Wendy Hennessy

Operations Associate

Hudson, New Hampshire, United States24 yrs 9 mos experience

Highly Stable

Key Highlights

Proven leader with over five years in IT management.
Expert in optimizing end-user systems and support.
Certified SAFe® 6 Scrum Master with agile approach.

Stackforce AI infers this person is a SaaS-focused IT Manager with strong end-user support and project management expertise.

Contact

Skills

Core Skills

End-user Systems AdministrationTechnical Support

Other Skills

Mergers & Acquisitions (M&A)Windows 7Microsoft Office Suite/O365OKTA managementNetwork DesignTroubleshootingConfigurationInstallationProject ManagementOnboardingMentoringCRMVoIPCisco TechnologiesIntegration

About

With over five years as Manager of End-User Systems Administration at Progress, I focus on optimizing IT systems and supporting end users. Managing a superb team of technicians with a main focus on positive end user experience, project management, and employee lifecycle. A proven leader, certified as a SAFe® 6 Scrum Master, I bring a structured, agile approach to team leadership and systems administration.

Experience

24 yrs 9 mos

Total Experience

7 yrs 1 mo

Average Tenure

Current Experience

Progress

2 roles

Manager, End-User Systems Administrator

Dec 2021 – Nov 2025 · 3 yrs 11 mos

Mergers & Acquisitions (M&A)End-User Systems Administration

Sr. End User Systems Administrator, Team Lead

Feb 2019 – Dec 2021 · 2 yrs 10 mos

Netscout

Team Lead/Sr Support Analyst

Oct 2005 – Feb 2019 · 13 yrs 4 mos · Westford, MA

Provide technical assistance to end application users. Set up and install computers and resolve computer software and hardware problems of users. Answer clients' inquiries in person and via telephone concerning the use of computer hardware and software, standard application software (MS suite, security, virus protection, image management and control), electronic mail. Maintain a broad familiarity with Microsoft products and windows operating systems, wireless networking, PC support, configuration and repair.
Install hardware and software systems
Maintain or repair equipment
Troubleshoot a variety of computer issues
Set up computer security measures
Configuring computer networks
Offering technical support on-site or via phone or email
Test and monitors software capability and performance
Windows 7/10
Microsoft office suite/O365
OKTA management
Capable of implementing MS desktop infrastructure and application environment
Managed day to day tickets through KACE and Remedy ticketing systems. Manage workflows
Provide local and remote desktop support for corporate world-wide company of over 3000 employees
Planned and managed the replacement of multiple MFP’s within the corporate office and 4 satellite offices.
Planned and managed the refresh of 70+ laptops/workstations quarterly.
Investigate network connectivity, network printing and user access issues.
Played a key role in ensuring a proficient workforce and significantly reducing system downtime.
Built and maintained computer systems and performed system upgrades.
oCoordinated the IT Support for NetScout’s annual worldwide Sales meetings
oMaintained vendor relations for IT services including Dell, Toshiba Business and MozyPro (EMC), Toshiba Business.
oManaged procurement process for IT service requests
oManaged workstation life-cycle refresh process
Team Lead for Westford, MA service desk team including tier-one and tier-2 contractors. Supervised interns