Hardware

Dell laptops, Dell desktops, Mac desktops and laptops Toshiba laptops, IBM laptops, IBM desktops , Compaq laptops and desktops, Compaq servers, IBM Docking Stations, Epson printers, HP LaserJet, DeskJet and color printers, Lexmark 1200,1220,1275, 4079, printers, Jet direct, Iomega Zip/jazz drives, Palm Pilots 3 and 5 Series, Blackberry, Treo, PCI AND SCSI adapters, RJ45 cable, COMPAQ Servers, DNS/DHCP, NT Server, Meridian CD Tower

Software

Microsoft Office97, Office2000,2003 and 2007 Microsoft Windows95, Windows98, Windows2000, Windows NT 3.51,4.0,Windows XP, Vista and Windows 7 , MAC OSX Active Directory, Norton Anti-Virus, Rumba95-NT, Microsoft Visio, Lotus Notes4-6.5 Unix, UniCenter, MySQL, SQL,SQLPLUS, Road Show, Citrix, RSA SecureID, Truck Stops, Exchange Server2000, Exchange 5.5, Outlook97-2000, Remedy, Dameware, Wise Installer 1.5 8.0, Visual Basics, Bloomberg , Reuters , Novell NDS, Novell NetWare 4.11,5.0, Managewise, Pc Anywhere, Altiris Arcserve, SMS, CSC Reset, Surf, Microsoft BackOffice, LANDesk,NT Server, VPN, Dial-up, Networking, Compuserv, SAP, Iomega ZIP, ISIS, Heat, NetMeeting, NetIQ, TCP/IP, IPX/SPX, AS/400, Ethernet, Token Ring, Rumba, Netscape, RAS, Palm Pilot, Treo, Blackberry, PC DOCS, Peregrine System, Service Center, Avaya CentreVu IPAgent ,Heat, PACS, Magic, EGOVDirect, NYSENET, EFP, eNYSE Portal, TRACK-IT, SecureDoc, Bomgar

Work Experience

Confidential

Executive Apple Desktop Support Analyst

• Desktop Support for 1000 users
• Active Directory support, reset passwords set memberships , create and delete accounts
• Technical support for, Mac OS X Mountain Lion and Maverick
• IPAD and IPHONE network support
• Working knowledge of Casper Management Suite
• Utilize Centrifiy to bind computers to network
• Utilize Apple migration tool to transfer data
• Support for Adobe Suites Photoshop and Illustrator
• Executive Support on mac desktops and laptops
• Polycom Video Conferencing Systems support
• Mac support Mac OS X Mountain Lion, create email account installed software

Confidential

Executive PC Desktop Support Analyst

• Desktop Support for 1000 users
• Active Directory support, reset passwords set memberships , create and delete accounts
• Technical support for, Windows 7
• Technical support for Microsoft Office 2003-2007 and 2010
• Knowledge and support for Altiris software delivering system
• Utilize Magic ticketing system to track requests and incidents
• Support for Blackberry devices
• Support for Adobe Suites Photoshop and Illustrator
• IPAD and IPHONE network support
• Diagnosed LAN drop issues
• Polycom Video Conferencing Systems support
• VOIP support
• Symantec Antivirus
• Cisco firewall and switches configuration
• Sametime IM Device Support
• Configured network connections through Juniper Network Client
• Imaged desktops and laptops with Ghost imaging software
• Utilized Remote desktop tool for PC's and mac's
• Knowledge of wireless connections
• Monitor SLA status of open incidents
• Provide phone support to Coach remote clients
• Knowledge of RSA Token wireless security system
• Executive Support on laptops, desktops

Confidential

Technical Desktop Support Analyst

• First, second and third level technical desktop support
• MAC OSX support Snow Leopard Active Directory support, reset passwords , created accounts, set policies
• Configure BlackBerrys for synchronization with Lotus Notes, Register BlackBerrys on BES server
• Support for Lotus Notes 7.0 to 8.5
• Utilized LANDesk for Software Distribution
• Support for IPhone synchronization with Lotus Notes
• Utilized Remedy Ticketing system
• Utilized Timbuktu remote access tool
• Utilized Mac remote desktop tool
• Technical support for WindowsXP, Windows 7
• Technical support for Microsoft Office 2003-2007 and 2010
• Configured and installed wireless network connections
• Installed and configured Symantec Anti- Virus, conducted Lives Updates
• Troubleshooted and removed viruses using various removal tools
• Support for remote service Cisco VPN Client
• Supported Lotus Notes Sametime Network meeting tool
• Reset Novell passwords and removed lock outs on accounts
• Support for Zenworks
• Diagnosed PC and Mac hardware issues
• Utilized Service Now ticketing system
• Bomgar Certified

