Primary IT resource for New York City office, responsible for providing executive customer service and operational, desktop and technical support. Proactively identify and recommend solutions to improve performance, reliability, and manageability of the Windows platform. Configure desktop system deployments, imaging, asset management and security of desktop environment. Configure mobile devices, printers, headsets and card scanners. Develop and maintain a thorough understanding of advanced troubleshooting tools such as Windows Debugger, Process Monitor, Windows Performance Toolkit, etc. Video conferencing – Assist with the configuration, maintenance and improvement of the existing VC infrastructure Manage and support Intune MDM Develop and document procedures for routine operations including troubleshooting, support, and product administration Perform system upgrades and incorporate new technologies to the infrastructure minimizing effects on the user experience Provide white glove executive support to the firm’s Senior Management Support incoming requests via Service-Now.

Responsible for Sandler O’Neill’s all-around desktop and application support, maintenance and IT project management. Covering firm's Investment Banking, Equity Research, Equity Trading, Fixed Income, Capital Markets and Mortgage Finance department - Supporting New York (HQ) as well as Boston, Chicago, San Francisco, Atlanta and Memphis. Supported 350+ users and 500+ workstationsResponsible for day-to-day firm-wide application deployment, testing, packaging & updates (via PDQ and SCCM)Supported Market Data Apps such as Bloomberg, Factset, Fidessa, SNL, etc. Managed 3 consultants on rotation and 1 full time employee (help desk and desktop support)Responsible for hardware and software upgrades of all the branchesResponsible for Trend Micro DLP administration and maintenance, end user policy implementation and support Responsible for firm-wide OS migration and user trainingBuild, test and customize OS images and app packages for firm-wide deploymentSupported Citrix environment (Remote Access and On-Site)Primary administrator for Druva backup system. Backing up user file data and settings on every desktop/laptop. Managed Trend Micro OfficeScan XG Antivirus (Policies and client updates)Enforced firm-wide internal and external DLP and Device Control policies, monitoring various aspects, including external storage, cloud access, controlling, limiting and monitoring sensitive information.Enforced approved only encrypted external storageResponsible for firm-wide Bitlocker implementation and support Participated in yearly disaster recovery exercise and semi-yearly DR preparation and testing Finalized Windows 10 migration and firm-wide hardware refreshBuilt SQL reports (Lansweeper) to audit user workstation environmentResponsible for managing off-hours help desk supportSetup IT Help desk and change management system (via Lansweeper)Supporting Blackberry UEM (Accounts and Policies) Responsible for supporting management committee (C level team)

Responsible for level 3 front-line application support of the GCM’s Trading Floor (team that IPO'd Google and Facebook)Supporting trading activities of a joint venture between Investment Banking, FID and EquitiesLeading a team of three technicians to support more than 800 on-site and 400 plus remote usersSupporting Market data apps such as Bloomberg, Factset, ThomsonOne and ReutersPerformed shadow training for new team members during live support hoursActively monitoring and managing GCM ticket queueHandling ticket escalations and coordinating escalations to the proper channelsManaging BU ticket flow and escalations (leveraging tickets from level I and level II helpdesk technicians, senior application support technicians in my group as well as hardware, telecom, project management and market data groups) via internal Falcon ticketing system Performing Citrix Support (remote computing, virtual desktop, Citrix user profile management, internal application support running via Citrix client within Windows OS environment)Performing Blackberry, VPN and RSA supportManaging BES, RSA and VPN accountsSupporting & piloting iPhone, iPad and Android (personal) devices, internal apps, remote computing / VPN, Good Technologies, Array networks and Citrix remote access via Apple / AndroidPerforming (AD) folder permission requests and data moves Supporting high complexity Wi-Fi networkProvisioning Blackberry data and voice services through various vendorsConstantly working together with various cross-platform development and administrator teams located in Germany, Hungary, Japan, India and PhilippinesWorking together with developers, administration and engineering groups to constantly improve the environmentPlanning and executing IMAC related user moves (desktop /data)

