SUMMARY:

An experienced, “hands - on” Enterprise IT Support/Trading Floor Support Manager/Engineer fluent in all the financial asset classes who brings an unparalleled dedication to superior customer service and technical support

TECHNICAL KNOWLEDGE:

Hardware: All Windows/Apple PCs/Laptops/Handhelds, Wyse VDI, HP/Ricoh Printers

Software: Windows NT 10, OSX, iOS, Android, Linux, Office 97 365, Exchange, SharePoint, SalesForce, SQL, Symantec, McAfee, Trend-Micro, Remedy, ServiceNow, Confluence

Mgmt: AD, Group Policy, Windows Server, DNS, DHCP, VMware/vSphere, Teradici PCoIP, Citrix, PowerShell, VBScript, SCCM, Altiris, BigFix, RSA, AppSense, WebSense, Varonis, App-V, Mimecast, ProofPoint, BES, Good, AirWatch, MobileIron

Financial: Bloomberg, ThinkFolio OMS, Sapphire EMS, Charles River OMS, CapIQ, FactSet, ThomsonOne, Sentry PM, Cadis, LiquidNet, MarketAxess, TradeWeb, Orion, Redtail

AV/Telecom: Cisco/Crestron/ Videoconferencing, Cisco/Avaya VoIP, IPC Turrets, Meraki

PROFESSIONAL EXPERIENCE:

Head of IT and Business Operations

Confidential, New York, NY

Responsibilities:

• Hands-on management of all IT services, security, and “white glove” support for a 50-person RIA firm.
• Single-point ownership for all technical support issues, IT requests, and oversight of Citrix cloud hosted provider
• Hired to revamp IT strategy toward greater organizational controls and efficiencies with a focus on vendor management
• Management of IT security and compliance
• Management of two operations associates who are tasked with CRM management, AUM billing, and periodic SOX testing

IT Operations Manager

Confidential, New York, NY

Responsibilities:

• Complete systems administration of a fully virtualized (VMware) Windows/MSOffice desktop running Teradici PCoIP
• Package/virtualize applications using App-V and deploy using Altiris
• Build and administer user accounts and mailboxes in AD/Exchange/BES/RSA
• Support Cisco videoconferencing in over 10 highly utilized meeting suites
• Support and administration of Cisco VoIP phones/polycoms and IPC turrets
• Administration of the Insight North America Intranet (SharePoint)
• Fixed income and derivatives trading support to the US front office (trading desk, portfolio managers, and credit analysts)
• Technical oversight of daily trade flow and execution within ThinkFolio OMS, Bloomberg, Sapphire, MarketAxess, TradeWeb, and Sentry PM
• Work with Middle Office on trade breaks, reverts, rebooks, repricing
• Work with Compliance on trade mandates, permissions, and violations
• Management of two technical/trade support techs, three BAU business analyst/developers, the facilities manager, and the office receptionist

Information Systems Manager

Confidential, New York, NY

Responsibilities:

• Executive Support, including home office setup/support, for all of Confidential C-Level
• Single Point for Information Security of the NY Office user community
• Management of the NY Help Desk

Site Manager/Engineer

Confidential, New York, NY

Responsibilities:

• Sole support engineer for the three offices totaling 100 users
• Home office support engineer for Managing Directors

End User Services Manager

Confidential, New York, NY

Responsibilities:

• Oversight of day-to-day production issues ("run the bank")
• Provided Windows/Mac desktop/telecom/Blackberry/videoconferencing support as well as AD/Exchange/SharePoint systems administration/access control
• Utilized SCCM to monitor desktop environment and deploy applications
• Mentored staff of seven desktop/help desk techs to constantly improve service delivery and troubleshooting
• Created and implemented a support strategy that successfully converted support model from reactive to proactive
• Designed and built a “Level 0” self-service online facility for password reset/unlock
• Compiled daily morning checklist indicating status of production systems, backups, network shares, and previous day's issues
• Utilized metrics and KPI's to offer insights into performance and help assess strengths/weaknesses/trends
• Periodically sent IT Support survey to user community for anonymous feedback on overall support and on individual performances
• Oversight responsibility for change management ("guardian of production")
• Held weekly change mgmt. review and provided approvals based upon impact to user community
• Introduced an organized procurement model for technology equipment that helped to create cost savings, greater efficiencies, and accurate inventory management

Senior Manager, Head of Desktop Support

Confidential, New York, NY

Responsibilities:

• Direct accountability and oversight of the Desktop Support department
• Managed a staff of three Desktop Managers supporting 15,000 end users in five regional hospitals and the corporate office