Summary

Experienced Systems Administrator/Senior Desktop Support technician offering hands on experience providing Server, PC, Mac and mobility support in a Windows environment. Hands on experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure.

Confidential

Desktop Support

• Assisted the IT department with the migration of 500 Windows XP machines to Windows 7 at Brooklyn Corporate office
• Provided end user support and training of Windows 7 operating system and program applications
• Troubleshoot network folders, printers and network connectivity issues that arise after deployment of Windows 7
• Build and test machines with user profiles prior to rollout
• Assisted the New Jersey office support team with the rollout of 300 machines to new office location
• Provided senior level desktop support to all staff

Confidential

Desktop Support Engineer

• Responsible for the migration of 900 machines from Windows XP to Windows 7 at disaster recovery sites and main corporate office in New York and New Jersey
• Configured Office 2007 mailboxes and market data applications such as Bloomberg, Factset, Thomson Reuters and Reuters 3000 Xtra for assigned machines at disaster recovery sites
• Provided senior level desktop support for trading floors and varying departments after Windows 7 rollout
• Built new Lenovo ThinkCentre M82 and HP Z600/Z620 workstations and existing machines using DB MC7 application delivery agent and dbSPIN System provisioning tool throughout corporate office and disaster recovery sites
• Tested all corporate applications compatibility with Windows 7 prior to any deployments
• Configured new and existing machines, virtual desktops, Wyse Thin Clients, laptops, applications and user profiles for Windows 7
• Installed and configured Bloomberg application for new hires and existing employees
• Set up and configured Bloomberg terminals at various locations throughout corporate office
• Performed user profile backups of Desktop, Favorites, My Documents, Lotus Notes data, Outlook .pst and NK2 folders.
• Decommissioned all Windows XP machines throughout corporate network
• Provided hardware maintenance and HDD and memory upgrades as required
• Labeled and documented all machines on corporate SharePoint directory
• Coordinated with end user prior to deployment to verify all applications and settings are working
• Reported all technical issues that arise to appropriate personnel

Confidential

Desktop Support Technician

• Provided senior level desktop and systems administration support for trading floor employees throughout company
• Assigned to manage Maximo help desk queue and assign level 1 2 tickets to appropriate personnel
• Preconfigured, imaged, profiled and installed 600 Dell and HP laptops for the 2013 New Hire Program
• Encrypted hard drives on all laptops via McAfee Endpoint Encryption for PC's
• Installed proprietary applications and market data applications such as Bloomberg and Factset on new PC's
• Configured Bloomberg and Factset applications for new hires with appropriate ID's
• Provided desktop support for 600 new hires during New Hire Training phase
• Provided daily technical support for Microsoft Outlook 2003/2007 applications
• Provided VPN network and local printer support for Windows XP and Windows 7 platforms
• Resolve network connectivity issues as they arise

Confidential

Systems Administrator

• Assisted in the planning and coordination of upgrading our NYC office from Ethernet to Fiber with assistance of networking team
• Provided all levels of help desk support to our Chicago and San Mateo offices remotely
• Provided systems administration support for virtual Windows environment including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration
• Provided 1st, 2nd and 3rd levels of desktop support to all executives including Partners, Operating Directors, Principals, Associates and administrative staff
• Proficient in Active Directory and Exchange Management Console to accommodate new hires, departing employees, and various changes to user domain accounts and security/distribution groups
• Planned and coordinated the upgrade process of our Avaya phone system, WLAN and Ethernet bandwidth in our Chicago office
• Ensured 100 uptime connectivity with Disaster Recovery site one week prior to Hurricane Sandy
• Planned, coordinated and configured the use of 60 iPads and ensured network connectivity for offsite meeting with Partners
• Produced documentation on operational, system and user procedures and guidelines
• Build, configure and troubleshoot server and desktop software and hardware
• Provided advice on selection and purchase of IT equipment
• Maintained maximum availability of supported services for users
• Deployed 20 Lenovo laptops to end users using Acronis True Image
• Configured 5 Surface Pro tablets with Windows 8 for deployment to executive staff
• Responsible for all help desk and desktop support related matters
• Ensured adequate antivirus protection and solutions are maintained and updated
• Lowered spam by 50 using Microsoft Forefront filtering with real-time spam black lists for incoming emails
• Supported and configured all blackberry and iPhone mobile devices and tablet devices for use with our exchange environment
• Configured and upgraded MacBook Pro's to latest version of OSX 10.6 Snow Leopard for staff using Apple laptops
• Provided site to site video conferencing for all Executives and C level executives via Tandberg and Polycom video conferencing units
• Liaison to all 3rd party vendors