Confidential

Desktop Support Analyst

• First, second and third level technical phone and desktop support for over 20,000 Insurance Sales Agents
• First call resolution rate of 94
• Utilized desktop manager to configure BlackBerrys for synchronization with Outlook
• Support 15 users in the legal dept. as well.
• Utilized LANDesk for hard inventory, Remote Access and Anti-virus updates
• Diagnosed hardware and software issues on Toshiba, Sony, Dell and HP laptops
• Worked with an evening team of 4 analyst that updated Remedy 7.0 tickets from day shift.
• Utilized Go To Assist remote control tool to remote into desktops and fix computer issues
• Utilized, supported and contributed to Lotus Notes Knowledgebase, when a new or not known fix was discovered.
• MAC Support, configuration for Secure Doc encryption software
• Diagnosed PC and Mac hardware issues
• Utilized BARTE PE CD to gain access to crashed computers
• Utilized Mac Remote Desktop tool
• Installed and configured software applications on Mac.
• Advised agents on IE8, Windows 7 and which computer would best fit their needs as an agent for NYL Closed Remedy tickets with precise details in accord with management and the agent
• Utilized Remedy to track open tickets that were assigned to me. Also used this ticketing system to run reports on monthly work completed.
• Configured and installed SecureDoc Encryption software
• Configured Exchange Profiles for pilot group of agents
• Configured BlackBerries, IPhones and Treo's for email usage
• Technical support for WindowsXP, Windows Vista and Windows 7
• Technical support for Microsoft Office 2003-2007
• Installation and support for NYL proprietary software
• Created POP3 accounts for Outlook, Outlook Express and Windows Mail
• Installed and configured Symantec Anti- Virus, conducted Lives Updates
• Utilized many different Anti-virus software agents to remove infected files
• Configured and installed wireless network connections
• Installed Sybase SQL Anywhere 9

Confidential

Desktop Support/ Helpdesk Analyst

Phone support for most brokerage firms in the tri-state area and abroad

Marketdata Support

Created and deleted profiles in EGOVDirect also assigned users rights, to certain files within the application itself. Reset passwords in EGOVDirect

Created and deleted profiles in EFP, assigned various applications within EFP to users from various brokerage firms. Reset passwords in EFP

Installed and configured software applications on Mac.

Resolved some of the application issues through Lotus Notes email database

Created profiles and reset passwords within NYSENET application.

Worked closely with vendors concerning circuit issues at various brokerage firms

Tracked files sent from and to brokerage firms locally and around the world

Created Remedy tickets for all application issues pertaining to file transfer and circuit outages

Created daily turnover logs that notified the next shift of any maintenance or circuit

Outages that may have occurred during prior shift

Conducted daily monitoring of CS1 and CS2 Volume within the eNYSE Portal

Utilized WindowsXP, Microsoft Office2003, Lotus Notes and Avaya CentreVu IPAgent.

Worked closely with AMEX support concerning volume issues and corrupt data transfers

Utilized Remedy 7.0 system to log problem tickets

Confidential

Desktop Support/ Second Level Helpdesk

• Technical support for 10,000
• Reset and created NT Passwords thru Active Directory
• Reset Token passwords and assigned to clients using RSA SecureID software
• Reset password and created user ID'S on NDS Tree within Novell ConsoleOne
• Utilized Zenworks to send software to clients computers via the network
• Supported Windows XP
• Supported Microsoft2003 Applications
• Supported VPN for remote access into the network
• Second level Support for Lotus Notes 6.5
• First level support for trade hardware Bloomberg
• Support for Lotus Notes Databases, Replacing Designs, Creating user accounts
• Created and disabled Client accounts ID'S through Active Directory
• Created machine accounts through Active Directory
• Utilized Heat ticketing system to log all problem tickets and run daily and monthly reports
• Support for IBM ThinkPad's and HP desktops
• Support and Configured Blackberry from the desktop Manager
• Utilized Dameware remote control tools for remote access into clients computers
• Support for Norton Anti- Virus

