SUMMARY

• Dedicated IT professional offering a combination of skills including over 10 years of experience supporting fortune 500 firms and private brokers.
• Functioned as part of a team as well as managed various projects independently, interacted with clients remotely and performed on - site visits.
• Possess extensive experience with Thomson One application suite from the provisioning and installation side, and a good understanding of financial data applications in general.
• Proficient in Windows environment and Apple product support.
• Able to multitask in a fast-paced environment, while maintaining an emphasis on quality.

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Specialist

Responsibilities:

• Provide ITSD and desk side support to all users.
• Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required.
• Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
• Conduct end-user orientation and training for new hires.
• Provision and administer user accounts, distribution groups, and security groups in Active Directory.
• Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.
• Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.
• Process equipment and software requests and record asset information.
• Hardware/software lifecycle management.
• Provide white glove (VIP) and executive support.
• Perform request fulfillment of moves & staff equipment changes at each location.
• Assist with regression testing of supported software through OS Patches and Upgrades.
• Push and install workstation and third party patches.

Confidential

Windows 10 Migration Specialist

Responsibilities:

• Hardware replacement of old equipment across all Confidential branches and corporate offices. Upgrading older Lenovo M72-M73 systems to M920/M920s/P330 devices, as well as laptops ranging from T420-T470 models to T480 and X1 systems:
• Device imaging with PXE boot from network
• Hardware/software troubleshooting - Hard drives, Video Cards, Laptop/Docking Stations, Displays.
• User apps configuration using SCCM - Group Policy Installation
• Windows 10 end user configuration and troubleshooting
• Office 365 setup, Outlook configuration
• Drive mapping, printer mapping based on existing Confidential file and print servers for various branches.
• Wi-Fi configuration for laptops, certificate installation for seamless connection for end users between branches. Support for all bank groups - teller, lending, executives, legal, etc.
• Olivetti teller printer setup with Nexus print management software.
• Switching various applications from license base to subscription based services (Adobe)
• Various proprietary software installation as required per group.
• Travel across all locations in NJ, Brooklyn, Manhattan and Long Island as needed. Assisted with equipment tracking and delivery.

Confidential

Service Desk Specialist

Responsibilities:

• Resolved hardware and software issues by fielding telephone calls and emails, diagnosing problems, and escalating to management when needed
• Assisted system users by confidently troubleshooting Tier 1 and Tier 2 issues, including: Active Directory, MS Exchange, BES Server, and DNS
• Managed ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner
• Interacted with Confidential clients using clear and concise communication in order to facilitate ticket status updates and product availabilities

Confidential

Desktop Administrator

Responsibilities:

• Maintained HP Thin client T610 environment running Windows XP over Citrix.
• Active Directory administrator: Account unlocks, permissions, software access via Citrix group policies.
• Citrix AMC Administrator: Monitor Citrix sessions, troubleshoot various application and OS problems: Profile corruption; Citrix connectivity and support for various trade support applications; Bloomberg workstation support, Reuters 3000.
• PC Hardware repair/replacement: Work with vendors to procure replacement or new units as business plan directed
• BES Server administrator: Create Blackberry accounts based on existing policies, setup, configuration and support for all blackberry users in NY office.
• RAS access administrator: configure secure ID tokens for secure remote access
• Outlook/Exchange administrator: Configure outlook profiles, added/removed permissions through the Exchange server admin console, mailbox/calendar/contacts permissions and sharing. Archive procedures through enterprise vault.
• Audio visual administration and support: Provided technical and “how to” support for the firms’ audio-visual conferences. Worked with Cisco equipment: Cisco Telepresence C40/SX20/EX90 Codecs. Administered meeting scheduling and connection through the Telepresence MCU. Also functioned as general support for Television configuration, Cable boxes, and other media projects.
• Cisco Telephony support: User phone setup through Cisco Call Manager. Configured various Cisco devices: IP phone model 7941/7942/7961/7962/7936/7937. Fixed issues with user accounts and profiles: add/remove lines, add/remove features, and call routing/forwarding, user pin reset/profile mobility issues.
• Printer support and maintenance: Safecom print server administration, Hardware repare, toner and other supplies procurement and replacement. Configured user Safecom accounts, reset passwords and synchronized ID cards.
• Floor security access administrator: Configured ID card access. Accessed floor security through security camera software.

IT Consultant/Freelance

Confidential

Responsibilities:

• Driver updates, Antivirus/Anti-Spam, PC maintenance.
• PC Hardware: repair, replacement, build new gaming PCs, parts procurement, etc.
• Cable wiring, networking, Wi-Fi router configuration.
• HP multi-use Printer configuration. Assist customers with print, scan, copy and fax.
• Assisting customers with basic PC use, email, MS office - Word, Excel, PowerPoint.
• Preformed various freelance projects: Small office network support, at home PC repair, PC build and installations, etc.