Helpdesk Information Management Resume Profile
New York, NY
CAREER SUMMARY
Helpdesk Information Management
Telecommunications Specialist, Instructor/Trainer
Industries: International Organization, Investment Bank, Financial Auditing Firm, International Organization, Technology Consulting, Manufacturing, Training Center, Research Development,
Technical Skills: SharePoint 2010 / 2013, Office365, Copiun data backup and restore, Lexmark network printing services, MS Outlook versions 2010/2013, Microsoft Cloud computing OneDrive, OneNote , Active Directory, Computer Imaging using Acronis and Symantec Ghost, Windows 7 / 8.1 deployment, installation, setup and upgrade, Polycom, Skype, Level 3 - Global Crossing, and Microsoft Lync 2013 video conferencing and remote assistance, Apple computers and devices such as iPad and iPhones, Google Drive, Computer and printer troubleshooting and repair, troubleshooting network environment, wireless and LAN connectivity, Cisco VOIP phones and Jabber softphone support, Windows Server 2008 Installation and Administration, Microsoft Access, database management, backup and restore, ERP, Asset Management, Microsoft Visio, networking, Lync 2010/2013, UNIX, LDAP, LAN, VPN DNS, Photoshop, Acrobat, TCP/IP network, Dreamweaver, HTML, DHCP/DNS, Lotus Notes, MS/DOS, Novell Netware, Remedy Software, Smartphones and Android devices, Blackberry, HP and Dell printers, Dell and Lenovo laptop and desktop computers, ATLAS asset management, requisition and procurement of ICT equipment and accessories., video editing, graphics design and photography.
PROFESSIONAL EXPERIENCE
ICT Specialist
Confidential
- Performed implementation of technology standards and procedures in compliance with the UNDP policies as implemented with the Office of Information Systems and Technology OIST such as implementation of new technologies related to Unified Communications Microsoft Lync, Cisco Communications and Cloud Services Office365/2013 and OneDrive
- Performed network troubleshooting and monitoring, work closely with the network infrastructure team in providing an excellent and efficient customer service. Maintain the LAN room secure, safe and clean.
- Provide an immediate response to request related to network security, create guest wireless network access, troubleshooting of network issues, and permission to use UNDP network resources such as printers.
- Manage, implement, and maintain network backup system, ensures data security and availability.
- Perform installation and setup of software and hardware, computer imaging, software updates, and installation of patches. Perform virus scanning, clean up and removal of infected files.
- Manage and perform maintenance of computers, printers, apple devices, and other ICT devices. Work closely with vendors such as Dell and Lexmark in servicing the computers and printers in a timely manner. Monitor ICT warranty and contract services.
- Provide support during OHR meetings, request for conference room reservation, conference room details, room preparations, video conferencing and teleconferencing in OHR using the communication tools such as Skype, Microsoft Lync, and Polycom video conferencing.
- Perform installation of software such as Office365. Office 2013, Super Office, Acrobat, Symantec Anti-virus software. Ensure that software were up-to-date.
- Performed support and setup conference rooms in leadership meetings, weekly meetings, recruitment interviews, high level senior recruitments organizing OHR events such as annual retreat, and OHR inter-office meetings.
- Manage ICT vendor accounts, deal with the procurement and purchasing of ICT equipment, accessories, ICT materials and subscription needed in OHR.
- Work closely with ICT vendors in submission of RFQs and RFPs, and ICT service contracts. Monitor warranty coverage of devices, manage repairs, and maintenance of Dell computers, Lexmark printers, and other ICT resources.
- Manage AT T contracts, coordinate renewals and upgrades.
- Maintain an up-to-date record of assets in ATLAS, monitoring of ICT software and hardware inventories, office cubicles, handle safe keeping of ICT office supplies such as toners, ICT and printer accessories, and non-asset equipment. Prepare and submit assets disposal forms, and work closely with the UNDP asset focal point in maintaining asset certifications and dashboard.
- Perform and maintain Operations SharePoint website, OHR User Conference Room user guides, instruction manuals, and materials.
- Work closely with the communication specialist in maintaining an up to date OHR mailing list, service e-mail accounts, new e-mail account request, and cancellation of e-mail accounts.
- Design and create presentation materials and user guides for information sharing.
- Manage and maintain data security, access to the Share drive files and folders, and other ICT resources.
- Research new technologies and new tools to help clients in managing everyday tasks and help improving daily routine work.
Desktop Support Engineer
Confidential
- Administered and performed the replacement of FINRA's 300 outdated Windows XP Dell laptop
- Efficiently installed FINRA's Windows image on new Dell laptop computers. Backed up user's profile from the old computer and then restored on the newly built computer using the script provided by the migration team
- Accurately maintained and recorded outdated computers and submitted report to the Asset focal point
- Successfully accomplished and completed the project ahead of schedule and with high quality standards.
Information Management Associate
Confidential
- Provide day to day support on all related IT issues and incidents such as Windows boot error, hard drive failure, e-mail access problem, and network connectivity issues.
- Successfully upgraded and standardized laptop computers with Windows XP operating system
- Managed and maintain accounts in Novell server, providing users access to the shared drive, update group membership, and password reset with high quality results
- Perform computer and printer hardware troubleshooting and repair, including changing of electronic components such as hard drives, memory, network wiring, power source network and video cards computer updates, virus detection and clean up
- Successfully migrated users from Netscape e-mail to Microsoft Outlook.
Desktop Support Specialist
Confidential
- Resolved issues and incidents on a very demanding environment on the trading floor and investment banking unit consisting of more than 300 clients
- Member of the project team responsible for the implementation of new Windows XP and images, software deployments move and relocation of computers
Entrusted to handle the installation of ergonomic monitor arms on the trading floor, by mounting about 2 to 3 monitor arms that supports 4 to 6 monitors. Setup and configured high-performance desktop with dual high speed network cards and video cards.
Helpdesk Information Management
Confidential
- Dedicated IT resource supporting more than 150 users in Office of Finance and Treasury unit
- Efficiently maintained the Treasury Unit websites which includes uploading of the monthly exchange rate with a 100 accuracy and availability
- Successfully upgraded computers and printers. Established a standard hardware platforms and configuration in compliance with UNDP policies and procedures
- Effectively handled routine maintenance of desktop and laptop computers with latest Windows version and anti-virus program installed with an updated virus definition files
- Submitted new account and e-mail request, setup and configure new computers, and configured user's profile and e-mail client
- Successfully designed and deployed Windows laptop and desktop images for deployment in UNDP.
- Worked closely with OIST to provide backup support in the absence of IMA on other Bureaus.
Desktop Support Specialist Trading Floor
Confidential
- Efficiently resolved 95 of problems on first contact either by phone or in person managed time effectively, set priorities according to the Service Level Agreement SLA
- Provide effective and prompt client support on Fixed Income trading floor, fixed incidents such as Windows XP problems, Lotus Notes e-mail issues, HP network printers connectivity, Novell file server access and Bloomberg hardware and software problems
- Effectively submitted, updated, tracked IT and business requests using BMC Remedy Service Desk software. Resolved issues on first contact and ensure that tickets were properly recorded
- Performed Windows XP build testing, documented results, and reported any problems to the Windows Software Packaging Team.
- Worked closely with the Software Engineer of software packages used on the trader's computer and performed high-quality testing before deployment.