SUMMARY:

• Information Systems Professional with vast experiences working for Fortune 500 companies.
• Excellent customer service to all clients with a 100% satisfaction, able to handle irate users.
• Excellent interpersonal communication and presentation skills self - motivated and empowered.
• Conscientious, adaptable to changes, and able to assimilate new technologies quickly.
• Managed and Team lead - OSHA certified
• White glove - Executive Support at Confidential, Lockheed Martin, Confidential, Confidential - All Doctors, Confidential

TECHNICAL EXPERIENCE:

Networking: TCP/IP, Novell, IPX/SPX, Ethernet, VPN, Citrix/Xenapp, Wi-Fi

Platforms: Windows 10/7-64 Bit/Vista, Unix-Sun Solaris 7, Mac OS, Ubuntu, Mint, VMware

Hardware: Dell, HP Elitebook, Lenovo, Sony, Asus, Apple, iPhone, iPad, surface pro.

Applications: Admintool, Norton Backup/restore NetWare 3.x/4.1,ManageNow, ServiceDesk, Remedy, Magic, Track-it, SCCM, Altiris, Ghost, Lotus Notes, DNS,TCP/IP, MS Office- 365/2016/2013/2010/2007 , Trend, McAfee, AVG, Norton Antivirus, HP-SM9, Webpdm, Workshare, Photoshop, InterAction, Illustrator, Snapshot, Reuters and Bloomberg, Elite, Procube, DM//eDoc, Litera-ChangePro, iManage, Bighand, Altiris, SCCM. viDesktop, mobile Iron; Grabbit, FORS, Firewall, Highfive, Polycom, Lifesize/quickshare, serviceNow

EXPERIENCE:

Confidential, New York, NY

Support Analyst

Responsibilities:

• Provides all levels of support from White gloves for executives to the general users’ community, using Cherwell
• Support Investors in New York, London and Hong Kong - Windows 7/10/ office 2016/O365
• Mimecast - managing Exchange for external emails, users account, and backups
• Active Directory - for all users - create/add/change/delete/disable/enable/users account
• Use Dameware to manage remote users and servers/Hybrid for create/update/change users’ control
• Nexthink- use to track devices, verify software, troubleshooting apps for failures
• Bitdefender - Virus protection and endpoint security
• MDM - using Intune to manage iPhones and iPads
• VOIP - using Mitel-pair Bluetooth handset
• Bit locker encryption for devices
• Install Salesforce addin for Investors, on Outlook, upslide on powerpoint
• Use Citrix and Cisco AnyConnect for Travelers
• AV support - Crestron/Bluejeans/Polycom
• Migrating/Imaging devices using SCCM/PXE - pushing Windows 10 - MS -Updates/Patches -Build

Confidential, Lake Success, NY

Sr. System Analyst

Responsibilities:

• Provides all levels of support from White gloves for executives to the general users’ community. Use ManageNow
• Support includes Managing all onboarding and off boarding employees - preparing company standards equipment
• Access to Secure printing via Printer Logic, Prism/IMS-AS/400, Mapped drives, Web base applications: Dolphins
• Test all new technologies for upgrade and replacing with Windows 10/Office 365/2016.
• Heavy use of Video Conferencing via Lifesize and QuickShare
• Process Procurement - for multiple locations - US and Canada
• Provide Board meeting support for stockholders quarterly and yearly meeting
• Support Accounting and Finance dept. on month end, and quarterly support closing for upper management and Wallstreet
• Migrated win 7 to windows 10 - 64 bit; 8 or more gigs of memory, Dell laptops inspiron/latitude and Optiplex desktops
• Completed my one century Plus closure of tickets assigned to me in a month.
• Build a long list of rapport, receiving accolades for my strong customer service and a very likeable person.
• Beat the SLA set forth and exceed all my deliverables
• Improve and build standards for company use.
• Work closely with HR in hiring and exiting
• Manage printing via contract with Staples/HP
• Use Goverlan for remote access support users - US and Canada - office and home

Confidential, Melville, NY

Support Analyst/Migration LEAD

Responsibilities:

