SUMMARY:

• Multifaceted and results driven Systems Analyst with 21 - year history of technical and managerial excellence in Network Administration, C-Level End-User Support and Customer Support, Systems
• Analysis, Q/A Testing, as well as site relocations and IMAC’s (Installs/Moves/Adds/Changes), and Project Management. Experienced in hands-on technical support and client support for mid- and global-sized networks. Recognized for strong interpersonal, organizational and prioritization skills. Excellent written and oral communication skills.

TECHNICAL SKILLS:

Systems O/S: Win 95/98/2000/XP Professional/Windows 7, NT 4.0, MS Server 2003

Software: MS Exchange 5.5, MS Office 97-2010, Remedy ARS, SupportMagic, Peregrine CTS, Crystal Reports, Salesforce, Bomgar Remote Connection suite

LAN: VLAN s, Ethernet 10/100/1000 Architectures, CAT5, 5e & 6, Fiber Optic, FTP, Telnet, Cisco TFTP

Tools: Sniffer Pro, Demarc PureSecure

PROFESSIONAL EXPERIENCE:

Confidential

Senior Lead Deployment Technician

Responsibilities:

• Working as the sole Windows 7 migration engineer for Estee Lauder’s Melville, NY campus’ refresh project,
• Perform Windows XP - Windows 7 Migration for approximately 2700 users
• Upgrade HP desktops and laptops to new client standards as laid out by client
• Configure and prepare workstations and laptops and deploy software packages using Microsoft SCCM
• Manage inventory, schedule client appointments, and manage vendor relationships
• Identified and resolved hardware and software compatibility issues, and assisted developers in providing long term solutions and efficient Q/A solutions
• Act as lead tech on software pilot deployments, and worked closely with developers to resolve and provide real-time feedback for any and all issues
• Created documentation and manuals for new procedures as new procedural updates are developed and released by client’s developers and IT staff
• Provide 2nd and 3rd level desktop support as per contractual agreements between Insight and ELC, and consult with other vendors to provide first class client support and maintain the highest levels of end-user satisfaction

Confidential

Business Analyst/Desktop Support Analyst

Responsibilities:

• Supported approximately 1000 associates during pre- and post- migration phases of project
• Worked closely with C-Level executives and their teams to provide white glove support though all phases of migration
• Identified and resolved hardware and software compatibility issues working with client's project management team, and worked with on-site IT team members to quickly resolve issues to client's satisfaction

Confidential

Systems Analyst

Responsibilities:

• Worked as Trade Floor Support Engineer at SAC Capital Advisors, L.P.’s New York City Campus, providing onsite support to global Operations staff, Analysts, Portfolio Managers, Traders, and Senior Management.
• Provided day-to-day support for all trading system software, MS Office products, Bloomberg & Reuters Newswire applications employed by SAC Capital
• Managed in-house ticketing system for NY Trade Support team, monitoring/creating support tickets for all issues and phone calls on a daily basis
• Worked on migration of existing proprietary call tracking system to SalesForce Client Management Suite, and assisted in other Trade Support team members in its use and functionality
• Provided on-site hardware support for HP, Confidential and Lenovo desktops and laptops, Apple smartphones and tablets, and Blackberry devices
• Worked as overnight support systems analyst for both SAC Capital Advisors and Confidential
• Managed client support queues and prioritized case flow for Overnight Support group
• Monitored Server processes and alerts via Microsoft SCOM, addressing alerts and escalating to appropriate teams in case of critical failure
• Monitored SAC Capital's global infrastructure via Orion Solarwinds software, and performed manual backup of network device configuration files when necessary utilizing Solarwinds Configuration management tools
• Monitored job processes utilizing Autosys, and ensured that processes and jobs ran according to schedule
• Acted as first point of contact for escalation of issues to appropriate teams within Agio and SAC Capital Advisors

Confidential

Systems Analyst/Prime Broker Application Support Analyst

Responsibilities:

