PROFILE:

A strategically - focused IT Professional with 13plus years of experience driving operational excellence for many leading Financial, Legal, and Retail businesses. Experienced in managing server infrastructures and data-center operations across multiple platforms and effectively plan, install, configure and optimize the IT infrastructure to consistently achieve high availability and performance. Proven ability to negotiate, create and deliver IT solutions tied to business growth, organizational development, systems/network optimization, and administration. Skilled problem identifier and troubleshooter, comfortable managing systems, projects and teams in a range of small and large IT environments. Adept at applying systems engineering principles for system design, requirement identification, quality assurance, and risk mitigation techniques. Consistently recognized for Training and Mentoring, Data Security Policy and Procedure Development, Project Management, Cost Effective Technical Solutions, Systems Administration, Business Continuity Planning and exceptional Technical Support and dedicated Customer Commitment.

COMPUTER SKILLS:

Operating Systems: MAC OS, DOS, MS Windows 3.x/95/98SE, ME, XP, NT 4.0/2000/2003/ Vista/2008/7 (Server/Workstation).

Software Applications: Microsoft Office Suite 95/97/2000/XP/ 2003/2007/2010 , WordPerfect Office Suite, etc.

Disk Imaging: Workstation / Server; SMS 3.0, SCCM, Acronis Backup & Recovery, Symantec Norton Ghost, LANDesk, Paragon Backup & Recovery, Active Disk Image, Macrium Reflect, and Windows 7 built-in Disk Imaging, etc.

Document Management Systems: Interwoven Imanage (Filesite), HummingBird, Legal Key, etc. eDiscovery Exploring for Certification - Kroll Ontrack, ConCordance, Forensic Toolkit (FTK), and EnCase, etc.

Hardware: Dell, HP, IBM, Compaq, Canon / Ricoh / Xerox Printers, Hubs, Routers, switch devices, etc.

WORK HISTORY:

Confidential, New York, NY

Senior Trade Floor Support Analyst

Responsibilities:

• Quickly gained in - depth knowledge of Future Markets, Fixed Income, and IB products including bond trading and sales, etc.
• Provided trade floor support and act as escalation point for support team for all Windows 7 migrations projects. Applied preventative measures in order to provide efficient up time on the trading floor.
• Worked with business and technology teams to evaluate and recommend technologies, tools and solutions.
• Configured and imaged HP 8000, Z210, Z220, Z230, Z600, & Z620 pcs for Trading Floor.
• Responsible for Swing Space setups (temporary seating) assignments and configuration of machines for visiting users.
• Daily support for traders, PM s, and executives for In-house/Market Data applications; Bloomberg, Reuters, Factset, etc.
• Administered BES/Good/Mobile Iron accounts, Turrets/Cisco/Avaya, Blackberries, IPhones/Smart Phones, Tablets/IPAD issues, etc.
• Made sure all requests and projects were logged into our ticketing system via Remedy, LANDesk, E-Request, and Sales force system.
• Migrated over 10,000 plus XP to WIN 7 users; Traders, Analyst, Admins, etc. Worked closely with network engineers, telecom team, and facilities, etc. to ensure that all moves were completed in a timely manner.
• Communicated with support teams and business users to assess current tools and technologies and look for areas of improvement.
• Assessed and improved desktop standards and builds as well as vendor guidelines; rollouts, upgrades, migrations of XP/7.
• Exceeded SLA obligations, allow for accurate metrics to measure response time, meet BCP requirements for offsite access, and reduced the time needed to address hardware/software failures.
• Produced documentation to support evaluations and recommendations for potential solutions and selected tools, etc.
• Successfully developed a new method for reporting interdepartmental monthly employee survey metrics.
• Significantly improved interpretation of survey data by management to streamlined windows 7 migrations and development and executing of several key organizational initiatives such as staff reductions, etc.
• Leveraged every opportunity to motivate both operations team and management staff; greatly boosted morale & team focus.

