EXECUTIVE SUPPORT / SENIOR DESKTOP ENGINEER

• Senior desktop professional with 10+ years experience in Technical Support
• Excellent diagnostic skills and consistency in problem solving
• Executive support and team lead; Escalation point person for helpdesk team
• Technical support for project management and network enterprise teams, local and nationwide projects.
• Superior staff management

TECHNOLOGIES

• Windows XP / 7
• Mac -OS Leopard
• Ms Office 07 / 10
• Symantec/Norton
• Outlook 07 / 10
• Market Data apps
• TCP/IP - Ethernet
• Wi-Fi /air cards
• VPN client / web
• Admin tools/ SMS
• BES server
• Safeboot Encryption
• Dell laptops / workstations
• HP Network printers
• Blackberry / Smartphone
• I Mac / G5 workstations
• Mac books laptops

PROFESSIONAL EXPERIENCE
Senior Desktop Engineer
Confidential / New York , NY 2009 - Present

• Executive Level Support and team lead; Resolve Escalated Tickets for Level 1 and Level 2 groups
• Support Remote User Centers and Headquarters; Assist Enterprise group with ongoing projects
• Mac OS, Hardware and Software troubleshooting
• Work with Project Management on Department Projects
• New Hire set up (moves, additions, changes, etc.) and Training
• Current Projects: Head Office Systems Move, Executive Computer Upgrades, Satellite Office Set Up

Senior Technical Resource
Confidential / New York, NY 2007 - 2008

• Nationwide Level 3 Technical Support. Resolved escalated tickets for the helpdesk group.
• Hardware and Project support for Network Group Administer. Troubleshoot user accounts and privileges via AD and Novell
• Created and Updated technical systems documentation
• Supported Business Events Nationwide

Floor Support / 2nd Level
Confidential/ New York, NY 2005 - 2006

• Account Configurations and Troubleshooting for Blackberries and BES’
• FileSite Roll-out and Software Testing. Acted as liaison between Headquarters LA office and NYC office
• Outlook User Configuration and PST setups
• Troubleshooting Tools with Windows remote and magic ticket systems
• Hardware Troubleshooting: ThinkPad’s Dell gx series and wireless connections
• Backup support for network operation team, backup tape, wireless, printer setup.
• New hire and Video Conference setup

Desktop Support (contact)
Confidential - IBM / New York, NY Aug.2004 - Dec. 2004

• Desktop support for the Wall Street location. Troubleshooting tickets from 1st level helpdesk.
• Use of Timbuktu to remote control user’s workstation to solve OS and software problems.
• Installation & Rebuilding of User Workstations, OS Replacements, In-House Software
• Desktop Support for 2000 plus users, troubleshooting Lotus notes, Ms Office and in-house applications

Confidential / New York, NY June 2004 – July 2004

• Installation and Updates of Norton Antivirus , Windows updatesand configure E-mail client’s Eudora6.1 and Outlook2003 from POP to IMAP for 1200+ user., on Windows NT, 2000 and XP workstations Department migration

Technical System Support
Confidential New York, NY 2002 – 2004

• Resolved helpdesk calls for entire Law Firm and Two Satellite Offices (300+ partners, attorneys & supporting staff).
• Managed daily backup systems for filing applications, mailing systems and client-base software.
• Provided new hire Meridian telephone training and workstations. Installed and maintained accounting department Elite Enterprise software (on-going project), troubleshoot IBM ThinkPad’s, PDAs, Blackberries, and windows NT and 2000 Compaq workstations problems.

Technical System Support
Confidential / Stamford CT 2002

• Provided 2nd and 3rd level hardware and software support for the entire Connecticut office (460+users), which included Research, HR, Trading floor and Investment Banking.
• Daily tasks multi-Outlook profiles on user’s workstation, installed and configured RAS and VPN on laptops.
• Recycled and upgraded IBM ThinkPad’s.
• Upgraded the Connecticut office wireless laptops, using Cisco Aironet Cards from 40bit to 128bit Encryption’ in addition to it’s software, firmware and drivers.
• Other projects included upgrading all desktop-running Windows NT.4.0 to Windows 2000/XP and testing new PC builds deployment of software / packages via SMS and NetOp remote control software.

Computer Analyst / Client Support
Confidential / New York, NY 1999 - 2001

• Resolved escalated helpdesk tickets and grants network permissions/rights for 600+MSDW Asset Management.
• Provided desktop application training for new hires, such as Office Suit, MKData and in- house software.
• Daily Market data setup and troubleshooting for Reuters, Bloomberg and Bridge station.
• Escalated UNIX technical issues to 3rd level support and served as a liaison for Asset Management to the 3rd level support/engineering group. Coordinated testing and upgrades of new applications with software developers and vendors.
• Build new workstation for department roll-outs and new hires.
• Configured and supported remote laptop customers: Windows 98, Windows 2000Pro with RAS connections.
• Assisted engineering group with corporate wide projects, such as Antivirus upgrade and changes, network protocol adjustments / updates and new software testing & deployment for asset management group.
• Prepared entire Company for Y2K. This included replacing all machines that were 166MHZ or less were with Dell GX1 450 MHz Pentium III. Researched and Provided Detailed Reports on Departmental Machines and upgrade requirements.

Computer Support Specialist
Confidential / New York NY 1997 - 1999

• Provided 1st and 2nd level technical and helpdesk support for 280+ users LAN/WAN running NT4 and Windows 95, Reuters Plus, Firstcall, Rumba and several other market data applications.

EDUCATION / CERTIFICATION
Certification: Microsoft Certified Desktop Support Technician (MCDST)
Confidential: Telecommunication/Computer Technician
Confidential: Mechanical Engineering