Professional Summary:

Desktop Support Specialist with 9 years of experience providing direct support in client-facing role for corporate offices of CBS, BLACKROCK, ING US, Wolters' Kluwer Health, Citibank, Morgan Stanley and Heating Oil Partners. Comfortable operating in a wide range of platforms and environments. Effective communicator able to explain complex processes in easy-to-understand terms for end users.

Technical Skills:

Compaq ProLiant Servers, Dell Servers, Windows Server Operating Systems 2K/03/08/10, Desktops Compaq EVO/DESKPRO, HP DC 7100, 7600, HP Z420, Z620, HP Z220 small form factor, E6400Dell E6500 Dell E6510 and Dell 6410, Dell OptiPlex small form factor Dell 910, Dell 9010, Windows Server 2K/03/08, Windows 2K/XP Pro, Win7, VMware, Virtual Box, Novell 4.92, Lotus Notes 8.5, Citrix Desktop, Outlook XP/2007,2010, Microsoft Office XP/2003, 2007, 2010, 2013. SCCM 2007, Active Directory 2008, Symantec Ghost, Power Quest, Symantec Norton Antivirus, Blackberry 7270, 7250, 8800, 8700, 8300, IPhone, Tablets, Samsung 3 4 phones.

Professional Experience:

Confidential

Desktop Support / Windows Engineer

• Windows 7 migration and provided post-deployment desktops support for variety of issues.
• Troubleshoot/root cause analysis, upgrades and day-to-day support of Windows OS for 2nd 3rd level support
• Post migration support for user's ticket assigned through BMC Remedy.
• Imaged Laptops and installed Bit locker Encryption software key. Supported users on Mac Computers.
• Perform IMAC Duties as needed. Asset scans associated with all IMAC service types to ensure continual update of hardware and software inventory
• Provide technical support services to client and corporate technical staff, for the post migration support.
• Used MDT USMT to capture personal setting, customizations, profile etc.
• Did UAT Users Acceptance on all workstations and did necessary configurations, create, modify and delete user accounts, change or assign permission, reset user Passwords troubleshoot domain connectivity issues.
• Develop and deliver documentation to ensure appropriate end-user support.
• Assisted different department like Air control, Air Traffic, Broadcast Center, CBS News, WCBS TV, News Path, CWD, CBS Worldwide, and supported there in house applications, such as Xytec Enterprise, WinOpis, Schedule All and Volicon, News path Now, ENPS, Traffic Master and Volicon IBS.
• Worked with Lotus notes 8.5 client on email issues setting up ID, profiles and troubleshooting.
• Provided remote and on-site desktops and printers support, and generated workable solutions.
• Installation, configuration, and support of enterprise applications, such as Microsoft Office 2013 suite, Adobe Professional, Lotus Notes 8.5 and other in house software.
• Installed Citrix client on the Desktop and configured and also used VMware on different department workstations.
• Performed server administrations support for Active Directory and Exchanged 2010 server.
• Administrator-level support for a corporate network print environment.
• Microsoft client operating system support in an Active Directory environment.
• Remote-assistance concepts and Cisco VPN.
• Develop and deliver documentation to ensure appropriate end-user support.

Confidential

Windows 7 Engineer / Desktop Support

• Windows 7 migration project and provided post-deployment desktops support for variety of issues.
• Troubleshoot/root cause analysis, upgrades and day-to-day support of OS.
• Used USMT to capture personal setting, customizations, profile etc.
• Perform IMAC/MAC Duties as needed. Asset scans associated with all IMAC service types to ensure continual update of hardware and software inventory
• Did a UAT Users Acceptance on all workstations and did necessary configurations, create, modify and delete user accounts, change or assign permission, reset user Passwords troubleshoot domain connectivity issues.
• Provide application support for Bloomberg, Aladdin, Fact set, Charles River, Reuters' and ILX.
• Post migration support for user's ticket assigned through BMC Remedy.
• Responsible for Level 2 support for all proprietary applications and 3rd party applications / software. Hands-on Trade Floor Support for Derivatives, Options, Institutional, and Hedge Fund traders on the floor.
• Provided remote and on-site desktops and printers support, and generated workable solutions.
• Installation, configuration, and support of enterprise applications, such as Microsoft Office 2010 suite, Adobe Professional, and other financial software..
• Performed server administrations support for Active Directory and Exchanged server
• Responsible for cabling engineering project to organize servers and switches closets.
• Updated websites ads by using Open X tool to post and keep tracking of number of visitors. Microsoft Office 2010 products and Microsoft Outlook.
• Installed Business Applications like Bloomberg, Charles River, Fact set and Reuters using HTA menu. Did UAT in each workstations installed on the floor along with the user.
• Administrator-level support for a corporate network print environment. Microsoft client operating system support in an Active Directory environment. .Remote-assistance concepts.
• Develop and deliver documentation to ensure appropriate end-user support.
• Configured Bloomberg ID and transferred there serial number from old XP computer to the newly migrated Win 7 computer.

