SUMMARY

• Experienced supporting traders and non - trading users for top tier financial institutions providing helpdesk, desktop and server support with a client focused performance approach.

Broad working knowledge of the following: Help desk, desktop support and server support best practices; MS Windows desktop and server platforms including email and productivity technologies; LINUX knowledge working with Linux Mint, Redhat Linux, OpenSuse and any linux variant I can get my hands on; Mobile device support Android, Blackberry and IOS; Remote Access Support and related technologies think Citrix Receiver, VPN technologies, and legacy client server access models; Computer hardware (desktops, laptops and server) deployment, repair and troubleshooting, also ability to provide end user coaching and training for these technologies; I am enthusiastic passionate about technology, quick learner positively contributing to the IT team while completing required deliverables including required project work and daily problem solving tasks.

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Helpdesk, Desktop Support

Responsibilities:

• Interpersonal and phone support in high volume environment utilizing the following ticketing systems: Peregrine Service Center; IBM Maximo and Remedy also reporting metrics to management
• User account administration via AD, Outlook/OWA, SharePoint, Blackberry and BYOD support typically Boxtone and Good for Enterprise, Cisco VPN and Citrix receiver remote access problem solving. I
• Intermediate level server administration, maintenance and repairs; working with vendors and in house engineers to resolve outages with in the trading division this has included company adopted desktops and laptops.
• Providing impeccable helpdesk and desktop support to senior level executive management and their direct reports where - typically utilizing a bend over backwards attitude to meet deliverables.
• Interfacing with senior level management providing call volume and ticketing metric stemming from chronic and daily user issues.
• In person desktop support problem solving and troubleshooting of proprietary and vendor related financial trading applications and systems.
• Low volume technical documentation and training to users and colleagues with business specifically to introduce new procedures and newly inducted technologies.
• Platforms supported include: MS Windows, Mainframe, Redhat Linux, Solaris, Android, Blackberry, IOS, Citrix and Cisco products.

Confidential, New York, NY

Helpdesk Support Analyst

Responsibilities:

• Mid to high ticket volume helpdesk providing phone and desk side support utilizing Remedy to log and track user issues also involved in project work.
• Market data application support for Bloomberg, Nasdaq Workstation, NWII, TradeStation, LightSpeed, Briefing, BridgeStation, Street Accounts, Pink Sheets,
• Microsoft Office, MS Outlook/Exchange and general desktop and web application problem solving on trader’s desktops.
• VPN and remote access problem solving, MS Office Excel and Outlook, development and proprietary application problem solving and uat testing
• Diagnosed and repair dell desktops and laptops plus HP network printers consisting of: HP 9000, 4000, and 1300 series printers.
• Supported senior level executive users, typically compliance, legal and head of division plus heads of trading desk.
• Setup and troubleshot Blackberry and Good for Enterprise personal mobile devices for email access in accordance with internal mobility policy.

Confidential, New York, NY

Trade Floor Support Technician

Responsibilities:

• High call volume help desk supporting fixed Income traders and non-trading users in a technical support role.
• Sun Unix hardware Sparc platform and application troubleshooting consisting of bash, perl scripting and package/patch management. Standard application support for Bloomberg, Reuters, MS Office, Visual Studio, and various API front ends, etc.
• Diagnosed and repair LAN printers consisting of: HP 8000, 5000, 4000, and 2000 series network and personal printers.
• Lotus Notes, MS Outlook and general Internet email problem solving at desktop or laptop for traders and users.
• Market data application support for Bloomberg, Reuters Kobra, Dealing Station, EBS, FX Connect etc.
• Supporting Unix apps: BSS, STS Trader, TRW, also all helper apps like Hummingbird Exceed and 3270 Emulators.

Confidential, New York, NY

MS Windows NT/XP deployment technician

Responsibilities:

• Windows XP Deployment project involving pre/post desktop deployment support skills, user interaction and analytical problem for Active Directory and Novell 6 platforms.
• User account administration for MS Windows Active Directory and Novell NetWare infrastructure also utilized proprietary report generation tools account activity.
• Modifying user accounts for Novell NetWare Confidential Atlas/ Confidential NDS and Active Directory infrastructure.
• Resolved connectivity problems with TCP/IP and IPX/SPX, using ping, ipconfig, tracert, route print, etc.
• Lotus Notes, MS Outlook and general Internet email problem solving at desktop and on laptop for users.
• Resolve application issues for Confidential in house and vender supplied software packages.
• Modifying, updating and deleting active and non-active user accounts residing in 200+ NT 4/2000 domains.

Confidential, New York, NY

MS Windows 2000 migration specialist

Responsibilities:

• Corporate HQ MS Windows 2000 migration project involving pre/post migration support skills, user administration and analytical problem solving in accordance with internal corporate technology policies

Confidential, New York, NY

Trading floor support technician

Responsibilities:

• Consultant project during corporate restructuring offering help desk & desktop support to Equities, Fixed Income and middle office users and financial support staffs.

Confidential, New York, NY

Trading floor support technician

Responsibilities:

• Consultant project consisting of system migrations during merger.
• Supported Fixed Income Traders and Back-office users, rendering level 1 and 2 desktop support while in transition.