Cassandra B. Email & Phone Number

New York, Ny, Us

55 Water Street

Greater New York City Area

Support all phases of the software development life cycle (SDLC).Perform BMC Remedy administrator tasks for ITSM applications and foundation data.Perform quality assurance testing for change and release management process.Support and perform train the trainer activities and support user acceptance testing.Maintain data and configure for BMC Remedy test and training environments.Support testing for vendor patches and break/fix solutions.

Greater New York City Area

Provided 1st and 2nd level technical support for HHC infrastructure supporting a user base of over 50,000 Health & Hospital New York City employees.Monitor and answer the Service Support Desk phone, email message queues and auto trigged request queue.Escalated issues as needed and maintained communication with customer and Technical teams, extensively utilized Remedy to record and track issues.Provide support and customer service to users, promote and escalate problem incident from report to resolution.Troubleshoot hardware, software and connectivity issue for mixed Novell, Windows 2000/XP/7 and mainframe environment. Additionally support all of HHC proprietary software.Train ESD staff on QuadraMed clinical application to perform EP/IP conversions, bed transfers, discharges, and discharge reversals, job and device lockouts, desktop profile modifications, reactivate accounts, adding beeper and license information, documentation and note corrections, correct event time function, creating device tables and providing software and hardware support.Studied at Bronx Community College - RHIO/HITECH/CLG/EHR Program

IT School

Level II Windows Server Support Operations Technician, responsible for maintaining a high level of support and quick response times to Server related problems.Provide L2 Windows Server support by reacting to alerts generated by Netcool and MOM and working closely with the Network group in assisting with any Server connectivity and response time issues.Responsible for determining hardware problems on servers and providing Window/Change Control Requests to our Hardware Support team.Support and administration of 3500+ Windows 2003 Servers in a 24x7 environment via VMWare Virtual Center, IBM Blade Management, Raritan KVM, Dell Open Raid Manager, IBM Server Raid, MS Cluster 2000 Administrator.Administration and support for all Windows Server printer queues.Responsible for rebooting Servers and patching updates.Messaging Administration utilizing Microsoft Exchange 2003, RightFax Enterprise Fax Manager and HP Digital Sender 9100C.Support over 4,000 employees via Citrix Metaframe Presentation Server 4 farm.Responsible for facilitating new procedures and producing training documentation on Share Point for all support personal to utilize.Support Bear Stearns Global Clearing Services propriety software and connectivity problems for 6000+ external Global Clearing users.Facilitate the resolution of any major outages across multiple departments in the Global Clearance Services Network.Installed and configured various network services across different platforms such as DNS, WINS, DHCP, RAS, VPN. Responsible for the QA of all new and existing Bear View application upgrades with experience in trading environments. Liaison between multiple development groups to coordinate projects tasks and facilitate communication between associates, other depts. and customers to address major application issues rollout plans to ensure timely delivery.

As a senior technician my responsibilities included resolving an average of 70% of calls at first point of contact. Identifying the issue, troubleshooting the problem, walking the user through the solution or escalating the issue to the next level of support, if necessary. I was additionally responsible for identifying and appropriately escalating any business impacting issues in a timely fashion while always providing a high level of customer service to the user.Provide Helpdesk support over the phone as well as Desktop support via Timbuktu in troubleshooting a variety of issues for a user community of over 10,000 including domestic and international employees, outside clearing clients as well as individual private clients.First point of contact for all Reuters troubleshooting and Market Data applications, such as Thomson One, Bloomberg, Kobra.Routinely performing file and folder restores utilizing a Snapshot utility as well as Netbackup.Troubleshooting software and hardware in a multiple platform environment. (WinNT, Win2000, WinXP, occasional Win98)Create Exchange accounts, troubleshoot and configure Outlook profiles, as well as repair PST files.Utilize Remedy for creating, tracking and escalating all users’ issues.Troubleshoot a wide variety of connectivity issues for remote users via VPN over Broadband, ISDN, Wireless RoutersSupport and troubleshoot a wide variety of proprietary software.Created AD user accounts, GPOs, reset passwords, unlocked accounts, managed accounts on Windows Server 2003 Worked closely with the Mainframe and AS400 departments to ensure seamless access for both internal users as well as clearing clients.Coordinated with the appropriate business unit and technical units to resolve major outages of reported production issues and/or reported network traffic performance issues while being the mainline of communication for the entire firm.

Education record

Education record