Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Additional Information
Timeline
Generic

Purity Franzen

Newton,USA

Summary

Detail-oriented IT professional with a proven ability to thrive in fast-paced environments, consistently meeting SLAs and strict deadlines. Strong background in technical support, cybersecurity, incident response, and system administration. Adept at troubleshooting hardware, software, and network issues while maintaining high customer satisfaction. Experienced in implementing security protocols, managing service tickets, and improving IT service efficiency.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst

Buchanan Technologies
12.2024 - Current
  • - Resolved 90% of technical issues on first contact, reducing ticket backlog and improving SLA compliance.
  • - Provided hardware, software, and network support to ensure seamless business operations.
  • - Managed user accounts and access controls through Active Directory, enhancing security posture.
  • - Conducted incident response investigations and escalated potential security threats.
  • - Implemented process improvements, decreasing average resolution time by 15%.
  • - Documented troubleshooting steps and solutions to improve internal knowledge sharing.
  • - Used ServiceNow to manage tickets, analyze trends, and ensure timely issue resolution.

IT Services Support Specialist

Transsion Holdings
05.2022 - 12.2023
  • - Reduced system vulnerabilities by 40% through proactive assessments and remediation.
  • - Decreased phishing incidents by 20% by enhancing threat detection and response strategies.
  • - Automated patch management, minimizing system downtime by 15% and boosting compliance.
  • - Prepared technical reports for senior management to support strategic decisions.
  • - Provided real-time network and system support, optimizing resource performance.
  • - Managed software updates, security patches, and infrastructure maintenance to ensure uptime.

Education

Bachelor of Science - Information Technology

Jomo Kenyatta University of Agriculture & Technology
Nairobi
11.2021

Skills

  • - IT Service Desk & Help Desk Support
  • - Incident Response & Cybersecurity
  • - Active Directory & User Access Management
  • - Endpoint Security & Malware Analysis
  • - SLA & Performance Metrics Compliance
  • - Operating Systems: Windows, Linux, macOS
  • - Security Tools: Splunk, Wireshark, Nessus
  • - Ticketing Systems: ServiceNow, JIRA
  • - Cloud Platforms: AWS, Azure
  • - Networking: TCP/IP, DNS, DHCP, VPN
  • - Scripting & Automation: PowerShell, Bash
  • - Microsoft Office Suite (Excel, PowerPoint)
  • - Process Improvement & Documentation
  • - Strong Analytical & Problem-Solving Skills
  • - Team Leadership & Employee Training

Certification

  • - CompTIA Security+ (SY0-601), 2024-09-01
  • - Google IT Support Fundamentals, 2021-01-01

Accomplishments

  • - Reduced malware incidents by 15% through proactive endpoint security analysis.
  • - Achieved 98% customer satisfaction by efficiently resolving technical support tickets.
  • - Enhanced system security compliance by 10% by refining protocols and processes.
  • - Improved incident response time by 20% through collaborative forensic investigations.
  • - Increased event log coverage by 30% by managing Splunk infrastructure effectively.

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

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Purity Franzen