Confidential

• Technical support for 20,000 Second level Support for Lotus Notes 6.5
• Support for Lotus Notes Databases, Replacing Designs, Creating user accounts
• Utilized PcAnywhere and Dameware remote control tools to remote into Servers and desktops
• Created and disabled client accounts in Active Directory, Created machine accounts and allocated memberships
• Supported Windows XP and Win98 environment
• Reset Token Passwords and assigned to users using RSA SecureID software
• Reset password and created user ID'S on Citrix servers
• Utilized Remedy 6.3 system to log problem tickets and run weekly reports
• Utilized UniCenter monitoring device for error messages and warnings pertaining to Unix services
• Unix volume and table issues were checked on a daily basis
• Unix hardware issues were determined by administrator request Support for Unix and NT servers Restarting services and rebooting servers Support for all proprietary software Edwards, MWARP, WINCERT, BASYS, ETC Second level support for Microsoft Office 2003
• Provides Network Administration in Novell Netware 6.x with NDS and Windows 2000.
• Experience working with Cisco Systems Teleconferencing equipment
• Support for remote services PAL and VPN
• Support for Blackberries utilizing Desktop Manager for Active Sync and Software installation Utilize Remedy and Peregrine Service Center Cleared AS/400 Sessions when sessions were locked Support for IBM Thinkpads and HPdesktops All problems related to hardware and software Supported Norton Anti- Virus Supported Sametime Network meeting tool, setting up meetings

Confidential

Desktop Support/Helpdesk Created helpdesk tickets using Remedy 6.3 to record problems and to log daily reports First level support for trade applications Bloomberg and Reuters Reset passwords and removed lockouts using Novell NDS Tree Configured Blackberries using Desktop Manager Active Sync Phone Technical support for 20,000 clients Implemented SMS Remote Control to remote into clients computers Created e-mail profiles in Lotus Notes Created e-mail profiles IN Microsoft Outlook 5.5 Configured web proxy Support Merrill Lynch traders with single sign on issues Supported Windows XP environment

Confidential

Sr. Systems Desktop Support Analyst

• Performed Technical support for 10,000 users
• Knowledge of Active Directory created user accounts
• Supported Windows2000 environment
• Helped maintain and configure an Ethernet and Token Ring building codes
• Configured LAN drops and made sure that they were operational
• Implemented SMS remote to remote into clients desktops and laptops
• Utilized Wise Install Manager 1.5 and 8.0 for packaging of software
• Installed Microsoft Office97, Microsoft Office2000,
• Configured VPN access on clients laptops for home and road use
• Installed office2000 on NT4.0 laptops and desktops
• Supported ISIS application
• Installed and configured Nortel's Extranet access client for remote access users
• Installed and configured AT T Global access client for remote users
• Rolled out NT 4.0 to WIN 2000
• Experience working with Avaya Teleconferencing equipment
• Administered policies, profiles and rights on the network
• Implemented Beta testing on the first series of Blackberry
• Gave users admin rights when needed using User manager
• Knowledge of SMS Console
• Knowledge of SQL Server
• Support for Unix and NT servers Restarting services and rebooting servers ,
• Knowledge of TCP/IP, Novell IPX
• Created Scripts using Microsoft Visio
• Utilized Account Administration for Oracle and domain administration
• Supported SAP application
• Project member on SAP upgrade from R2 to R3
• Knowledge of SAP data migration
• Configured Rumba and AS/400 sessions
• Knowledge of Imaging software such as Sonic and Ghost
• Installed and configured Blackberries and all series of Palm Pilots
• Knowledge of Peregrine System, Service Center
• Knowledge of Avaya CentreVu IPAgent
• Managed ASAP, APS, ASP, MAMS, VRU AND MAMS Mainframe project.
• Forwarded revisions to Scriptwriters for updating