SUMMARY

Recently ITIL V3 certified IT professional with a development and engineering background. Enthusiastic IT Leader with 10+ years of experience with diverse sets of IT technologies and systems management disciplines is seeking an opportunity to join a dynamic organization in a leadership position that is seeking to leverage my skills.

TECHNICAL SKILLS

• HTML
• Java
• C++
• SQL
• PHP
• CSS
• Java Script jQuery
• XML
• ASP
• Python
• Nginx
• FastCGI node.js mongodb
• Apache
• IIS
• Nagios
• Cognos
• WebEX
• Netmeeting
• BASH curl grep
• Powershell
• Word
• Excel
• Access
• Exchange
• Outlook
• PowerPoint
• Visual Studio
• Eclipse
• Dreamweaver
• Flash
• Illustrator
• Photoshop
• Quark
• QuickBooks
• WordPress
• FTP
• TCP/IP
• Citrix
• TeamSpeak
• Ventrilo
• VMware
• McAfee
• Symantec
• CMS
• SEO
• Drupal
• Magento
• Remedy
• Active Directory
• VPN
• SecureID
• SDLC
• ITIL
• POS
• Windows
• Macintosh
• Linux
• Red Hat
• UNIX
• Android

PROFESSIONAL EXPERIENCE

IT Support

Confidential, San Ramon, CA

Responsibilities:

• Provided Windows application, hardware and technical support for end users via phone, e - mail, and face to face.
• Support lead technical administrator in Microsoft XP to 7 migration (100+ computers).
• Administered Microsoft Access database by modifying data, generating reports, and editing tables.
• Lead VPN implementation project to allow users to remotely log into their accounts.
• Troubleshoot network printer issues.
• Performed proprietary software installations and configurations.
• Microsoft Excel data cleansing and analysis.

Platform Support Analyst

Confidential, New York,

Responsibilities:

• Field incoming incident / problem tickets in ServiceNow from end users (escalated from the central service desk)
• Resolved application and software issues within servers, databases, web services and other mission-critical applications.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Posted software updates, knowledge base, and frequently asked questions resources on company intranet to assist in problem resolution.
• Performed preventative maintenance, including the installation of patches, hot fixes, etc. as required.
• Escalated to 3rd party developers to ensure prompt issue resolution.
• Monitored database integrity of processes including exports and imports

Systems Administrator

Confidential, Matawan, NJ

Responsibilities:

• Build, maintain, and deploy systems for a wide variety of gaming platforms on Windows and Linux platforms.
• Client interaction via email, tickets, live chat and phone. Installing, upgrading and troubleshooting reported issues with applications.
• Monitor uptime and performance of Windows Server 2003, Windows Server 2008 & Linux systems with Nagios.
• Maintain network infrastructure and web server services such as Apache, IIS & FTP. SQL database configurations.
• Analyze system logs and performing routine audits.
• Adding, removing or updating user account information.
• Reset passwords and performing backups.
• Make contributions to organizational knowledge base.
• Collaboration with teammates.
• Research projects and help with product development.

Help Desk Analyst

Confidential, Piscataway, NJ

Responsibilities:

• Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and Application Support.
• Provide guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software.
• 100% phone support required.
• Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support.
• 70% overall daily availability to answer calls is required.
• Ability to work in high stress, high call volume environment.
• Record problem systems and status information through the use of REMEDY.
• Confer with NSC management staff to apply information, systems and technology solutions to callers.
• Provide a link with the new National Operations Center and the end user for all aspects of infrastructure support.
• Ensure service delivery adherence to established service level agreements, through proactive monitoring and support of call volumes to attain required call captures to meet department goals.
• Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization.
• Support the implementation and deployment of internal business systems and solutions.
• Maintain technology guidelines, operating procedures and support documentation.
• Escalate or consult issues with 2nd level support and management when solution is unclear.
• Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status.
• Provide follow-up once resolved to ensure customer satisfaction.
• Documentation of resolutions and submission to Knowledge Base.
• Provide resolution and support documentation for use by New Hires.
• Provide peer relationship and peer support to new hires.
• Flexibility on daily and weekend schedule required to support 24x7 environment.
• Ability to adhere to rotational shift schedule Mandatory Overtime required at peak times.
• Perform related duties as assigned or requested.
• Windows Administration, Active Directory, McAfee Endpoint Encryption, Microsoft Office Suite, Remedy, MySQL.
• MobileIron support for iPhone, iPad, and Android device management.
• Setup WIFI networks, email/contact/calendar synchronizations, and personal hotspots for Mac users.

Quality Control

Confidential, Bernardsville, NJ

Responsibilities:

• Handled machines for projects that required precision cutting with equipment that was both automated and manual to meet production requirements.

Head Teller

Confidential Manhasset, NY

Responsibilities:

• Supervises and coordinates activities of workers engaged in receiving and paying out money and keeping records of transactions in banks and similar financial institutions.
• Assign duties and work schedules to workers to ensure efficient functioning of department.
• Train employees in customer service and banking procedures.
• Adjust customer complaints.
• Resolve problems or discrepancies concerning customers' accounts.
• Consolidate and balances daily transactions, using adding machine and computer.
• Ensure supply of money for financial institution's needs based on legal requirements and business.
• Count, verify, and post armored car deposits.
• Monitor and review financial institution's security procedures and control access to vault.
• Count and record currency and coin in vault.
• Count currency for shipment to branch banks or the Federal Reserve Bank.
• Obtain and process information required for the provision of services, such as opening accounts, savings plans, and purchasing bonds.
• Compose, type, and mail customer statements and other correspondence related to issues such as discrepancies and outstanding unpaid items.

Teller

Confidential, Fair Lawn, NJ

Responsibilities:

• Performed transactional duties to serve members by receiving or paying out funds with high accuracy.
• Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions.
• Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
• Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
• Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
• Identify transaction mistakes when debits and credits do not balance.
• Prepare and verify cashier's checks.
• Process transactions such as term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
• Receive mortgage, loan, or public utility bill payments, verifying payment dates and amounts due.
• Explain, promote, or sell products or services such as travelers' checks, savings bonds, money orders, and cashier's checks.
• Perform clerical tasks such as typing, filing, and microfilm photography.
• Sort and file deposit slips and checks.
• Receive and count daily inventories of cash, drafts, and travelers' checks.
• Process and maintain records of customer loans. Carry out special services for customers, such as ordering bank cards and checks.
• Compute financial fees, interest, and service charges.
• Inform customers about foreign currency regulations, and computer transaction fees for currency exchanges.
• Quote unit exchange rates, following daily international rate sheets.
• Maintained accurate transactional records.
• Awarded Customer Service Award in 2008