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Role-Specific Resume

Nicholas Francis O'Brien | Technical Operations

Technical operations, endpoint support, and deployment diagnostics | IT Service Desk Analyst | Wellington, New Zealand

Technical operations, endpoint support, and deployment diagnostics

Professional Summary

IT Service Desk Analyst at NTT DATA with hands-on experience in endpoint remediation, application support, and Microsoft administration.

Technical focus includes deployment diagnostics, fault-pattern analysis, package-level investigation, endpoint health, privileged access, and scripted remediation.

Uses AI-assisted research and scripting to narrow faults, validate remediation paths, and improve escalation quality where access or ownership boundaries require handoff.

Key Terms and Skills

  • Endpoint/device: Intune, compliance, BitLocker recovery, Windows support, drivers, disk space, device administration, endpoint health
  • Applications/deployment: vendor applications, packaged installs, application faults, cache issues, shortcut issues, deployment diagnostics, remediation validation, package-level deployment diagnosis
  • Access/admin: Active Directory, Entra ID, security groups, privileged access, account lifecycle, Microsoft 365 admin center, Exchange, licensing
  • Tooling/process: ServiceNow, Jira Service Management, ITSM, remote/admin tools, operational troubleshooting, scripted fixes, PowerShell tooling, technical documentation, AI-assisted troubleshooting/scripting

Selected Experience

  • Analysed endpoint performance and device health issues during day-to-day support. Investigated recurring endpoint/application failures through device state and deployment symptoms.
  • Managed identity, access, and account lifecycle work across Active Directory and Microsoft administration surfaces. Handled privileged access requests across admin, local admin, shared, and external account types.
  • Supported printer vendor transition work. Resolved printer configuration issues beyond normal front-line scope.
  • Improved operational traceability through bulk updates, filtering, and cross-ticket linkage. Produced repeatable remediation guidance for endpoint/application support workflows.
  • Used remediation findings to separate endpoint-state faults from package-level deployment issues before escalation or handoff.
  • Supported users in a 5,000+ user enterprise environment across shared-service support operations.
  • Owned incidents and service requests from diagnosis through resolution, documentation, or evidence-based escalation.

Selected Evidence

  • Investigated a recurring vendor application endpoint failure through controlled manual testing. Built an AI-assisted PowerShell remediation script from the findings.
  • Mapped safe remediation handling for application folders, cache contents, and local state files. Validated what could be cleared, regenerated, or preserved before production use.
  • Documented the remediation process and circulated guidance to relevant teams. Recognised internally for initiative, documentation, and manager endorsement.
  • Used endpoint remediation results to identify package-level deployment issues requiring further reconstruction.

Qualifications

  • AWS Certified Cloud Practitioner | AWS Foundations of Cloud Computing — Unitec / Te Pūkenga
  • BA History and Political Science — Griffith University
  • NTT internal training via Skillsoft Percipio, including Azure AI, AI development, Microsoft Azure Fundamentals preparation, service management, security awareness, and enterprise IT support coursework

Contact and Public Profile