SUMMARY:

• Resourceful, action and results - oriented Sr. Level Technology Support professional with over 20 years' experience in providing outstanding talents in support and maintenance within the organization's desktop computing environment. Expertise in Hardware and Software support, Network and Remote support, Enterprise Device Management, Security and Print Management. Excellent communication skills and team oriented.

TECHNICAL SKILLS:

Core Competencies: Skilled in MS Office Products (all versions), Lotus Notes, MS Outlook, Active Directory, HP Service Manager, Peregrine and Numara Footprints Ticketing System, Numara Footprints 10, Windows Server 2003 and 2008, Windows XP, Windows 7, TCP/IP, VPN, Enterprise Mobility (GOOD and Airwatch), Polycom and Tandberg Video Conferencing, SMC, Juniper Network, Blackberry Device Manager, McAfee EPO, WebEx, Avaya IP Agent, Safeguard Easy (Encryption tool), Connected Backup Tool, Blackberry, Android & Apple IOS, SCCM Tools, Project Management & Planning, RSA Security Console, Citrix XenDesktop, SSL VDA and VDI, VMWare Horizon Client, MS Exchange Management, Lumension Endpoint Security, Bomgar, MS OneNote, System Center 2012 Endpoint Protection, Market Data/Trading Platforms, RDP

PROFESSIONAL EXPERIENCE:

Logan Circle Partners

Trade Desk Support Specialist

Responsibilities:

• Perform all aspects of Hardware and Software Troubleshooting
• Install, Configure and Troubleshoot Windows XP and Windows 7 OS
• Install, Configure and Troubleshoot, Blackberry, Iphone, and Ipad issues.
• User Account Management in Active Directory
• Exchange Management Administration
• Provide Remote Computing support with Secure ID and RSA management
• VOip Setup and Patching when necessary
• Bloomberg workstation setup (keyboard, configuration and installation)
• Video Conference Support and Set Up
• Remote User support, VPN, Citrix and Remote Desktop
• Email Support Outlook and Lotus Notes

Confidential, Philadelphia, PA

IT Deskside Support

Responsibilities:

• Provided off-site support for internal clients at client sites (network connectivity and setup).
• Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops, hardware, software and peripherals.
• Built images and deployed laptops and desktops.
• Supported the migration from Windows XP to Windows 7.
• Resolved McAfee EPO encryption issues (reset password, issues with logging in, error messages).
• Logged, updated and/or escalated trouble tickets using Peregrine or HP Service Manager.
• Ran regular checks and diagnosis on customer laptops during customer visits to prevent or identify problems .
• Resolved user logon issues by resetting passwords, unlocking accounts, resetting encryption passwords (McAfee EPO and Active Directory).
• Highly skilled in removing viruses, malware, and adware.
• Supported and configured Cisco VoIP phones and reset voicemail passwords.
• Worked with Dell, HP and Lenova vendors to repair laptops and desktops.
• Completed shell swaps for laptops and IPad devices.
• Provided iOS support for IPad, IPhone and Blackberry devices for company email.
• Completed requests for accessing shared drives, granting access, adding users and groups via AD.
• Ensured hardware/software was in compliance with firm policies and procedures.
• Troubleshoot network connectivity issues affecting WAN, LAN, VPN, Lotus Notes Mail, Messaging.

New Hire Lead/Trainer

Responsibilities:

• Partner One-on-One Liaison - Coordinated, trained and organized the of all Philadelphia office Partners on technology (i.e. Blackberry usage and shortcuts, Lotus Notes email and calendaring capabilities; MS Office Products; Mobile Computing; Data Management Tools.
• Provided new hire technology on company's technologies including security, PC hardware, and email and password setup (1 to 150).
• Provide US IT team with National new hire policy changes, updates to images, and configuration requirements.
• Imaged, configured, account creation and setup and deployed equipment.
• Worked closely with HR to ensure timely input of key candidate information to meet firm's resource expectations.
• Attended monthly National meetings to brainstorm and improve new hire processes.
• Coordinated US IT resources for new hire orientation classes and served as main point of contact for staff in multiple offices on new hire issues and procedures.

Network Infrastructure Lead/Project Management

Responsibilities:

• Performed project oversight in implementing a new tax server to accommodate for data capacity issues on new servers. Coordinated the tracking of a new server, configuring new server with firmware updates, coordinating the resources; reduced 95% data usage to 50% usage.
• Allocated and solicited resources for new and existing infrastructure network projects.
• Created and managed infrastructure project plans via Microsoft Project to monitor and address infrastructure related issues and key projects.
• Successfully spearheaded local centralized backup of data to the Technology Headquarters Data Center in Florida; eliminating weekly manual tape backups.
• Led local biweekly infrastructure conference calls for current or new projects including patches, hardware updates, change controls, and vendor updates.
• Led on a rotational basis National Infrastructure calls.
• Trained new staff on all systems and network tools.
• Collaborated with escalated infrastructure team to resolve network issues.
• Served as point of escalation for network infrastructure and key projects; network installation, administration, troubleshooting, routine daily maintenance, and telecom systems.
• Provided support installing, upgrading, and configuring routers, switches, and hubs for a Wireless environment on 7 floors.
• Racked, built and configured new servers.
• Coordinated and Performed software upgrades, printer setup and connectivity.
• Supported the implementation of VoIP; installed monitored, setup and tested phones (Cisco 7961/7971).
• Network monitoring using ipMonitor and HP Openview.

Disaster Recovery Team Member

Responsibilities:

• Selected for Web and Applications and Lotus Notes team to execute first stages of Disaster Recovery Plan specifically for E-infrastructure.
• Built, configured, and transferred Notes Mail Server at PwC DR Facility.
• Configured DR SMTP infrastructure for internet and international mail recovery.