Confidential

Windows 7 Deployment Engineer

• Acted as one of the day-to-day members for Win 7 migration problems/requests/scheduling and execution.
• This includes acting as the day-to-day central point of contact for migration problems/requests/scheduling/execution directed to the Windows 7 Migration Team.
• Perform IMAC/MAC Duties as needed. Imaged Laptops and installed Bit locker Encryption software key.
• Worked closely with the other Migration Team members, and also with the Deployment Team members, Clients and various other Network groups.
• Responsible for Level 2 support for all proprietary applications and prepare the Technology Support Center to properly handle Level 1 support.
• Hands-on Trade Floor support for Credit Derivatives, Futures, Options, Institutional, Retail, Hedge Fund traders on the floor.
• Used MDT USMT to capture personal settings, Customizations, profiles etc.
• Deleted workstation in Active Directory and SCCM and then scanned profile using the USMT scan to scan user profile. Cisco VPN Version Cisco IP communicator 8.6.1.0 and VPN client Win X 64 5.0.0.7.0290.
• Understanding of SCCM technology. Used Citrix and remote Desktop Tools.
• Experience troubleshooting of Outlook 2007 Office 2007/2010 in Exchange 2010.
• Booted the Workstation with SCCM Boot Media CD and then loaded the Win PE files and did a Disk format. Strong troubleshooting and documentation skills.
• Post migration support for user's tickets assigned through BMC Remedy and Infra.
• Installed Business Applications like Bloomberg, Charles River, Fact set and Reuters using HTA menu.
• Did UAT in each workstations installed on the floor along with the user.
• Proficient in end-user support and administration in Win 7 and Win XP environments inclusive of Active Directory user and workstation administration.
• Document Workstation and Network Procedures for the Migration Project.
• Ability to research technical issues to solve problems.

Confidential

Desktop Support Engineer

• Perform day to day desk side support for in house users and also remote users through tickets assigned by Remedy Ver 7.5.00
• Worked with Citrix XenApp/ Xendesktop as part of the migration.
• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
• Installing, configuring and troubleshooting MS Outlook in an Exchange Server environment.
• Perform IMAC/MAC Duties as needed.
• Install, configure, manage and troubleshoot network settings, NIC Cards, TCP/IP technologies, WINS, DHCP, DNS, proxy settings, perform client's software installations.
• Troubleshoot resolve issues related to Windows 7/XP, operating systems, network connectivity issues passwords logins in an Active Directory environment2000, proprietary software for in house and remote users. Helped remote users through LogMeIn remote tool.
• Deployed workstation images using Microsoft Deployment tool kit for Win7 and installed software through Marimba Tuner.
• Supported users on Mac Computers.
• Perform Software/Hardware Break-Fix Configured Wireless, Blackberry's, Air Cards from different vendors like Verizon, AT T and T-Mobile.
• Enterprise activation hand held wipes and also installed software for Air cards.
• Assisted users with RSA VPN tokens and installed the software for them to access the VPN.
• Video conferencing setup. Setup Panasonic F300XGA AV equipment.
• Supported MS Office2003/ 2007/2010.
• Keep track of inventory of laptops, PCs, printers, and mobile devices.
• Windows AD administration in Windows 2003 Server Environment Adding users, password resets, and unlocking accounts using Active Directory and adding computers to the domain.

