SUMMARY:

• IT Support Analyst with 7+ years providing various levels of technical support to financial and government industries.
• Areas of expertise include Windows 95, 98, NT, 2000, XP Pro and Windows 7, Windows 8, Windows 8.1, Windows 10, PowerShell, SCCM O365, and Apple Mac Laptops.
• Excellent written and oral communication skills.
• Good judgment, problem - solving, and decision-making skills.
• Possessing wide spread knowledge and experience as a Mac Tech Support Technician, I find myself a resourceful employee who can efficiently deliver excellent results at workplace and prove to be an asset to the organization.
• Identify and resolve all errors found within a Macintosh system and/or application.
• Work well within a team and coordinate with team members to maintain proper work flow.
• Hands on expertise with business applications (Bloomberg, Thomson Reuters Eikon, Aladdin Blackrock, etc.), security (threats, virus, patches, hotfixes, firewall configuration, domain and server update utilization, etc.), system integration, troubleshooting, identifying and resolving technical issues.

TECHNICAL SKILLS:

OS/ Platforms: Windows XP/7/8/10, Exchange server 2007, Apple Mac OSX.

Server Apps: Active Directory, SCCM 2012 R2, VMWare, Hyper V.

Ticketing Sys: Remedy, Service Now, My Services

Applications: MS Office, MS Visio, MS SharePoint, Symantec Ghost/Executive Support Client Backup, Citrix VPN, Bomgar, FileZill, Blackberry UEM Client, Good For Enterprise, Bloomberg Terminal, Thompson Reuters, Blackrock Aladdin, TradeWeb.

Networking: TCP/IP, NetBEUI, DNS, DHCP, Ethernet, VPN, HOSTS, Hummingbird, VOIP, and FTP.

Devices: iPad, IPhone, Samsung, Blackberry, Nexus tablets, Surface Pro.

Mobile Apps: GOOD WORKS, Blackberry UEM Services, Bloomberg, Outlook Exchange.

Hardware: Motherboards, Power Supply, RAM, HDD, Printers, Scanners, Routers, Modems, NIC Cards, Data servers, Hubs, Switches, & Docking Stations.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Application Support Analyst

Responsibilities:

