SUMMARY:

Computer Professional with extensive experience in Deployment and Migration, Global Service Desk Support, System Administration, Task Leadership, Project Planning, Desktop Support, Financial and Fiduciary Services Support is seeking a Sr. Level Support Position

TECHNICAL SKILLS:

HARDWARE EXPERIENCE : Dell, Lenovo, Toshiba, Apple, Zenith, DEC, Honeywell, AS400, PRIME, IBM, PDA’s

SOFTWARE EXPERIENCE: CCMail, MSProject, MS Office 2013, Lotus Notes, Crosstalk, Dbase III, Border Manager, Zenworks, FASTLAN, Lightspeed, WordPerfect, GroupWise, PCAnywhere, Ghost, Cisco, Jabber, Storm, RAS, Siebel, Remedy, Usr MGR Pro, Citrix, SAP, Rightfax, LANDESK, RDP, VPN, Webex, Avaya , Active Directory, SSCM, USD, IDM, ECM, WSN, BOX, ITIL, Microsoft Deployment Tool, Bitlocker,

PROGRAMMING LANGUAGES/OPERATING SYSTEMS : XP/Vista/Window 7/8/10, Novel, NT, Windows Server 2008/2012/20016 , COBOL, FORTRAN, RPGII, Basic, INFO, SQL, OS/JCL, Primos, UNIX, TCP/IP, OS/2, HTML, Linux, RedHat, Fedora, Ubuntu, Windows PowerShell

PROFESSIONAL EXPERIENCE:

Confidential

Deployment Technician

Responsibilities:

• Troubleshoot PC hardware/software and IT systems as well as executing Installs, Moves, Adds, and Changes (IMAC), LanDesk, MDT, VMWare, and McAfee encryption support.
• Re - imaging desktops, VDIs' and Dell Laptops/tablets, mi grate and restore data using Dell Deployment Tool and PCMover, adding deployed machines to active directory to reflect new configuration.
• Provide first and second level support for upgrade to Windows 10 from Windows 7
• Perform trouble shooting and issue escalation as needed.
• Help to ensure all steps for a successful upgrade of multiple laptops on a daily basis are complete
• Work with each client to help ensure checklist items are completed and that the laptops are issue-free
• Use Windows PowerShell to obtain the status and statistics from staged migrations, upload, start staged migrations
• Use PowerShell for Desktop Support security (Antivirus/Encryption Software, VPN)
• Use PowerShell to Deploy software used to assist migration (Robocopy/Norton Ghost)
• Accurately log, ticket, and track/own all problems and incidents
• Participate in device collection, configuration, and upgrade of client endpoint devices

Confidential

Technician

Responsibilities:

• Serve as technician in the migration of PTO legacy HP computer to new Confidential
• Migrate and restore data using Dell Deployment Tool
• Performed post deployment QA process to ensure documents, email, peripherals and specialized software were successfully copied or installed.
• Performed trouble shooting and issue escalation as needed.
• Serve as Lead in the migration of user data
• Serve as Lead on special migration projects.
• Setup migration staging area

Confidential

Technician

Responsibilities:

• Serve as technician in the migration of DOT legacy Dell computer to new systems
• Responsible for capturing client data and transferring to new systems
• Performed QA process to ensure documents, email, peripherals and specialized software were successfully copied or installed.
• Migrate and restore user data using Dell Deployment Tool
• Performed trouble shooting as needed
• Delivered and setup Dell laptops, desktops and Microsoft Surface Pro systems

Confidential

Sr. Team Lead

Responsibilities:

• Oversaw Dell Migration project for 3 EPA locations in D.C. Metro area
• Supervised and trained 3 Lead Technicians including 21 2 nd Level technicians
• Develop repeatable procedures, training manuals and documentation including QA checklist for migration team
• Reported directly to Dell Project Manager
• Image, migrate and restore data using Microsoft Deployment Tool(MDT)
• Created CSV file for image and data migration
• Maintained inventory of computer equipment and advised on ordering to meet scheduling demands
• Worked with programming staff to resolve migration script errors
• Worked closely with EPA IT Department to schedule and upgrade legacy computers
• Provided primary team escalation resolution for project related issues

