Junior Johnson Email & Phone Number

New York, Ny

• Create project schedules, maintain job files, track and monitor progress, route projects, and conduct weekly status update meetings• Create clear charter roles and responsibility for both the onsite and remote staff for each of the projects• Managed the needs of the clients and the team members on the project.• Developed plans, roadmaps, and timelines and settings that enhanced the deployment workflow.• Developed strong relationships with new/existing clients throughout the organizations through quality work and thoughtful leadership• Document all pertinent end user information, including name, department, contact information, and nature of problem or issue if they occurred• Developed improvements to current company’s deployment processes• Deployment team forwarded Worked with deployment team in the resolution of end-users' technical issues as they arise• Interface with customers with the goal of meeting and exceeding customer expectations and being able to respond to their requirements• Worked beyond scheduled hours to exceeding customer expectations and being available to respond to their requirements

New York, Ny

• Actively participated in the company wide conversion from the Good Mobile App, to Blackberry UEM Client, and the migration from Office 2010, to Office 2016• Setup and support mobile devices (Android, iOS, Blackberry)• Manually installed and ran scripts to complete the installation of MS Office 2016 on desktops and laptops that failed automated installation. Also Win 10 1803/1809 deployment using SCCM task sequence• Acknowledge and addressed all customer queries, requirements and needs with patience and empathy• Take ownership of tasks and follow through to ensure complete resolution• Record, track, and document problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution• Document all pertinent end user information, including name, department, contact information, and nature of problem or issue• Pass on any feedback or suggestions by customers to the appropriate internal team• Record events and problems and their resolution in Service Now• Coordinate with other team members and/or departments to solve problems, support and coordinate the implementation of new changes• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution• Installed, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels• Training end users with varying skill levels, on the use of software/hardware equipment.• Local hands-on assistance with user moves, including the relocation of computers, laptops, monitors, phones and headset devices• Apply diagnostic utilities and best practice methodology to aid in troubleshooting.• Installation of software on new hardware using automated and manual methods to match current hardware configuration

New York, Ny

• Supported C-level executives, maintained close relationships with executive assistance to ensure enhanced service support • Interacted with clients, in person and over the phone to troubleshoot and install printers, computer hardware, configure network settings, and provided assistance to inquiries, concerns about products and services. Used Dameware and log Me In to provide remote support• Maintain end-to-end ownership of related incidents even through escalated to external vendors or internal resources• Follow up with customers via phone and email, and walk ups to ensure issues have been resolved• Participated in moves, adds, and changes as they related to the technology environment• Setup New Hires installations, configure desktop/laptop email, printer and any other related task and educating new hires in IT processes• Ensured all issues and tasks and their resolutions have been recorded in the Service Now ticketing system• Active directory to create, modify and delete user accounts, change or assign permissions, reset passwords• Install, upgrade support and troubleshoot Win7/Win10 Office 2010/2013 and any other desktop applications, Some Mac OS experience• Maintained laptop loaner pool and presentation equipment• Provide support for Blue Jeans Video Conference System• Mobile device support for iPhone, iPad, Android. Also installed VMware AirWatch on all mobile devices including laptops• Provide on call support after normal business hours on a rotation basis

2 Penn Plaza New York, Ny

• Supported C-level executives, providing “white glove” service• Respond to phone calls, emails, walk ups, and dispatched requests for technical support through Service Now• Quickly and effectively diagnose and resolve issues related to desktop, laptop, mobile devices, video conferencing, application software• Install a variety of hardware/software for senior executives • Mobile device hardware setup & deployment (configure, deploy, train users on iPhones, iPads, and Android etc.)• Setup and support video conference meetings utilizing Skype for business, and Polycom conference units• Serve as liaison between various groups within the department and company to quickly troubleshoot issues• In some cases, utilize a “fix it twice” use tactical solutions to get systems immediately stable, then follow up with a strategic fix after• Access software updates, drivers, knowledge bases and FAQs on the internet to aid in issue resolution • Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken until resolution is achieved• Managed computer hardware deployment and retrieval to senior executives • Other duties as assigned by the User Support Manager

New York,Ny

• Supported software, and hardware for Fixed Income division (FX, Rates, Future, SP, Credit and PROP trading business groups of over 400 traders)• Familiar with Fixed Income Market Data applications: Bloomberg, Reuters Eikon, Tradeweb, ION Trading, ICAP, Citi Yieldbook, Fidessa, Brokertec, Espeed, BGC, FX connect, Tradeblade, MarketAxess, Intex desktop and dealmaker, S&P Level, CAS, WinFit, etc..• Developed relationships with other support groups, which enabled me to quickly resolve client problems. I also provided end user equipment training and demonstrations• Supported multiple mobile devices such as Blackberry, iPhone, iPad, Android as well as remote login using RSA token• Used Cisco/Avaya VoIP Call Manager/Unity Connection Ver. 8.6.2 to create/modify/delete phone accounts• Trading and Non-Trading floor moves, adds and changes (MACs)• Helped with new trading floor move and build out project• Successfully completed Windows 7 company wide deployment project within designated time

Nyack, Ny

• Provide desktop support to small and large clients• Participated in a project to roll out the Good App on over 1,300 client’s iPad’s, iPhone’s, & Android devices• Worked with various client to identify software and hardware related issues• Participated in projects to migrate clients from Win XP to Win 7• Troubleshoot network related connectivity problems• Resolved support calls via in-house NVT Helpdesk Software• Desktop imaging using Acronis

Weehawken, Nj

• Provide desktop support to senior executives, and their assistance during regular and non-business hours• Work with senior executives and their assistance to identify software and hardware related issues• Troubleshoot network related connectivity problems• Supported desktop and laptop rollout from Win XP to Win 7 to senior executives and their assistance • Used Remedy, and in-house proprietary Helpdesk software to log support calls• Setup mobile devices such as Blackberry, iPhone, & Android• Performed moves, adds and changes• Utilized Ghost cloning software for deployments• Ordered equipment, and arranged data transfer for overseas visiting executives

New York, Ny

• Performed, Bloomberg and Reuters installations• Provide support to local and visiting staff • Troubleshoot VPN configuration, maintenance remote access• Installed and configured mobile devices and PDAs• Performed software updates and application rollouts as needed• Updated documentation as required• Performed adds, moves, and changes• Utilized Ghost cloning software for deployments• Setup and troubleshooting all aspects of day-to-day computer operations related to (Network, Applications, Peripherals, Database connectivity, issues.)

A.A.S

Certificate, Computer Operations

Education record

MCSA 2003 A+ Certified Service Technician MCSE NT/2000/2003 MSDST (Microsoft Desktop Support Technician) MCSE+ Security 2003 MCSA+.