SUMMARY

• I have In-depth knowledge of end user computing systems and hardware, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with client and other IT management and staff.
• PC/workstation applications, including remote connectivity products.
• I have seventeen years of experience in IT in troubleshooting programming and analysis in end user computing and network-based
• I provide direct third level technical support for Applications, Desktop and Network issues. I have developed automated installs of software of all types, using various application packaging and deployment utilities. CA Unicenter, Altris, SCCM to name a few.
• PC infrastructure, I keep up to date on new technology to advise the Desktop Systems Manager/Directors.
• As a Senior Support Desktop Engineer with over17 years of IT experience, I have designed, implemented and supported various firm's
• I also have strong analytical and communication skills, sound judgment, and the ability to work effectively with client and IT management and staff.
• I continue to use Technical Troubleshooting Methodologies and Tools illustrated by work experience successfully, growing my skill set every day.
• Expert Experience with an incident management tools
• Expert Experience with VPN/Remote Access support
• Expert Experience with Windows Server 2003/2008, UNIX/LINUX, VM Ware support
• Expert Experience with Network troubleshooting skills including wireless
• Expert Experience with Internet Browser troubleshooting
• Excellent verbal, reading and written English communication skills are essential
• Excellent Interpersonal and teaming skills illustrated by work experience, as well as excellent time management skills
• I am a proven self- starter, working effectively with little direct supervision
• Experience in IT Customer support or service delivery
• Ability to troubleshoot and make recommendations using critical thinking, sound judgment, and decision making processes and techniques in a fast-paced, mixed technology environment.
• Ability to meet aggressive work project schedules
• SCCM - System Center Configuration Manager, USMT, MDT and WAIK
• Symantec Altiris 6.9 and 7.1 CSM
• Wise Package Studio or Admin Studio
• General MSI/EXE Windows Installer Packaging
• Microsoft Group Policies, writing VB Scripts for Deployment and installation
• Application Virtualization using Microsoft AppV
• Blackberry Enterprise Server
• Symantec and McAfee End-point Security

Skills:

• Responsible for designing, implementing and supporting the firm's PC and server infrastructure
• Maintaining the standard firm workstation build procedure and providing 3rd tier troubleshooting for any issues.
• Maintaining the software distribution system. Currently SCCM 2012 skill set Master level.
• Maintaining all PC applications that are hosted on the network.
• Testing and certifying all new PC applications.
• Troubleshooting Application Packaging all new PC applications to be distributed via the software distribution system.
• Ensuring that all applicable PC updates, including virus definition updates, are distributed as needed, via Security Update Packages.
• Automating maintenance tasks through scripting
• Manage the Desktop Infrastructure through various point products. Anti Virus, End-point Security, Encryption, Software distribution,
• Patch Management, Group Policies, Anti Spyware, application and desktop virtualization, asset management.
• Planned for and evaluated new PC software, hardware, and services.
• Keeping abreast of new technologies through industry related periodicals, product presentations, seminars and classes.
• Provide advanced third level troubleshooting and support.
• Maintain and manage the Print server infrastructure.
• Manage policy and software distributions to Blackberry, Android and Apple Mobile devices.
• Perform evaluation and validation for new software, PC hardware platforms, Blackberries, iPhones and Android handheld PDAs and Enterprise level printers.
• Former MCSE, thirteen years of experience in Desktop Systems Engineering.
• In depth knowledge of Windows operating systems in a networked environment.
• Strong hardware and software troubleshooting skills with:
• Expert with Windows 8.x, 7, Windows Xp and strong intermediate skill set with Mac OS 10.5x
• Application Integration
• Global Group Policy Management
• Highly proficient in automated workstation build methods.
• Experience working with software packaging and deployment systems, namely: IBM SmartCloud Enterprise,
• Windows 7 Deployment including designing build sequences, creating build images and task sequencing
• Thorough knowledge of the support and administration of MS Office/MS CRM and Windows 2003/2008 Server
• Ability to produce detailed technical documentation for Network Systems and PC Support departments
• Ability to meet strict deadlines and effectively complete designated job assignments under significant time and supervisory pressure
• In general: responsibility, reliability, initiative, patience, determination, assertiveness, inquisitiveness, tenacity, and a desire to learn
• Ability to communicate effectively with firm personnel at all levels and outside parties as necessary
• Interpersonal skills necessary to interact and work productively with the Network Systems team
• Initiative and ability to work independently.

