Presently, provide Tier-II support for about 800 employees in the local Chicago office, 2000+ employees in the North American, Asian and European offices.Tier-II support includes, but is not limited to:• End-user account creation and management for the enterprise, which included Microsoft Active Directory management via ADUC, Microsoft Exchange account creation and management via Exchange Admin Pack tools, AS400-based user account management.• Blackberry Enterprise Server end-user account creation, configuration and management.• Monitoring and maintenance of end-user accounts for SOX-compliance applications and environments via Maximo, Cyber Ark, IT2.• RSA Secure ID administration, both hard- and soft-tokens.• Establishment, troubleshooting and management of end-user remote-access for the Citrix XenApps/ Metaframe environment, as well as the Juniper SSL VPN and Cisco SSL VPN environments.• Provision of extensive on-call support for end-users in the North American, APAC and European zones.• NOC monitoring, employing Symantec Endpoint Protection Management (SEPM) Console.• Enterprise client workstation configuration.Desktop support duties include, but are not limited to:• Provision of support for the Microsoft Windows XP Professional operating system.• Support for the Microsoft Office 2003 / 2007 suites of applications, including Word, Excel, PowerPoint.• Support for Microsoft Office 2003 / 2007• Support for Microsoft Internet Explorer 7/ 8• Support for numerous industry-specific, Java-based applications• Installation, configuration for a large variety of trading applications, including, Bloomberg Professional, e-Signal charting systems.• Support for WebEx-based video-conferencing.• Support and troubleshooting for RIM Blackberry hardware and software in the enterprise • Setup, break-fix support for a wide variety of Hewlett-Packard workstations• Setup, break-fix support for Lenovo ThinkPad-series laptops.

Provided Tier-I telephone-based support for brokerage firm personnel in Chicago, New York offices. Provided break/fix support for Chicago traders during active trading (CBOT and CME). Provided Tier-II support for about 3500 employees in the Asian and European offices.Telephone-based support included:• Support for the Microsoft Windows XP Professional operating system.• Support for the MS Office 2007 suite of applications, including Word Excel and PowerPoint.• Support for Lotus Notes groupware.• Support for Internet Explorer.• Support for a large number of industry-specific applications, as well as internal applications.Desktop Support duties included:• Break/fix for Dell Inspiron workstations in live trading on the exchange floor.• Support for industry-specific applications (numerous trader applications) in live trading and off-hours.Network Operation Center (NOC) Analyst duties included:• Monitoring UNIX / Linux / Windows server health throughout the enterprise.• Monitoring WAN health / performance.• Definition of and establishment of end-to-end process monitoring and escalation protocol for far-east Asian and European zone production.• Documentation and training for above procedures.• Design and maintenance of mission-critical daily reports for Asian and European zones.• Definition and establishment of incident monitoring, tracking and resolution protocols for Asian and European zone Client Response Unit (CRU).• Incident Report Authoring and coordination with Regional Incident Report Manager.

Provided Tier-I telephone-based and desktop support for company personnel in an international law firm (about 1000 employees) and desk-side technical support for company personnel at the Chicago office.• Telephone-base support included problem analysis and resolution, escalation if required. Maintained a high-first call resolution percentage (85 - 90 percent).• Provided support for the Microsoft Windows XP Professional operating system.• Provided support for the Microsoft Office XP / 2003 suite of applications, including Word, Excel, PowerPoint and Outlook.• Provided Tier-I support for enterprise document management client software (Worksite iManage).• Provided support for Internet Explorer.• Provided support for Corel WordPerfect, Legal MacPac.• Provided break/fix support for Dell workstations and laptops, HP LaserJet 4xxx, 8xxx series printers.• Provided support for WebEx-based conferencing.• Provided support for PDAs (Blackberries, Palm Pilots)• Provided emergency disaster recovery support as needed (New York, Sept. 2001, Houston, Aug. 2000), special project support on site in various national and European offices.