Summary:

• Accomplished Technical support professional with 10 years experience in Computer Operations, Technical and Help Desk support.
• Consultant has 6 years of server support and 6 years of network experience. Consultant has 10 years of Active Directory and 7 years working with network devices.
• Consultant has experience with infrastructure alerts from her time at Credit Suisse/Bloomberg.
• Consultant has extensive ticketing tools experience totaling 10 years. Consultant has 8 years of Remedy experience.
• Previous experience working on the trading floor and comfortable working on urgent issues and interacting with various types personalities.
• Solid written, verbal communication skills and diagnostic skills consistently solve problems and rarely escalate issues.

Technical Skills:

Hardware: IBM RS 6000 Server, IBM Netfinity 5000 Server, IBM X SERIES,IBM Blade H, IBM AS400,IBM 8860,8874,7979. Servers: Windows 2000, Windows 2003, Windows 2008.Intellistations Dell 2500, Power Edge 1650, 6650, Compaq Proliant Sever, Hewlett Packard Netserver LH Pro. Desktops include IBM, Lenovo, Compaq, Dell, Sony, Gateway, HP, Laptop's includes: IBM ThinkPad's, HP, Lenovo, Toshiba, Compaq, and Macintosh. Experience included VPN, PPPOE, DSL, RSA Cards, Qlogic Cards, repair trouble shooting, replacement, and upgrading of servers, printers, micro-computers, including motherboards, hard drives IDE, SCSI,SATA, FIBRE CHANNEL , floppy drives, CD-ROM, DVD, ODD, NIC's, host adapters, sound cards, video cards, zip drives and modems, wireless cards. Hubs, UPS, switches, RJ-45 cabling and converters, patch panels, network printer installation.

Operating Systems: Experience also included installing and configuring operating systems including MS-DOS, Windows PE, Novell, Windows Vista, Windows 2000, XP, Windows 7, Windows 95-98, 3x, and NT.

Ancillary Skills: Software Experience: NT 3.51-4.0, 5.0, Novell 3.12- 4.1, 4.80, Windows 7,Windows Vista, Windows PE, Windows XP, Windows 2000, Windows 95-98, . MS Office Suite XP, 2003, 2007,2010 : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio. Internet browsers Explorer, Chrome, Firefox , VPN and remote dial-in users, Altris, Lotus Notes 5, 6.5 Lotus Suite, MS Outlook 2000, CC MAIL, MacAfee, Symantec Anti-Virus, Adobe Acrobat, Visual Basic, PC Anywhere, Ghost, Altiris, Eracent Enterprise Asset Management, Rational Clear Case, Rational Clear Quest, Snap Shot, Web logic Server, Blackberry, Host Explorer, Exceed, Front Page, Microsoft Project Manage, Active Directory, DNS, DHCP Visio, Photoshop, Hummingbird Exceed, Hummingbird Secureshell, DocArchive, Spotcheck, VMware, Tivoli, Business Objects, RMS, VMS, SQL Queries, HTML, XML, Citrix, Oracle 9-10,GXpharma,Groupwise, ISO train, Crystal Reports, Odyssey Client, AutoCAD, Chem Station, Chem Review, Visio, Project 2003-2007, Argis 8, Therma Cam, Refrigerant Software, and Orchestrate,market data products Bloomberg, DataStream and Factset. Clients: Windows7, Windows Vista, Windows XP, Windows 2000. Servers: Windows 2000, Windows 2003, Windows 2008.

Experience:

Confidential

Title: Technical Support Analyst

• Provided technical support for a global financial institution to internal clients in a 24x7 environment.
• Accepted and logged authorized calls by phone, web, and mail.
• Provided Hardware Break fix Software Break fix, Connectivity fault diagnosis, analysis and First Touch Resolution.
• Supported Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008.
• Configured and administered Windows 7, MS Office Suite XP, 2003, 2007, 2010 : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Administered Blackberry devices on BES Smartphone's, Ipads, Iphone's and Androids on Good for Enterprise Servers. Telephone Remote Desktop takeover Altiris, Carbon Copy. Internet browsers e.g. Explorer, Chrome, Firefox
• Supported Remote/mobile connectivity issues Broadband, 3G/GPRS, RAS, Citric, SecureID, VPN, PPTP. Troubleshooting Directory Services related issues AD, LDAP. ARS Remedy v7. Avaya Contact Center CS Telephony Platform .
• Authored Knowledge Management articles for support analyst knowledge base. Remote technology citirx, Altiris.Remedy IT service management. Live Meeting, Office Communicator, Lync 2010, Iconnect. User account creation for Exchange Mailboxes, Distribution lists .Remote desktop connectivity applications like SMS, and Windows Native tools.
• Established procedures for UAT testing of technology.
• Audited support center call resolution procedures.
• Certified trader support specialist with over 60 First Touch Resolution.
• Configured Lync 2010, Office communicator.
• Utilized Active Directory for account management and NTPA mainframe management.
• Managed infrastructure for market data products like Bloomberg, DataStream and Factset.

