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 Windows 7 and MS Office 2007 MS Office 2007 migrations.
• 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.

Skills

• Blackberry support.
• Hardware and software deployments Ghost to create Corp Images.
• Support Microsoft Office Suite and Outlook 2003 - 2010 .
• 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.

Professional EXPERIENCE

Confidential

Desktop Support Analyst

• 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.
• Project is on hold currently due to Migration issues.

Confidential

Desktop Support Analyst

• Desktop Support Lead who managed 4 Dell techniciens 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.
• 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

• Short term desktop work-Outlook migration from Lotus Notes 8.5 on the client side.
• 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

• Scheduled users for migration.
• Perform data backup of corresponding PC.
• Perform migration from XP/Office 2007 - Windows 7 Prof/Outlook 2010.
• 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

• Perform migration from XP/Office 2007 - Windows 7 Prof/Outlook 2010.
• 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

• Migration from Windows XP to Windows 7.
• Use of SCCM to do inventory for PC Refresh.
• Upgrade Office 2003 to Office 2007/2010.
• 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 .
• 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

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

Confidential

Desktop Support Analyst

• Working as a Field Desktop Support Analyst with CableVision client .
• Servicing CableVision 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.

Confidential

Desktop Support Analys

• Team Lead managing four consultants on onsite for prep/configuration/test/deployment on Win7 PCs.
• Windows 7 migration from Windows XP.
• Use of Ghost Imaging Windows deployment tool.
• Worked with WDS and network disk for Image deployment.
• Configure Office 2010/Outlook client to Exchange server.
• Set up Outlook accounts for each user.
• Restore user data to new PCs/laptops.
• Install software packages as per user/dept. request.
• SAS 9.2/9.3 install for Salesforce and product support group etc.
• Win XP and Windows 7.
• SAS Deployment Wizard install network share or DVD .

Confidential

Desktop Support/Remediation

• Onsite for Laptop refresh from Windows XP to Windows 7 Windows 7 Migration to Lenovo X-Series laptops/tablets.
• Use of SCCM for inventory tracking and logging of PC/laptop on the network.
• Use of Ghost imaging to implement Image via Auto Casting.
• Worked with WDS and use PXE Boot for Image delivery.
• XP Virtual Mode configuration.
• EFS/Bitlocker implementation.
• Configured Lenovo hardware for each corresponding user ID and migrated data and corresponding applications.
• Set up Outlook accounts for each user.
• Onsite liaison for telecommunications in determining wireless carrier based on existing user accounts and upgrades Changeover/AT T and Verizon .
• Follow up support for users migrated to Windows 7 on whatever questions/issues they might have.
• Use of barcode scanner through Excel spreadsheet for tacking and inventory purposes.
• Cisco VOIP phones basic setup and configuration Cisco Call Manager .
• Coordinate with Third Party vendors on specific tasks and follow through updates.

Confidential

Desktop Support Analyst/Technical Support Dell

• OSX support of OSX Tiger Leopard
• Dedicated support person for VIP corporate.
• Laptop deployment and support on HP desktops.
• Support for Outlook 2003-2007 client/Exchange issues.
• Putting in correct server path to Exchange for connectivity.
• Use Ghost for imaging.
• Backup/restore user data to desktop/laptop and deploy to user.
• Use of AD for administration of users/ PCs to domain.
• JDE One World installs/configuration.
• Installs/configuration MS Visual Studio 2008-TFS and .NET applications.
• Multiple Microsoft application installs/configurations Office 2003-2007 installs and troubleshooting MS SharePoint install/configuration and troubleshooting Client side .
• Business Objects Crystal Reports installation and configuration.
• SAS 9.2/9.3 installation for Salesforce and product support group etc.
• SAS Deployment Wizard install network share or DVD .
• Remedy 7.x for ticket tracking and requests/projects.
• Update desktop/laptop inventory sheet.
• WiFi/VPN installs and issues Marimba Tuner troubleshooting WIFI/LAN issues.
• Setup new workstations internet access stations.
• RSA Security - RAS/VPN SecurID troubleshooting/configuration Hard/Soft Token .
• Basic support of VOIP Phones Cisco 7900 series connectivity.
• Maintain/meet customer needs within SLA constraints.
• Provide technical support for onsite and remote users.
• Deployed network printers.
• Configured printers for Static IP.
• Deployed laptops Dell D430 s to management.
• Domain administrator duties - Active Directory.
• Supported law and business group/Legal Research.
• Communicate/work with outside vendors for problem resolution and response.
• Responsible for Asset Tracking/Management through Remedy on all hardware deployed and/or received.
• Supported users with Lotus Notes 6.x on client PCs.
• Setup conferences as per ticket request for meetings and gatherings.
• Supported users using MacBook Pro/Mac Pro- OSX 10.4 Tiger .
• Responsible for Asset Tracking/Management through Remedy on all hardware deployed and/or received
• Support for Windows 2003 Server - developer workstations.
• Supporting different user groups such as insurance services CT Corporation marketing etc.
• Install/configure PC for developer use Visual Studio Oracle Client Business Objects Crystal Reports installation and configuration.

Confidential

• Desktop Support Analyst
• Provided desktop support for developers and bankers/back office/traders as well as requested to work directly with VIPs providing level 1 and 2 technical support resolution.
• Windows XP SP2 environment.
• Office 2003 Suite support - Outlook issues.
• Active Directory administration for user /PC management.
• Support for PCs/laptop hardware and software.
• Support MAS 360/VPN issues.
• Support Cisco Aironet Wi-Fi Cards.
• Install/configure EFS encryption on laptop builds - EFS Keys/CA implementation.
• Bloomberg installs/setups.
• Royal Blue Fidessa Trader/sales installs and configuration.
• Reuters Bridge Station version 8.2.2 installs and configuration.
• Blackberry support - 8800 series
• Symantec Anti-Virus corp edition.
• Use of Peregrine 6.x for ticket tracking and resolution.

Confidential

Desktop Support

• Provided desktop support/day one support for users in various divisions such as Trading Floor Investment Banking Equities and Equity Research as well as Information Technology groups.
• Worked on OMNI 3.4.1 upgrade.
• Windows XP SP2/scripted environment.
• Support for Office 2003 Suite.
• Support for Outlook 2003 Client/PST file management.
• Support Blackberry/Desktop Manager issues.
• Use of Remedy Ticketing for ticket tracking and resolution/escalation.
• Application installation through svb Scripts.
• Use of Altiris software delivery Carbon Copy for remote desktop support.

Confidential

Desktop Consultant

• Work with various internal IT teams to ensure rapid resolution of reported issues.
• Support IBM ThinkPads and Dell desktop systems.
• Ghost Imaging to desktops/laptops and configuration for RAS/VPN/Firewall Sygate .
• Use Altiris for pushing applications/loading images and for remote control Carbon Copy .
• Use Magic Ticketing for ticket tracking.
• Domain administrator duties - Active Directory.
• Supported marketing HR sales legal and creative depts. in NY side.
• Bloomberg support hardware and connectivity issues .
• Support Lotus Notes 6.5x client on the desktop.
• PDA/ Blackberry support - synching issues redirector settings.

Confidential

• Provided desktop support/day one support for users in various divisions such as Trading Floor Investment Banking Equities and Equity Research as well as Information Technology groups.
• Worked with Market Data Reuters Bloomberg and related applications.