TECHNICAL SKILLS:

Hardware: HP, Compaq, Dell, Cisco, IBM, Sun, Juniper, Nortel, Apple

Software: Ms Office, Visio, Ms Project, Outlook, Lotus Notes, Window xp, NT, Vista, MS Server 2003 Unix. Reuters 3000, Traders Toolkit Market Data Support, Factset, Intext, RSA Server, Bes Server, VPN, Secure ID, Tullet, People Soft, Citrix, Meta Frame, Bes Sever, Cisco Works, Reuters, Moody s, S&P, Windows 7, Windows 8, Thompson, Trade watch, DACS, Reuters, Bloomberg, FIX, NASDAQ, Summit, MS Exchange, Novell, Java, Moody s, Thomson Financial, Fitch, Baseline Raptor, Fidessa, Market Data Bloomberg, Reuters, Trade blade Broker Tec, Espeed, and Factset, Barclays, Market Access, Tullett, Summit, Moody s, Spectrum, S&P, ISE, Thompson, Nice, Remedy, Magic, MDM, Mobile Iron, Intune. Office 360, SAP, LogMeIn, SCCM, s Office 2013/Office 365, Lync, (Windows XP, 7, 8, OS 10*).

PROFESSIONAL EXPERIENCE:

Desktop Support Manager

Confidential

Responsibilities:

• Responsible for building a support team that provides 24/7 global support coverage.
• Provided mentoring and leadership to staff, conduct staff performance reviews and create individual staff development plan as needed.
• Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organizations.
• Streamlined and refined internal processes to increase efficiency.
• Manage vendor relationships and decreased IT expenditures by establishing standardization and contact negotiation.
• Domain Migration
• Supervised and trained help desk technician and administrative staff.
• Office 356 Migration
• Responsible for new facility build outs, planned and procure all necessary hardware for new site.
• Oversaw creation and implementation of Customer - Oriented Satisfaction program, which assessed and identified strengths and weaknesses of technical support policies and procedures.
• Responsible for ensuring performance metrics are achieved within SLA.
• Responsible for yearly budgeting and forecasting.
• Consulted with principals of user departments to determine areas for service improvement.
• Responsible for asset management and replenishment for all IT inventory
• Analyze ticket metrics and led changes to reduce ticket volume.
• Created training materials
• Manage ticket metrics and led changes to reduce ticket volume
• Consulted with principals of user departments to determine areas for service improvement.
• Initiated, researched, specified and submitted to vendors all IT hardware and software
• Directed strategic initiatives to achieve growth, cost reduction and supportability of IT.

Desktop Support Lead

Confidential

Responsibilities:

• Desktop Support/ Trading Floor Support
• Trading Floor support
• Telecom Vendor management
• Provide trader workstation building, troubleshooting and security patching.
• Turret Voice Support
• Desktop Support/Help Desk Support
• Wireless Support Blackberry, IPhone, I pad
• Network Support
• Moves add and the group.
• Asset Management
• Printer Installation
• Active Directory
• Cisco VPN
• Wireless Device Support Blackberry, IPhone, IPad
• Market Data Administration, DACS
• Market Data Asset Management MDSL
• Support Front Office, back office, compliance and legal team
• Windows 7 & Deployment, project management
• Cisco IP Phone Installation, configuration and deployment.
• Support Front Office, Middle Office, and Legal and Compliance teams
• Video Conference Support

Trading Floor Support Lead

Confidential

Responsibilities:

• Managed procurement of IT related equipment and supplies.
• Managed incident logs and reported performance metrics for IT systems.
• Managed nine technicians
• Provided regular performance reports on activities and projects
• Helped to establish SLA
• Managed Service Desk
• Managed Desktop Support Group
• Market Data Support
• Vendor Management
• Wireless Device Support
• Incident Management
• Triage Support
• Wireless Support Blackberry, IPhone, I pad
• Prepared weekly meetings with team and followed up with meeting notes and action items.
• Supported sales force with VPN and wireless networking issues
• UAT Testing

Trading Floor Support

Confidential, New York, NY

Responsibilities:

• Provide trader workstation building, troubleshooting and security patching.
• Turret configuration, deployment and vendor management.
• Desktop Support/Help Desk Support
• Wireless Support Blackberry, IPhone, IPad
• Network support configuration
• Moves add and changes
• Manage Ticking System
• VMware
• Printer Installation, Active Directory
• Account Administration
• MS Office 2010 Deployment, testing, troubleshooting, and configuration
• Market Data Administration, DACS
• Market Data Asset Management MDSL
• Support Front Office, back office, compliance and legal team
• Windows 7 Deployment, testing, troubleshooting, and configuration
• Cisco IP Phone Installation, configuration and deployment.
• Support Front Office, Middle Office, and Legal and Compliance teams
• Video Conference Support
• Provide technical support for the CEO and CIO office
• Provide technical support to Network Security, Wintel and Developer.
• Remote User support, VPN, Citrix and Remote Desktop.
• Email Support Outlook and Lotus Notes.

Market Data Administrator

Confidential, Charlotte, NC

Responsibilities:

• Investigated documents and vendor accounts in order to resolve billing discrepancies.
• Analyzed and executed payments of market data invoice
• Performed monthly DACS and Bloomberg interfaces.
• MDSL asset management tool
• Manage Market Data Inventory
• Asset Management
• Software Audit
• Project Management
• Allocated invoices and prepared automatic uploads to the general ledger.
• Created monthly financial reports for various lines of business.
• Highlighted duplication of services to assist business with cost reduction.
• Monitored and maintained all market data service inventory for end users.
• Processed market data entitlements.