SUMMARY

• Technology Support Analyst with extensive experience providing Desktop and End User Support for top tier financial institutions utilizing tools such as ServiceNow (SNOW), Remedy and IBM Maximo
• Investment Banking, Traders, Trading/Non - Trading Environments and related technologies supported
• Front Office trading (Equities and Fixed Income Traders) environments including wealth management and investment banking businesses providing user administration, application and hardware deployment and support
• Adept at conducting software deployment using different tools as well as performing desktop, laptop and MDM hardware software deployment and troubleshooting
• Trading floor user and technology support; Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported.
• Dell, HP and Lenovo hardware supported consisting of laptops and workstations; including trading specific hardwares
• Mobile MDM technology support for Blackberry, iPhone, iPad, Android, Tablets, Encryption and VPN based devices
• Windows versions 7/10, macOS, IOS, Android, Citrix, Application Virtualization, User administration Active Directory

PROFESSIONAL EXPERIENCE

Confidential

EUC Desktop Support Engineer

Responsibilities:

• Trading floor users, Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported
• Enterprise scale end user desktop support for market data, productivity MS Office 2016/O365
• MS Windows 7/10, Apple macOS/IOS mobile and related hardware and software products supported
• Supporting Dell workstations, laptops and WYSE pc in Citrix virtualized and MS Surface tablets
• Audio Video Conference and special events support for Cisco and Crestron products and services
• Mobile and telephony support for MobileIron and Intune, Citrix Secure Mail for iPhone/iPad, Android
• Windows 10 upgrades, Hardware decommission and refresh for legacy systems running on Windows 7
• User administration via Active Directory, SCCM, Exchange, Citrix Cloud and Cisco VoIP phones

Confidential, New York, NY

End User Desktop Support

Responsibilities:

• MS Windows / macOS enterprise environment supporting management, production and senior level end users
• Enterprise level support for macOS 10.x and MS Windows versions Active Directory, LANREV, JAMF and associated products and technologies
• Supporting MS Office365 and legacy MS office productivity applications for Windows OS 7/10 and macOS users
• Typical administration duties consist of Active Directory user management, SCCM App & Image deployments
• Operational user technology support; Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported.
• Providing enterprise MDM support to users with iPhones, iPads, Blackberry and Android devices via Mobile Iron
• Dell / HP Desktop / Laptop / MS Surface and Workstation deployments, support and troubleshooting common/uncommon technology issues
• Provide remote support to off-site users via TeamViewer, Bomgar Remote Support and Microsoft Lync/Skype
• Supporting Antivirus, Encryption, Citrix Reciever, VPN/Remote Access, Secure tokens, plus firm established security procedures

Confidential, New York, NY

Enterprise Trading Desktop Support

Responsibilities:

• Supported front office trading including wealth management and investment banking business users
• Collaborated with second and third level support teams resolving application, infrastructure and market data issues
• Hardware support for laptops, workstations and mobile device including iPhone/iPad and Android Mobile device management issues: BES, Good, Active-sync Exchange email
• Trading floor user / technology support; Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported.
• End user support for Dell, HP, Toshiba, Apple iPhone, Blackberry, Android, printers, scanners, Wyse VDI terminals
• Provided remote off site support for different wealth management and trading regions including follow-the-sun hand-offs
• Supported for executive level support users and associated staffs and business partners
• Active Directory administrative user support for applications, entitlements, group memberships and infrastructure resources
• Escalated issues to appropriate Level III teams. Worked with vendors to manage products and issues
• Remote access VPN user support for Citrix based access bank into the UBSNet network

Confidential, NY

Desktop Support Engineer

Responsibilities:

• Supported MS Office 2007/2010/2013 , MS Office356 OWA, SharePoint site connectivity problem solving.
• Provided desktop support troubleshooting for proprietary and vendor related financial trading applications and systems
• User account administration for MS Windows Active Directory infrastructure also utilized proprietary report generation tools account activity
• Application deployment via SCCM, desktop, laptop hardware deployment and troubleshooting including various remote accesses, offsite and VPN connectivity technologies
• Market data application support for Bloomberg, FactSet, Nasdaq Workstation, NWII, Trade Station, Lightspeed, Briefing, Reuters, Bridge Station, Street Accounts, Pink Sheets
• Trading floor user / technology support; Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported.
• Resolved connectivity problems with TCP/IP and IPX/SPX, using ping, ipconfig, tracerts, route print, etc.
• MS Outlook, Office365 and general Internet email problem solving at desktop and on laptop for users
• Resolved application issues for ICAP/EBS/BrokerTec in house and vender supplied software packages
• Resolved technical issues for external users and collaborating with vendor and service contractors on technical initiatives and technology requests

Confidential, New York, NY

Trading Desktop Support

Responsibilities:

• Highly pressured results driven trading division where I supported Fixed Income traders that utilized bonds, currencies, mortgage and treasury based financial products and related platforms and technologies.
• Good for Enterprise, Cisco VPN and Citrix receiver remote access problem solving.
• Trading floor user / technology support; Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported.
• Provided intermediate level server administration, maintenance and repairs; working with vendors and in house engineers to resolve outages with in the trading division this has included company adopted desktops and laptops.
• Provided impeccable helpdesk and desktop support to senior level executive management and their direct reports where - typically utilizing a bend over backwards attitude to meet deliverables
• Interfaced with senior level management providing call volume and ticketing metric stemming from chronic and daily user issues.
• Platforms supported: Windows, Mainframe, Red Hat Linux, Solaris, Android, Blackberry, IOS, Citrix, and Cisco products

Confidential, New York, NY

Desktop Support Analyst

Responsibilities:

• Mid to high ticket volume helpdesk providing phone and desk side support utilizing Remedy to log and track user issues also involved in project work
• Market data application support for Bloomberg, Nasdaq Workstation, NWII, Trade Station, Lightspeed, Briefing, Bridge Station, Reuters Kobra, OTC, Street Accounts, Pink Sheets, BrokerTec, Espeed, DTCC, CQG, SunGard UMA
• Microsoft Office, MS Outlook/Exchange and general desktop and web application problem solving on trader’s desktops.
• VPN and remote access problem solving, Excel, Outlook and MS Office issues, development and proprietary application problem solving and UAT testing
• Trading floor user / technology support; Managing Directors, VP/EVP/SVP, Including C-Level Senior management users supported.
• Diagnosed and repair dell desktops and laptops plus HP network printers consisting of: HP 9000, 4000, and 1300 series printers.
• Supported senior level executive users, typically compliance, legal and head of division plus heads of trading desk
• Setup and troubleshot Blackberry and Good for Enterprise personal mobile devices for email access in accordance with internal mobility policy