Confidential, New York, NY

Senior Systems Analyst

Responsibilities:

• Handpicked by TDS management team for a multimillion - dollar Windows 7 migration project as preferred project manager to delivered Blackrock s vision and objectives.
• Manage multiple projects for the client with the goal of reforming the current contingency process to meet new requirements and directives defined by department heads.
• Plan, execute, and finalize projects within triple constraints of delivering on time, within budget and scope objectives, including acquiring resources and coordinating efforts of team members in order to deliver projects according to plan.
• Develop project plans, determine timelines, establish procedures, and coordinate with vendor partners, while leading within a geographically dispersed team.
• Provided executives with comprehensive progress and resource reporting; including project status, risks and mitigation plans, etc.
• Process incoming service requests; assign, triage, track, escalate, and resolve support events using the company ticketing system, and other provided tools, to ensure timely resolution of issues producing a high degree of satisfaction from end users. Identify, effectively communicated, and resolved project issues and risks.
• Developed risk mitigation plans.
• Effectively managed, trained, and ensured the development of 46 technicians; resolved any dysfunctional behavior and utilize various approaches to build team cohesiveness and foster collaboration within the team dynamics; supervision of team members with regard to prioritization of tasks and professional development, etc. Coached, mentored, and motivated team members, influencing techs to take positive action and accountability for assigned work, etc.
• Demonstrated outstanding leadership and superb project management skills, consistently scoring 90% or greater on Customer Satisfaction surveys during project initiation, monitoring, and closeout phases.
• Stepped in, turned around, and unrelated projects, successfully restoring client confidence by building and deepening customer relationships for the express purpose of surpassing client expectations and advancing project status.
• Performed extensive technical reviews for prospective projects, gathering details utilized for pricing project services, and providing supportive documentation for RFP replies to sponsors.
• Liable for Windows 7 migration training, documentation, OS imaging process and the setup of the testing environments. Hands on participation and point of contact for Blackrock s vendors, desk side and engineering support technical team, managers, managing directors & vice presidents, in testing all in-house and 3rd party applications due to enhancements or changes to its components and migration application tools; active directory and sccm administration, mapping printers, laptop and desktop OS Windows 7 imaging, patching, and application deployment via SCCM, installation of hardware, memory upgrades, video cards and motherboard replacements, and preparing old and unusable equipment for destruction and recycling, etc.

Confidential, New York, NY

On-Site Application/Systems Engineer

Responsibilities:

• Build, imaged, patched 60 windows XP pro desktops to windows 7 pro for six departments, via Norton Ghost.
• Ensured that all OS images and applications were installed, licensed, tested correctly for all departments.
• Imaging and scanning; document file storage, viewing, access, conversion & manipulation, Sage Accounting, Revelation Suit, Avaya IP phonesexternal drive backups, Concordance 2007, Concordance 10, Blackberry devices, compatibility software packs, bug trackerand eDiscovery forensic software, etc.

Confidential, New York, NY

Network and Application Administrator

Responsibilities:

• A two month project to temporary assist end users with windows server and desktop platform testing, migrations and upgrades.
• Provided a 1st, 2nd, 3rd level support for all application technical issues for A&O attorneys and staff, worldwide.
• Analyzed application data behavior related to Microsoft platform upgrade and functionality with Hummingbird document management enterprise system, etc.
• Accountable for the implementation of the Windows 7 migration testing environment; imaging, testing and application deployment.

Confidential, New York, NY

On-Site Client Systems Engineer

Responsibilities:

• A project providing primarily On-Site application and desktop support services for private equity firms and hedge funds. Assisted with the inventory management of licenses; software and hardware. Administration and training of Microsoft Windows XP/ 7, Office 2003/2007/2010 upgrades, Exchange 2007, Windows Server 2003/2008, Active Directory 2003/2008, and SQL Server 2000 & 2005 and in-house applications. Provisioned all Blackberry handheld devices via BES.
• Deployed home networks including, Cisco / Polycom IP Phones, VPN, wired and wireless networks and related protocols.
• Provided on-site support and training for employee home offices (15%).
• Liable for imaging, testing, and application deployment of workstations and laptops via Acronis for windows and MAC client sites.
• Rebuilding and Upgrading of HP Servers, Workstations, and laptops on-site and Data center.
• Held responsible for all Data Backup on replaced peripherals. Supported and trained on document management systems, Symantec Antivirus managed environment.
• Managed the deployment of appropriate security patches, hot fixes, and software updates, etc. Kept up-to-date inventory and documentation of applications, systems, and network equipment.
• Logged all calls and took appropriate actions to ensure a satisfactory response within specified time frames for all users, etc.