• Hired to support over 200+ applications, worked with Vendors and application owners to have an error free environment.
• Test all new technologies for upgrade and replacement Migration Windows 10/Office 365/2016.
• Used Remedy to manage all calls from / Help Desk (L1) and desktop Support Techs (L2), networking and application users.
• Managed calls for SQL, backup, updates or copy DB, and adding printers in windows and SQL Apps.
• Managed users’ rights access for DB, Groups, or files.
• Manage Microsoft monthly Patches, download and distribute to all managed PCs/laptops for testing before deploying
• Attend weekly department meetings, discussing current and future problems, applications, and company standards.
• Managed all SW/HW requests with the Architecture and security departments for compliance and company Guidelines.
• Use Altiris and SCCM to deploy applications to users and install Microsoft Patches and other vendors’ software.
• Work with all departments to coordinate add/move/change/update of software and hardware.
• Setup windows firewall on servers, and Norton’s disk encryption software - Pretty Good Privacy) PGP on all pcs and laptops.
• Support Opentext- Document Management - Edocs for all word and excel documents/spreadsheets
• Proficient understanding of Desktop, network and server / hosting concepts and technologies
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Excellent and demonstrated knowledge of IT processes and procedures, specifically incident, problem, Change mgmt. and SLA.
• Responsible to provide ace on different systems using tools following ITIL process
• Review incidents and service requests escalated from the service desk and provide higher level / technical support
• Raised RFCs if required to facilitate the incident resolution (workaround)
• Coordinate with Vendors for resolution or fulfillment as required
• Managed quick resolution of Incidents or fulfillment of Service Requests by understanding the underlying issues and coordinating with the appropriate resolver teams

Confidential - New York, NY

Sr. Analyst

Responsibilities:

• Migrated and supported over 7000 Dell Thin Client devices, spanning a multitude of sites across the Confidential .
• Created and deployed images for both Windows 7 desktop PC’s and Wyse Thin Client Devices, tailored to the requirements of their respective department’s user base.
• Worked with vendors to create custom solutions to suit our Citrix Environment. (Remedy)
• Installed configured and managed WDM Server.
• Built productive relationships with colleagues, users, and managers, which leveraged together with my own technical knowledge for troubleshooting/root cause analysis. Providing prompt and comprehensive resolution to critical issues.
• Liaised with managers and users to identify and translate department and user requirements into practical, targeted solutions.
• Setup and managed Server Firewall.
• Mentored and coached team members expanding the issues we could tackle, efficiency, resulting in a 65% drop in opened ticket
• Setup servers with DHCP, OU, group policy, AD.
• Developed and ran effective programs for support staff, aiding to transition them into extending their support to thin client devices. Accelerating incident response time and reducing the tickets escalated to our team by over 15%.

Confidential, Lake Success, NY

Sr. Systems Analyst

Responsibilities:

• Hired as a Sr. Analyst to work with a team of 30 Senior Techs to complete a migration project.
• Imaged all new PCs and laptops using Microsoft MDT.
• Automate process to speed up backup and restore, using script/Batch job
• Worked in a team of 3-6, travelled to each Doctor’s office in Long island, and the Tri State to upgrade, all hardware.
• Backed up all PCs/laptops, replaced them, restored data, configured and do custom setup.
• Tested all medical software and hardware with doctors, nurses, billing and front desk personnel.
• Provided 2 days support, to ensure a smooth transition.
• Used Goverlan to provide remote access for users’ support/installation/access rights/troubleshooting
• 2nd shift Helpdesk support using Remedy to record all incoming calls, resolving 98% calls, run nightly report for upper Management

Confidential, City, NJ

System Administrator/CIO Assistant

Responsibilities:

• Provided executive support to all owners and dedicated Managers
• Managed all aspects of desktop support, Exchange, and Active Directory (AD) issues, hardware, procurement, customer service
• Set up all devices right out the box - add image, configured, setup and installed at users’ desk.
• Installed Windows 7 Ultimate - 64 bit. Office 2010, 2013
• Create Batch Files to Automate backup and restore files
• Used Snapshot to install image on all desktops and troubleshoot hardware errors.
• Created Active Directory Accounts for new users and added appropriate groups.
• Created exchange accounts.
• Monitored all servers daily using Image-live to verify all devices were backup.
• Used check disk to fix bad sectors.
• Purchased and tracked all equipment.
• Worked with vendors to provide services on all peripherals, handheld devices and cell phones.
• Updated servers with patches, monitored for down time, and documented for management access.
• Maintained a VMware client on a Viewsonic/Unix OS.
• Set up and configured device to access Windows 7 desktop. Both wired and wireless.