Work Experience:

Confidential

Sr. Support Analyst

Description:

• Productivity Application Support: Microsoft Office Outlook, Excel, Word, PowerPoint , Microsoft Lync, Internet Explorer, Google Chrome, Adobe Acrobat Reader,
• General Infrastructure Support: Microsoft Windows operating system, VMware ESX, Citrix XenDesktop, OpenAFS, Tivoli Endpoint Manager BigFix , SCCM,
• My current position is a Level 3 Windows Desktop Infrastructure Specialist who supports our global plant consisting of 180,000 Windows desktops, laptops and virtual PCs.
• General Infrastructure Support and Productivity Application Support as described below:
• I collaborate with internal teams engineering, IT security, application developers, desk-side support and third party vendors to resolve complex technical issues.
• Our services include incident, problem and change management, drift management and we are responsible for the health of the PCs.
• We distribute the core Windows build, manage security patches, support the software distribution platform, maintain PC configuration settings and provide reporting on the Windows environment.
• We develop scripts and other forms of automation to solve problems within the enterprise desktop computing space. This includes creating and maintaining our own monitoring and reporting tools.
• The team provides global coverage for incidents 24/7 in a follow-the-sun model. Team members are required to cover for escalations on one weekend every few months.
• Our support is comprised of two major areas:
• Splunk, AppSense Environment Manager and internally developed tools.
• Adobe Acrobat Pro, Adobe FlashPlayer, Silverlight and internally developed plug-ins for Microsoft Office. Ability to interact with VIPs is essential.

Skills:

• I am supporting Windows PC's at level 3 troubleshooting, in a demanding, large networked global enterprise environment currently with at least 150,000 PCs.
• My responsibilities of an infrastructure person deducing patterns from individual incidents and provide automated solutions to ensure these incidents do not reoccur in our enterprise environment.
• I have proficiency in developing and modifying scripts to automate tasks. Intermediate scripting experience, PowerShell or VBScript.
• My strong knowledge and proficiency in providing support of the Windows operating system at 3rd level issues allows me to contact Microsoft directly and work with the OEM to resolve issues.
• For the Productivity Application Support team - Very strong knowledge and proficiency in providing support of productivity applications: Microsoft Office Outlook, Excel, Word, PowerPoint ,

Confidential

• My diverse set of troubleshooting skills allows me to resolve:
• System issues event logs, GPResult, perfmon, process dumps
• AD issues, with a good working knowledge and understanding of Active Directory GPO, OU, Groups
• Productivity application issues
• Network issues HTTP,DNS, DHCP protocols, TCP/IP stack with known ports and basic commands
• Troubleshooting remotely psexec, winrs, WMI, RPC
• I have strong verbal and written communication skills, allowing me to interact with all clientele
• I maintain a strong proficiency in creating documentation for end users and support personnel
• I continue to be a self-starter with experience working in a project team environment
• I am able to work and communicate effectively with senior VIP clients for troubleshooting and explaining technical issues
• Experienced working in a large financial environment
• All Virtualization technologies: VMware, XenServer, Citrix XenDesktop, Citrix Presentation Server / XenApp Technology
• Experienced operating BigFix and creating fixlets
• Intermediate level AppSense Environment Management
• Background in Enterprise management and experience working with System Center Control Manager SCCM and/or SMS , Active Directory and
• OpenAFS, Tivoli Endpoint Manager BigFix ,Application lifecycle management, Product lifecycle management
• Microsoft Office Specialist MOS Certification
• Microsoft Certified Desktop Support Technician MCDST
• Application Packaging using Windows Installer .MSI and SMS Installer
• Proficiency in T-SQL and SQL Server administration skills
• Programming experience with ASP.NET, C .NET
• Kernel debugging skills
• Microsoft App-V

Apex Systems, Inc.

Confidential

Sr. Support Analyst

Description:

• I am responsible for providing high quality desktop, network, mobile device and applications support for all associates and professional staff.
• As a member of the IT Operations team, I facilitate network/desktop/application service fulfillment requests, provide guidance and provide how to
• information, assess requests for new services and features for potential fulfillment by existing services, restore PC Desktop and Servers and related technology services or service features to 100 operational state, and help improve the user experience to both internal customers as well as external parties the firm works with.
• I provide direct hands on support to users who are experiencing any kind of desktop hardware, software, telephony or networking issues and providing complete follow-through to successful resolution.
• Perform hardware diagnostics and executing or coordinating repairs in a timely fashion to ensure customer satisfaction.
• Hardware procurement and asset management: including placing orders through outline purchasing tools for specified vendors for hardware peripherals and managing both inventory and tracking of those items.
• Assessing the software compatibility with current operating system s and executing on the installation and maintenance of practice specific applications.
• Assisting and mentoring other team members on various technologies.
• Planning, scheduling and executing computer equipment installations, imaging, upgrades and replacement projects.
• Pro-actively assessing employee capacity by working with business administrators to ensure appropriate level of hardware inventory to meet business needs.
• Conducting research on computer products trends in technology in support of PC procurement and development efforts. Evaluating cost benefit analysis of products and recommend hardware and installation products for purchase.
• Utilize and leverage current mechanisms to obtain feedback from end users. Analyze results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes.
• Acting as a liaison between the other support groups within IT infrastructure to ensure proper communication regarding new user services and/or problems with existing user services taking place.
• Collaborating with the IT Infrastructure team to perform occasional hands-on IT infrastructure software and hardware installations and maintenance at the Melville, NY office.
• Effectively translating user requests, business needs and technical specifications into formal written documentation.
• Maintaining vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.
• Experience working with connectivity and application troubleshooting in a Citrix and VPN environment.
• A thorough understanding of desktop operating system environments and integration points with Microsoft Office and other legal applications.
• Experience with supporting multiple platforms of mobile devices: Blackberry Android and iPhone/iPad.
• Experience supporting telephony and voicemail services.
• The ability to effectively and professionally communicate and collaborate with all levels of the organization and peers.
• The ability to quickly and appropriately prioritize multiple requests and bring them all to a successful resolution.
• Experience leading various desktop related projects.
• Extensive network administrative experience with Microsoft Active Directory. DNS, DHCP, DFS, etc.

