TECHNICAL SKILLS:

Software/Databases: Active Directory support. Provided support for Pc & Mac users. Entourage support. Install and trouble shoot Adobe CS3, MS Office/2007/2010, MS Outlook, MS Visio, MS Project, Adobe 8, AD migration, DST patch, Remote Access, Hyena, Adobe CS3, SAP, Treo’s, Blackberry’s, Ghosting, VMware, DUO, Bloomberg, Market Data Apps,

Operating Systems: Win XP/Win7, OS X

Hardware: Dell, IBM, HP, Mac Book Pro,

Networking: TCPIP, Citrix, VPN, LAN

PROFESSIONAL EXPERIENCE

Confidential

Team Lead

• Second level support (after USC) for MS Office 2010 suite of applications,  Avistar, Lync
• Blackberry troubleshooting and support
• Deploy Win - 7 workstations for trade floor clients
• Liaison with the engineering team for build specific issues for desktops and laptops
• Installation and support of Thompson Reuters
• Snow ticket queue monitoring and management
• Excel add-ins
• Third party vendor management, overseeing iMac deliveries
• Participation in regional/global/local GTIS initiatives (e.g. DTP, snow)
• Remote support for satellite office
• Installation and support of Bloomberg
• Installation and support of Pinpoint
• Executive support
• Provide it setup for large conference rooms
• event setup  (variety of activities for on-site or off-site conferences & marketing events)

Confidential

System Analyst

• Unlock & reset passwords - SAM Jupiter Client, Active Directory Users and Computers
• Update tickets- Service Center
• Remotely connect - Tivoli Remote Control, Gover LAN v5.5, Remote Desktop Connection
• Web manager user interface - OSD Web manager
• Citrix Terminal Server, Citrix Program Neighborhood
• Map network drives & configure - DLV Tool
• Connect with Host Name or IP Address - UniSpere Service Manager
• To directly manage a single host name or IP - Active Directory support.
• Troubleshoot software - MS Office, and IE Certificates
• Setup & Install Desktop computers, Network Printers, VOIP - Cisco IP Phones and Email accounts
• Phone Support
• Bloomberg, Market Data Apps, Fact Set, Crystal Reports, Excel add-ins
• Imaging Software - Norton Ghost v15.0

Confidential - NYC

Team Lead

• Supported 3,000 users in house and 5,000 users remotely
• Administration of Active Directory/passwords and accounts.
• Provided back office support for the Traders and Desktop users
• Map Network drives.
• Push patches to users by SMS software
• Maintained Inventory of all computer equipment in building
• Supported Market Data Apps, Excel Add-ins and Trust Certificates for IE, Crystal Reports,
• Blackberry support for 8700, 8750, 9700, and Bloomberg,
• Troubleshoot Microsoft Office 2003/2007.
• Supported Equities, Fixed Income,

Confidential - Manhattan, NYC

Laptop Technical Analyst

• Provide a 2nd level of support for areas where hands-on intervention is needed.
• Troubleshoot wide and Local Area Networks including workstation access, applications software and functional server support.
• Maintain operating procedures, configurations and end-user documentation
• Record problem symptoms and status information through the use of a computerized problem management system
• Perform follow-up and escalation of outstanding problems
• Proactively maintain communication with callers through analysis and resolution processes particularly in difficult customer situations.
• Supported CEO and Chairman’s Office with technical issues, Supported 3,500 users in house and 1,500 users remotely, telephone, wireless headset and PBX programming.
• Presenter for technology presentation for all new hires
• Handle technology on - boarding for all new hires, Handle technology off - boarding for existing users, Handled inventory of all technical equipment for the firm.
• Administration of Active Directory/passwords and accounts.
• Remote VPN Connectivity, Citrix Support, VMware support.
• Video/Audio conferencing setups Polycom
• Connected to users by using remote software/Cisco any connect.
• Supported wireless e-mails devices (Treo’s and blackberry’s 8750, 9700).

Confidential - Manhattan, NYC

Desktop Support Specialist

• Supported 2,000 users in house and 2,000 remotely
• Troubleshoot and support Blackberry’s,
• Bes server support, and IBM laptops, and printers, and Dame ware into pc’s
• Supported and installed Safe Boot Encryption for Laptops
• Setup and configure MS Outlook, and network printer’s
• Installed and supported MS Office for MAC, VPN, and One Touch for Mac user’s
• Supported MAC OS X, 9, Citrix Client, and Blackberry Support 8700, 8750, 9700. and VMware
• Updated, closed tickets in Magic.
• Video/Audio conferencing setups Polycom
• Repaired & installed hardware in HP laptops, desktops, HP printer

Confidential - Manhattan , NYC

Systems Analyst/Trade Floor Support

• Supported 2,000 in house and 1,500 users remotely
• Supported and installed Safe Boot device Encryption for Laptops
• Setup and troubleshoot Blackberry’s such as 7290, 8700, 8750, & Treo’s
• Supported users on 1st Shift, 2nd Shift and 3rd Shift rotation
• Trouble shoot Boomberg, Crystal Reports, and Market Data Apps
• Supported Fixed Income department, Supported Equities department, and Wealth Management
• Trained new hires on pc usage and in house software
• Setup audio/video for board rooms and conference room setups using Polycom
• Installed and supported SQL Server, Rapid SQL, Remote Access, and Citrix Client support
• Video/Audio conferencing setups Polycom
• Created & Delete accounts and passwords in Active Directory
• 2nd & 3rd level support.

Confidential - Manhattan, NYC

Team Lead

• Ghost computers and stage them before deployed to the traders
• Installed and Supported Bloomberg, Crystal Reports, Reuters 3000 Xtra, MDS Lite, Excel Add-
• Blackberry Support and setup Blackberry’s, 8700, 8750.
• Troubleshoot software, Mac Book Pro’s, G5, and Mac Pro
• Supporting Market Data Applications, Fixed Income, Equities department,
• Phone Support for 2nd & 3rd level
• Accountable for leading team of 4 in analyzing, troubleshooting
• Reconfiguring laptops and desktops for customers throughout the 5 boroughs
• Managed inventory of technical assets valued up to $1M
• Trained new employees on procedures
• Improved compliance with Service Level Agreements for 75% - +90%
• Active Directory support