Summary:

To obtain a challenging position in the field of Information Technology that would best utilize my expertise in a business environment and allow me to further excel in my career.

Experience:

Confidential

Helpdesk Service Management

• Main responsibilities included the day -to -day operations of the NBA Service Desk. Hours of operation 7:30am-12am on call 24x 7 support.
• Monitored Service desk queue, troubleshoot all calls routed via Cisco Agent.
• Interaction via telephone, Email, remotely connection LogME in, Deamware, Teamviewer . Escalate all high level issues to upper management team.
• Managed multiple incidents and tasks using Service Now Ticketing system.
• Coordinate moves and transfers for all equipment. PC Printers Scanners
• Support and Troubleshoot Microsoft Exchange 2007/2010 using Exchange Management Console Creating new email accounts, Forwarding, Delegating and creating email distribution list .
• Configure deploy iPhone, iPad, BlackBerry and Android devices utilizing Exchange ActiveSync or Blackberry Enterprise Server.
• Maintain PC/LAN hardware, including user desktop and peripheral equipment and vendor selection and maintenance support
• Perform hardware and software system configuration, maintenance, upgrades and troubleshooting of workstations, laptops, mobile devices and printers.
• Provided 2nd-3rd level support for all hardware and software related issues.
• Interact with vendors to repair hardware, i.e. printers, laptops and desktops issues
• Follow-up with technicians on updating or closing all tickets and work orders with proper justifications.
• Support all games such as Global Games, All Star Games and WNBA games.

Confidential

Helpdesk Desktop Support

• Support Windows XP, Win 7 and 8.
• Main responsibilities include the day to day operations of the IT department 24x7 coverage.
• Maintain PC/LAN hardware, including user desktop and peripheral equipment and vendor selection and maintenance support determination.
• Assist in the administration of the LAN, including printer deployment, wiring, and hubs.. Providing daily support to PC user base.
• Providing support for telephony and other technologies, as directed, and assisting with technology development activities.
• Maintain PC/LAN hardware, including user desktop and peripheral equipment and vendor selection and maintenance support determination
• Ensure management is aware of any hardware or application issues that require escalation.
• Support and Troubleshoot Microsoft Exchange 2007/2010 using Exchange Management Console Creating new email accounts, Forwarding, Delegating and creating email distribution list .
• Assist in the layout of office facility e.g. cable plant, computer room to plan for new equipment and/or future installations.
• Support End User Trading Applications Thomson One, SmartStation, Factset, Moxy, Advent, Bloomberg
• Contacting appropriate repair personnel in the event of hardware failures, maintaining failure logs, interfacing with users and acting as a technical resource for telephony and other technologies, as needed.
• Hours of operation 24 x 7 on call support.
• Interface with users on an as-needed basis.
• Assisting in coordinating PC hardware and software installations.
• Assisted in performing local area network LAN and wide area network WAN administration functions

Confidential

VMware Administrator

• Responsible VMware administration through VMware vSphere client and VMware View Administrator web portal.
• Responsible for keeping accurate reports of our VM inventory.
• Support and maintain all license applications within each VM machines.
• Build VW machines using Desktop Deployment Build modules.
• Build release sets within SCCM Administrator Console 2007

Confidential

Sr. Desktop Support Network Support

• Assist in the administration of the LAN, including printer deployment, wiring, and hubs.. Providing daily support to PC user base.
• Providing support for telephony and other technologies, as directed, and assisting with technology development activities.
• Maintain PC/LAN hardware, including user desktop and peripheral equipment and vendor selection and maintenance support determination
• Ensure management is aware of any hardware or application issues that require escalation.
• Support desktop/laptops, printers, Blackberry's, IP phones Avaya , Video Conferencing Polycom .
• Support PC/LAN based software applications, including troubleshooting, Troubleshoot and training users locally and at remote locations using VPN DameWare, WebEx, Teamviewer and Logmein .
• Support and Troubleshoot Microsoft Exchange 2007/2010 using Exchange Management Console Creating new user email accounts, Forwarding, Delegating and creating email distribution list .
• Support MS Communicator Server using Active Directory in enabling user account.
• Train Operations staff in the execution of new and/or existing LAN operational functions.
• Assist in the layout of office facility e.g. cable plant, computer room to plan for new equipment and/or future installations.
• Contacting appropriate repair personnel in the event of hardware failures, maintaining failure logs, interfacing with users and acting as a technical resource for telephony and other technologies, as needed.
• Interface with users on an as-needed basis.
• Assisting in coordinating PC hardware and software installations.
• Assisted in performing local area network LAN and wide area network WAN administration functions.
• One of three senior technicians who served as a point of contact/escalation in the event of system application, or user issue.
• Administer Windows 7 migration on workstation and laptop using Symantec Ghost.
• Responsible for RDP, VMware administration through VMware vSphere client and VMware View Manager web portal.