Confidential

Title Technical Support Analyst

• Performed hands-on fixes, including software/ hardware install and upgrade, implemented file backups, and configured systems and applications. Performed advanced troubleshooting and remediation.
• Accessed and installed appropriate upgrades, patches, and drivers.
• Provided Application support for Microsoft Office products.
• Deployed installed Hp desktops and laptops.
• Migrated, lap linked files and performed backups using Ghost 11.5.
• Upgraded laptop and desktops from Windows 2000 to XP in a Novell Netware environment.
• Installed, configured, GroupWise mail, Oracle, Accudoc, MacAfee, Acrobat Adobe, Visio, Therma Cam, AutoCAD, Gxpharma, Crystal Reports, Citrix, and ISO. Supported network printers HP 9500, 9050, HP 4200, 4250. Updated firmware for HP printers.

Confidential

Title: Deconfiguration Tech

• Deconfigured and reconfigured HP Servers, Laptops. IBM X SERIES, IBM Blade H, IBM AS400, IBM 8860, 8874, 7979. Handhelds and thin clients.
• Replaced hard drives for server's memory, processors and updated bios.
• Tested all units for compliance to factory recommendations.
• Imaged Hp laptops and desktop using Ghost.
• Reinstalled Windows XP, Vista Business.

Confidential

Title: Test Engineer

• Specified and developed the system test platform for low cost and efficient test of multiple servers, desktops and laptops in production.
• Developed/write test procedures train operators and technicians on test and troubleshooting processes.
• Managed the process of system test hardware development with internal or external test development team, and coordinate the logistics in set-up of the production flow.
• Monitored system test yields quality investigate work with manufacturing to resolve issues involving yields and product quality worked with customer/context team on code improvements, quality issues.
• Worked closely with system and software engineers to develop a robust suite of system-level tests with high coverage
• Worked with test and product engineers to debug, to root-cause system-tester co-relation issues, and to enhance coverage both at the ATE, the functional and the system level.
• Monitored, tracked and maintained all processes in use of system test during the production flow. Product experience IBM servers, IBM X SERIES, IBM Blade H, setting up RAIDS, Testing Fibre Channel cards and hard drives, BIOS updates, burn in test, PC doctor test.
• Troubleshot server and network issues.
• Set up master hard drives with ghost and downloads.

Confidential

Title: Technical Analyst

• PC Hardware Technical Analyst, Team Lead for HP served as a liaison between client and contract agency assist in training of new employees.
• Provided technical hardware and software for HP, support on all hp and Compaq laptops in hp manufacturing environment.
• Diagnosed and troubleshot laptops and repair, ordered parts and replaced all parts such as memory, hard drives, wireless cards, lcds, processors, inverters, cables, system boards, USB ports, optical disk drives, fan test procedures train operators and technicians on test and troubleshooting processes.
• Managed the process of system test hardware development with internal or external

Confidential

Title Software Certification Engineer

• Created and reviewed software life cycle data including certification plans, requirements and test documentation.
• Created Technical historical certification documents for software applications.
• Interfaced with regulatory agencies to facilitate software and product acceptance/approval
• Conducted software quality assurance activities.
• Tested software applications to assure environment systematic conformity.
• Conducted software conformity review activities.
• Participated in software change control activities including review of engineering change orders and delivery of configured software items to customers.
• Participated in the creation and maintenance of development methodologies used for flight critical software.
• Reviewed product information including manuals and brochures for technical accuracy.

Confidential

Title: Desktop Distribution Technician

• Configured and set up PCs and Laptops and PDA's for New Employees and consultants.
• Installed hardware and software for end users.
• Configured, installed lotus Notes 6.5.
• Troubleshot hardware and software issues for end users as stated on ticket request.
• Re-Imaged PCs Laptops
• Set up and configured PCs for new employees and consultants using Altiris.
• Installed and configured many different types of printers on the Freddie Mac LAN.
• Completed Remedy trouble tickets as required based on assignment.
• Addressed customer service issues and followed up with completed DART requests.
• Trained new employees in the appropriate manner to complete job duties.
• Backed up user's data from older machines and restore it to new machine for issue.

Confidential

Title: Security Consultant/Control Room

• Secured the campus via MDI, Siebel, and Integration computer systems.
• Created access badges.

Confidential

Title: Technical Support

• Provided support for user on the Mainframe and LAN. Administered Password changes, account lockouts, Printer installations for the LAN and mainframe.
• Provided support for Win2k, NT and Lotus Notes and Office 98 and Office 2000.

Confidential

Title: Technical Support Analyst

• Provided Technical support for clients using XP, Win2k, and Lotus Notes.
• Configured Dell Laptops C600, C610, C400. Installed Blackberry Palms Pilots.
• Setup and configured Cisco Routers using pppoe.
• Constructed VPN's. Setup Cable and DSL modems to connect to Network.
• Installed Norton anti-virus software -removed viruses. Installed and configured Windows Office 2000.
• Provided LAN Administration for Blackberry Palms Pilots.
• Setup and configured Cisco Routers using pppoe.
• Constructed VPN's.
• Setup Cable and DSL modems to connect to Network.
• Installed Norton anti-virus