IT Service Desk Analyst – Investors Bank – Iselin, New Jersey ▪ Jan 2021 – Current• Provide support via phone calls, chats or ticket requests to end users/tellers at various Investors Banks locations in New York and New Jersey.• Software Support includes MS Office, Windows, Tellers Application.• Hardware Support – Printers, Debit Card Printers, Desktop, Laptop.• Remote Connection via Pulse.

Provide Techincal Support of all types to various RBC Capital Markets and Investment Banking employees.

• Provided Tier 1 and Tier 2 Support for hardware, software and network to different levels of users, including Financial Advisers at Bank of America with issues relating to Windows 7 using Microsoft Office.• Additional support included troubleshooting startup, configuration and how to issues with Thomson One Financial Application. • Escalate any unresolved issues to the next hierarchy escalation team using BMC Remedy ticketing system and providing precise information to expedite issues remediation.• Follow up with users in regards to the progress of their open incidents and escalate priority status if necessary.Technical Skills:BMC Remedy Ticketing System, Active Directory, Microsoft Exchange, Cisco Unity, & Cisco Call Manager, Citrix, Blackberry Enterprise Server, Iphone/Ipad configuration and sync. support, IBM Mainframe configuration and creation, ACF2, Microsoft Office Suite - Outlook, Excel, Word, PowerPoint, Cisco VPN Remote Access, Thomson One Financial Application, Cyber Link Power Director, Adobe Creative Cloud – Photoshop, Illustrator.

Visa Check/Fraud Analyst – Merrill Lynch - Pennington, New Jersey ▪ July 1995 -October 2006• Monitor client’s spending activity to determine fraudulent patterns, recommend process to deter fraud on client’s financial account.• Approve large dollar transactions only after verification.• Create data base that fraud analysts can use to track and monitor fraudulent transactions.