• Provides end-user support including the installation, maintenance, security, and troubleshooting of hardware, software and telecommunication systems. Ensures the continuous and efficient operation of computer and telecommunications systems.• Responds to trouble tickets and requests in a timely manner. Documents all issue resolutions through trouble ticket tracking system. Escalates complex issues to the supervisor and keeps the supervisor abreast of progress. • Data Protection, Network Design and Monitoring, Disaster Recovery, Technical Inventory, Expert in diagnosis of PCI-Dss User Administration• Maintains security patches, software functionality, and active operation of network computers. Provides 2nd and 3rd Tier support, coordinating timely resolution of problems related to computing hardware and software.• Works closely with Systems Administration team to solve user and desktop issues in a systematic way.• Communicates effectively with all departments on solutions and completes documentation for each trouble ticket.• Provides coverage for Help Desk team during breaks, or any absenteeism.• Provides telephone support for on-site and remote users.• Coordinates all server activities with Systems Engineers.

• Experienced in installation of Network Operating Systems such as Microsoft Windows Server, Linux with OES, as well as the desktop related client software such as Novell 6.1 Client and configuration, workstation imaging, and installing networking printers• Work with Operations, NOC, carriers, hardware vendors, and other Vendors in negotiating contracts, verifying accuracy on quotes or agreements, and assessing SLA performance• Created a centralized system to protect from unwanted network corruptions• Setup security alarms for preventing and controlling network intrusion detection• Collaborate with senior leadership, departmental and contractor managers and staff in scheduling, planning, coordinating, and implementing the Independent Oversight Cyber Security Appraisal Program• Configured and managed Windows 10 builds using Microsoft MECM• Experienced in training or teaching users of all ability levels to use computer programs and other resources• Conducted on boarding and off boarding, including administering email and user accounts • Maintained firewall administration, network security, intrusion detection, and virus protection • Identified necessary information technology resources, including new and replacement computer equipment, hardware and software• Assist financial representatives, their staff and internal users using an Omni-channel approach (calls, chats, tickets)• Troubleshoot user incidents utilizing desktop sharing applications• Work across support teams to ensure optimal field experience