OBJECTIVE

• Friendly and enthusiastic Desktop Support Specialist with 12 years of specialization in Trade/Desktop Support. Ability to learn new tasks quickly and proficient in growing key customer relationships. An outstanding motivator that works well in both team and individual assignments. Represent establishment with friendly and professional demeanor at all times.

TECHNICAL SKILLS

Desktops/Laptops: IBM, Lenovo, Hewlett - Packard, Dell, Gateway, Acer, Toshiba & Panasonic

Operating Systems: Windows 10, 8.1, 8, 7 & XP Pro

Protocols: Ethernet, TCP/IP, DHCP, DNS, FTP, VOIP

Printers: HP LaserJet's, Epson, Canon & Lexmark

Tablets: Galaxy Tab, Surface Pro 3, Kindle, Nook

Phones: Blackberry & Android Phones

Remote Software: Goto Assist, DameWare, LanDesk, Bomgar, LogMeIn, GoToMyPC, Cisco AnyConnect, VNC & RDP

Server Mgmt.: Citrix XenDesktop, VMware, & Active Directory

Systems Mgmt.: SCCM, Altiris & PDQ Deploy 7

Service Mgmt.: Support Magic, Maximo, Clarify, Remedy, ServiceNow

Virus Software: Norton Utilities, McAfee, Trend Micro & Cheyenne

Market Data Apps: TradeWeb, 360t, Putty, Toad & Setup/Install of IPC Turret Phones, Bloomberg, Reuters, Eagle, Falcon, Hawks, Merlin, ADP, DTC, SunGard (Loanet), Sybase, Secure CRT & Global 1

Other Software: Microsoft Office Suite 2003-2010, Outlook 2003-2010, Microsoft Exchange 2012-2016, Lotus Notes 5 to 8.5.1, Symantec Ghost32, Acronis, Adobe Photoshop, Rumba, Aicona Viva, Attachmate, Pc3270 Emulation, Oracle, BONY, FEDLINE & Bloomberg

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Confidential, Atlanta, GA

Responsibilities:

• Provide telephone and remote support for Office 365 and Windows 10 configuration/use issues
• Support/train the Service Desk and Client Services on Office 365 and Windows 10 usage and support
• Monitor phone and email queue at all times to ensure prompt response to customers
• Ensure all incidents and requests are logged in ServiceNow and updated promptly
• Maintain strong customer service attitude, even when customer is frustrated
• Take in new information daily and apply to work handling whenever needed
• Responsible for Oracle password reset and software updates
• Create KB articles as needed

Desktop Support Specialist

Confidential, OH

Responsibilities:

• Provided Support for 600 users in a Windows 7/10, Google Suite & Lotus Notes environment
• Migration from Win7 to Win10 using windows Lite Touch & ghost imaging software
• Setup & Configure Microsoft Office 2007, 2010, Also Google Docs, Sheets, Slide, Hangouts & Meet
• Resolved break-fix problems on HP Elitebook 820,840 G3 - G5 series Laptops, XT Tablets, HP Printers & Scanners
• Mobile account Setups & activations on I-Phone & Android Devices
• Provided White-glove Support for Executive & VP’s on face to face projects.
• Use of Remedy Ticketing System for trouble tickets & asset tracking

Helpdesk/Desktop Support

Confidential

Responsibilities:

• Communicated excellent customer service over the phone & Face to Face with a 1500+ Client Base
• Responsible for migration from Win7 & Win10 also Lotus Notes 9/Outlook Exchange environment
• Utilize the Unite INeed and Remedy Ticketing System for trouble tickets & asset tracking
• Unlock/Reset passwords and configured group policy through active directory O365
• Upgraded desktop and laptop images through Ghost & pushed packages patches through SCCM
• Resolved break-fix problems on HP Desktops, Lenovo Laptops also HP Printers
• Troubleshoot Lotus Notes 9, Exchange\Outlook, MS Office Suite 2010,2016 and SharePoint 2016
• VPN & Remote Support using Goto Assist Desktop Connection

IT Support Specialist/Executive Support Tech

Confidential

Responsibilities:

• Providing base level IT support to Home & Small office based business environments.
• Resolved break-fix problems on Dell, HP & IBM Desktops, Laptops & Peripherals
• Servicing real-time support to users of Windows 7 & Microsoft Office Suite.
• Supporting customers having Outlook email & data connectivity issues.
• Remote Support to Home and Office Clients using LogMeIn & TeamViewer
• Responsible for Assets Management and inventory of Desktops & Printers
• Worked with owners & supervisors to resolve client issues and concerns.
• Provided Support, Deployment and Setup for 300 Executive,VP & Trade Floor clients in Marketing Groups
• Provided unlock accounts, reset passwords and configured access to groups using Active Directory via phone support
• Packaged /Pushed software and patches to clients desktops using PDQ Deploy 7
• Setup & configured desktop for CEO’s, ensuring proper installation of cables, operating systems & appropriate software
• Install, upgrade and repair HP desktops & Dell monitors and peripheral equipment such as HP Laser & Color Printers
• Setup & Configure of Bloomberg also recommends improvements or upgrades.
• Supported market data apps TradeWeb, 360t, Putty, Toad & Setup/Install of IPC Turret Phones
• Prepared new Panasonic laptops using Symantec Ghost Imaging software
• Open new & update 20 tickets a day via Maximo IBM ticketing service
• Migrated 2000 clients from Windows XP to Win 7 at multiple sites between NY-NJ & Conn.
• Setup approximately 300 Citrix clients in a shared public desktop environment
• Prepare new Desktops and laptops using Symantec Ghost32 Imaging software
• Upgrade from MS Office 2003 to 2010 & Lotus Notes 7 to 8.53 multi-user
• Setup Extra Attachmate, PCOMM & ODBC configurations, BONY & FEDLINE money Transfers
• Update Remedy for ticketing & Asset Tracking of Desktop, Laptops & Printers

Desktop/Migration Support Specialist

Confidential

Responsibilities:

• Upgrade, configure and Re-image of Laptops and Desktops from XP to Win7 64bit platform
• Upgrade from Microsoft Office 2007 to 2010 & Also Lotus Notes 8.51 to 8.53 multi-user
• Deploy and Setup of desktops & laptops to VP & Senior VP Marketing Groups (Trade Floor)
• Provide blackberry support such as set ups, wipes & activations, and also training the client
• Use Remedy software for trouble tickets & asset tracking of Desktop, Laptops & Printers
• Unlock accounts, reset passwords and configured access to groups using active directory
• Responsible for Assets Management and inventory of Desktops and Printers
• Installation of HDE Security encryption software (IronKey) on Laptops, accessible through Token device