SUMMARY:

19 years Financial Industry experience 12 years of Training Coach experience 7 years experience in practicing ITIL Problem Management Best Practice. 5 years experience leading the day to day operations of the IT customer service center by training, developing and providing guidance to the Helpdesk. 8 years of Knowledge Management Documentation experience. 7 years of PMO experience supporting, tracking, and delivering project status. 5 years IT Business Continuity & Disaster Recovery experience 12 years of configuring and setup users/groups or Access Control Lists 12 years Desktop Support Windows XP, various software and hardware 12 years of experience with charting, calculating, formatting, data analysis (Vlookup) and automation (Pivot) within Excel.

SKILLS:

Databases: MS Access, Sybase, Oracle, SQL

Environment: s: Windows Operating Systems 98/XP/Vista, Solaris, Linux, Mainframe, Market Data, VPN

Blackberry wireless Tools: LDRPS, PPM Clarity, Work

Bench Servers: VMWare Virtual Object System, NT Server Ace, CitrixXen App Server, Windows 2003/2008 Server, Profile Administration, Active Directory, Meditech Server, Systems Management Server SMS, Dameware Remote Control, Citrix Metaframe Web Client, Syscon, Meeting Place, Sharepoint.

Software: iConnect, WebEx, Sametime, Mercury Quality Center, eRequest/Ariba, LAN Print Servers, Microsoft Office Project 2007, 2007 MS Word, MS Excel, MS PowerPoint, Visio, Lotus Notes 7.5 & 8., Outlook 2007, Lync210 Crystal Reporting, People Soft, BRIO, McAfee, Service Center, Service - now, Remedy 7, Magic Service Desk., Photo Shop Editor, SnagIt Internet Explorer, Bloomberg, Reuters, Charles River, Document Direct, MERVA, Keystone, AS400, CICS, VTAM, Netview, Omega, TSO,SWIFT, Actel, PBX, Avaya, Mac Star, Rumba, AT&T, Shiva, RAS, IPass, AnyConnet, MAS.

EXPERIENCE:

Confidential, Morris Town, NJ

Responsibilities:

• Manage Clarity Run book
• Manage/ share Project knowledge documentation via sharepoint.
• Open & track Team Remedy Ticket History
• Create 8.1 Remedy Knowledge Management documents
• Responsible for backing up SQL Databases
• Route Application Database issues to Fijtsu Support
• Assist IBM with applying patches/fixes via Confidential QA environment
• Attend daily application status meetings
• Track project issues
• Prepare project weekly PowerPoint deck detailing all risk and issues reported
• Prepare application scorecard weekly
• Monitor application server activity via HP BSM Monitoring tool
• Support offshore team 24/7

Confidential, Franklin Park, NJ

Jr. Project Manager

Responsibilities:

• Responsible for adding Team members budgeted hours utilizing the VPMI System.
• Responsible for reporting project budget information weekly.
• Track project deliverables and closed out VPMI Tasks daily.
• Update or Ask for new roles and budgeted hours via the Agility Resource Central ARC.
• Create Change Requests.
• Submit Status Reports (CSR) with Budget information weekly.
• Manage the Resource Forecast spreadsheet.
• Manage the Supply and Demand spreadsheet.
• Manage department documents via SharePoint.
• Created Excel workbook to track the life of 28 deliverables
• Track deliverable utlizing pivot tables to include charts
• Support 8 Senior Project Managers

Confidential, Bedminster, NJ

Clarity Technical Trainer

Responsibilities:

• Participated in the development and delivery of the Clarity PPM v13 IT Training Program.
• Responsible for introducing CAM key work functions and IT CA Clarity general processes and workflow.
• Reviewed different components of the main General Page advise how to build personalize or configure portlets.
• Explained how to build a Team add participants to a project via the Resources Page.
• Explained how to create and manage tasks via the Work Breakdown Structure Page.
• Explained how to manage folders and documents via the Document Manager.
• Explained where to go manage the investments or view project status via the Dashboard.
• Explained the Change Request process.
• Created A variety of presentation materials and documents that was designed for delivery to a wide range of users.
• Prepared Clarity Helpful Hints for VZW Intranet user groups.
• Create FAQ’s for IT Clarity Knowledge Store
• Assist Projects Manager with managing projects within Clarity.
• Provide one- on-one Clarity Training.
• Field Clarity Help questions daily.
• Prepare & submit Clarity Defect Reports.
• Work close with Developers regarding Clarity IT Enhancement Requests.

