SUMMARY:

A highly motivated Support Technician with a strong sense of urgency to execute tasks and meet all goals. Strong customer service and interpersonal skills. Conscientious self - starter and a strong team player. Dynamic leadership skills developed from Supervisory and Team Lead position in multiple fields.

PROFESSIONAL EXPERIENCE:

Desktop Support/ Helpdesk Technician

Confidential

Responsibilities:

• Backup and Storage of Memory, Operating System upgrades
• Transfer of Computer Equipment from one location to another and Day One support for the user’s that were moved
• Talking to different venders/departments such as Telephone, Networking, and Market Data, Bloomberg System and Reuters
• Team Lead and Managed Moves and helped train new Technicians and helped thousands of users
• Surveyed user’s desk equipment before moves to make sure that all the user’s equipment was moved with the user
• Worked with Companies to have all equipment removed from sites that weren’t going to be used further
• Supported Disaster Recovery Sites to insure all system in place were operational and had the correct Operating System installed
• Contacted 3rd party vendors for software or updates for hardware such as Printers, Card Scanners, External Hard drives and CD/DVD drives
• Supported Network Ip phones such as Cisco and Avaya

Windows 7 Migration Specialist

Confidential

Responsibilities:

• Installed applications on the Win 7 systems and contacted and worked with user to test applications and install any missing application and add ins
• Worked with Desktop Team with locating and installing 3rd party applications
• Worked with team to install multi-port Cisco Switches so that we could have the new system online for the user’s to remote connect to test and or use
• Worked with Team Leads to maintain, support and Stock multiple Network Switches
• Worked with Service Now, Dameware, Migration Manager, SharePoint, Confidential Redrum, Excel, Confidential React. Contacted users by Phone, Email and Lync.
• Worked the Confidential Disaster Recovery Site, did an inventory replaced broken system, made sure system were in the right places and did prep work on system being installed at the site and walked the floor for support once the users were asked to come in and check their systems
• Worked with RBC’s desktop team to find application or install applications the bank chose to use instead as well as add ins
• Installed and Supported Market data applications such as Bloomberg, Reuters
• Worked with Project Managers to assure user’s and their Managers of the new system and to show them around the Operating System
• Worked with Project Managers to contact and/or locate user’s World wide
• Remote connected to help user with system issues across North America, Canada and India
• Worked closely with Developers with Staging and Testing new systems and reported up to their and my Managers any issues with applications not installable or not compatible with Win 7

Dell Windows 7 Specialist

Confidential

Responsibilities:

• Migrated user’s systems and operating system, monitored all users migrated to troubleshoot issues.
• Worked with JAS, FATT, Information Manager, Dashboard Post Deployment and Service Now.
• Reached out to the users by Phone, Email or in person to schedule Pre Deployments and to Trouble shoot issues.
• Informed Team Leads and Management of things missed in the Post and Pre Deployment scripts and Time Evaluation when working with Developers and Traders, and on Operations protocol of the Network infrastructure.
• Worked remotely to Post Deploy systems and to Trouble shoot user issues.
• Worked with Desktop team to get user’s issues resolved quickly and Correctly after Deployments

Hardware Break fix Specialist

Confidential

Responsibilities:

• Migrated user’s systems and operating system, monitored all users migrated to troubleshoot issues.
• Worked with JAS, FATT, Information Manager, Dashboard Post Deployment and Service Now.
• Reached out to the users by Phone, Email or in person to schedule Pre Deployments and to Trouble shoot issues.
• Informed Team Leads and Management of things missed in the Post and Pre Deployment scripts and Time Evaluation when working with Developers and Traders, and on Operations protocol of the Network infrastructure.
• Worked remotely to Post Deploy systems and to Trouble shoot user issues.
• Worked with Desktop team to get user’s issues resolved quickly and correctly after Deployments.
• Supported the entire trading environment and Back office user’s hardware needs, I.E. Break fix and Provisioning of new equipment.
• Provide support to Barclay’s remote sites globally and sent Technicians to sites that didn’t have support on site.
• Documented known issues and resolutions into a knowledge base that’s shared with our desktop team.
• Acted as Team Lead on high profile projects.
• Consistently met SLA’s & achieved top ten status globally for break fix tickets for the past Three years.
• Migrated users from XP to windows 7 in a domain environment and Office 3 to Office 7.
• Backup and migration as well as restoration of user data an Outlook PST files.
• Supported Network Ip Phones at user’s desk and in Conference rooms such as Cisco and Avaya
• Experience using Service Now 7 Remedy ticketing systems.
• End user support after completion of Windows 7 migration
• Resolved Market data applications issues with Bloomberg, Reuters and ADP

