• Team lead in upgrading the firms platform from Windows XP to Windows 7.• Arranging for the procurement of replacement parts and PCs from hardware vendors.• Fully assembled, configured OS, and installed needed software for replacement pc’s as part of a Lenovo leasing program.• One of a couple team leads to handle more time sensitive issues and in-person support for the trading desk and upper management.• Maintained inventory of computer hardware and peripherals to avoid shortage.• Support employees through telephone, remote access (RDP) and in-person visits to their workstation.• Document problems providing a complete depiction of issues reported into client’s problem management system (Computer Associates Unicenter Service Desk).• Troubleshoot, isolate, and research problems, recommending solutions and escalating to higher level support or application support teams when necessary.• Account provisioning of employee policies and accounts within Active Directory and Lotus Notes.• Distribute workstation images and individual software packages to end user computers via software distribution (ManageSoft for XP and Microsoft SCCM for Windows 7).• Deploy and configure all PC, laptop, printers, and mobile units (Blackberry and Apple)• Occasional moving of computer equipment for office moves and new employees.• Provide Help Desk off hours support via remote access (GoToMyPc) to client’s computers and home networks.• Set up iPhone/iPad devices with company emails using MobileIron mobilitly management software.• Support company standard applications including Windows XP, Windows 7, and MS Office 2007/2010, and Lotus Notes.• Created and supported virtual desktops using VMWare vSphere.• Provide trade floor support for 100 traders, troubleshoot hardware issues, and installment of market data applications such as Bloomberg, Thomson One, and Factset along with their integration with Excel.• Acted as senior Help Desk and Desktop lead in the absence of supervisors.

• Provided a single point of contact for all users to report problems and assist to raise service requests.• Monitored and created incident tickets using Service-Now IT Management System.• Provided remote desk side support using Carbon Copy and RDP.• Supported the NYSE trade floor , monitoring network connectivity, troubleshoot incidents with hardware, phone, and software including Bloomberg and Factset.• Troubleshooted VPN connections using RSA SecurId Ace Server.• Monitored, updated, and installed software packages using Altiris Agent.• Created and configured group policies and user accounts within Active Directory, Outlook and Lotus Notes.• Investigated account issues relating to Active Directory, Outlook and Lotus Notes.• Supported database access problems within Lotus Notes.• Created service tickets for new hire setups including network access and email.• Supported specific applications including Windows XP, Citrix, and Microsoft Office.

• Monitoring of data center infrastructure such as electrical, UPS, HVAC, etc.• Monitored client backup and replication software and responding to alarm conditions.• Provide phone support to managed service clients on Continuity Centers disaster recovery services.• Provide 2nd level support to data center technicians.

• Functioned as member of network team handling over 1,000 calls per day that represented a diverse group of end users and clients.• Answered technical questions regarding software and hardware products and their requirements within related industries.• Managed various areas of support included network connectivity, account provisioning, and email.• Investigated issues reported by employees and clients in a timely and efficient manner through the Help Desk ticketing system.• Trained other staff on proper Help Desk procedures and efficiency.• Troubleshooting Remote Desktop Connections via VPN and SecurId Software.• Created documentation on policy and procedures.• Acted as a link to all other support departments.