• Performed daily startup of Confidential Prime Broker Support Helpdesk, testing all client facing web portals and internal and external applications, and escalated all issues to appropriate Confidential development and support teams
• Monitored Prime Broker Support team's email, prioritizing and addressing client requests as they came in
• Provided remote support to Portfolio Managers for GPA, Pinpoint, PB Interactive, and Confidential proprietary Client Portal tools
• Provided daily status reports to senior management of helpdesk status and all Client portal and proprietary applications in line with established SLA's
• Provided on-site and remote support for Confidential proprietary Prime Brokerage Support application suite, Global Prime Access (GPA), Proprietary Portfolio Manager support applications (Pinpoint/Fusion and PB Interactive), and access to company's FTP Portal for report delivery
• Assisted Confidential account managers in creating and managing their clients' access to Confidential ' client website, creating and editing client account roles and permissions as requested
• Assisted clients with report delivery issues, liaising with Confidential support and development teams to ensure delivery of financial documents and instruments within expected SLA's
• Managed creation/editing of FTP accounts through Tumbleweed FTP Account Management Suite for Confidential ' FTP portal site, including client site account creation, whitelisting of server IP addresses by account and monitoring of delivery of clients' financial reports to their respective folders
• Provided remote support to clients during installation and troubleshooting of Prime Broker client applications via Bomgar remote desktop support tools

Confidential

SAC Capital Advisors

Responsibilities:

• Worked as Overnight Desktop Support/Production Support Engineer at SAC Capital Advisors, L.P.’s Connecticut Campus, providing onsite and remote support to global Operations staff, Analysts, Portfolio Managers, Traders, and Senior Management throughout SAC’s offices in the USA and around the world
• Supported production and back office processes as a secondary role, monitoring trade data flows and production batch job scheduling using NetIQ and Autosys, and escalated job failures to appropriate developers as necessary
• Maintained detailed accounts of all client calls, and provide detailed reports to senior management on a daily basis, and develop and implement processes and procedures to streamline and automate mundane tasks
• Provided support for multitude of office productivity software, including MS Office 2003, MS Office 2007, and Adobe products
• Acted as single point of contact for user community, and resolved client issues on a “First Touch” basis, where possible, in accordance with expected SLA’s
• Provided support for PDA’s, Blackberry, and other “smartphones” clients utilized during day-to-day operations, escalating to appropriate support teams where necessary
• Diagnosed & troubleshot software & hardware issues for all client PC’s, as well as provided remote support for client’s personal PC’s on a “best effort” basis as a courtesy, where requested
• Monitored server and network operations and reported/escalated outages to the appropriate teams as necessary

Confidential

Desktop Migration Engineer

Responsibilities:

• Worked directly with project managers to develop efficient deployment methodology to facilitate transition of user community from Windows 2000 to Windows XP Operating System
• Worked directly with Confidential IT Staff to assess, schedule, and execute the migrations on a timely basis, in order to minimize impact to the user community
• Provided post-migration end-user support and during transition from Win2K to WinXP.
• Worked on Windows 7 Migration project for IMG Worldwide, migrating over 2000 desktops and laptops from Windows XP SP2 to Windows 7
• Developed procedures to streamline migration process, allowing more desktops and laptops to be migrated per week, and advance overall pace of project to complete weeks ahead of schedule
• Worked independently of onsite IT staff to complete project within projected schedule
• Acted as liaison to client's senior IT Management, providing weekly status updates of project status

Confidential

Desktop Team Lead

Responsibilities:

• Led teams of 4-6 technicians on several PC Refresh /XP rollout projects for Confidential at multiple customers including MCI, Wilson Elser Moskowitz Edelman & Dicker, RJ O’Brien, MasterCard International, and Wachovia
• Participated in project pilots which included reviewing, validating and testing customer installation and data migration scripts and procedures
• Trained technicians on installation processes and directed and managed technician activities.
• Acted as single point of contact between customer and Confidential Project Managers and provided first level escalation for technical team to resolve technical issues
• Responsible for migrating data from current PCs to new PCs using Confidential Data Direct migration tool. Installed, configured and tested new PCs for network connectivity
• Responsible for gathering asset information for all PC hardware including desktops, laptops, peripherals and printers using a hand-held scanner

Confidential

Desktop Technician

Responsibilities:

• Participated in firm’s Windows 2000 to XP migration; imaged workstations using Ghost software
• Rebuilt and provided hardware support for Confidential, Compaq and Confidential desktops and laptops
• Responsible for configurations and post-migration support of software including MS Outlook 2003, MS Office 2003 and legal applications

Confidential

Desktop Technician

Responsibilities:

• Participated in PC and laptop refreshes for Liberty Mutual. Responsible for backing up, migrating and restoring user data, and installing and configuring Windows XP and Outlook
• Participated in Point of Sale upgrades at Pep Boys and American Eagle Outfitter stores, which included installing routers, switches, servers, workstation terminals and wireless access points

Confidential

Systems Administrator

Responsibilities:

• Performed Network Administration for Symbol’s global Mixed-Mode, Multi-Platform network in their Data Center Services department, working for Manager of Network Operations
• Supported over 100 Novell, NT4, Win2K, and Win2K3 servers in their global WAN.
• Performed 2nd /3rd level user support for issues submitted to the Data Center Services queue, carrying them from origination through resolution
• Supported Symbol’s UNIX network, in the capacity of Systems Operator, monitoring production jobs and processes and alerting senior level Administrators to issues which needed their attention
• Maintained scheduled backups of UNIX databases and Windows servers using HP Omniback and V2i utilities, transferring the data to DLT, DDS, and LTO Tapes, and SAN Network storage
• Created user accounts within NT and AD Domain structures
• Created technical documentation for new software applications/procedures, as necessary.