Desktop Support Services

Confidential

• Answer, evaluate, and prioritize incoming downtime incidents and change tickets from technical support helpdesk for clients experiencing problems with hardware, software,
• networking, and other computer-related technologies.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Desktop Services Team Lead,
• Supervisor or in accordance with Desktop Services SOP for ticket escalations.
• Log and track client issues using problem management database, and maintain historical records and related problem documentation.
• Assisted in implementing internal moves, additions and changes for IT equipment and coordinating moves with Desktop Services Project Manager.
• Conference room setups for both internal conference room as well as external locations
• Perform imaging and conditioning of all IT equipment.
• Dispatches all 3rd level printer calls in locations where local or regional technicians are located.
• Handle and manage special projects and requests as designated by the management team.
• After- hours on call assistance when scheduled for all Priority 1 and 2 incidents and problems.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of: CPUs, I/O AND NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROM, etc.
• Create Active Directory users login scripts
• Provide 3rd tier network / server support
• Provide Smartphone user support from escalated helpdesk calls
• Audio and video conference room setup support
• Submitting, tracking and escalating trouble tickets. Includes working with outside vendors to fix escalated issues.
• Install new client software and upgrade existing client software on all PC's.
• Provide remote support for all end users 65,000 associates
• Maintenance of application databases

Network Support Services - 3rd level troubleshooting

• Install, support, and maintain both physical and virtual network servers and appliances.
• Assist with backup and network related disaster recovery planning and readiness
• Installation and administration of remote access including Citrix Server Farm and VPNs.
• Install, maintain, and troubleshoot the Storage Area Networks SANs at multiple locations.
• Support high availability applications and databases using MSSQL 2005/2008.
• Network maintenance and troubleshooting in LAN, WLAN and WAN environments
• Monitor and manage network hardware, software, and equipment including routers, switches, wireless access points, teleconferencing equipment, UPS, KVM switches etc.
• Daily maintenance and problem resolution, operating system patches and software upgrades, and routine hardware configuration.
• Participate in 24x7 on-call rotation.
• Working knowledge of HP and Dell SAN environment.
• In-depth technical knowledge of network, PC, and platform operating systems, including Windows Server 2003/2008, windows 7/XP and associated products.
• Experience performing system and software backups and recoveries.
• Ability to analyze technical challenges and approaches solutions in a systematic fashion.
• Ability to prioritize and multitask.
• Strong analytical and organization skills, along with strong verbal and written communications skills.
• Motivated, self-starter with the ability to work alone or as a flexible and adaptable team player.
• Knowledge of AppSense, SharePoint and Websense.
• Willingness to travel on work assignments, on a need-basis.

Application Support Services - 3rd level Analytical and Troubleshooting

• Primary 3rd tier tech support person for all Proprietary Bank and 3rd party software
• Install software and configure for individual users
• Control security access for application software
• Extensive Experience with VMWare vSphere Isilon/EMC Celera SANs
• Extensive Experience with Citrix XenDesktop
• Expert with MS Office 2010 support and configuration
• Expert MS Office Communicator support configuration
• Familiar with iManage Document Records Management System provide technical support and remote assistance
• Adobe Acrobat 9 XI Pro
• Teradata, Oracle and SQL Database connection issues, DB automation and troubleshooting
• Research new software that will assist and automate office operations.
• MS Server 2008 Administration experience a requirement
• MS SQL 2008 Administration experience a requirement
• MS Exchange 2010 Administration experience a requirement
• Experience with Mobile Device Management MDM applications
• Extensive McAfee ePO Administrator experience

Telephone Support

• Support Cisco and Avaya VOIP phone systems switches, VoIP configuration and troubleshooting
• Manage accounts for Cisco and Avaya Communications manager
• Create/delete voice mailboxes
• Control eFax Accounts

New User Training

• iManage Document Records Management System
• Windows 7 MS Office 2010
• Training on miscellaneous hardware and software supported by office