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Software Support Resume

New, JerseY

To obtain a challenging position with a progressive organization, where my experience and knowledge will be utilized and expanded in a mutually beneficial atmosphere.



A+, MCPs in W2K professional, NT4 workstation and server XP and Networking essentials


Novell 3.x, Novell4.x, Windows NT and 2000 and Windows 2003 server and Advanced server, Active Directory, Exchange, Group Policy Objects, DNS

Workstations and Software

Windows 9.x, Windows NT and XP and Vista, DOS, MS Office, Outlook, Netscape, Internet Explorer, Photoshop, Instant messaging, SMS, Norton and McAfee Anti-Virus, Ghost, Bloomberg and other market data applications. ODBC, oracle (ADI and Discoverer), Instant Messaging, Citrix

Protocols and Communications

Dial-Up Networking, TCP/IP, NETBEUI, VPN protocols, DHCP, WINS, DNS, Remote Access, Ethernet


Dell, Compaq, IBM


Avaya Definity Switches, Hubs, Lan Switches

Workstations Hardware

Dell, IBM, Compaq, HP


Palm Pilot, Backup equipment, Network and Personal printers, Scanners, BlackBerry

Professional Experience (Full Time Employment)
Confidential, New Jersey 12/2007-10/2009

  • Level 2/3 hardware and software support and troubleshooting for all IT equipment including IBM desktops

HP printers Ricoh and HP scanners and Blackberrys, Escalation point for in depth problems from other techs.

  • Coordinate with other groups for IT issues and related employee relocations including all network and server related issues.
  • Train and supervise other techs
  • Moves, Adds and Changes and Installations of all IT equipment
  • Client and vendor relations
  • Parts ordering and warranty lookups for IBM hardware service
  • Inventory management for all incoming IBM equipment
  • Technical research and recommendations for new equipment
  • Configure and troubleshoot VPN and remote tools
  • Install configure and troubleshoot software both in-house and COTS applications including all Microsoft products

in person and via remote tools

  • Assign and document IP addressing schemes for my site
  • Assisted in creation and testing of gold images for pc deployment
  • Troubleshooting and repair of all email and network connectivity issues and installation and testing of all new applications both COTS and in-house customized
  • Setup, fine-tune, and install new hires\' and current employees\' workstations
  • Back-up employees\' data
  • configured group policy for maximum security as well as user and network optimization

Confidential, 4/2003/-4/2007
Assistant Team Lead 9/2001-8/2002

  • Coordinate work between user base of 1,600 and SA team. I am first line for all users to contact with issues and questions as well as the first escalation point for all urgent issues
  • Level 2/3 desktop support
  • Receive all computer equipment and contact user to schedule deployment and determine configuration
  • Train SA’s in Merrill Lynch software and processes
  • Used Active Directory to create new user and computer accounts and assigned rights
  • Determined if new Local and Global groups are needed, then created and determined access
  • Provide desktop support to Merrill Lynch’s Investment Banking group
  • Monitor, enforce and troubleshoot data and network security policies and procedures within banking environment in both domestic and international locations
  • Coordinate with vendors to evaluate new software\\hardware, and determine proper procedures in deployment
  • Serve as Windows NT Administrator, using Active Directory for creating user accounts, individual and system log in scripts, rights to file and directories and group membership
  • Installation and maintenance of Windows NT 4.0 workstation and server machines, including WINS, DNS and DHCP server
  • Managed and implemented rollout of 400 upgrades and installs, include one-

on-one and group training

  • Managed Remedy Trouble ticket Queue and dispatched technicians for one of Merrill Lynch’s largest private client groups which included users from Corporate Human Resources and Investment Banking management
  • Coordinated with multiple vendors to ensure least possible amount of user downtime
  • Knowledgeable with multiple financial applications, such as ADP, Bloomberg and Thompson1
  • Participated in a 9/11 Disaster Recovery team in which an entire building was brought up from a state of complete shutdown, and enabling the company to resume business. Performed an extreme variety of changing duties, as needed by the differing departments, including outage Resolution for Market Data and ADP clients, hardware and software deployment, and researching and testing of New Technologies
  • Gold image creation using both Norton ghost and Altiris Rapi-deploy
  • Was charged with inventory management for all new and re-deployed end-user equipment for over 1500 users
  • Troubleshot problems on a variety of software platforms including Oracle and ODBC issues, Email, MS-office and Office-addins, network connectivity, Unix and Terminal Emulation Software, and Bloomberg
  • Resolved issue with Blackberries and Blackberry Software
  • Managed designed and updated IP address assignments on DHCP LAN
  • Configured, installed and troubleshot network printers
  • Configuration and administration of Group Policy Objects
  • Administered and implemented changes to LAN switches in wiring closets.

Confidential, 11/2002-4/2003

  • Security administration

Contractor Positions 6/1998-9/2001
Port Authority
Corporate Server Rollout Contractor

  • Built configured and installed network servers
  • Monitored Logs and resolved server issues
  • Ran backups and performed file restores

Desktop Specialist

  • Provided Helpdesk and desktop support for Windows 95 and 2k
  • Managed telecom system including add, moves and changes for PBX branch
  • Implemented and managed hardware and software roll-outs including Dell HP Compaq and IBM desktop and laptop workstations and servers
  • Used and supported Palm OS and Blackberry

Network Consultant

  • Built, configured, installed and administered network file and print servers
  • Completed quality assurance on server build
  • Technical writing

Corporate Rollout Consultant

  • Performed Rollout and support of new OS and software builds
  • Participated in a Novell to NT migration
  • Desktop support for various ADP environments

AS Degree in Computer Science

Taking courses for MCSE and CCNA have completed coursework in Network Infrastructure and DNS, and Exchange server. Currently taking Active Directory, CCNA and SQL.
A+ Certified
Novell CNA in 3.x and 4.x
MCP in NT 4.0 workstation and Server and 2000 Professional and Server, XP, and networking essentials
Lenovo certified