SUMMARY:

• Analytical, detail oriented, technical professional with experience supporting institutional finance corporations in highly regulated, high volume and pressure environments.
• Technologically Capabilities: 10 + years of experience in Banking and Utility Corporation, Broad background supporting and troubleshooting a variety of environments and applications, Foreign Exchange Trading Software, Interface with Development, programmers and Senior Management, Supported over 800 plus banks and corporate, helped manage and support 500+ local area network servers distributed nationwide as well their ATM network, Knowledge of Electronic Funds Transfer (EFT), Implementation and installations experience, organized and prioritize projects and SLA’s
• Leadership: Experience leading teams,, scheduling work, and maintaining workflow and employee performance in a dynamic environment, work well under high pressure environment.

TECHNICAL SKILLS:

Protocols/Services/Hardware: SSO, IGEL, Epic LWS, TCP/IP, DNS, WINS, DHCP, Active Directory, PC/Laptops, IPhones

Operating Systems: Microsoft Windows, Windows Active Directory, Terminal Server.

Software: SharePoint, Swift, Remedy, Salesforce, ServiceNow, Norton, VPNSecure ID, Microsoft Outlook, Internet Search Engines, IE, Microsoft Office, Timbuktu, Single Signon, Windows 10.

PROFESSIONAL EXPERIENCE:

Confidential - Roanoke, VA

Desktop Support\Level 4 Access

Responsibilities:

• Responsible for deploying SSO devices at several Carilion Medical Facilities in Virginia
• Installing all necessary hardware for the thin client on the network
• Installing and configuring IGEL on the thin client
• Updating firmware as necessary
• Updating LWS records in Epic
• Replacing old equipment with new equipment while completing inventory at each medical facility
• Imaging Desktops
• Verifying all permissions in AD for the IGEL’s deployed and confirming all IGEL’s have access to Citrix Storefront and the published desktop
• Installing credit card machines and software for Epic

Confidential - San Diego, CA

Client Support Specialist

Responsibilities:

• Perform daily responsibilities of technical escalation support and product configuration requests.
• Use of the following to assist with day to day troubleshooting and assisting patients remotely: VNC, SSH, Linux, SVN, XML, HTML, Java C, Embedded systems support, Scripting (Bash, etc.), Media tools (VLC, MPlayer), XUL, Javascript, Hardware cabling, AV and Video Systems, database management tools.
• Respond to telephone and email inquiries from internal clients (IPC Managers) and external clients (nurses, patients, client IT departments, etc.) regarding problems with Confidential products.
• Record, research, and troubleshoot technical issues reported by clients using Remedy ticketing software.
• Act as primary liaison between participating groups (IPC Managers, Field Support, Software Development, and Client) to document issue, monitor progress/resolution of reported issue, and manage delivery of resolution to client.
• Provide timely communication on status and resolution of issues to client and internal team regarding service requests and escalations.
• Ensure efficiency, productivity, and quality standards are met for all clients according to established service level agreements.
• Provide troubleshooting skills and technical support on a software/hardware products.

Confidential - Allentown, PA

Project Management Consultant

Responsibilities:

• Use SharePoint Tool to triage and delegate all actions to resolve exceptions, Research LED Conversion Portal & Google maps Issue all no-power to Dispatch (PPL troubleshooting).
• Review safety/MAD exceptions create WO for PPL crews, Manage all customer complaints (Refractor and HPS light installations) and any repair work.
• Internal transfer systems, tracking, running monthly reports for upper management and revenue reporting
• Assist with operation of NJUNS attachments transfer automation process for creation of transfer tickets and steps.
• Update various databases as information comes in from Corporations. Cover all aspects of utility company’s needs, High call volume. Excellent communications skills, reporting with the use of SharePoint and Microsoft Office specializing in Excel.
• Tracking all calls using SharePoint ticketing system to track, update progress and delegate work to other departments.
• Discovered $1.3 million discrepancy owed to the company which they were able to recover.