Desktop Support/ Team Lead

Confidential

Responsibilities:

• Built Operating systems for Confidential ’s North American branches consisting of 70,000 plus Pc’s
• Repaired, upgraded, installed applications and shipped out Pc’s, Laptops and other peripherals
• Also trained other technicians on this project to work on the second shift so that they understood how to troubleshoot issues as they occurred as well as the Manager that was bought in
• Did inventory on all Pc systems and Laptops that were used on site
• Stored all systems being migrated, and shipped all systems that where completed to Company sites and spoke with contacts to insure safe deliverer and that system were working upon arrival
• Worked with Project Manager to insure all schedules where meet and to get extra add in done on Time
• Worked with Network team to insure that we had appropriate network Ip’s to get the job done correctly
• Worked with the Desktop team to get user’s on site their systems completed as we dealt with user’s in North America and the user’s that worked in the site where we were located got added in and I trained a team to support that add in

Desktop Support/ Helpdesk Specialist

Confidential

Responsibilities:

• System Admin knowing their network and its infrastructure assisting user with their daily needs
• Virtual Request, Virtual Tickets which consist of Hardware and Software Talking with the User/Client over the phone or in person. Using Remedy Ticket system
• Supported thousands of users in this environment globally
• Produced Asset Disposal sheets for old equipment and handled procedure to have it removed
• Contacted other vendors for users to resolve problems for Pc systems, Laptops and Blackberry’s
• Vista Operating system upgrade consisted of moving the user’s data from the Old system to the New
• Resolved Hardware and Software issue as they occurred
• Trained New Technicians and Team Leads on the day to day operations.
• Worked with Team Leads to get the users ready for the migration weeks in advance
• Worked with Confidential ’s Helpdesk to resolve any Software and /or data that was lost to retrieve it
• Contacted Third Party vendors for trouble shooting software and hardware issues
• Worked with other Support groups such as Telephone, Network and Building Services to get user’s problems resolved.
• Worked with Personnel and Network printer issues and connections and driver installs
• Created SharePoint spread sheets to document user’s and the issues and methods used to resolve them

Assistant Manager

Confidential

Responsibilities:

• Key holder assisted the Manager with daily marketing and the running of the store
• Counted out registers at the end of the business day and the beginning and made daily deposits to the bank
• Trained New Employees and key holders on operations
• Greeted customers upon entering and leaving the store and assisted them with any knowledge of systems and games
• Sat in on Managers conference calls to be brought up on the latest marketing schemes and store closures
• Interviewed and hired employees for the holidays and wrote up employees that didn’t follow store procedures
• Did weekly inventory on all items in the store, and worked in different location while other managers were out on leave
• Created work schedules for all employees

Assistant Manager

Confidential

Responsibilities:

• Managed 18 to 25 people a week and Sales representatives
• Delegated work to employees to meet deadlines which consisted of Legal documents that were being copied
• Spoke with the client over the phone to grade the orders that they wanted copied and graded them from A to E with E being the hardest
• Created work schedules for the employees on the 2nd shift
• Interacted with the Managers from the 1st and 3rd shifts to make sure all jobs being ran got finished or continued to meet deadlines
• Attended Manager meeting to uplift workers morale and manager and worker relations
• Worked in the Scanning department once it was added to the list of the Companies resources