Confidential

Desktop Support Engineer

• Deployment and Rollout of XP Workstations with Customized software within Citibank Environment for 2000 users.
• Provided remote and on-site support of Citibank corporate offices in Windows XP, Windows Server 2003 Active Directory environment.
• Imaged workstations with Citibank Ghost Server and pushed software with Radia distribution server.
• Performed UAT Users Acceptance on all workstations and did necessary configurations, create, modify and delete user accounts, change or assign permissions, reset user passwords, troubleshoot domain connectivity issues.
• Troubleshot and repaired Desktops and Laptops using ticketing software Remedy 6.34.
• Performed basic server administration support for Blackberries devices, activation and maintenance of mobile devices cell phones, wireless and air cards .
• Created accounts from Bes Manager, activated passwords and set policies
• Installed, configured and troubleshot MS Outlook in an Exchange Server environment.
• Setup new and replaced existing machines including installation and configuration of standard PC.
• Upgraded/updated software on workstations and laptops including reinstallation of corrupted or non-functioning software.
• Helped Remote users by using remote tool VNC. AT T Global configuration of VPN and setup
• Installed Point sec 6.2 security software for encryption purposes.
• Set up/configured local and network printers and troubleshoot issues.
• Troubleshot and repaired workstations and laptops using ticketing software Remedy 6.34.
• Kept track of inventory of laptops, PCs, printers, and mobile devices.

Confidential

Desktop Support Engineer

• Performed Desktop Application installation and configuration and also worked with software and hardware issues.
• Supported different business units such as Fixed Income, Retail, FID, Prime Brokerage, IBD, GCM and Equity for over 2000 users.
• Installation, configuration and support of enterprise applications such as Microsoft Office 2003, Adobe Professional, Open AFS, Win Aurora, Hummingbird Exceed, etc., in addition to various in-house Morgan Stanley proprietary applications.
• Prepared workstations for deployment, assembled hardware, performed diagnostic checks, installed software and ensured all programs and hardware worked correctly before delivery to end user.
• Built and deployed workstation images using win build client 2.0 and Ghost on PXE boot.
• Configured and troubleshoot MS Outlook 2003 issues that include, but not limited to delegates, calendar, cached mode, PST files, receiving/sending email, archive folders etc.
• Activated blackberry data services using BES Blackberry Enterprise Server .
• Resolved various connectivity issues pertaining to TCP/IP, and HP jet Direct and Wireless cards.
• Resolved ticket issues by using Falcon and Remedy 6.34 Ver ticketing software.
• Remotely resolved software and configuration issues using Remote assistance and Remote Desktop.
• Installed and configured dual Video cards and drivers on PC.
• Assisted floor customers with MS Office 2003, Blackberry Models7100G, 7130G, 8700 series.
• Windows AD Administration in Windows 2003 Server Environment Adding users, password resets, and unlocking accounts using Active Directory and adding computers to the domain.

Confidential

Help Desk

• 100 phone support resolution of desktop computer network connection issues.
• Reviewed, analyzed, and diagnosed Hardware/Software/Communications and Applications technology based problems in Windows XP operating systems.
• Software installation configuration either physically at user's station or remotely using VNC
• Troubleshot resolved issues related to Lotus Notes 8.5, Novell Network connectivity passwords logins in Active Directory Environment2000 proprietary software remotely using VNC or SMS connections and followed up on any unresolved issues.
• Responsible for software support with Novell client in an Active Directory Environment.
• Worked with Lotus notes client on email issues setting up profiles and troubleshooting.
• Windows AD Administration: Adding users, password resets, and unlocking accounts using Active Directory and adding computers to the domain.
• Blackberry resets and hand held wipes.
• Call center duties: Answered phones, Opened problem tickets, resolved issues, and using Citrix client 9.1 to help with troubleshooting PC's and laptops and Desktop Shadowing for remote users.
• Helped users in a Citrix MetaFrame and Novell Netware 6.0 environment.
• Technical achievements included multiple task asks such as setting up workstations and Laptops for new employees, configuring systems, and ensuring network connectivity, and Ghosting computers from both the Network and the CD.
• Worked with Lotus Notes client 7.0 setting up user Accounts on the Domino Server. Resolved issues using TVer.7.0 Helpdesk software.