Performed day-to-day monitoring and support of over 2,500 corporate servers (Compaq, IBM, DELL, SUN and SAN equipment)Performed server inventory, assembly, installations and decommissionsPerformed standard Server builds for DCO DTNY JP Morgan Chase GroupPerformed Daily /Weekly / Monthly backups and restores (VERITAS, Backup Exec, ARC Serve Novell & Windows Based Environments) Responsible for SILOS Support, working with QUANTUM equipment (Weekly/Monthly SDLT inventory and support) Worked with Iron Mountain (Backups Inventory & Shipment rotation process) Performed extended coverage to 75 Wall Street and 4 NY Plaza locations

Lead team of 5 consultants to support and maintain executive desktop operation Created, assigned, updated and resolved helpdesk tickets in Remedy system Performed ongoing user training sessions Performed phone and onsite support for C level clientele Responsible for setting up and maintaining classes related to e-mail migration and other technology aspectsDeveloped and preformed various presentations for SONYs top executive groups (C level HR and Columbia Records Producers) Responsible for daily MS Outlook e-mail migration Assisted and managed user moves (moves includes computer hardware and AVAYA IP phone relocation and setups) Performed Notes to PST conversionPerformed PST cleanup on file server (users personal shares) Performed Novell to XP migrationPerformed massive hardware rolloutsPerformed desktop and laptop upgrades and new installations - hardware and software (HP/COMPAQ, DELL, IBM, SONY, SUN) Written and updated helpdesk, installation/configuration procedures and policies Remotely pushed out software packages through SMSPerformed Symantec Ghost standard images for various company divisions Performed massive Ghost imaging for XP migration and desktop replacements Performed remote administration using Dameware and Remote AssistancePerformed Active Directory user managementCreated user accounts and home directoriesPerformed extensive Blackberry/BAS support and service activation Supported over 800 users including divisions of: SONY BMG, SONY Columbia Music Records and Epic

Responsible for day-to-day technology support of Chairman and CEO of Merrill Lynch (Stan O'Neal) and other C level executives (Supporting Merrill Lynch though IBM outsourcing division) Performed Queue Management for DS-VIP and IBM-CPA groupsPerformed Active Directory user management Managed massive rollout projectsPerformed Remote user support Performed routine user checkup & surveys (for executive division)Performed extensive MS-Outlook and Blackberry SupportAssigned DS-VIP group in XP migration and post migration issues(IED) Equities Trading Floor SupportSupported Debt and Equity Trade Floors Performed Windows NT/2000 to Windows XP migration •Profiling and testing general applications along with market data applications prior to deployment of new hardwareParticipated in massive deployment of hardware upgrades and script rollouts Performed handheld device configurations and rollouts (Blackberry, Palm)Performed Wireless network support and configurationPerformed day-to-day back-office user supportPerformed Active Directory configuration and maintenance of user accounts and personal home directoriesManaged and performed over a dozen of hardware movesPerformed home directory cleanups and data organization

Supported over 1000 local & 4000 global users Performed Windows NT/2000 helpdesk & network support, deployment and administrationPerformed turret - trade floor phone support Managed projects, performing team lead functionalities Performed market data support for 4 major Citigroup trade floors Performed BrightStor ARC serve Backups and restores proceduresPerformed Windows 2000 to Windows XP Trade floor migrationsParticipated and managing certain parts of Citigroup Investments and Citigroup Asset Management technology migrationParticipated in Windows NT 4.0 to Windows 2000 migrationsParticipated in Novell NetWare 4.11 to Windows NT 4.0 migrationsManaged Internet Explorer 6 SP1 project. Tested and scripted a rollout to entire Citigroup Investments, Citigroup Alternative Investments and Tribeca Investments trade floor for New York, Hartford, San Francisco and London locationsManaged and rolled out UUNet Dial-up to WWDS VPN migration for all Citigroup Global Investments New York locationsPerformed hardware maintenance, activity and performance monitoringCreated and updated installation procedures and documentation that complies with Citigroup corporate standardsAssisted Infrastructure Group with various projects and day-to-day tasksAssisted support groups, such as DBAs and Application Developers with hardware, support and Engineering related issues Managed and performed technical, network and market data support for Citigroup 4 major trade floorsMigrated users to Salmon Smith Barney e-mail servers Performed Blackberry and other wireless handheld technology support