Confidential, New York, NY

International - Migration Windows 7 Tech

Responsibilities:

• Hired to do Windows 7- 64-bit Rollout in the US and overseas. There are 2 phases:
• First used the same machine, backup the data, upgrade memory and HD- SSD, install image via USB or network. Second used a new machine, image is installed, data restored.
• Used Altiris to push apps, such as Microsoft Office 2010, Access, and software for law firm, add network printers and local apps.
• Used Remedy software to track all tickets.
• Altiris Admin used for gathering machine names and details for inventory reports.
• Used Proxy Pro for remote access.
• Security protection used Bit Locker to secure all laptops for travelling

Confidential, New York, NY

Sr. Analyst/ Customer Service

Responsibilities:

• Work independently to support multiple buildings in New York City.
• Closed Most calls than any Techs on Monthly bases, using Remedy.
• Duties included, installing images, customize and deliver to Clients.
• Created guidelines to speed up Daily tasks.
• Managed and supported all Executives, with Blackberry, Cell Phones, Microsoft office products, networking and printers, both at work and home, winning their trust and confidence.
• Lead tech to support all Executive, handing all calls within 2 minutes with resolution.
• Provided for employees to better understand and do their tasks more efficiently.
• Troubleshot and supported Windows XP Pro, and Windows 7, Office 2002 and 2003, 2007, 2010, SCCM, iPhones, iPads, Blackberry and cell phones, (AT&T, Verizon and T-Mobile).
• Used Magic to track all trouble tickets.
• Provided Mac support, imaged from CD, configured for TCP/IP network access, installed MS Office, and used Citrix for Outlook
• Supported AV/Video Conferencing using Polycom for point-to-point and multipoint using touchpad for monitoring sessions, Record session for future use, used file and video sharing.
• Received several s for going beyond the call of duty, respond to emergencies and customers’ satisfaction.
• Provided SharePoint support for executives and overseas clients with videos and Documents.
• Illustrator and Photoshop support for PC and Mac designers.

Confidential, New York, NY

Rollout Specialist

Responsibilities:

• Imaged all laptops and desktops with Windows XP Pro.
• Setup network access; synchronize Blackberry to MS Outlook, with 100% success.
• Configured Lotus Notes for email access.
• Backed up all data and restored to new machine.
• Setup remote access via VPN.
• Provided desktop support for MS office, networking and printers (local and network).
• Honored for excellent client services provided to all senior executives.

Confidential, New York, NY

Team Leader

Responsibilities:

• Led a team of 4-8 engineers for an international multi-site Win XP migration.
• AD access to managed user accounts creates, add, delete and move to production containers.
• Upgraded 8000 users from Norton Antivirus to McAfee 8.0
• Used Altiris and Ghost MultiCast to create and install images on Laptops and Desktops.
• Installed and tested VPN and wireless access for office and home.
• Managed my team efforts and time for performance appraisals and salary.
• Trained and taught new teammates company policies and procedures
• Managed trading floor depts. - responded to all tickets, within company standard of 15 minutes
• Led a team of 4 techs to fix viruses on Win 2000 and XP laptops and desktops, with a 99% success.
• FIX supports multiple formats and types of communications between financial entities including email, texting, trade allocation, order submissions, order changes, execution reporting and advertisements.
• Migrated 700 Win 2000 desktops and laptops to Win XP, office 2000, used ghost with zero defects.
• Supported Blackberry and pocket PCs (Dell, Compaq, and Sony) to sync with Outlook 2000.
• Worked with several vendors to test and fix all local applications to work on XP platform.
• Installed financial software Reuters and Bloomberg.

Confidential, Montvale, NJ

XP Rollout Specialist

Responsibilities:

• Single handedly migrated over 1500 users to Windows XP Pro with a zero defect.
• Restored all data and installed custom software. Setup and troubleshoot VPN/DSL access for home and remote office use. Configured PDAs and Blackberry to synchronize with Outlook 2000.
• Worked on $2.5M onsite IS support team to improve SLA by 25% and increase productivity.
• Supported all executives with laptop and desktop, duties such as MS Office, printers, mobile devices

Confidential, Secaucus, NJ

Y2K Remediation/Network Analyst/Unix Administrator

Responsibilities:

• Evaluated and upgraded all hardware and software for Y2K compliance
• Provided second level support for DNS, WINS and IP addresses
• Setup network printers using HP Jet Direct, and setup Confidential Netfinity and Compaq Servers
• Project to rewire the entire Confidential sites with Cat6 cable and installed Cisco 6000 series switches to support gigabit Ethernet.
• Solaris admin included adding, deleting, and changing IDs, granting rights, installing software, and adding patches and packages.