Confidential, New York, NY

Systems Engineer

Responsibilities:

• A three month project to ensure the stable operation of the in-house CBIS network prior to office relocation.
• This included planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links.
• Analyzed and resolved end user hardware, software application problems in a timely and accurate fashion, and provided end user training where required.
• Basic administration of Microsoft Windows/Exchange 2000, 2003, 2008 Server, Microsoft IIS, SQL Server 2000, 2005, Microsoft XP, Vista, Microsoft Office 2003, 2007, Sales Logix 7.5 (SLX), Avaya Telephony architecture and deployment and PBX administration, Citrix MetaFrame 4.0 upgrade to XenApp, basic Firewall and Security concepts, Blackberry Device Management using BES, etc.

Hardware: UPSs, Office build outs including cabling and punching down. Symantec Norton Ghost Imaging / Antivirus 11.0 / Backup Exec 11, and HP Proliant, Dell or comparable server hardware, etc.

Project Manager

Confidential, Bronx, NY

Responsibilities:

• Technical application support for end users workstations, network and website environment.
• Application technical consultant on an on-call basis for new technical staff.
• One to one training for 12 users on Windows XP and 7 platform upgrade, Microsoft office suite 2003/2007 & 2010 file conversions, templates, upgrades, and document management integration (SohoDocs).
• Electronic filing, scanning and document production onsite training for staff.

Confidential, New York, NY

IT Manager

Responsibilities:

• Provided a single point of contact for all users to report problems and assist to raise service requests. Hands-on participation, managing, deployment, monitoring, maintenance, development, and support of all hardware and software systems; telecom, servers, workstations, operating systems, peripherals, and several websites. Oversaw the provisioning of end-user/help desk support services.
• Defined business and systems requirements for new technology implementations.
• Managed financial aspects of the IT Department, including purchasing, budgeting, and budget review.
• Demonstrated a thorough understanding of complex information systems and apply it to client situations.
• Improved and implemented all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
• Negotiated and administered vendor, outsourcer, license agreement and consultant contracts and service agreements.
• Practiced asset management for IT hardware, software, and equipment.
• Managed IT staff of 8 Techs, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Developed creative solutions to new problems or improvements to existing workflows.
• Educated, and maintained regular written and in-person communications with the partners, associates, department heads and end users regarding pertinent company goals and objectives and IT Security industry standards to ensure data accuracy.
• Provided training to the user support specialists on procedures and coached staff on technical and customer service skills.
• Implemented and examined referral process and call intake.
• Maintained help desk ticketing system.
• Acted as additional user support specialist and led group. Provided reports on desk operations and issues regarding the firms customer base to management.
• Created and maintained a team environment.
• Understood and implemented firm policies and procedures.
• Ensured and checked that consistent data entry and complete problem descriptions and resolutions are included in all tickets.
• Tracked attorney and staff calls in help desk ticketing system.
• Maintained a strong working knowledge of standards and applications approved by the firm.
• Coordinated and work closely with department contacts issues and enhance staff relations and technical support.
• Handled additional tasks and projects as required.
• Monitored, maintained and administered the following systems: 32 Servers; 2 websites and 4 domain names; 2 Intranet websites using Microsoft IIS 6.0, 3 Microsoft Exchange Server 2003, RDP, 3 Windows 2000 Citrix Terminal Metaframe XP Servers, 6 Microsoft SQL Server 2000 STD, Symantec Anti-Virus Corporate Enterprise Edition, 4 Symantec Veritas Backup Exec 10d Servers, 2 Symantec Ghost 2.0 Servers, 2 NT 4.0 Servers, Cisco Routers and Switches, 1 ADT WinPak Server Security System, 1 JanTek Time Systems Server, 1 Xerox FlowPort Server, 1 EquiTrac 5.0 server, 1 GoodLink 2003 Server, 1 Microsoft VM Server, 1 Nortel Option11 VOIP and 2 Nortel BCM Digital Phone Systems, 3 RSI-Call accounting 2003 Servers, 2 Novell GroupWise Servers, 90 Windows XP Pro Workstations and 40 Laptops, 3 Tandberg Audio/Video Conference Systems, 22 HP Printer and 4 Canon Image Runner 6070/75, 12 Xerox Office WorkCentre scanners and Copiers, etc.
• Managed, Administered, and Updated Front & Back End Interwoven Imanage Worksite servers, 1 Xerox Docushare 5.0 CPX, 1 Inter-Action 5.17 Server, 1 Thomson Elite Prolaw 7.0 server, and 1 Fast Track server, etc.