TECHNICAL SKILLS

Software: Microsoft Office 2003/2007/2010/2013, Norton Anti AV, Mcafee AV, Ghost, Snag IT, Blackberry Desktop Manager, Adobe Acrobat, Bloonberg, Market Access, WinFits, Market Monitor, Broker Tec, Bonds.com, and various other industry standard as well as proprierty tools/utilities/apps

Operating Systems: Win XP/Win 7/Win 8/Win10

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Desktop Support/Helpdesk

Responsibilities:

• Supporting C - level executives, maintained close relationships with executive assistance to ensure enhanced service support
• Interact with clients, in person and over the phone to troubleshoot and install printers, computer hardware, configure network settings, and provided assistance to inquiries, concerns about products and services. Also used dame ware and log me in to provide remote support
• Maintain end-to-end ownership of related incidents even through escalation to external vendors or internal resources
• Follow up with customers via phone and email to ensure issues have been resolved
• Participate in moves, adds, and changes as they relate to the technology environment
• Setup New Hires, installations configure desktop/laptop email, printer and any other related task and educating new hires in IT processes
• Ensure all issues and tasks are their resolutions have been recorded in the Service Now ticketing system
• Some working knowledge of active directory to create, modify and delete user accounts, change or assign permissions, reset passwords
• Install, upgrade support and troubleshoot Win7/Win10 Office 2010/2013 and any other desktop applications
• Some Mac OS experience
• Maintained laptop loaner pool and presentation equipment are logged within service now
• Escalate issues involve experts whenever required to resolve issues as quickly as possible
• Provide support for Blue Jeans Video Conference System
• Mobile device support for iPhone, iPad, Android. Also installed VMware AirWatch on all mobile devices including laptops
• Provide on call support after normal business hours on a rotation basis

Confidential, New York, NY

Executive Desktop Support

Responsibilities:

• Desktop level support, supporting executives providing “white glove” service
• Respond to phone calls, emails, and dispatched requests for technical support through Service Now
• Quickly and effectively diagnose and resolve issues related to PCs, mobile devices, video conferencing, application software, telecommunication issues, network issues and servers
• Install a variety of hardware/software for executives
• Mobile device hardware setup & deployment (build, configure, deploy, train users on iPhones, iPads, and Android etc.)
• Setup and support video conference meetings utilizing Skype for business, and Polycom conference units
• Serve as liaison between various groups within the department and company to quickly troubleshoot issues
• Perform hands-on technical support for Windows PCs, Macs, IOS devices, and line of business specific software with emphasis on the Microsoft Office 365 product suites
• Utilize a “fix it twice” mentality to use tactical solutions to get systems immediately stable, but then follow up with a strategic fix soon after; test fixes to ensure that they are working
• Access software updates, drivers, knowledge bases and FAQs on the internet to aid in issue resolution
• Field incoming requests and issues from end users and document the information using Service Now
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken until resolution is achieved
• Lease replacements (retrieve, stage, build new computers, run restore, install / test apps, deploy new equipment, wire management, return old equipment to Inventory)
• Excellent customer service skills, strong prioritization and multi-tasking abilities
• Adept at learning software and hardware used and supported by the organization
• Other duties as assigned by the User Support Manager

Confidential, New York, NY

Fixed Income Trading Floor Desktop Support

Responsibilities:

• Fostered and developed relationships with clients and other support groups. Also provided end user training and technical solutions, and conducted equipment demonstrations
• Provided support for software and hardware peripherals for Fixed Income division (FX, Rates, Future, SP, Credit and PROP trading business groups of over 400 traders)
• Configured special keyboard\mouse switches that work with multi PCs & monitors setup
• Supported multiple mobile platforms technologies such as Blackberry, iPhone, iPad, Android for Trade Floor (VP’s ED’s, MD’s and ED’s) as well as remote login using RSA token
• Used Cisco/Avaya VoIP Call Manager/Unity Connection Ver. 8.6.2 to create/modify/delete phone accounts, Polycom’s and reset voicemail pin numbers
• Provided monitoring and systems administration for Active Directory, system update, remote support for branch offices
• Familiar with Fixed Income Market Data applications: Bloomberg, Reuters Eikon, Tradeweb, ION Trading, ICAP, Citi Yieldbook, Fidessa, Brokertec, Espeed, BGC, FX connect, Tradeblade, MarketAxess, Intex desktop and dealmaker, S&P Level, CAS, WinFit, etc..
• Working knowledge of MAC IOS, Win XP/7/8, Microsoft Office 2007/2010, etc.
• Performed Trading and Non-Trading floor moves, adds and changes (MACs)
• Completed new USA main office trading floor build out and trading floor move project
• Successfully completed Windows 7 deployment project within designated time

Confidential, Nyack, NY

Desktop Support

Responsibilities:

• Provide desktop support to small and large clients
• Participated in a project to roll out the Good App on over 1,300 client’s iPad’s, iPhone’s, & Android devices
• Worked with various client to identify software and hardware related issues
• Participated in projects to migrate clients from Win XP to Win 7
• Troubleshoot network related connectivity problems
• Resolved support calls via in-house NVT Helpdesk Software
• Desktop imaging using Acronis

Confidential, Weehawken, NJ

Executive Desktop Support

Responsibilities:

• Provided desktop support to senior executives during regular and non-business hours
• Work with executives to identify software and hardware related issues
• Troubleshoot network related connectivity problems
• Participated in project rollout from Win XP to Win 7 to senior executives
• Setup and configured video conferencing software using Avistar on Laptops & PC’s
• Resolved support calls using Remedy, and in-house proprietary Helpdesk software
• Used remote control software to remote into Executives Laptop and PC’s
• Configured and installed mobile devices such as Blackberry’s, iPhones, & Androids
• Performed software updates and application rollouts
• Performed moves, adds and changes
• Utilized Ghost cloning software for deployments
• Ordered equipment, and arranged data transfer for visiting executives

Confidential, New York, NY

Equity Trading Floor Desktop Support

Responsibilities:

• Member of support team responsible for supporting 530 local & remote clients
• Bloomberg and Reuters installation
• Provided support to staff and visiting clients
• VPN troubleshoot, configuration, maintenance remote access
• Installed and configured mobile devices and PDAs
• Responsible for software updates and application rollouts as needed
• Updated documentation as required
• Performed adds, moves, and changes
• Supported users in Active Directory/Exchange environment
• Utilized Ghost cloning software for deployments
• Setup and supported applications, peripherals, workstation’s configurations and troubleshoot
• Operating system installation, configuration, and troubleshooting (WIN 2000, WIN XP)
• Setup and troubleshooting all aspects of day-to-day computer operations related to (Network, Applications, Peripherals, Database connectivity, issues.)
• Edited user group and computer policies