Confidential, West Chester, NY

Project Administrator

Responsibilities:

• Prepare accurate program work stream status reports
• Track percent complete key deliverables life cycle
• Report my findings on marked as 100% complete deliverables weekly
• Manage the SMT Deliverable List by ensuring that all completed deliverables and approvals are loaded to the SharePoint folder list
• Prepare Exit Gate Material for verification
• Extract Confidential ’s actuals from MS Project and compare with Deloitte PMC actuals for Program Plan weekly
• Responsible for keeping track of all action items and the decisions log for Confidential Program Manager
• Updated program and all project work plans
• Meet with Clarity Support weekly and serve as Clarity support person for SMT
• Train all new SMT resources on how submit time.
• Manage new resources and terminated for SMT Clarity system access requests
• Assign team members tasks in Clarity/MS Project Plans to facilitate the time-tracking process
• Create the Clarity missing Time Report and send out reminder emails.
• Assign Resource Managers
• Add all new onboards to project plans
• Creates and maintain the project Work Breakdown Structure
• Monitor project plan ETC’s daily
• Report Resource assignment details weekly.
• Manage Team Risk/Issues/Change Requests via Clarity reports and post updated artifacts to SharePoint
• Responsible for creating RIC analysis reports and identified those for escalation weekly
• Manage all project activities in post project documentation to group share
• Manage group Key Activity Calendar
• Create PMO Meeting agenda and forward minutes for follow up
• Responsible for following up on Action Items
• Schedule and prepare PowerPoint deck for large PMO meetings
• Support 30 Project Managers

Confidential, New York, NY

Project Administrator

Responsibilities:

• Assist IT Project Managers with CA Clarity plan/resource updates
• Add and assign Resources to Project Staff Teams via workbench
• Assign Resources & work time to incidents tasks for Clarity entry
• Create data analysis Vlookup excel report with resource total hours by project
• Track Trends of Incidents Monthly by creating pivot tables weekly
• Export resource allocation and ETC data via Clarity for Project Managers
• Responsible for managing Team work breakdown structure of project reports and tasks in Clarity
• Maintain the projects and posts documents to SharePoint Repository
• Review Project Managers plan documentation to support COBIT and SAS70
• Produce and coordinates submission of CAPA Template to SAS70 Inspectors
• Monitor and update allocations & ETC for PM
• Assist with Financial Reporting for PM
• Update Deliverable Pipeline task attribution.
• Create weekly budget actual summaries, for all projects and tasks
• Build out work stream function traceability matrix
• Create PowerPoint Incidents Analysis Monthly Report
• Trace Technical Requirements back to Business Requirements
• Support 4 Project Managers

Confidential, New York, NY

Business Continuity Analyst

Responsibilities:

• Converted the Global Business and Financial Services LOB from their old Business Continuity Plans to LDRPS Release 10 program product from Strohl SunGard
• Managed and located the General Business and Financial Services Line of Business release, Business Continuity Plan for 160 locations world - wide
• Converted old recover plans to LDRPS; publish LDRPS Plans, obtain review and approval of LDRPS Plans
• Provided the department with Business Content Management Solutions that included setting up sites, creating document libraries to management documents, I utilized workflows, within SharePoint
• Developed a Baseline to judge the current plans ability to support Recovery Operations.
• Prepared Agreed upon Gaps and Exception guidelines and resolutions Microsoft Excel reports.
• Develop LDRPS Plan format / content in association with end-user.
• Incorporated information management policies to be in compliance with auditing and SOX
• Created customized views, macros and synchronize SharePoint lists between Excel and SharePoint.
• Created Team calendar with all members and stakeholders that agreed to make the project a success within the SharePoint System.
• Defined and delivered training to end-users on the LDRPS product.

Confidential, Jersey City, NJ

Senior Lead Helpdesk

Responsibilities:

