SUMMARY:

Efficient, result - oriented Desktop Support / Help Desk Support professional with 10+ years of hands-on experience as an Information Technology Professional with expertise and knowledge of Microsoft and other industry standard products to provide technology solutions. Demonstrate ability to apply comprehensive knowledge to increase efficiency, quality and end-user satisfaction by utilizing both past precedent and innovative approaches to generate superior results. Self-driven quick learner who always hits the ground running and requires minimal time to acclimate and perform. I believe in 3 things; service, service, and service.

TECHNICAL SKILLS:

Operating Systems (OS): Windows Server 2003/2008, Windows 7, Windows XP Pro/Home, Windows 2000/NT 4.0/98/95/3.x

Software Applications: Microsoft Office Suite 2010, 2007, 2003, XP, 2000, 97, Visio, MS Project, Outlook, Bullhorn webmail, cPanel Roundcube webmail, Microsoft Exchange 2007, Symantec Enterprise Vault, Legato Email Xtender, RightFax

Mobile Device Management: Blackberry Enterprise Server, MobileIron, McAfee Endpoint Encrytion, MacAfee Antivirus, Sophos Endpoint Security, Symantec Endpoint Protection, Altiris SMC (Symantec Management Console), Symantec Ghost Server/Multicasting, Acronis Snap Deploy, McAfee Epolicy Orchestrator 4.5, VMware, Citrix Management Console, Internet Explorer/Firefox/Netscape/Chrome Browsers, Bloomberg, Reuters Plus, Thomson Financial, Thompson's One, Factset, DealMaven, AIM, Google Talk, PatchLink, Boss Everyware, BWSI TempWizard, Atlassian Confluence Wiki, Adobe Acrobat Pro, Cisco Phone Apps (CUPC, Agent and Supervisor Desktop), CISCO Historical Report, Windows Steady State, AS400

Remote / VPN Management: Microsoft Remote Desktop, DameWare, Logmein, CISCO VPN client / WebEx, Juniper VPN, and F5 BIG-IP

Document Management: Driven-one, Relativity, Ringtail, Xerox E-Discovery Litigation Services

Ticketing Systems: Remedy, Track-It, ServiceNow, Altiris Helpdesk

Hardware: Computers Desktops, laptops (IBM ThinkPad Laptops T400-T431s/ x200-x230 series including x1 Carbon), ultrabook and netbooks (Acer, Dell, HP/Compaq, and IBM/Lenovo), Dell Optiplex Desktops, Dell Latitude Laptops, Dell Poweredge Servers, HP Compaq Elite 8000-8300 series, Hewlett Packard (HP)/ Xerox/ Lexmark/ Canon/ Epson/ Ricoh/ Brother/ Kyocera Copystar Printers, EFI Fiery/ Nuance eCopy ShareScan for Canon imageRUNNER, HP Digital Sender, Wi-Fi (wireless networking), Routers/ switches (D-link, Cisco, Netgear, and Linksys), Network Adapters, Cat-5, 5e, and 6 cabling standards, Lifesize Audio/Visual, Polycom, AMX Touch Panels with Extron Box, RSA SecurID token (hardware base), VMAX 8 digital watch-dog, SMART Board Interactive Whiteboard, projectors and televisions

Handheld Devices: Blackberries, Android, Pocket PC, Palm OS, iPad, iPhones, Apple IOS

Phones: Blackberries, Android, iPhone, pocket PCs/PDAs

Non-Technical Skills:

• Comfortable working under pressure independently and even as a part of a team to meet tight deadlines
• Excellent multitasking, proactive troubleshooting, problem solving and resource management skills
• Self-motivated to acquire new skills and adapt them to deliver enhanced results
• Confident, approachable, and patient worker with an ability to develop and maintain professional rapport with diverse colleagues and clients through effective communication
• Good listening skills which help in extracting information and understanding the problems faced by end-users

PROFESSIONAL EXPERIENCE:

Technology Associate

Confidential, New York, NY

Responsibilities:

• Support 2000+ high level clients onsite and throughout the world, including CEO/SMDs (senior managing director)
• Diagnose and resolve computer and application problems; deploy 500+ computers within 2 months for various projects
• Document all incidents, requests, and resolutions in ServiceNow an ITIL Based IT Service Management system
• Image, and deploy desktop/laptop using Altiris Symantec Ghost for the main office, branch offices, and developers
• Install and configure applications (Bloomberg, Capital IQ,, nVision Compliance/Desktop, Investran, Factset and other packages) via Altiris SMC
• Coordinate meetings by performing all meeting room and boardroom setup (Projectors, laptops, TVs, AMX Touch Panels)
• Simplify department processes, save time, improve efficiency, reduce redundancies by working with departments and implementing guidelines; for example creating diagnostic sheets and imaging procedures checklist to simplify troubleshooting while imaging PCs
• Save the company money by working with venders to repair all broken equipment that are still under warranty
• Lead various projects; including upgrading workstations in the branch offices, conference rooms, define image processing, and etc...
• Exceed expectation by meeting all project needs under tight deadlines; from imaging and configuring 20 workstations with in a day for new hires or imaging 100 computers for new analysts within 3 days

