SUMMARY:

• Multifaceted technical career with 15 - year track record of innovation and successProcess-driven IT professional with solid history of providing effective leadership and superior client support through the alignment of IT services with the business.
• Delivers customized solutions and excellent customer support by efficiently creating, motiving, and leading teams. Strong communicator with the ability to unify and partner with staff, management, and C-level executives.
• IT Solutions & Systems Implementation / Project Management / User Training and Support
• Test Development, Schedule & Execution / Troubleshooting & Issue Resolution

TECHNICAL SKILLS:

Platforms: Windows 10/8/7/Vista/XP/2000, ME NT Workstation, 98 SE, Server 2003 - 2010, Mac OS 10.4 - 10.10, Apple iOS

Applications: Citrix XenDesktop, Microsoft Office Suites 2003 - 2016, Office 365, VMWare, Adobe Suites, Customer Queue, Microsoft Visio, Microsoft Project, Intex Desktop, Bloomberg, Reuters Eikon/Bridgestation, FXall, Liquidnet, Factset

Tools: SCCM, Shavlik, Tivoli Endpoint Manager (BigFix), Symantec Suites, WinZip, Symantec Ghost, McAfee Suites, Altiris, Track-It, CA Service Desk, Service-Now, ServiceWise

Hardware: Servers, APC Smart UPS, Routers, Switches, Blades, Blackberries, iPhones, iPads, Android devices, Avistar, Polycom, Telecom and Video Conferencing equipment, IPC Turrets, Apple and Windows laptops and desktops

PROFESSIONAL EXPERIENCE:

Confidential, New York, New York

Help Desk Supervisor

Responsibilities:

• Perform system installations at offices and homes; proactively conducting updates and changes for all Market data applications including Bloomberg, Eikon, Factset, Citrix, MS Office.
• Liaison charged with unifying partners, associates, and business units with the IT department.
• Effectively conduct periodic IT audits and continually manage inventory and systems.
• Ensure end-user communications for all system events and outages.
• Manage Mobile devices (iPhone, iPads Blackberries) via Airwatch Console (MDM)
• Successfully implement a help desk ticketing system; tracking incidents, prioritizing workflow, and gauging metrics and analytics.
• Help the Director of Support in Setting SLAs and identifying KPIs. Also assist in maintaining schedules for support staff along with providing performance evaluations recommendations and training.
• Constantly looking for ways to continuously improve overall customer experience.

Confidential, New York, New York

Senior Service Desk Associate

Responsibilities:

• Managed the inventory and deployment of new hardware and mobile devices.
• Skillfully utilized SCCM in order to troubleshoot, remote, and deploy software to users.
• Ensured company standards and continuity by onboarding new users and conversions.

Confidential, New Jersey, New Jersey

Senior Desktop Support Engineer

Responsibilities:

• Oversaw and managed the deployment of the Apple infrastructure in a Windows Active Directory.
• Effectively installed, configured, and troubleshot Blackberry and iPhone devices.
• Championed the launch of virtual machines; utilized Vshpere and Citrix Xendesktop.
• Established connectivity for field representatives and company salesforce.
• Successfully configured users on thin clients (VDI); utilized Wyse zer0-config and Wyse Linux boxes.

Confidential, Nutley, New Jersey

Desktop Support Lead

Responsibilities:

• Successfully planned, scheduled, and deployed the migration of 100 workstations from Windows XP to Windows 7.
• Created and implemented procedures and training materials for clients and staff.
• Built, deployed, and maintained virtual machines utilizing Vsphere.
• Created a Symantec Ghost Server for image deployment, maintenance, and backups.
• Effectively and efficiently deployed and maintained the Windows environment; utilized security patches (Big Fix and Shavlik).

Confidential, New York, New York

Systems Administrator

Responsibilities:

• Instrumental in vendor relations during a floor expansion.
• Utilized Ghost server to create, maintain, and update all hardware images.
• Created standards for all hardware; documented new procedures for applications.
• Successfully installed and configured all market data applications; Bloomberg, Reuters Bridge, Baseline, and Factset.
• Managed new and existing user accounts; utilized Active Directory and Exchange Management Console.

Confidential, New York, New York

Desktop Support Lead

Responsibilities:

• Effectively created and led a team of 6 desktop support technicians.
• Successfully coordinated with vendors to ensure efficient IT hardware and connections.
• Charged with the implementation and management of an asset management system; designed for hardware inventory and conducting audits.
• Efficiently installed, configured, and troubleshot all market data applications and managed all images of all new equipment.

Confidential, New York, New York

Senior Service Desk Associate

Responsibilities:

• Successfully performed installations, configurations and troubleshooting for software on-site and via Remote Installer; Windows NT & XP and Avistar (video conferencing equipment).
• Managed all workstation move support, including post-move support.
• Created and oversaw hotspare workstations across 3 buildings.