SUMMARY:

• Bi - lingual (English/Spanish), innovative, dedicated, passionate and results-oriented Information Technology professional able to leverage extensive technical and client services experience that includes strategic planning, project / program management, daily IT operations, systems support, vendor management, multi-faceted system integration, and cross-functional team leadership.
• Proactively takes the initiative to drive projects that slash expenses, increase organizational effectiveness, improve system performance, and boost operational output.
• Known for consistently exceeding organizational goals and objectives coupled with solid work ethic and capacity to function well under pressure and display a high level of competence in a rapidly evolving work and team environment.

TECHNICAL PROFICIENCIES:

Mac OS X, Windows 2008/2012/2016 Servers, Microsoft Exchange, Windows 7/8, /10, Windows XP, VMWare VDI, Ubuntu Linux, Active Directory, Group Policy Objects, Ethernet, 802.11a/b/g, TCP/IP,DNS, DHCP, SNMB, IPSEC, VPN connectivity, WS FTP Client, LANDesk Patch Manager 8.7, Altiris Deployment Solution 7.1, PCs & Servers (Dell, HP, Confidential, Lenovo), routers, switches, printers, print servers, wireless routers, wireless access points, RSA Secured ID Management Console, Checkpoint and PGP endpoint encryption, Bloomberg Terminal, FactSet, Morningstar, MS Office 365 Suite, Microsoft Teams, Skype for Business, Adobe Acrobat, Gmail, Calendar, Docs, Drive, Sites, Vault, Google Chrome, McAfee Anti-Virus, WebEx, Cisco Jabber, Bomgar, GoToAssist, LogMeIn, TeamViewer, Altiris, HEAT, Magic, Remedy, ServiceNow, DSL and Cable Internet connectivity Smart Phones and Tablets (Apple iOS, Android), MDM applications (AirWatch and Good console administration)

CAREER PROGRESSION:

Confidential, Fort Lauderdale, FL

IS Analyst - Technical Support

Responsibilities:

• Deploys, manages and monitors a wide range of HP and Apple personal computers, for all the Confidential staff in South Florida
• Installs and supports trading software, Bloomberg Terminal, FactSet, Liquidnet, and Morningstar
• Serves a single point of contact for all IT related issues in the Confidential offices in South Florida
• Assists IT and facilities teams with special projects including moves, brake fixes and on-site vendor access
• Migrated over three hundred users from Windows 7 and Windows 8 to Windows 10 and Microsoft Office 365
• Manages server backups on all South Florida offices
• Creates and troubleshooted printer queues for the East Coast of the United States and The Bahamas
• Serves as part of an escalation team for Level II issues and provides resolution to complex issue on behalf of the Desktop Support team
• Attends team meetings and supports large company events on all three sites
• Supports Audio Visual conference equipment for all locations

Confidential, Fort Lauderdale, FL

Sr. Help Desk Engineer

Responsibilities:

• Deploys, manages and monitors Eset Anti-Virus software to Windows and Mac OS computers
• Creates Active Directory accounts, Security and Distribution groups
• Resets Active Directory account passwords
• Creates and manages mailboxes in a Microsoft Exchange 2010 and Microsoft Office 365
• Configures and deploys desktop, laptops and mobile devices to all clients including Bitlocker encryption
• Assists in the deployment and configuration of local and network printing devices
• Escalates issues to Level III support engineering team
• Creates and maintains client documentation

Confidential, Aventura, FL

Desktop Support Specialist

Responsibilities:

• Provides day to day technical support for desktop systems core and business applications, mobile devices (Android and iOS) to over nine hundred bank users across the United States.
• Documents, tracks and monitors client incidents in ServiceNow (ticketing system) to insured timely resolution.
• Participates on weekly team and change management meetings.
• Escalates technical issues to bank’s vendors as necessary.
• Installs, configures, and troubleshoots desktop systems, Cisco IP telephones, mobile devices and conference room systems.
• Supports private banking management team and their IT related needs
• Creates and manages RSA Soft and hardware tokens, PIN resets
• Manages IT inventory and semi-annual device disposal program with third party vendors.

Confidential, Hollywood, FL

Sr. Desktop Support Specialist

Responsibilities:

• Provided technical support to over 600 users and plan / implement hardware deployments according to corporate guidelines.
• Active Directory administration, Exchange administration, support BlackBerry and iPhone devices.
• Managed client services ticketing queue and resolved or escalated issues on a timely basis.
• Participated in daily team meetings and provided updates to management team.
• Provided performance metric reports to IT department management.
• Coordinated projects with the Project Management Office (PMO).
• Managed shift schedules for the Florida support team.
• Prioritized support coverage for on-call and special projects.
• Created team deliverables for management team.
• Escalated issue to Level III support and engineering teams.

Confidential, Doral, FL

Desktop Support Engineer

Responsibilities:

• Provided key insightful strategic technical direction and expertise to Level II support of Windows XP, Windows 7, Mac OS X clients and Microsoft Office 2007, 2010 and 365.
• Full accountability for creating / managing single sign-on user accounts, managing Active Directory on Windows Server 2008, supporting HP and Xerox printers, and assisting other IT teams with deployment and testing of new devices and equipment.
• Traveled to all Florida offices and facilities to provide network administration support and provided technical assistance to IT teams within other states, as requested.
• Supported all Florida offices MDF and IDF closets equipment.
• Expertly provided remote user support, including Checkpoint encryption software for over 5,000 US-based users.
• Monitored Service Desk support queue and routed requests and incidents according to skills level.
• Created performance reports and service improvements for management.
• Managed schedules for a team of twenty-two support analysts across the United States.
• Instrumental in successful implementation and deployment of software via Altiris Deployment Solution.
• Hand-picked by senior management to mentor, train, and coach Service Desk and junior team members.