SUMMARY

• Professional, detailed oriented individual with years of Helpdesk and Desktop Support experience.
• Skilled in providing customer and end - user support; leading a team to maintain peak performance, and provide top-quality customer service.
• Articulate communicator that possess a strong ability to research and resolve problems.

TECHNICAL SKILLS

Operating Systems: Linux, Mac IOS and OSX Windows XP-10, Window Server 2003-12R2, SQL Server 2012R2

Services: Active Directory, AppRiver, Barracuda SSL VPN, Cascade, Checkpoint SSL VPN, Exchange ECP, FOG, IBM Endpoint, Infoblox, Junos VPN, Print Server, OWA, Rapid 7, SpamTitan, Vectra

Hardware: Apple, Checkpoint, Cisco 1700/2600 series routers/ 2900 series switch, Dell, HP, Lenovo, Juniper EX4300 series Polycom VX500

AV Software: Backup Software

Helpdesk System: Remote Monitoring

Software: Video Conf.

Financial Apps: Advent Geneva, Bloomberg, BIDS, Blockcross, Capital IQ, EZE OMS, Liquidnet, Luminex, Omgeo Oasys/Tradesuite

Tools: Fluke DSP Tester, Punch Down Tool, Tone Generator

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Coordinator

Responsibilities:

• Provide phone and technical support to a growing international company of 500 to 1800 users.
• Manage and monitor Zendesk queue to ensure no outages/terminations are being missed
• Deploy and support windows environment; Windows 7, 10
• Create/Terminate user accounts, security groups in Active Directory
• Support SaaS applications from acquisitions
• Provide additional training to new users on our applications and polices
• Provide additional support to Tier 1 and 2
• Responsible for checking the backup logs and file restores
• Assist in creating support documentation for staff and end-users

Confidential

Technical Support Associate

Responsibilities:

• Supported 53 end-users ranging from Analysts to Portfolio Managers in both CT and NYC locations
• Trained employees across multiple departments on network operations: log-in procedures, permissions, security, use of software
• Setup user accounts via Active Directory, assigned applications via OKTA and configured mobile devices using AirWatch
• Configured, maintained and monitored Automation system - delivery of trade files/daily reports
• Supported DR test and handled all issues; updated CIO with all issues
• Reported any outages regarding firm and IT applications; followed-up until completion
• Provided additional support to VMware environment with 40 virtualized Windows Servers: 03-12R2
• Configured and deployed computers for organization using WSUS/MDT
• Responsible for documentation (Apps, Nwk Diagrams, Licenses, Wiki’s)/ updating Iridian’s runbook
• Utilized Jira to create tickets with Cloud provider for technical issues

Confidential

IT Specialist

Responsibilities:

• Responsible for monitoring security vulnerabilities utilizing Vectra and Rapid 7
• Managed and monitored cellular data usage to ensure company stays within budget
• Responsible for onboarding new hire’s technical needs and training of station applications
• Addressed all inquiries, ensuring all employees are able to successfully navigate and utilize all work-related technologies and applications.
• Installed, configured, and troubleshoot hardware/software components and voice/data
• Managed computer refresh and deployed as needed; created and updated PC images
• Implemented and configured 175 Polycom VOIP Phones; monitor PBX and update as needed
• Responsible for port configuration and adding the proper VLANS

IT Support Analyst

Confidential

Responsibilities:

• Provided nationwide support via phone and remotely to 35 TV stations
• Active Directory Credential Management
• Managed OKTA SSO integration
• Handled and resolved 90% of all request made to the helpdesk using Gemini Tracker System
• Made System changes to Grant User Access to Applications

Confidential, West Hartford, CT

Computer Support Engineer / Asset Management

Responsibilities:

• Managed Helpstar ServicePRO ticketing system
• Provided end-user support with hardware/software while providing recommendations to computer and peripheral upgrades
• Managed Active Directory for students, faculty and staff
• Created, updated and deployed custom computer images using Symantec Ghost and Sysprep/WAIK while being responsible for the placement of all computer inventory
• Configured and deployed network printers using a reserved static IP while units deployed use DHCP
• Implemented an efficient organizational structure that minimized configuration and deployment times
• Managed students and provided additional supervision and support to the helpdesk
• Initiated and provided training for the helpdesk support staff

Computer Support Specialist

Confidential

Responsibilities:

• Main Point of Contact for training and technical support to the end-users
• Worked with the Network Engineers to create OU’s and User Accounts
• Diagnosed and troubleshoot all computer problems that arose.
• Managed all inventory supplies and computer purchases for the Business School
• Maintained, rebuild and installed any repurposed equipment
• Collaborated with Media Technology Services and the T.V Studio to ensure events commence smoothly