management & Provisioning (PXE)
- Hardware Support: Dell PCs & Printers
- Operating Systems: Windows, macOS, iOS, Android
- Active Directory, DNS, DHCP
- Network Connectivity & Troubleshooting
- Security Audits & Vulnerability Assessment
- ITSM & Change Management (ServiceNow)
- Scripting: PowerShell, Bash
- Cloud Platforms: AWS, Azure
- Technical Documentation & Reporting
- User Training & Support
- Security Tools: Wireshark, Nessus, Splunk
Certification
- CompTIA Security+ (SY0-601), 09/01/24
- Google IT Support Fundamentals, 01/01/21
Accomplishments
- Reduced malware incidents by 15% through proactive endpoint security analysis.
- Achieved 98% customer satisfaction by efficiently resolving technical support tickets.
Additional Information
Open to working shifts, weekends, and holidays., Self-motivated, detail-oriented, and proactive in customer support., Experienced in supervising IT support teams and mentoring junior staff.
Timeline
IT Service Desk Analyst
Buchanan Technologies
12.2024 - Current
IT Services Support Specialist
Transsion Holdings
05.2022 - 12.2023
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture & Technology