SUMMARY

• Long - term experience providing the best possible professional technical support services.
• Provided support for internal and external users/customers locally and remotely.
• Hands on support for XP àWindows 7 and MS Office 2003/2007 à MS Office /2010/2013 and Office 365 migrations.
• Outlook 2010/2013 email Configuration on User Profile. It should Resolve as per User ID; Manual Config if needed. User PST archive backup and Restore.
• Restore/Mapping User Archived PST’s.
• Outlook Troubleshooting if there issues from Refresh.
• Proficiency in configuring, upgrading, and imaging Windows 7, Vista/XP/2000/NT.
• Experience with Lotus Notes/Outlook and Exchange migrations.
• Configuration and upgrading of Microsoft and software.
• Ability to setup new workstations and printers, stations, phones, Internet access and various migrations.
• Administration in Window Server 2000 - 2003 Active Directory management.
• Supported Lotus Notes 6.x - 7.3 (CT Corporation 2002 - 2005).
• Printer and print queue administration/configuration.
• Server and workstation backup with VERITAS Backup Exec.

TECHNICAL SKILLS

• Blackberry support.
• Hardware and software deployments: Ghost to create Corp Images.
• Support Microsoft Office Suite and Outlook (2003 - 2013). Standalone and Office 365 (Subscription).
• Lotus Notes 6.5.x - 7.3.
• Active Directory administration.
• Mac Operating System, MacBook Pro/Mac Pro-OSX 10.3-10.6,Safari, Entourage, Parallels.
• SAS Install and configuration 9.2/ 9.3 Windows environment.
• Microsoft SCCM client-inventory management, which provides both hardware and software inventory across a business enterprise.
• PC/laptop support.
• Wi-Fi issues, VPN issues.
• Remedy, Peregrine, Help Desk authority and Service Desk ticketing systems.
• Worked with Altiris/Tivoli for software management and deployment.
• LAN support - network connectivity issues.
• Use of Remote Desktop software to support remote users.
• Windows 2000/XP/Vista/Windows 7.
• Mobile Support- Blackberry, Iphones, Ipads, Android and Windows Smartphones.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Analyst

Responsibilities:

• Originally was hired to be part of the Migration team but Mgr wants me to be on the Desktop team due to Experience.
• Was assigned to Senior Desktop lead and start working on the Ticket Que as it past their threshhold.
• Use of Remedy for update/closure of tickets.
• Desktop Support duties
• Outlook Issues Troubleshooting and resolution.
• Follow up support for users/groups that have been Migrated From Windows XP to Windows 7.
• Use SCCM to update/push applications as per user needs.
• Work with Mobile Devices-Smartphones, OSX, Android and Windows Mobile.

Confidential, NYC

Desktop Support Analyst

Responsibilities:

• Desktop Support Lead who managed 4 Dell technicians on Windows 7 migration.
• Active Directory Administration (Move PC’s and Laptops on correct OU in Active directory during Upgrade process).
• Support Investment Banking, Equities and Fixed Income.
• Day1&2 support Windows 7 upgrade.
• Office Installs (Office 2007 - 2013); Manual and through Altiris. (Standalone, Office 365).
• Outlook 2010/2013 email Configuration on User Profile.
• Backup/Restore User PST files to new PC or laptop.
• Outlook Troubleshooting issues depending on Ticket.
• Use of SCANPST Utility to fix PST Corruption and related issues.
• Windows 7 upgrade through Lite Touch and Zero Touch deployments.
• Scheduled and pushed through Altiris.
• USMT backups for users again through Altiris
• Install Market Data applications such as Thompson One, Bloomberg Terminal, Intex calc, and Capital IQ.
• Install the Excel and PowerPoint addins depending on Business Unit.
• Install Citrix Desktop, Citrix Receiver Enterprise (depends on User Group), or Citrix Plugin Full.
• Upgraded Conference PC’s, SmartBoards to Windows 7 via Altiris.