Desktop Support Analyst

Confidential, New York, NY

Responsibilities:

• Supported all users including VIPs/CEO in a Windows 2008 Active Directory environment; mixture of Windows XP/7 PCs
• Administer user accounts in Active Directory and created standard email accounts in Microsoft Exchange 2007
• Diagnosed and resolved computer and application problems via telephone, Remote Desktop, and Cisco WebEx
• Troubleshot over 2,500 devices: Computers, Blackberries, Printers, Copiers, Smart Boards, and projectors
• Ensured all incident tickets requests are closed on time and with high customer satisfaction.; worked with vendors when necessary
• Responsible for creating and managing standardized desktop images, and deploying computer image using Symantec Ghost
• Performed projects as assigned by management; worked off-hours as necessary for time-critical projects
• Prioritize requests for technical assistance received from all departments (Dental, Law, etc.) through Track-It, email, or via phone
• Configured IP address reservation by MAC address for network printers and computers in Active Directory DHCP scope
• Perform patching of network devices in the IDF (Independent Distribution Frame) and MDF (Main Distribution Frame) closets

IT Manager

Confidential, New York, NY

Responsibilities:

• Identified, analyzed, troubleshot, and resolved Windows XP/7 errors in a Windows 2003 Active Directory environment
• Provided local and remote technical advice for all users including CEO, managers, and etc.
• Managed and controlled all aspects of the NY project rooms which includes troubleshooting and deployment of PCs and apps
• Analyzed errors pertaining to user, application, platform, and hardware problems in person, remotely, via email and phone.
• Performed front-end support for all hosted document review management systems (Driven-one, Relativity, Ringtail and etc.)
• Provided mobile device installation, configuration, and troubleshooting support for Blackberry, Android, and iPhone
• Participated in all on-call support for late-night and weekend projects; ability to think outside the box set me apart from others

Technical Support

Confidential Brooklyn, NY

Responsibilities:

• Resolved application errors which include Office 2003/2007, Adobe CS5, web browsers (Internet Explorer and Firefox) and etc. in person, offsite, via email and by phone
• Identified and resolved security problems, and improve OS stability and system performance through Windows updates.
• Managed an active directory environment for use in password resets, disabling accounts, add users to groups

Helpdesk/Desktop Support

Confidential, New York, NY

Responsibilities:

• Provided desk-side, and off site technical support for all users including VIPs, CEO, traders, and etc. at the corporate office and satellite locations; as well as remote support with Windows RDP and DameWare Utilities.
• Provided Trade Floor Support/Help desk support for Bloomberg, Capital IQ, Factset, Thompson One, and DealMaven; also Reuters Plus profile issues
• Configured Bloomberg on Blackberries for traders, performed B change when system is unrecoverable and installed Excel plug-ins.
• Documented computer errors and user requests with Remedy Helpdesk application, and provided follow-ups for all incident tickets using Microsoft Outlook 2003/2007, phone calls, AOL Instant Messenger, and face to face communication.
• Provided support for Blackberry devices (Bold, Storm, Torch, Curve, and etc.) including purchasing, activation, configuration, troubleshooting, account service change, one-on-one training and documentation of users information.
• Configured Windows XP/Vista desktops and laptops with the latest updates using the Bank’s current guidelines.
• Troubleshoot and configured Microsoft Outlook 2003 along with Exchange server for end-users.
• Configured and troubleshoot Juniper VPN, and assisted users with the use of RSA token along with VPN access.
• Effectively worked with vendors (HP, and etc.) to resolve issues including software, warranty and repair of hardware parts.

Hardware/Desktop Support Analyst

Confidential, New York, NY

Responsibilities:

• Used Altiris to deploy XP images then use SMS (System Management Server) remote feature to query PC information and deploy software from the advertise collection of applications; including Market Data PC builds and deployment with dual and quad card
• Achieved one of the highest levels of productivity ratings consecutively; handled up to 2,000 calls per month.
• Provided sole support for more than 2,000 users for the IMAC department for about two months when short staffed.
• Performed network/PBX patching, resolution of phones issues, troubleshooting PCs, fax machines and printers errors.
• Used Active Directory and Remote Desktop to manage over 3,000 Windows NT/XP desktops and laptops
• Configured and performed troubleshooting of desktops and printers in a LAN/WAN environment.
• Kept business continuity plan members, and traders updated with the latest information by networking all the news broadcasts to their PCs and standalone TV sets; ordered equipment for user requisitions with e-Procurement software
• Played role in moving over 50 servers from New York (Manhattan) office to the disaster recovery location in Woodbridge on weekends to lessen negative impact on users; rack mounting, cabling, and labeling of servers.