OBJECTIVE

My objective is to utilize my technical administrative and organizational skills to promote growth and foster my professional development. I strongly believe that my 15 years of professional work experience and customer service will benefit any future employer.

EXPERIENCE

Confidential

Project Assistant

• Responsible for the day to day management of the support team charged with coordinating laptop rollout for 1300 summer interns and new hire students.
• Oversee project to prioritize resolve and implement system changes and fixes with development staff and LOB.
• Create/track daily responsibility for support team reporting weekly status to senior project managers. Generate weekly reports presenting trends to senior management team to generate ideas for potential future project enhancements.
• Team member responsible for computer hardware and software support coverage utilizing BOA/ML administration tools including Active directory
• Team member responsible for providing training and best practices to ensure consistency.
• Deployed and configuration of market data tools Bloomberg FactSet Pitchbook Reuters and administered all accounts for 800 equity and debt traders. Setup/Support devices including blackberry and IPhones.

Confidential

Rollout Consultant

• 400 Banking and Trading users build and configuration of PC s from a pre-defined build image including downloading and testing of customer profiles and applications.
• Perform physical hardware upgrades additional memory etc and the installation of items such as PC s screens and peripherals. Co-ordination and scheduling requests with supporting teams including the hardware and software installation of desktop equipment.
• Provide high levels of customer service when working in a highly pressurized environment. Liaise with 2nd 3rd line teams to ensure resolution of complex IT issues to ensure delivery of service to the business..

Confidential

Help Desk / Customer Support

• Provided phone and remote support to 44000 web base clients using in house management tools including Front Page and SQL Management. Provided executive support to SEC Regulators during Company Audits. Monthly Task includes product fulfillment online newsletters website content updates NT Backup.
• Schedule/setup weekly on demand training for current users and demos for new users on all NRS products.
• Setup / support computers networking and AV equipment for tradeshows and education seminars. Team member responsible for in house installation configuration and troubleshooting of Win XP- Win7 hardware and software.
• Managed the equipment procurement life-cycle including purchasing and decommission interacting with vendors and business managers to manage and build relationships.
• Create documentation for system administrators on SharePoint and Wiki sites to utilize as reference materials or consistency in resolving client requests. Use of Active Directory Citrix Cisco VPN Port Activation Remedy Action System Office 2k3 365. Liaison between developers senior management and clients.
• Work with SCRUM manager products team and developers to test new releases of NRS s applications.

Confidential

Desktop / System Administrator

• Facilitated technology support of Merrill Lynch s 10 000 Investment Bankers Sales and Trading and Back Office Executives on WinXP/2000/NT with Office 2000/2003. Team member for mobility team specializing in blackberry remote access and vpn. Team Member of technical support analysts in an extremely fast-paced environment aimed to achieve complete client satisfaction.
• Provided support for worldwide clients in an Active Directory environment. Managed problem ticket queues in Maximo resource portal averaging 50 break-fix tickets per day. Cross train all new hires and bring them up to speed on the ML environment. Setup and support Webex conferences for more than 300 callers. Setup AV equipment for ML Marketing Group including projector/ screen setup / mapping PA sound and audio mixing. Troubleshoot hardware issues on desktop/laptop contacting vendors for parts replacements. Coordinate and support IMAC projects up to 25 users. Troubleshoot and resolve numerous Microsoft application issues with add-ins and plug-in s including Bloomberg FactSet Pitchbook and Reuters.

Confidential

Desktop Support / AV Contracted by IBM

• Provide technical support to 20000 associates at product launch and sales training. Responsible for installation configuration and troubleshooting mobile devices on wireless environment. Support VPN Client remote desktop share devices printer PST files Office 2000/2003 using Pfizer s admin tools. Setup conference rooms with Web-Ex meeting projection system and audio equipment for recordings and broadcasting.
• Cross train user on application transitioning from sales logics to sale force and lotus notes to MS Outlook.

Confidential

Help Desk Technician

• Implementing daily desktop rollout installing hardware and software 100 satellite stations Contribute to team effort by accomplishing deadlines
• Administrate user accounts and share drives access Maintain repair or upgrade Desktops Laptops Printers scanners..

Confidential

Desktop Support

• Provided on-site technical support for Investment Bankers Sales and Trading and Back Office Executives. Responsible for troubleshooting desktop and network related issues for over 3 500 users
• Implement network upgrades patches drivers and peripheral components. Deployment and Installation of PC hardware and software.
• Troubleshoot hardware issues on desktop contacting vendors for parts and replacements.
• Resolve network issues such as LAN configuration printing and dial-up