PURITY FRANZEN
Hesston,United States
Summary
IT professional with 3+ years of progressive experience supporting enterprise and manufacturing environments, including business-critical applications, shop-floor technology, endpoint systems, network connectivity, and operational devices. Experienced in diagnosing production-impacting technology issues, supporting enterprise applications, managing incidents and service requests, and coordinating with application, infrastructure, networking, and engineering teams to restore services and maintain operational stability. Hands-on experience with Microsoft Intune, SCCM, Active Directory, ServiceNow, Windows 10/11, Microsoft 365, and enterprise technology deployments and migrations. CompTIA Security+ and Microsoft Azure Fundamentals (AZ-900) certified with a Bachelor of Science in Information Technology and a developing specialization in Manufacturing IT/OT, application support, and industrial digitalization.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Desktop Support Technician (L1/L2 EUC)
Merge IT Supporting Siemens Energy
Hutchinson, KS
07.2025 - Current
- Provide onsite IT support within a manufacturing and operational environment, supporting business-critical systems, enterprise applications, endpoints, shop-floor technology, and operational users.
- Diagnose and resolve production-impacting hardware, software, application, endpoint, and network connectivity issues to maintain system availability and minimize operational disruption.
- Support enterprise and manufacturing-related applications by performing initial diagnosis, configuration troubleshooting, user support, incident documentation, and escalation to specialized application teams when required.
- Support shop-floor and operational technology endpoints, including Windows workstations, shared devices, mobile devices, printers, and other network-connected equipment used within manufacturing operations.
- Manage incidents and service requests through ServiceNow, documenting troubleshooting activities and coordinating resolution with infrastructure, networking, application support, cybersecurity, and other technical teams.
- Support Windows 10/11 deployment, imaging, reimaging, provisioning, and lifecycle activities using Microsoft Intune, Company Portal, SCCM, and enterprise endpoint-management technologies.
- Participate in enterprise technology migration and transition initiatives involving device deployment, account transitions, user onboarding, application readiness, and post-migration troubleshooting.
- Perform Active Directory user and device administration, including account provisioning, access updates, password management, and identity-related troubleshooting.
- Troubleshoot network and wireless connectivity issues affecting enterprise endpoints and operational devices within the manufacturing environment.
- Diagnose hardware failures and coordinate repair or vendor replacement activities to minimize equipment and user downtime.
- Work with cross-functional technical teams to investigate recurring or complex incidents and support root-cause identification and resolution.
- Maintain technical documentation, troubleshooting procedures, support records, and knowledge documentation to improve operational consistency and knowledge sharing.
- Provide technical guidance and training to users on enterprise applications, devices, systems, and IT best practices.
Service Desk Analyst
Buchanan Technologies
Wichita, KS
09.2024 - 06.2025
- Delivered Tier 1/2 technical support for enterprise users across hardware, software, endpoint, application, identity, and network-related incidents.
- Diagnosed application failures, system-performance issues, authentication problems, and network connectivity issues affecting business operations and user productivity.
- Managed user provisioning, password resets, account access, and identity administration through Active Directory.
- Supported endpoint deployment, configuration, software installation, and operational troubleshooting across enterprise environments.
- Documented incidents, troubleshooting activities, resolutions, and escalation details to support effective IT service management and continuity.
- Escalated complex incidents to infrastructure, networking, application, and engineering teams while coordinating with users through resolution.
- Identified recurring technical issues and documented solutions and knowledge articles to improve support efficiency and reduce repeat incidents.
IT Services Support Specialist
Transsion Holdings
Nairobi
05.2022 - 02.2024
- Provided technical support for end-user devices, business applications, software installation, configuration, and system troubleshooting.
- Diagnosed hardware, software, and connectivity issues and assisted users with restoring normal system functionality.
- Assisted with product and technology testing, issue identification, and troubleshooting to improve system reliability and user experience.
- Supported deployment and configuration of software, devices, and technology solutions for business users.
- Provided technical training and guidance to users adopting new software, systems, and technology tools.
- Created and maintained technical documentation covering support procedures, recurring issues, troubleshooting steps, and system resolutions.
- Coordinated escalation of complex technical issues and assisted with follow-up troubleshooting through resolution.
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture And Technology
11.2021
Skills
- Manufacturing & Shop-Floor IT Support
- Business-Critical & Enterprise Application Support
- Operational Device & Endpoint Support
- Production-Impacting Incident Troubleshooting
- IT Infrastructure & Operational Support
- Hardware, Software & Network Troubleshooting
- Root Cause Analysis & Technical Escalation
- Technical Documentation & End-User Training
- ServiceNow Incident & Service Request Management
- Incident & Problem Management
- ITSM Processes & Operational Support
- Cross-Functional Technical Coordination
- Enterprise Migration & Transition Support
- User Provisioning & Access Administration
Manufacturing IT & Operational Support
IT Service Management & Operations
- Vendor Coordination & Hardware Replacement
- Microsoft Intune / Company Portal
- Microsoft SCCM
- Windows 10/11 Deployment & Provisioning
- Active Directory Administration
- Microsoft 365 / Office Applications
- Windows / macOS / Linux Environments
- Microsoft Azure Fundamentals
- PowerShell Fundamentals
- Network Connectivity Troubleshooting
- Enterprise Wi-Fi & Device Connectivity Support
- IT Security & Compliance
- CompTIA Security
- Basic SQL & Database Concepts
Endpoint & Microsoft Technologies
Networking, Security & Data
Certification
2024 CompTIA Security+, 2025 Microsoft Azure Fundamentals AZ-900, Introduction to PowerShell – Microsoft Learn
Timeline
Desktop Support Technician (L1/L2 EUC)
Merge IT Supporting Siemens Energy
07.2025 - Current
Service Desk Analyst
Buchanan Technologies
09.2024 - 06.2025
IT Services Support Specialist
Transsion Holdings
05.2022 - 02.2024
Bachelor of Science - Information Technology
Jomo Kenyatta University of Agriculture And Technology