Technical Support Analyst Resume New York NY - Hire IT People

EMPLOYMENT:

11/06 to 9/10 Confidential Tampa, Florida
Production Support to Anti-Money Laundering (AML) Unit

Created test scripts and conducted resource gathering for User Acceptance Testing (UAT).
Pursued updates and completion dates for all issues on the weekly incident management meetings.
On-boarded new system applications with the Helpdesk and in the ticket tracking system reports.
Composed and distributed e-mail bulletins to inform of any system application outages or changes.
Provided upper-management with weekly reports on data remediation efforts.
Tracked and maintained application systems performance and maintenance via metrics.
Coordinated between the Operations and IT groups to help finalize business requirements and solutions.

7/03 to 9/06 Confidential New York, NY
Technical Support Analyst

Leader on the e-mail and document management software migration in multiple Firm offices.
Created network accounts and physical setups of all new hires and departing Firm employees.
Provided on-site desktop support to the New York office and additional support to other offices.
Responsible for the Laptop Loaner Pool and Conference Room setups.
Setup and supervised the off-site Annual Shareholders meeting.
Conducted research to help solve various hardware, software and network issues Firm-wide.
Performed daily systems checks and maintained the nightly Backup Tape job runs.

9/02 to 9/03 Confidential New York, NY

Provided wraparound network computer support to small companies and individuals.

2/98 to 8/02 Weil, Gotshal and Manges, LLP, New York, NY
Senior Support Specialist

Provided direct 24/7 personal support to the Managing Partners.
Managed the Windows XP Project: test lab, application testing, and field migration.
Held weekly HelpLine meetings: monitored the ACD phone system for support calls.
Delegated the Specialists’ workload to insure on-time delivery for all projects.
Wrote the Policy and Procedures Manual for the HelpLine Specialists.
Created and made custom updates to desktop and laptop images for new hires and crash events.
Managed the proposed Microsoft Office 2000 upgrade evaluation project.

3/94to 2/98 Confidential New York, NY
Team Leader / PC Specialist

Supervised first level technicians, acting as a liaison between management and support staff.
Assisted management in evaluating candidates for recruitment and advancement.
Trained new technical staff for software/hardware conversions and in company policies.
Provided support for 15,000 users, solving all software and hardware problems.
Trained brokers in corporate software utilization to maximize their effectiveness.

SKILLS: Software
(Operating Systems) All versions of DOS, OS/2, and Windows
(Popular Software) Microsoft Active Directory, Novell NetWare - ZENworks, Lotus Notes and All versions of Microsoft Office including: Outlook, Project, Communicator and Visio. SQL Developer, Brio/Hyperion, TOAD, Mantas, Syfact, pcAnywhere, Metaframe Citrix Server, Avaya PBX, Audix - VoiceMail, GroupWise, ARCserve, Backup Exec, Lotus SmartSuite, Lotus Sametime (IM), HEAT, GWI Call Tracking System, DeltaView, CompareRite, LiveNote, JFS to IPRO, CaseStream to CourtLink, CMS Open, ZANE, Adobe Acrobat, DOCS Open, iManage/DeskSite/MailSite, Symantec/Norton Ghost, InterAction, Norton Anti Virus and Utilities, Internet Explorer, WestMate, Lexis. Customized financial and legal software applications.

Hardware
Upgraded memory chips, power supplies, motherboards and hard drives for PCs and laptops.
Installed and configured routers, hubs, switches, wireless devices, office phones, scanners, printers and CD/DVD-ROMs.
Resolved issues related to domain controllers, application servers and market data servers.

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Technical Support Analyst Resume

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