• Manage Junior and Intermediate Helpdesk Agents on the daily basis on hardware and software complex issues
• Produce standard and ad hoc reports as requested, perform quality checks for CSC daily statistics reports, produce CSC monthly statistics reports and weekly analysts performance reports.
• Act as a point of contact for alerting problem management of critical issues to assure harmonization.
• Assist team in analyzing and resolving problematic issues to speed resolutions and increase 1st level resolution rates.
• Monitor call processing to ensure CSC call answer and abandon goals were met, monitor calls taken to tickets opened ratios to ensure CSC problem ticket creation objectives were met, monitor staffed to available time ratios to ensure equitable distribution of workload.
• Act as liaison between implementation personnel management, and vendors by conducting meetings to review project details and obtain approval and signoffs.
• Organized and maintained the group attendance calendar, as well as reserved conference rooms for training or group meetings.
• Create Helpdesk Analyst skill IDs via Confidential Software.
• Developed the training handbooks to accompany new helpdesk agents as well as lead the training sessions.
• Developed the knowledge content for Systems Support and Global Self Help.
• Attend Systems meetings to keep informed of project updates and new issues, and maintain communication with other members of the project team o Monitor significant problems via 24x7 Remote Automation Server for Linux/UNIX.
• Maintained and updated shift logs (status reports) and critical messages. o Monitored the internal CSC communication when the team was operating in crisis mode.
• Gathered pertinent information and data in order to identify and diagnose problems and then determine resolutions.
• Review technical documents for distribution to senior staff.
• Developed and managed my special projects. Such as CSC knowledge database, Service Center conversion to Magic 8.0 data cleanup, the Helpdesk Support Self Help intranet site, remote access testing, and HP printer roll-outs.
• Function as backup to problem tracking system database administrator to ensure system availability, continuous functioning of email notifications and efficient functioning of standard reports.
• Manage the Remedy System centralized data elements. Which were to create or change initial group setups, initial user ID setups, categorizations topics, client Profiles, Group Buckets names, Support Teams and etc.
• Responded to all cases assigned to the Magic Administrator queue.
• Resolved customer issues regarding application, data entry and processes within a wide range of platforms (LAN, Voice, Mainframe, Midrange, Security, Web Portals and Market Data Services).
• Routinely remotely logged into Unix / Sybase production servers to check status of systems and error logs resulting from production and testing processors or system backups.
• Provided specialized support for international divisions.
• Reset LAN, Mainframe, RAS, Protected Products and Profile Admin passwords.
• Responsible for setting up mobile end-users with VPN access as well as troubleshoot connection issues.
• Created Niku Clarity new user accounts, configure account permissions, enabling account access, disabling account access
• Created End Users CBT Computer Base Training accounts via the Skill Port Administrator Server.
• Helped activate and setup Blackberry units for new employees.
• Used trouble tickets (BMC) Remedy Action Request System and escalated issues to third tier support personnel for resolution.
• Assist Level 2 with equipment moves; install PCs, monitors, printers, and peripherals for end-users.
• Act as liaison between implementation personnel management, and vendors.
• Routinely arrange and conduct one on ones with the user community to streamline business requirements and flow charts for PMs.
• Prepared test scripts base on end users information.
• Respond to emergency situations within the firm than send follow-up e-mails to Senior Management.
• Created Visio flow diagrams and document the process.
• Assist Project Managers with UAT testing phases utilizing MS Excel.
• Manage the SLA worksheets, Project Team Test Event log as well as the Incident log.
• Monitor the IBM Test Director System test defects. o Track project goals and milestones.
• Responsible for binding and reviewing project plans for the summary of the project, key objectives, timeline for project completion, and the list of team members with contact information, an team member responsibilities and expectations as well as all other supporting documents.
• Provide Senior Managers with Pandemic updates, weekly, on the status of outbreaks.
• Assist with coordinating and conducting Business Impact Assessment and Risk Assessment reports.
• Generate Risk progress reports and follow-up with BCP coordinators via e-mail.
• Responsible for capturing meeting minutes and actions items.
• Responsible for sending out an agenda, action items and an affirmation of the next meeting.
• Prepare PowerPoint presentations on Migration project status for senior staff.

Confidential

Sr. LAN Technician

Responsibilities:

• Performed front line support for unique cross platform Network (Windows NT/98/2000, Mac OS)
• Provided LAN/WAN database support.
• Performed day-to-day LAN administration duties to include user profiles and security access for a NetWare LAN, Intranet, UNIX and AS400 systems.
• Analyzed and removed virus threats from end-user computers without losing critical data.
• Provided interdepartmental support to less experienced and intermediate Helpdesk Agents on hardware and software issues.
• Identified and researched outdated content, broken links and missing content.
• Created step-by-step procedures for various functions involving IT.
• Routinely identify problems and readily share information with teammates.
• Categorized, recorded and resolved problems using Service Center. Resolving 80% of call on 1st call.
• Submitted and follow up on new/updated service requests (Remote Access, Name Change, Emergency and Application).
• Responsible for moving equipment installing PCs, LAN printers, and peripherals for end-users.

Confidential, New York, NY

Client Service Analyst

Responsibilities:

• Responsible for taking incoming calls from Shareholders.
• Respond with high quality timely responses to client and prospect requests.
• Prepare reports/presentations, and coordinating mailings.
• Trust Company Bank Consumer Credit Clerk, (August 1993- October 1995)
• Provides financial, administrative, and clerical consumer credit services.
• Posts figures to appropriate accounts through a computer and verifies all data entered.
• Process cash payments, issues receipts, prepares checks for disbursement, deposits funds into appropriate accounts, prepares reconciliation of balances, and posts balance to appropriate ledgers.
• Reviewed a variety of financial documents such as claim forms, vouchers, invoices, and purchase orders to determine eligibility for payment.