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Project Engineer Manager Resume

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

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