• Evaluated network machines and implemented to update bios throughout all Confidential desktops.
• Crucial member in successfully migrating all 170 users in the Market Room from Windows XP to Windows 8.
• Crucial member in successfully migrating all 170 users in the Confidential Market Room from Windows 8 to Windows 10.
• Worked with integrating Apple devices with Active Directory.
• Supported 10-15 Executives (SVP and higher) on various levels of support.
• Held responsible for 24/7 support for all Executives in the company. (Home visits were required).
• Assisted board member with setting up conference rooms with Audio and Video support.
• Utilized cisco audio and video products to conduct in house meetings along with remote users connecting to meeting.
• Worked closely with Exchange team for Blackberry Migrations.
• Troubleshoot Blackberry product and applications.
• Assisted users with configuring GOOD for Enterprise as well as GOOD Works, also using Blackberry UEM client to maintain the GOOD applications on IOS devices after migrations.
• Adding and deleting users off GOOD Work and UEM blackberry admin portal for proper safe keeping.
• Successfully launched 5 Tech Center for Confidential Organization.
• Worked with Network/Telecom and UNIX groups to enhance and maintain infrastructure and to solve user issue.
• Successfully assisted our exchange team to migrate clients to the Confidential Cloud in 2016.
• Working experience in MACs and IPAD and apple device.
• Used remote tools such as Bomgar to assist clients that were not in office.
• Managed RSA and VPN consoles for end users using Bomgar.
• Managed MS Exchange servers, AD applications and public folders with O365.
• Migrated clients from Confidential Office 5 in .
• Resolved tenancy technical issues and monitored Office 365 systems.
• Administered and supported Office 365 and MS Exchange policies.
• Analyzed and resolved technical issues relating to system architecture.
• Automated and executed Office 365 procedures utilizing Windows PowerShell.
• Used SCCM 2012 R2 to deploy business applications to users, update patches and task sequences, generate and update reports, creating device collections for required objects.
• Administer Confidential SCCM 2012 environment, including creating or editing security groups, application deployments (collections, advertisements, task sequences, and PowerShell scripts), patch management, general troubleshooting, log analysis, upgrade and recommendations on current infrastructure.
• Worked with Network Security team to ensure proper SCCM ports where implemented.
• Packaged, advertised and deployed third party security updates.
• Confidential SCCM 2012 troubleshooting, installation of applications, backup, recovery & disaster recovery.
• Analyzing and applying patches, service packs, and infrastructure updates.
• Installed and configured Citrix onto end users machine’s for business use.
• Guided users on how to use Citrix Retriever when working from home using VPN client to connect.
• Responsible for analyzing and creating new images using Symantec Ghost.
• Assisted with Smart Board deployment for Confidential, educated Confidential staff on how to work the Smart Board by creating a user’s manual.
• Provided Market Room users with all tiers of support, mainly to Market data, Desktops, Applications, and Infrastructure issues.
• Held accountable for testing new hardware such as monitors, desktops, laptops, etc. To see what will make traders work more efficient.
• Setup Windows/Apple based laptop for multiple field users.
• Offered Blackberry and IPhone assistance to users with battery, password reset, software upgrade, and email/text issues.
• Acted as a resource desk for other Technical Help Desk personnel with problems/issues when needed.
• Answered telephone calls and e-mails and provided online assistance to all MAC clients.
• Visited clients office when the problem could not be resolved through online or remote desktop assistance for both MAC and Window products.
• Documented all requests received and services performed for Mac products.
• Installed third party applications for MAC products.
• Maintained records of inventory for MAC products.
• Assisted high level executives (VPs, SVPs, and Board Members) to work remotely using their personal Apple products.
• Assisted clients with upgrading Operating Systems from Windows (Lenovo) to Apple MACS.
• Trained users on how to install and configure IN HOUSE applications on both their APPLE and ANDRIOD devices.
• Diagnosed and trouble-shot a variety software and hardware issues for both Mac and PC and multiple operating systems.
• Provide high-volume support via processing, ordering, and imaging, configuring, and resolving hardware & software issues.
• Assists with diagnosing malfunctions and repairing desktop computers, monitors, printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects.
• Maintaining the inventory for all computer/laptop equipment.
• Troubleshoot offsite users with VPN problems; pin reset, token fix, and unlocking account.
• Blackberry Support for field technicians and various internal customers.
• Create user Account, Password reset and elevating rights to all users with Active Directory.
• Used Remedy as a ticketing system for logging and tracking all helpdesk calls.
• Successfully transitioned from Remedy platform to one mainframe called Service now.

Confidential, Washington, DC

Desktop Support

Responsibilities:

• Helped managed workgroup activities for the installation, repair, update of computers, printers, and scanners.
• Tasks include monitoring and initiating security, updates, patches, enforced all security policies and directives.
• Troubleshoot offsite users with VPN problems; pin reset, token fix, and unlocking account.
• Ensures new user accounts and end users are configured to access to appropriate resources (i.e. printers, map network drives, Confidential Outlook email, and share drive permissions).
• Monitored the Help Desk Ticketing System remedy as part of our SLA and metrics system.
• Creates, troubleshoots and manages user and group accounts using Active Directory.
• Manages and resolves user trouble tickets using remedy Ticketing System.
• Strong knowledge with MS office suite especially MS outlook by enabled items, out-of-office message, and email groups with rights, and created PST folders.
• Deployed Host Explorer (Previously Hummingbird) as a PC-to-host emulator also used Host Explorer on various browsers.
• Troubleshoot basic to advanced hardware and software issues on a wide variety of machines, including Mac and Windows operating systems on site and remotely using Web-ex Remote Support and ADFS.
• WinXP and Win7 installation and support andConnectivity to external websites.
• Performed Help Desk / PC Level I and Level II support for users and clients.
• Upgraded various laptops and desktops to the latest patches and Antivirus software.
• Help in planning and implementing the built out of Confidential Disaster Recovery Site.
• Help in planning and implementing the migration of Windows XP to Windows 8 on production trading floor and Disaster Recovery sites for Confidential .
• Successfully completed Windows 8 migration for all Market Room users in the 4000 building at Confidential .
• Successfully completed Windows 8 migration for Confidential disaster recovery site in 3900 building.
• Successfully assisted with the deployment of Confidential Tech Center for all its regional offices.
• Successfully migrated all of Confidential users from windows 8.1 to windows 10 in 2016.