Confidential

IT Administrator

• Managed all the software solutions in place for end user desktops patch management, anti-virus, group policies, and passwords
• Solid understanding of desktop security anti-virus, identifying malware/spyware, local security policies
• Provided end user training through documentation and software solutions
• Managed group policies as directed by supervisor
• Created and managed all Aruba Networks Wireless Access Point user accounts
• Configured and monitored WSUS to deploy updates and patches to end user desktops and laptops
• Created help desk ticketing managing system through Spiceworks Monitoring Software
• Managed Spiceworks Monitoring Software to provide daily reports of all network related peripherals
• Created user accounts and VPN tunnels through Checkpoint and Sonic firewalls
• Set up and configuration for all IP phones using Cisco Unified Messaging System and Cisco Unity Unified Messaging throughout facility
• Deployed agents to all servers for daily, weekly and monthly backup management via CA ARCServe Backup
• Managed Sophos Anti-Virus Enterprise Console to prevent, detect and remove malware, adware and computer viruses
• Configured and managed Sophos Web Appliance to provide daily, weekly and monthly status reports
• Supported multiple mobile devices and backend applications such as BES and IOS configurations
• Built and deployed Windows 7 image to 200 desktop computers using Acronis True Image throughout facilities
• Served as back-up support to the IT Director for efficient and dependable operations of corporate computing environment, including server administration, applications availability, storage access network and data security
• Responsible for providing desktop, network, and enterprise operating system support to 500 end users in Yonkers and White Plains facilities
• Added, deleted and modified user accounts, distribution and security groups in MS Active Directory and Exchange Management Console to accommodate new hires, departing employees, and various changes to user domain accounts

Confidential

IT Coordinator

• Supported over 120 end users as the sole Desktop Support Analyst
• Provided all levels of support, including provisioning, maintaining, administering,
• troubleshooting and resolution of reported incidents and other requests for all iPhones, iPads,
• Android, Blackberry and Windows Mobile Devices
• Liaison with service providers including ATT, Verizon and Sprint
• BES account creation/deletion
• Deployed and configured exchange active accounts for 80 iPhones to company staff as part of
• a migration from Windows Mobile to Apple iPhone
• Deployed and configured exchange active accounts for 10 Android mobile devices to the Digital
• department for testing of application support
• Coordinated individual and departmental rollouts of Sony Vaio laptops as part of a company
• migration from Windows XP and Office 2003 to Windows Vista and Office 2007
• Setup Major League Soccer Windows 7 and Office 2010 image on Dell Inspiron laptops using
• Norton Ghost as part of a migration from Windows Vista and Office 2007
• Upgraded Office Mac 2008 to Office 2011 on all Mac platforms
• Installed and provided application support for Adobe Creative Suite on Mac and PC's
• Installed necessary software and application per department request
• Installed and repaired all PC hardware on Dell Inspiron laptops, MacBook Pro's and Lenovo desktops
• Deployed and configured exchange active accounts for 10 iPads to company executives while providing
• technical support
• Performed new OS installations and reformatting of PC's and Macs, driver and software updates
• Installed Skype, AOL, Yahoo, Windows Live, Mobile me and iChat messengers on all PC's and Macs
• Served on rotating on-call support team on a 24-7 basis to limit league wide system down time providing
• remote support
• Assisted in the relocation and installation of 25 Macs to new office for League Office Digital personnel
• Added, deleted and modified user accounts, distribution and security groups in MS Active Directory and
• Exchange Management Console to accommodate new hires, departing employees, and various changes to
• user domain accounts
• Troubleshoot minor LAN and wireless network issues
• Managed end user creation for all Intranet applications
• Regularly performed routine maintenance on PC's and Mac's as needed for support
• Created and maintained troubleshooting documentation for IT staff
• Configured printers for networks and individual computers
• Troubleshoot and resolved all conferencing issues
• Coordinated with Human Resources for providing internal user moves
• Logged calls in problem tracking system accurately and thoroughly with comprehensive detail
• Communicated with IT Support staff/management to discuss problem status, policies, procedures and
• Documentation.
• Rolled out vendor security updates and service packs on a monthly basis using Windows Server Update
• Services
• Troubleshoot, resolved and logged security issues such as viruses and malware
• Configured and troubleshoot telephony issues
• Maintained IT inventory database

Confidential

Technical Support

• Responsible for troubleshooting, defining and resolving callers questions
• Handled multi-call line phone system, responding to live chats, emails and voice over IP
• Strong ability to multi-task
• Able to turn customer service calls into sales opportunities
• Act as liaison between customer and other departments
• Made recommendations to enhance the existing Call Center operations
• Provided technical support for AT T Remote Monitor, BellSouth HomeMonitor and Motorola
• homesight home surveillance systems
• Assisted customers on proper port configuration of their network routers for use with our home
• surveillance systems
• Provided first line of support for the company to all customers to resolve technical issues
• Maintained customers information using a customer web interface
• Answered technical questions regarding system software and their requirements
• Investigated issues reported by customers and dealers in a timely and efficient matter

Confidential

Information Systems Technician

• Assisted in deploying internal help desk, including software selection to provide support for software,
• Printing and network issues
• Creation, maintenance, auditing, and deletion of user accounts
• Configured, assembled and installed workstations throughout the ship and ensuring network connectivity
• PC and desktop applications
• Upgraded, modified and replaced hardware, software and network components
• Support to internal help desk to resolve user concerns with specific applications including Windows 2000
• Professional, Windows XP Professional and Microsoft Office applications
• Monitored system performance and gathered data
• Experience troubleshooting and maintaining PC and desktop applications as Communications
• Watch Supervisor
• Regularly performed hardware and software maintenance
• TCP/IP, Ethernet and computer networking skills