Confidential

Sr. Technical Support

• Main responsibilities include the day to day operations of the Global Support Desk.
• Hours of operation 24 x 7 on call support.
• Interaction via phone and email.
• Point of call assigned incident to second level support queues. Averaged 60-70 calls per day.
• Worked side by side with EUC, Xerox, Thomson, HP and Cisco groups to ensure proper updates are documented in each incident ticket and all SLA's Service Level Agreements are being met.
• Support all hardware and software calls such as printer, scanners HP, Xerox , workstation s Dell IP ShoreTel phones.
• Administer Windows 7 migration on workstation and laptop using Symantec Ghost. Support Windows XP and 7.
• Maintain PC/LAN hardware, including user desktop and peripheral equipment and vendor selection and maintenance support determination.
• Interact and troubleshoot Citrix, VPN connections Merrill Connect, ROVA , and Outlook on the Web.
• Communicated via interoffice using Communicator and AOL.
• Password reset using Active Directory
• Support 35 Clients within the US, Traveled 30
• Open, monitored and maintain tickets using remedy.
• Support in-house developed applications.
• Support the merge between Bank of America and Merrill Lynch.

Confidential

Sr. Blackberry Admin

• Main responsibilities include the day to day operations of blackberry devices 7230, 7290, 8700g, 7105, 7100i, 7130, 7510 and 7520's.
• Hours of operation 8am -6pm Monday thru Friday
• Support BES server accounts, blackberry data backup and restore.
• Support 1500 users and growing within New York, Boston, Chicago, Canada and New Jersey area.
• Coordinate Blackberry Service voice and data and billing issues.
• Interaction via telephone, computer email , an interpersonal contact with corporate management team.
• Respond to incidents entered via the web based ticketing system with a 24 hour turn around time.
• Work together with our Vendors Verizon, T-mobile, Nextel Sprint for new devices and replacements.
• Maintained blackberry inventory for all new, replaced and damaged blackberry as well as user information.

Confidential

Sr. Desktop Support Analyst

• Main responsibilities included the day to day operations of the Helpdesk.
• Hour s of operation 7am-8pm on call 24x 7 support.
• Interaction via telephone, computer email , interpersonal contact with corporate management team.
• Respond to incidents entered via email or IP phone. All incidents are assigned to the next available support analyst within the helpdesk.
• Support and coordinate blackberry backup and restores.
• Support all password resets for all users using Active Directory.
• Install Win XP Images on workstation and laptop using SMS In 2007 SMS was renamed to SCCM
• Coordinate moves and changes for computers and telephony equipment.
• Maintain department level databases and spreadsheets.
• Support the usage of standard desktop and laptop notebook tools.
• Monitored and maintained our ticketing system I-Heat to ensure prompt and efficient responses for each end user.
• Escalated server downtime to the server and network team.
• Support 700 users within New York, Atlanta, San Francisco, Los Angeles, Troy and Chicago area.
• Support lotus notes global email accounts together with server manager.

Confidential

Helpdesk Manager

• Main responsibilities included the day -to -day operations of the helpdesk. 7 Support analysts within the group.
• Hours of operation 7am -9pm ran on a rotation schedule 7 days a week within the helpdesk staff.
• Interaction via telephone, computer email , and interpersonal contact with corporate management team.
• Respond to incidents that entered via email or IP phone. All incidents are queued to an available support analyst in the helpdesk using the IP call distribution system ICD Agent .
• Report to the MIS director and attended weekly meetings.
• Create and developed documentation for policy and procedure.
• Coordinate training to provide each helpdesk support analysts with the tools to support new products, procedures, applications and processes as additional support demands are introduced.
• Delegate responsibilities to the helpdesk support analyst with set pilot dates.
• Coordinate helpdesk support statistics, monitored and maintained our ticketing system Peregrine to ensure prompt and efficient responses.
• Escalated server downtime to the server and networking team.
• Support 138 clubs with in the New York, Boston, Philadelphia and Washington area that contains a total of 40,000 users and 100,000 members.
• Sign off on timesheets and ensure all timesheets are accurate using a web based application called Kronos. Ensure all overtime is accurate and approved by MIS director.
• Planned, test and implement projects with the helpdesk.
• Managed and maintain all global-email accounts together with the exchange server manager.

Technical Skills

Microsoft 2000, XP, 07, Exchange Server 2007/2010, Exchange Management Console, MS Office 2007, 2010, Active Directory, Power shell, MAC OS 9, X, LAN and WAN network printing, VMware 4.0, 5.0, vSphere client and VMware View Manager web portal , Blackberry Server-Devices 7290, 7420, 8300, Curve, Bold, Tour, SMS 1.2 In 2007 SMS was renamed to SCCM , VPN -Dame Ware Utilities, Teamviewer, Logmein, Proxy, Join.me, Nortel, Avaya, ShoreTel230, lucent, Cisco IP Phones, Cisco Call Manager, Unity, Cisco IP Call Agent, Polycom, Winzip, WebEx- Web Conferencing Hub, Internet Explorer 7, 8,9,10, 11, Firefox, Google Chrome, SAP Applications, Unix, Lotus Notes, Novell 4.x, Adobe, McAfee, Norton. Footprints, Remedy, Peregrine, I-heat, Magic and Clarify ticketing Systems, Symantec Ghost, Telnet, In-house applications Kronos, Club Networks, Vision, SXC, Thomson Wealth Management, Factset, SmartStation, Moxy, Advant, BEN, Paycheck Direct, AS400, Mainframe, Hardware-IBM's and Dell's, HP.