Confidential

Tier II Analyst

Responsibilities:

• Provide front line 2nd Tier help desk support to all customer staff and their representatives worldwide
• Log all incoming issues and requests in Remedy 7.6
• Answer ACD using Avaya and resolve within SLA guidelines
• Provide follow-up status to customer end-users in accordance with specified guidelines
• Assist with SecurID Pins, Synchronization and temporary passcodes for remote access users, Resolve access issues to SAP, and any IDESK applications
• Mentor and train new tier II analyst as needed in IDESK proprietary software applications
• Update proprietary application knowledgebase with problem resolution steps to include screen shots
• Correctly refer unresolved problems to higher level (3rd Tier) support work groups
• Provide follow-up status to customer end-users in accordance with specified guidelines

Confidential

Fund Analyst

Responsibilities:

• Serve as Fundhelp Analyst to support all worldwide staff, Confidential Fund Services and hedge fund clients with financial application( Confidential ), web application ( Confidential Online) inquires, business and technical questions
• Provide setup, administration of Confidential Investor and Confidential Online
• Provide Fund Services application support to external clients(Fund/Asset Managers, Investors, Custodians)
• Provide tier 1application and technical support 24x7x365 Global Fund Services Help Desk via phone, website and email
• Recording all incidents and requests into USD - Unicenter Service Desk Ticketing system
• Support Europe, Asia and North America in the processing of trades and setting up of new clients, serve as liaison between external clients and support staff to resolve connectivity, data, new account setup, and reporting issues
• Serve as a primary point of contact for incident escalation and resolution
• Serve as application expert in the training of new staff in support procedures
• Start, stop, monitor application jobs
• Assist in application upgrades by submitting jobs, test Confidential Investor and Confidential Online after upgrades, document issues and troubleshoot root cause
• Document helpdesk procedures and update after product enhancements

Confidential

Help Desk Analyst

Responsibilities:

• Provided short term tier 1 technical support on IT Service Desk
• Performed hardware/software installs, imaging, network support & troubleshooting
• Performed rollouts, desktop upgrades
• Performed domain administration and user setup
• Install, maintain and support PC’s and laptops

Confidential

Service Desk Analyst

Responsibilities:

• Provide tier 1 technical support on the Global IT Service Desk
• Provide direct PC hardware, software and telecom support to 3800 business users across 40+ locations in Europe, Asia and North America using remote desktop software
• Used Avaya to receive incoming calls and make outgoing calls around the world to resolved service tickets, Provide incident escalation.
• Record all incidents and requests utilizing Unicenter Service Desk Ticketing tool
• Provide windows server/exchange administration using Active Directory
• Provide Secure-id setup and administration

Confidential

Help Desk Analyst

Responsibilities:

• Provide 1 st level help desk support to local and remote staff using Windows XP, UNIX, NT, Microsoft Office, Citrix Program Neighborhood, VPN, Microsoft Outlook, Oracle.
• Use remote desktop connection to diagnose, repair or escalate to 2 nd or 3 rd level support.
• Administer user accounts in Active Directory, UNIX, Unity Voice Mail, RightFax, SAP
• Provide installation, configuration and network support of software and peripherals.
• Provide temporary on-site technical support for rollout of Windows XP/2000/Lotus Notes
• Configure, install workstations, network printers, perform ghost imaging, relocate and reconnect of equipment including routers and switches. Test connectivity. Prepare documentation.

Confidential

Asst. Sr. Team Lead

Responsibilities:

• Assigned to Confidential Call Center, trained new technicians, instructed users step by step in the installation, repair and replacement of Confidential computer parts.