Collabera\Fiserv - Parsippany, NJ

Implementation Project Specialist

Responsibilities:

• Responsible for performing the coordination, follow-up and completion of all required project tasks to install a client’s ATM/EFT or make modifications to a client’s existing system.
• Completion of pre-live and live day connectivity tasks to bring ATMs live on the Card Services ATM Driving Platform.
• Pre-live tasks consist of system and equipment configuration and connectivity pre-tests to ensure a successful day of installation.
• Project coordination with the client, external ATM/EFT service technicians, multiple internal support teams and other business units to resolve issues with ATM Installations to ensuring a successful implementation for the scheduled live day installation.
• Act as primary project contact for clients and internal groups providing continuous project feedback and status updates to key stakeholders. Manage multiple implementation tasks with other internal groups to ensure project completion in accordance with client requirements.
• Maintain accurate and complete records for all client and internal interaction
• Work with project managers and project teams to ensure internal project audit points are managed and tracked. Raise quality risks to management and recommend solutions to keep projects on target.
• Tracking all calls\emails using ServiceNow

Confidential, Downtown, NY

Operations Control Analyst

Responsibilities:

• Monitor and remediate vulnerabilities on Servers
• Process Tickets to insure accurate and complete records
• Run reports and analyze all vulnerabilities and remediation’s on Servers
• Communication and collaborate with stakeholders to facilitate completion of tickets within the appropriate SLA
• Produce reports in support of planning and scheduling of patching
• Update and maintain documentation as needed
• Update the Data repository and ServiceNow ticketing system as needed

Confidential, NY

Support Analyst

Responsibilities:

• Supporting clients on web based trading application
• High Volume Call Desk and Revenue Generated Helpdesk
• Supporting Sales Team and Surveyed at 100% ability & Customer Support Helpdesk
• Configuration and installation of Remote Access for staff members to support 24/7 for all regions from home
• Interfacing with senior engineers, developers and senior management to resolve system wide major outages or upgrades
• Work with QA for final applications distribution for production testing
• Coordinated and schedule for Internal/External Clients on proprietary software via WebEx
• Prepared procedures for new client setup, monitor daily activities of confirmations via SWIFT for Banks, Corporation and Fund Managers and Assisting external clients to view daily confirmation activities.
• Ensure Business continuity through planning, implementation and testing of disaster recovery and enterprise security plans/systems and survey client satisfaction and track on a quarterly basis and escalated and identify customer support issues and track customer support calls Salesforce and Setting up FTS/FTP accounts

Confidential

Security Administrator

Responsibilities:

• Create and configure network and outlook mail accounts using Active Directory
• Supporting over 10,000 plus users and Modified network directory access, reset passwords, unlocked accounts
• Global user group additions and created remote access accounts using RSA-ACE Secure ID
• Assigned remedy tickets to corresponding group members when necessary
• Monitored and followed up with other groups for Remedy action and assisted with calls from the Helpdesk with regards to security issues

Confidential, New York, NY

2nd Level Helpdesk and Desktop Support\Project Analyst Consultant

Responsibilities:

• Followed up with users during the upgrade to ensure a smooth transition
• Supervised the scheduling and delegating of daily work for other Team members
• Supported key internal and external corporate clients diagnosing and troubleshooting all PC network issues in a Windows 2000/ Windows XP environment
• Performed file restores for users using Net-Backup
• Set up permissions and reset network IDs using web-based active roles
• Supported Bernstein.com, BernsteinResearch.com and ACML.com website access
• Assisted helpdesk analysts in Canada for a smooth transition
• Remotely supported over 10,000 users on all software and hardware issues
• Responsible for imaging machines for move of Credit Suisse helpdesk from New York to Canada
• Attended project management meetings as an advisor and team liaison
• Using Salesforce ticketing system to track, update progress and delegate work to other departments

Confidential, Whippany, NJ

Senior Helpdesk Analyst\Desktop support

Responsibilities:

• Responsible for monitoring and addressing client connectivity and web-based trading application issues such as; (Clearnet, network, mainframe, AS400, Unix, Market, Mainframe)
• Managed and supported over 600 external brokerage clients using web-based applications
• Setup server maintenance schedules to ensure minimal down time for end users
• Performed upgrades and troubleshot network issues
• Site Visits to key corporate clients diagnosing & troubleshooting PC issues in a NT 4.0/Windows 98/ Windows 2000/ Win XP web-based environment
• Supported internal users worldwide
• of employees for new products implemented at Confidential