• Administers users and computer accounts via Microsoft Active Directory • Communicates with vendors, development team and other technical staff to complete stages of the project life cycle• Works closely with Infrastructure, Networking, and telecom teams to identify and deploy new system technology• Migrated users and shared client data from virtual desktop environment to a hybrid Win10 environment• Developed and implemented operational policies and procedures

• Migrated users and shared client data from virtual desktop environment to a hybrid Win10 environment

• Developed, documented and implemented operational policies and procedures, including on-boarding, vulnerability remediation, end-user services, etc.• Configured, deployed, maintained and supported Windows 10 based workstation and laptops using SCCM, BitLocker, Cisco AMP, and Commvault• Implemented strategic improvement initiatives for ITIL process projects• Coordinated activities between multiple support groups to ensure adherence to Service Level Agreements (SLAs) where other groups were needed to resolve various incidents• Managed the ManageEngine incident system and decreased SLA breaches by 7%• Managed Active Directory user accounts, computer accounts, group policy objects, and organizational units• Supported Polycom video conference via RealPresence Resource Manager in Skype for Business environment

• Managed a team that provides support for employees with hardware, software and network issues in a mixed hardware/VDI environment.• Developed and maintains guidelines for system support during new acquisitions on-boarding, implementation, go-live and follow up support. • Performed process improvement assessments, performance quality audits and improvement training • Diagnosed problems and provide techniques for increasing user desktop productivity.• Monitored and analyzed performance metrics and conduct periodic audits to determine areas of improvement.

• Configured, deployed, maintained and supported Windows 7 based workstations and desktops• Administered users and computer accounts via Microsoft Active Directory• Imaged desktops/laptops using SCCM portal assist as well as deploy applications• Diagnosed, supported and troubleshoot various applications and platforms such as Outlook, Office 2007, Office 2010, Bloomberg, Citrix, Cisco VPN, VMWare, CQG, and Market Data apps • Provided on-call support for traders and after-hours support for Network, telephony, and server teams• Installed and supported British Telecom Turret and Cisco VoIP desk phones• Supported remote users via Windows Remote Assistance• Maintained inventory of hardware to ensure that new equipment was installed and ready to operate on schedule• Proactively sought to upgrade the departments’ hardware to meet minimal requirements established by the division.

• Migrated over 200 workstations from Windows XP to Windows 7• Managed user and computer accounts with Active Directory• Setup, maintained and troubleshoot Windows XP and Windows 7 computers• Performed weekly backup and monitoring of the Tape management system with ARCserve• Supported trader applications and platforms such as Bloomberg, CQG, ICE, and Excel Add-in• Provide Blackberry support for 80+ users in a mixed Lotus Notes/Outlook environment• Decommissioned various sites across the country & assisted setting up new sites to ensure effective go-live scenario and provided ongoing support• Used Remedy Service Desk to monitor & track issues, trends and performance of the team and environment

• Provided daily technical support for a team of 46 analysts and ensures that they were technically competent of account specific knowledge• Responsible for updating and maintaining the knowledge management system for assigned accounts• Provided technical training on all account specific procedures, business applications and assigned areas of technical specialty• Published knowledge-based information to ensure that analysts have the needed resources to perform their functions efficiently• Served as escalation point-of-contact between the analyst and client ensuring increase customer satisfaction and timely resolution

• Managed and monitored 65+ servers in a mixed Novell/Windows 2000 – clustered environment• Certified and packaged approximately 200 client applications in a Windows XP environment• Performed daily, weekly and monthly reports designed to streamline the goals of meeting service level agreements• Migrated users and shared client data from a parent company to a spin-off entity, both nationally and internationally within a Windows 2000 Server environment• Administered and supported Exchange 5.5.global messaging environment• Maintained and supported client’s outlook web access server• Performed restoration of client’s user mailboxes and preformed backups using Arc Serve• Served as assisted point person for help desk support in an educational environment

• Developed a rollout project model inclusive of the relevant expenses and tasks needed to rollout a new point of sales (POS) device• Provided a gap analysis of the store configurations against the tasks and expense rollout project model• Performed troubleshooting functions and monitored and reported system performance• Built new servers and workstations for thousands of users• Authored and presented comprehensive billing report on a monthly basis• Reorganized and implemented monitoring of expenses, resulting in significant savings