Darby Gilbert Email & Phone Number

United States, Us

United States, Us

Pittsburgh, Pennsylvania, Us

• Set policies and procedures for the Chicago Office for support• Rolled out use of parent companies ticketing system (Cherwell)• Coordinated integration into the parent companies wireless network• Coordinated installation of a Nutanix cluster onsite• Planning an upgrade of the phone system to the parent companies system

Chicago, Il, Us

• Creating, communicating, and implementing changes through the Change Control Process• Creating documentation and policies to remove stale objects in Active Directory• Working with other groups within United to troubleshoot and make best practices guides for multiple projects• Adding and deleting subnets within AD Sites and Services

Us

• Managed a team of 7 technicians while helping support over 300 users across 2 offices• Coordinated BCP office construction and move to new facility• Implemented LanSweeper for hardware\software inventory, audit, and standardizing hardware\software throughout the Firm• Created documentation for installation and support of all firm hardware and software• Analyzed ticket data and then created documentation on the top 20 customer issues and published them to the Firm for training purposes• Worked with purchasing on standardizing and ordering of all end user hardware\software as well as helping negotiate with vendors• Helped facilitate multiple DR Tests for the business and for IT teams• Had Lean Six Sigma training and implemented some of the best practices in the team• Improved customer service rating 2 points within 1 year• Coordinated upgrade from MS Office 2010 to MS Office 2013• Supported BYOD Apple and Android devices for MaaS360• Supported 350 desktops and laptops, over 400 Windows servers, and all multi-function printers using standardized procedures• Performed preventive maintenance on Firm workstations as well as updating, patching using SCCM, and proactively replacing machines that were end of life• Met with the business on a quarterly basis to align our projects with the business needs • Regularly attended and helped run Change Management meetings and processes• Member of the Social Committee that plans all social and philanthropic events for the Firm• Followed ITIL Framework to support the Firm

-Helped plan and migrate company infrastructure from parent company to our own-Supported 75 users across 2 offices (Chicago and London)-Supported 3rd party trading tools as well as Order Management Systems-Supported all BYOD Android and iPhones as well as iPads-Supported remote users connecting via Cisco AnyConnect using two-factor authentication-Developed roll out plan for upgraded workstations as well as a workstation lifecycle program

Chicago, Il, Us

-Managed team of 3 technicians while helping support over 400 users across 5 offices-Developed reports of ticket metrics of Desktop tickets for the Firm-Migrated from Office 2007 to Office 2010 over a weekend-Managed multiple user moves of 50+ users with minimal downtime-Developed computer life-cycle program for Firm machines-Implemented and maintain Vidyo teleconferencing solution-Supported multiple mobile devices as well as tablets-Supported Firm Partners when they are having issues-Supported FaceTime, Skype, and Vidyo for teleconferencing across multiple devices and platforms

Chicago, Il, Us

-Supported all desktops and laptops for the firm. Mixed environment of Dell and Apple machines including 3 remote offices-Imaged computers using Symantec Ghost-Installed multiple video cards in computers to support up to 6 monitors-Assisted with patch management for all desktops and laptops using WSUS-Planned and rolled out Prism Patch Manager for installation of 3rd party software patches and installation-Helped with setup of new office on the floor of the New York Stock Exchange-Assisted in the planning and moving of over 200 users to consolidate offices-Support Partners and other Senior level users within the firm

-Supported all systems connected to the network including desktops, laptops, and servers for a wholly owned subsidiary-Designed plan, build, and implement a Disaster Recovery facility for an application-Implemented change control procedures in place for planned and emergency changes in our systems-Assisted with patch management for the servers using WSUS-Assisted with training new employees on the systems used within the company-Documented technical issues so other support personal can duplicate what has already been completed-Coordinated and implement office moves for subsidiary and parent company-Planned and moved primary application for subsidiary from one location to another over a weekend with zero issues upon first boot Monday morning-Administered external SharePoint site which included page management, user management, and site security

� Administer and support MS Windows NT, 2003, and AS/400 systems including OS, application, back-ups, and logistical needs. � Update anti-virus protection and MS Patches on a scheduled basis as well as during outbreaks. � Provide first level troubleshooting for network systems including servers, OS, and printers. � Provide second level technical support for customer related issues and assist Technical Support staff as needed in troubleshooting and resolution of network related customer issues. � Document Administrative functions so other Technical Support staff can duplicate the actions. � Train other Technical Support staff in the use and support of various network services as needed.

Chicago, Il, Us

� Responded to and solved second level support calls forwarded on by the help desk in our Chicago Regional Office as well as in remote offices within the Chicago Region. � Monitored desktop and laptop performance including upgrades, enhancements, and replacements on a 3-year lifecycle. � Reviewed customer requests for software and hardware. � Ordered and installed approved IT equipment in accordance with Corporate IT guidelines. � Conducted customer training on software as needed. � Performed basic troubleshooting on customer hardware, software, network connectivity, data communications, printing, and OS related issues. � Supported remote offices in other states via remote control software and on-site visits when needed. � Performed other duties that my Manager or Director assigned. � Assisted in the implementation of a Nationwide Blackberry rollout.

� Installed new and recycled computers and other hardware changes that were needed. � Planned, coordinated, and reported of projects assigned by the Manager of Corporate Desktop Support. � Performed PC OS and software installation along with performance configuration. � Provided general customer support for all of the Corporate Office, and Chicago Regional Office employees. � Ensured that set-up and configuration standards were maintained for all Corporate Office PCs and laptops. � Set-up and ensured network accessibility for PCs, laptops, and printers in the Corporate Office. � Provided occasional end-user training and coaching. � Coordinated the purchase of equipment and software for assigned departments in the Corporate Office. � Assisted in a nationwide conversion of networked computers to an Active Directory structure.

� Answered all IT Technology Resource Center lines (Help Desk) and provided first level support to the callers. � Logged customer requests for assistance, and entered problem status updates and resolutions into HEAT. � Provided desktop support when necessary. � Created daily and monthly reports on call distribution and volume for the Technology Resource Manager. � Assisted in the planning, coordination, and creation of remote access accounts when the company switched from one service provider to another. � Assisted with the rollout of a National Work Order entry system.

� Assisted customers via phone, e-mail, and software generated interactive chat. � Managed technical guidelines and training for all new help desk employees. � Provided technical support for all users including problems with connectivity, installation, and all general computer problems relating to proprietary software. � Prepared research for managers, including information on Corporate splits, acquisitions, and mergers and the effects on the current and future stock appraisals. � Processed daily reporting files to be used by several exchanges for volume study and regulatory issues.

Chicago, Il, Us

� Configured computers for network and Internet capabilities. � Participated in the design, system analysis, programming, implementation, conversion, and support of a Desktop Century Compliance Inventory System. � Designed reports using spreadsheets and databases for the purpose of remediation and implementation. � Interviewed users for input and information for an enterprise plan. � Programmed, designed, and executed system batch files for remote network systems. � Assisted in production of final documentation for an enterprise plan. � Installed secondary storage devices to be used as back-ups. � Participated in the remediation of 600 computers for Y2K compliance. � Assisted in the development of a test plan for Y2K compliance on critical applications. � Aided in the development of strategy for the centralized remediation of files for Y2K compliance.

Education record

Education record