SUMMARY:

• Accomplished IT Support and Management professional with 22 - years experience in the financial services industry, including managing service desk teams, working directly with stakeholders, and maintaining, deploying, and troubleshooting computer and mobile-based devices.
• Led numerous Confidential Asset Management projects during the 2016 State Street Global Advisors acquisition, including application testing for local and global offices, global office relocations planning, support, hardware purchasing, and implementation of new IT policies.
• Planned and hosted numerous customer events based upon their feedback. This included remote VPN, iPhone & iPad tips, and email management, resulting in significant reduction of repeated helpdesk calls.
• Supported Confidential Asset Management office month-long relocation, involving 400 associates, 700+ devices, and maintained service level agreements at both locations.
• Reduced Blade environment incident volume by 20%, via planning and performing multiple RGS and Memory upgrades and creating improved troubleshooting procedures.

AREAS OF EXPERTISE:

• On Site and Remote Service Desk
• Team Management
• Project Management
• Technology Implementation
• Disaster Recovery
• Process Optimization

TECHNOLOGY PROFICIENCIES:

• Windows 7, 8, and 10
• Office 2010, 13, and 16; Service Now; Blackrock Aladdin; Bloomberg; Symantec Virtualization; McAfee; EEPC & Safeboot; Ghost; F5; Juniper; Jabber; Webex
• Dell Optiplex & Latitude computers; Surface; IPhone & IPad; HP Blade; Cisco IP Phones; Sharp Printer; Condeco
• Ross; Allen & Heath; Crestron; ClearOne; Cisco Telepresence; Cisco SX80 Strong proficiency with Word, Excel, and Powerpoint

CAREER PROGRESSION:

Confidential, Stamford, CT

Systems Integration Manager

Responsibilities:

• Redesigned conference room desktop image based on associate feedback, improving login speed, desktop layout and bookmarks. Reduced incident volume by 11% ead a team of five employees providing onsite support of 400 associates across local and global-based locations.
• Manage support for multiple hardware platforms and software, mobile, print, and voice devices.
• Supervise white glove support for trade floor and senior leadership personnel.
• Provide audio visual support for town hall meetings, including coordinating resources, pitch preparation, audio & video recording, microphone mixing and streaming.
• Manage quarterly disaster recovery tests and maintain hardware & software support for customer disaster recovery site.
• Provide weekly customer updates and metrics on incidents, call volume, projects, high- priority requests, and resource management.
• Insure incidents and requests are resolved and completed while meeting service-level agreements.
• Maintain and purchase, hardware and software inventories.
• Manage interviews, hiring, and yearly evaluations for direct reports.
• Provide monthly revenue and billing to accounting departments.

Confidential, Stamford, CT

Desktop Support Analyst

Responsibilities:

• Replaced floppy disk imaging process to Confidential .
• Collaborated with vendor designing conference room wall controls and integration.
• Resolved and completed incidents and requests while meeting service-level agreements.
• Configured and deployed laptops and desktops for new hires and upgrade requests.
• Installed and upgraded software.
• Configured and supported Blackberry phones and wireless air cards.
• Served as point of contact for all executive and trader-related support or requests.
• Maintained Ghost images for production laptops and desktops.
• Monitored backup integrity for all end user computers.
• Served as backup team lead for five technicians.

Confidential, Chicago, IL

Server Administrator

Responsibilities:

• Administered production and development datacenter environments, utilizing Windows Server 2000 and 2003 operating systems.
• Configured Dell and HP Servers, including critical operating system updates, virus software, system monitoring, and backup software.
• Configured and tested network teams, cluster failover, and monitoring.
• Facilitated rack space, network connectivity, storage, and backup rotation requirements.
• Replaced failed hardware, including drives, memory, and processors.
• Performed hardware diagnostics.
• Supported multiple datacenter relocations.
• Completed numerous hardware upgrades and migrations.
• Provided backup for Desktop Support.
• Provided on-call after hours support.

Confidential, Chicago, IL

Desktop Administrator

Responsibilities:

• Ensured second-level hardware and software support for an 800 user environment.
• Granted and removed permissions to applications, network shares, and home directories.
• Maintained servers monthly, including deleting outdated files and directories.
• Updated departmental applications.
• Processed missing or deleted file restores using Harbor and Veritas.
• Deployed all new desktops to supported departments.
• Managed applications on desktops or servers.
• Tracked licenses of supported applications.
• Monitored and resolved connectivity, application, and print-related helpdesk tickets.
• Worked with network teams on major outages.
• Assisted internal application teams and external vendors on software-related issues.
• Led hardware upgrades and static to DHCP migration projects.
• Facilitated department manager meetings, strategizing upcoming environment changes.