SUMMARY

• 7+ years providing Helpdesk / Desktop support.
• Utilized Orbit, Norton Ghost and Windows Deployment System to clone and deploy PCs and laptops.
• Troubleshot and supported end users with connection or access issues with VPN/VDI environment.
• Created and managed users in various programs including MS Exchange, Office 365, RSA, Skype for Business, and Directory.
• Troubleshot and repaired software and hardware issues relating to LAN’s, desktops, laptops, printers, and mobile devices.

TECHNICAL SKILLS

Operating System: Windows XP/7/8/10

Software: Active Directory, Office 365, Swift Alliance, CiBar, Bloomberg, Reuters, Windows Deployment System, Norton Ghost, Orbit, Clonezilla, VPN, VDI, VMWare, Citrix, NetSupport, Bomgar, GoToAssist, Airwatch, Touchdown, RSA Console, SolarWinds, SCCM, Lotus Notes, MS Exchange, Microsoft Office, Skype for Business

Hardware: PC’s and Laptops ( Confidential, Confidential, Lenovo, Surface), Printers and Scanners ( Confidential, Confidential, Confidential ), Servers and Switches ( Confidential, Confidential ), Mobile Devices (Android, iOS, Blackberry)

Networking: Remote Desktop Connections, TCP/IP, LAN, WAN

Ticketing System: ServiceNow, iVanti, ConnectWise, HEAT, iLog

PROFESSIONAL EXPERIENCE

Confidential, Jersey City, NJ

Desktop Support

Responsibilities:

• Responds to problem calls from users experiencing software, hardware and workstation issues by identifying those issues and performing all aspects of repairs.
• Open and monitor incident tickets, end - to-end incident manager, escalation to Tier-3 support engineers.
• Provide high-end quality customer service to the bank’s internal users to ensure complete satisfaction.
• Build workstations and laptops for users that need to work remotely

Support Engineer

Responsibilities:

• Provided support for traders and employee transition to work from home for the COVID-19 pandemic.
• Imaged Microsoft Surface Pros for use for home while providing support for onboarding.
• Troubleshot issues dealing with trading software including Reuters, Bloomberg, and soft turrets.
• Handled calls and e-mails supporting users who worked for home as well as in office.

Confidential, Jersey City, NJ

Infrastructure Technician III

Responsibilities:

• Provided support for 6,000+ employees, remote or onsite - relating to PC hardware, software, peripherals, or conference room audio/visual problems through Service Now.
• Coordinated with teams to move, install, upgrade, remove, and configure site IT assets.
• Reimaged and deployed PCs including Windows 7 to Windows 10 rollout, s user where applicable.
• Troubleshot any technical difficulty with PC/Mac hardware and software issues, Internet, network applications, configuration, peripheral equipment and patching cables.
• Created accounts in Skype as well as manage users through Active Directory and Office 365.
• Provided White Glove service to all users including C-Suite.
• Assisted user with BYOD for e-mail, WiFi, MDM.
• Escalated issues appropriately to the correct team after all proper troubleshooting has been completed.

Confidential

Support Engineer

Responsibilities:

• Provided 1st and 2nd level support remotely and on site for hedge funds, as well as going on site when applicable.
• Built out PCs and laptops for users, including user accounts, e-mail addresses, and RSA access.
• Troubleshot peripherals pertaining to the user’s desktop and or business tools relating to the desktop environment including mobile devices.
• Monitored circuits, firewalls, disk and CPU usage through SolarWinds, escalating where appropriate.
• Communicated highly technical information to both technical and nontechnical personnel.
• Escalated infrastructure issues to the local/regional contacts, contacting ISP where applicable.

Jersey City, NJ

Responsibilities:

• Demonstrated moderate to advanced knowledge in all aspects of desktop hardware and peripherals, Microsoft Operating Systems and industry standard maintenance.
• Provided real time 1st and 2nd level support while on the trading floor during trading hours, and provided notification to Service desk for tracking purpose post issue
• Assisted user with BYOD for e-mail and WiFi.
• Spec’d the purchase or acquiring hardware and peripherals as well as supplying initial build with the appropriate configuration and setup of new desktop positions as outlined according to the requirements approved and set by Service Now.
• Provided White Glove service to all users including C-Suite.
• Provided coverage and support for all remote sites, including the ability to travel on location when required.
• Documented all processes and contribute to additional troubleshooting procedures.
• Provided an End of Day Report (EOD), detailing all items that were completed, including any projects, tasks and or requests, during the latter portion of the day.

Desktop Support

Responsibilities:

• Built laptops and desktops using Orbit.
• Set up audio and visual conferences.
• Used SCCM to manage users and remotely log into machines.
• Set up phones, laptops, and desktops for attorneys visiting the office.
• Provided White Glove service to all users including C-Suite.
• Troubleshot issues with printers, computers, and mobile devices (including BYOD) - using Airwatch and Touchdown.
• Provided White Glove service to all users including C-Suite.
• Provided day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.

Confidential

Technical Support

Responsibilities:

• Handled calls relating to computer software and hardware issues for over 400 users in a professional manner.
• Managed Active Directory accounts; creating, deleting, and modifying where applicable.
• Provided White Glove service to all users including C-Suite.
• Installed various software including Bloomberg, NetX360, and SWIFT.
• Installed memory, video cards, monitors, keyboards, network and local printers.
• Escalated network and application issues where applicable to the correct team.
• Maintained passwords, data integrity and file system security for the desktop environment.
• Completed Disaster Recovery for the financial institution.
• Supported and troubleshot the VDI and VPN environment.
• Supervised team of 5 and trained new members that join the team.
• Reimaged and deployed PCs including Windows XP to Windows 7 rollout.
• Provided White Glove service to all users including C-Suite.

Computer Operator

Confidential

Responsibilities:

• Investigated error conditions in computer processing, equipment malfunction and/or network (on-line) performance in order to determine and/or apply the required corrective procedure or action.
• Maintained the physical inventory of computer operations supplies in a designated storage area and kept the various operation areas stocked with the supplies necessary for daily production.
• Set up, prepared, operated and performed preventive maintenance tasks on tape drives, computer on-line microfiche, disk units, printers, and similar devices.
• Controlled and monitored the on-line network from the central network control center.

Confidential, Piscataway, NJ

Network Operator

Responsibilities:

• Monitored 5,400 data center with operating systems of VMS, Windows, and UNIX.
• Built, installed and decommissioned servers; including memory, cpus, mezzanine cards, hard drives, etc.
• Installed and built CAT 5 cables, ran fiber cables, and other various network devices and equipment.
• Monitored global circuits with network topology of EIGRP and interacted with carriers.
• Troubleshot client calls for financial application with the stock market.
• Monitored, documented and escalated production issues and internal requests that arise.
• Trained new members of team.

Confidential, Raleigh, NC

Responsibilities:

• Provided quality customer care, resulting in customer satisfaction, retention, and loyalty.
• Adjusted scripts to better target the needs and interests of specific individuals.
• Demonstrated empathy while assisting with set up, troubleshooting, and usage concerns.
• Recognized methods appropriate to avoid recurring customer concerns.
• Researched customer issues by probing, isolating the problem, and logging correctly through iLog.
• Provided assistance with device set up, basic troubleshooting, and answered customers' commonly asked questions about iPhone, iPod Touch and iPad.