SUMMARY

• Technology specialist with 10+ years of experience in Network, Systems and VMware administration as well as Network Security. Highly familiar with a wide variety of security, engineering, networking, and operating system software.
• Experienced in managing large teams to provide technical operations management and support.

TECHNICAL SKILLS

• Windows Server Administration;
• VMware Administration;
• Microsoft Exchange administration
• Firewall/Router configuration and administration
• Citrix Administration
• AWS administration
• Avaya Site Administration
• IT Security
• RMM/Service Desk Software: Connectwise, Automate, Zendesk, Kaseya

PROFESSIONAL EXPERIENCE

Project Engineer Manager

Confidential

Responsibilities:

• Manage schedules/projects for onsite engineers for a large client implementation project
• Serve as an escalation point for the support desk
• Planned and executed multiple IT projects: Migrations, upgrades, office relocations
• Server /Firewall administration and troubleshooting
• Perform IT assessment for new clients and provide recommendations based on findings

Systems Engineer

Confidential

Responsibilities:

• Function as a technical account manager on technical planning/hardware procurement
• Planned and executed multiple IT projects: Migrations, upgrades, Office relocations
• Participate in several Cyber Security and Compliance committees for financial firms to ensure they were SEC compliant
• Scheduled and performed Disaster Recovery tests and Business Continuity plans with clients
• Serve as an escalation point to a Finance support POD
• Provide High Quality IT support to C - level executives and their employees in the Financial sector
• Evaluate and handle high priority requests for clients
• Assist in creating workflows and Standard operating procedures for a dedicated Financial Industry Support Group
• Provide white glove support for all service requests
• Support voip phone system; Citrix/Vsphere/Windows server cloud environment; Exchange MACD; Current Generation Local Windows and Mac computers; networking troubleshooting; Process MACD ; Outlook;
• Support various financial application/websites including Thomson One, Fidelity

Service Desk Manager

Confidential

Responsibilities:

• Manage and train a team of 28 members in 3 different continents
• Manage remote Desktop/server support for about 550 Financial Hedge funds throughout the United States, United Kingdom, Singapore and Hong Kong with a user base +2000. (Support provided via phone and remote access applications. Each client has a different infrastructure and location)
• Implement Service Desk standards to align with ITIL standards (Availability, Service desk, incident management)
• Mentoring support for level 3 technical issues.
• Manage support for an average call volume of 3,200 calls and 5,000 tickets logged monthly for level 1, level 2 and level 3 issues
• Implemented unused features of Connectwise ticketing system and trained staff on new processes in Connectwise to streamline ticket creation and documentation as part of continual service improvement
• Use Avaya Site Administrator and Avaya Contact Center express for ACD reports and call management
• Responsible for hiring/dismissal of employees. Perform quarterly performance reviews, manage shifts to ensure proper coverage, approve Overtime and approve timesheets
• Report to upper management on help desk metrics of calls taken, tickets created, etc
• Implemented an employee development/training program to reach and maintain a First Contact Resolution rate above 60%
• Work closely with project teams, Customer Relation Managers and other groups to provide customer satisfaction on all phases of IT services and support (designing, implementation, service support)
• Quality Assurance checks to maintain high quality of customer service delivery
• Communicate/address client escalated support calls.
• Improve new employee training to reduce on-boarding time
• Use intranet website to centralize departmental information and processes

IT Support Desk Shift lead

Confidential

Responsibilities:

• Provided technical Support for over 550 hedge funds throughout the US/UK/Singapore
• Initiated Development of new employee training program.
• Helpdesk escalation point for a ten member team (Help Desk Shift Lead)
• Windows server 2003/2008; Active Directory Administration, DHCP, DNS, Exchange 2003 and 2007.
• Blackberry Enterprise Server administration and blackberry device support
• MS office support/ Email Client troubleshooting on MS office 2007/2010
• Monitor Antivirus signature dates & Remove Viruses/Spyware/Malware from infected systems.
• Operating system support - Windows XP/Vista/7
• Avaya phone system support and level 1 Cisco firewall issues
• Basic Cisco Firewall administration
• Work with Third party Vendors for circuit outages / Trading Application issues

IT Helpdesk Support Analyst

Confidential

Responsibilities:

• Setup video conference rooms, network printers, and maintain POTS phone system
• Manage Avaya phone system
• Managed project for Intranet site development (planning, testing and implementing)
• Assist with IT infrastructure expenditures management and purchasing
• Developed Digital catalog request system, minimizing paper costs and improve productivity
• Provide technical support including blackberry, active directory, MS office 2003, Lotus Notes, networking issues for in-house and remote users
• Installed and monitored user data backup/Replication software; Server data backups
• Monitor Antivirus signature dates & Remove Viruses/Spyware/Malware from infected systems.
• Lead support for MS Office 2003 suite (Word, Excel, Access, PowerPoint).
• DR planning and testing
• User client documentation
• SQL server management; server hardware support, racking and wiring
• Implemented database to Manage inventory of IT assets (laptops, desktops, mobile devices)
• Strong quantitative and analytical abilities employed for data mining and reporting