Confidential

Desktop Analyst

Responsibilities:

• Performed user migration for New York State Dept of Social Services for multiple locations throughout the NYC Metro area
• Performed Point-of-Sale server/workstation upgrade for 25 Jiffy Lube locations throughout NYC Metro Area, and 5 multi-million dollar Jiffy Lube stores in the Washington, D.C. area
• Performed HP printer installation/configuration for multiple Confidential /Salomon Smith Barney locations
• Performed scanner workstation rebuilds on site at multiple SSMB brokerage offices throughout the NYC Metro area
• On-site engineer during Tivoli Asset-Management software rollout for Confidential at all WCBS Television locations in NYC
• Collected asset data and demographic information for PC’s, Monitors, Printers, Terminals and external peripherals throughout NYU Medical Center, NYU School of Medicine, and Mount Sinai Medical Center

Confidential

Network Operations Technician

Responsibilities:

• Responsible for Network Administration of multiplatform Windows NT 4 Domain, including administration of MS Exchange 5.5, 50+ unit Citrix Metaframe server farm, production database servers and web servers, and WAN performance monitoring for leading online Mortgage lender
• Performed user administration for new hires, terminations, and updates in Windows NT User Manager for Domains and MS Exchange Administrator
• Monitored network security events (Hacking, Virus attacks, DoS attempts) using Demarc PureSecure, and reported all findings to Director of Security on a nightly basis
• Monitored key production processes within nightly batch processing for Unifi Loan Software database, reporting findings directly to CIO and VP of Network Operations

Confidential

Systems Consultant

Responsibilities:

• Provided overnight support of clients in global Mixed-Mode domain, handling issues involving PC optimization, network administration, VPN access, Frame-Relay circuit monitoring, and critical outage support
• Documented all issues and resolutions using Remedy ARS v4.0
• Supported Win9x/NT/2000/ME/XP workstations, running variety of out of box and proprietary software developed in-house for supporting various insurance industry tasks
• Reported support desk statistics to upper level management using combination of reports written in Crystal Reports, Access, and Excel formats
• Acted as client and vendor liaison to help facilitate rapid resolution of issues to meet client expectations and SLA’s
• Developed testing laboratory for SQL Anywhere Applications in Windows NT 4 LAN environment
• Trained field support staff on new releases of software
• Provided Technical support during Installs/Moves/Adds/Changes (IMAC’s) for major Law Firms and brokerage firms
• Provided 2nd/3rd Level support to corporate staff and high-level executives
• Provided technical guidance during migration of Corporate Help Desk from SupportMagic to Peregrine Call Tracking software.
• Desktop support engineer, supporting Confidential Workstations

Confidential

Systems Consultant

Responsibilities:

• Performed Windows NT 4 Network Administration of Global groups, user accounts and security permissions and trusts
• Interfaced with Telco and cabling vendors to facilitate installation of Frame-Relay and ISDN connections
• Reported operational status of migration on Daily basis using e-mail and Word reports to upper management
• Remote troubleshooting of desktop software/network issues with Compaq desktop support engineers in the field
• Performed 3rd level escalation and tracking of critical hardware issues to Compaq Technical Support when necessary

Confidential

Network Systems Engineer

Responsibilities:

• Supported AS/400 Data Operations center, and performed basic Administration on AS/400 system.
• Configured Data Recovery management systems for all domains on global WAN.
• Managed desktop configuration center and images for standard rollout desktops using Norton Ghost.
• Performed site rollout and setup, cabling, router and switch configuration, workstation installation and testing

Confidential

Technical Analyst

Responsibilities:

• Disaster recovery of client databases in BTRIEVE, SQL Anywhere, Watcom SQL, and MS SQL Server
• Report writing on demand for clients in Crystal Reports
• Provided on-line for clients in all products in SupportMagic line
• Management of high maintenance/high profile Beta program clients, including Department of the Army, Office of the President of the United States, United States House of Representatives, and others