Confidential

Desktop Support

Responsibilities:

• Short term desktop work-Outlook migration from Lotus Notes 8.5 on the client side.
• Lotus notes to Office 2013/ Office 365 based Migration.
• Outlook 2010/2013 email Configuration on User Profile.
• Backup/Restore User PST files to new PC or laptop.
• Outlook Troubleshooting issues depending on Ticket.
• Use of SCANPST Utility to fix PST Corruption and related issues.
• Remote in to user’s desktop/laptop to perform email client configuration as per documentation.
• Final check performed through Screen Shots provided and relayed to manager.

Confidential

Desktop Support

Responsibilities:

• Scheduled users for migration.
• Perform data backup of corresponding PC.
• Perform migration from XP/Office 2007 - Windows 7 Prof/Outlook 2010.
• Backup/Restore User PST files to new PC or laptop.
• Outlook Troubleshooting issues depending on Ticket.
• Use of SCANPST Utility to fix PST Corruption and related issues.
• Restore data to deployed PCs and final configuration.
• Make sure everything works before sign off from user.
• Bring old equipment to storage for recycling.
• Update Remedy Ticket and Asset Inventory as per guidelines.

Confidential

Desktop Support

Responsibilities:

• Perform migration from XP/Office 2007 - Windows 7 Prof/Outlook 2010.
• Outlook 2010/2013 email Configuration on User Profile.
• Backup/Restore User PST files to new PC or laptop.
• Outlook Troubleshooting issues depending on Ticket.
• Use of SCANPST Utility to fix PST Corruption and related issues.
• Work according to staging guide as provided by company.
• Responsible for supporting both hardware and software.
• Use of SCCM to get current inventory (old PCs and laptop).
• Use of SCCM for application install requests.
• Use of Active Directory to administer user/PC accounts - password, domain change.
• Changeover from Dell machines to Lenovo machines.
• Run a script to backup user's data including data folder in notes (NSF, user ID and desktop Dsk).
• Run boot up DVD or USB dongle to initiate boot up and bring down the new Windows 7 image.
• Responsible for Outlook configuration, ran scripts to restore user data to new PC or laptop.
• Map network printers and make sure everything works.
• Render support for a day or two and then regular support takes over.
• Use Altiris to for creation/backup of old computer image by Console.

Confidential

Desktop Support

Responsibilities:

• Migration from Windows XP to Windows 7.
• Use of SCCM to do inventory for PC Refresh.
• Upgrade Office 2003 to Office 2007/2010. (Office 365 Subscription based).
• Outlook 2010/2013 email Configuration on User Profile.
• Backup/Restore User PST files to new PC or laptop.
• Outlook Troubleshooting issues depending on Ticket.
• Use of SCANPST Utility to fix PST Corruption and related issues.
• Upgraded users for Trading Floor, developers and other levels.
• Desktop support duties (various).
• Win XP/Windows 7 environment.
• Use of Altiris to push updates/patches to clients.
• Blackberry/smartphone troubleshooting (BES/activations). (Iphones).
• Use of Ghost Imaging to implement Image via Auto Casting; worked with WDS/ PXE.
• Active Directory user/computer management.
• Cisco Softphone install and configuration (Cisco Call Manager).
• Cisco VOIP phone setup and configuration.
• Support backend/developer user base.
• RDP remote support/client facing.

Confidential

Desktop Support

Responsibilities:

• Desktop support duties.
• Use of Help Desk authority for ticket tracking.
• Win XP/Win 7 environment.
• Office 2003/2010 upgrade.

Confidential

Desktop Support Analyst

Responsibilities:

• Servicing Confidential sites in Long Island for Windows support.
• Remedy for ticketing and tracking.
• Windows 7/XP environment with Mac support (VMware/Windows).
• Imaging/Ghosting process for laptops and desktops.
• Apply OS/software updates through push or manual installation.
• Work with all types of users such as in Call Center, HR and VPs.
• Assist main desktop support team in various locations in Long Island.
• Dell laptops and desktops (Latitudes and Optiplex).
• Blackberry Bold activation through BES.