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Senior Help Desk/Technical Support Professional: * Established IT professional with 25+ years of Information Technology experienc e that provides

topnotch service, sets high standards, and exceeds expectations. * Excellent communication and diagnostic skills, consistently solve problems * Enthusiastic learner who quickly grasps new concepts and technical skills. * Highly motivated, dependable troubleshooter and problem-solver. * Valued contributor who performs confidently and effectively under pressure and thrives on challenge. Professional Experience: Merrill Lynch / Bank of America - Hopewell NJ October 2010 - Present * Provide telephone support to 75,000 user with an average of 1,000 calls per mo nth * Trouble shot network connectivity, network printing and user access issues. * Escalate issues as needed and maintained communication with customer and techn ical team * Extensively user Remedy to record and track issues * Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines Landesbank Hessen-Thuringen - Helaba (Bank) New York City June 2002 - October 2010 Senior Network Administrator Tier II * Provide Level I-II support for 100 users * Maintain network functionality for 500+ assets * Responsible for the inventory of all assets and the troubleshooting of servers , desktops, laptops * Support and train users on proprietary programs as well as Blackberry, VPN rem ote * Implemented a problem tracking system * Phased in a Service Level Agreement for technical issues * Document known fixes for problems encountered Logical Design Solutions, New York City July 1999 - May 2002 Network Administrator Tier I-II * Maintained network functionality for 600+ assets in 3 offices (NY, NJ and DC) * Provided on-call network technical support assistances for 250+ users * Built network cables, configured and setup computers, peripherals for all user s * Participated in infrastructure rollouts from Windows 95 for Windows XP * Troubleshooted all desktop, laptop and network related issues * Responsible for inventory of both hardware and software components * Installed and configured proprietary software and hardware Chase Manhattan Bank, Brooklyn, NY Dec 1997 - July 1999 Help Desk Manager (Y2K Project) * Managed one team of 6 telephone technicians and three teams of 20 road technic ians * Trained technicians on Chase proprietary software for Y2K project * Acted as liaison with network operations, QA and software developers * Provided special 24x7 assistance for London, Tokyo and Hong Kong offices * Lead contact for top tier clients

Courtroom Television /American Lawyer Media, New York City Jan 1997 - Dec 1997 LAN Administrator * Managed roll-out of new PCs with Windows 95 / Outlook for 400+ users * Provided technical support for hardware and software issues * Provided LAN administration support on Novel 3.12, Exchange Server and NT4 * Supervised the distribution of all laptop/desktop computers * Maintained backups of all servers Technical Background: * Remote Software: Citrix, RAS, VPN, VNC, DSL, Dialup, Desktop Authority, Intern et, Intranet, PC Anywhere, Net Meeting, Wi-Fi software, Office Communicator * Tracking Software: Remedy, Track-it, Magic * Operating Systems: Windows XP, 7 and Mac OS X * Backup Software: Legato, Arcserve, Vertis backup Tools * Hardware Supported: Dell, IBM, Toshiba, Compaq, HP laptops and desktops; HP, X erox printers; Scanners, Blackberry, iPhone devices, Wi-Fi devices, VOIP and Cis co phone systems, Hubs and Routers, Tele-conferencing equipment, External Hard d rives, Secure Thumbdrives, Installs and upgrades. * Networking: Active Directory, Windows Servers, Lotus Notes Administrator, BES Administrator, TCP/IP for Internet connectivity. Configure DNS, Subnet Mask, Gat eway, WINS, Computer Naming/Profiles, and Rights to the computer. * Virus Software Tools: Norton Utilities, Symantec Utilities, McAfee, Sophos Certifications / Training * * * * * * * * * * * * * * CompTIA Hardware and software Certification (A+) CompTIA Security Certification (Security+) Microsoft Certified Professional (MCP) Certified Wireless Network Administrator (CWNA) Certified Citrix Administrator (CCA) Certified Checkpoint Firewall Security Administrator (CCSA) Bloomberg Technical Certification (BTTC) BlackBerry Certified Support Specialist Apple Certified Support Professional (ACSP) Apple Certified Technical Coordinator (ACTC) Trained in Cisco Routers/Switching (CCNA) Trained as IT Service Management (ITIL V3) Trained as Ethical Hacking and Countermeasures (CEHv5) Trained as Computer Hacking Forensic Investigator (CHFI)

EDUCATION: Raritan Valley College, Business Administration Somerville, NJ - 1 984 Villanova University Master Certificate in IT Security 2006 CITIZENSHIP/ LANGUAGES: US Citizen / Fluent in French and Italian ACHIEVEMENTS: Service Employee of the Year, LDS Inc. 2000, 2001 and 2002 Paris Marathon April 2001