• Responsible for troubleshooting and configuring complicated network and security system on a freelancing basic.• Provide 2nd and 3rd level support for various clients• Liaise with vendors and other IT personnel for problem resolution• Proactively ensure the highest levels of systems and infrastructure availability• Provide and ensure superb customer service experience for clients.

• Design, develop, and execute test cases using test plans and project requirements/specifications.• Create clear, concise, detail oriented test cases/scripts based on requirements/specifications.• Investigate and report any defects encountered diligently, promptly and accurately using a defect-tracking tool.• Communicate clearly and accurately test observations, and provides clear and thorough information to reproduce test results.• Perform both new functionality and regression tests.• Communicate with project, development and business teams where necessary.• Escalate quality concerns to QA management.

- Responsible for developing software applications solutions, of basic to intermediate complexity, for all or a component of an assigned project.- Develop, code, test, debug and document application systems to achieve the objectives of the client group relative to identified system needs. These systems may be new, replacement of existing systems or significant modifications of existing software modules.- Apply proven applications development methodologies, hardware characteristics, and other technologies to produce comprehensive solutions, within the agreed quality, service commitment levels, schedules and budgets for the assigned projects.- Communicate with peers and business unit in planning, developing, implementing and supporting IT projects- Consult with IT management and client areas in resolving questions during the various IT project phases- Help analyze the impact of proposed solution across technology or existing technology platforms

• Reviewed, monitored and responded to IT Service Management (ITSM) system incidents and ensured timely and effective resolution/fulfillment of clients request.• Received and courteously addressed desktop support calls transferred by the Service Desk.• Installed, loaded, and configured software and applications.• Installed, configured, and troubleshoot Multi-Function Printers and Network printers.• Worked with other ITS groups to resolve computer-related issues.

• Maintenance of Windows Server, all versions (2012 R2, 2012, 2008 R2, 2008, and all versions of Small Business Server)• Server administration (user creation and administration, share creation and administration, print queue creation and administration, directory services administration).• Receives requests through the tracking system, via email or telephone for assistance on desktop and computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff; as appropriate, trains users in resolving problems.• Administered installation, upgrade, and maintenance of desktop computers, software, and related systems; installs, moves/relocates, and configures desktop software for new users.• Network (internet) support (both wired and wireless) and phone system management.

• Provided a seamless delivery of problem resolution to customers who encounter complex technical online issues with products such as online banking, mobile banking/deposits and BankAmeriDeals.• Receive escalated calls from internal bank associates who represent a variety of LOBs such as banking centers, mortgage, card and CSCC.• Performed routine account-related transactions.• Solved problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.• Maintained and tracks outstanding servicing requests and provides thorough follow up.

• Troubleshoot Level 2 escalated calls• NY Life FTSL Installations and troubleshooting (FT Messaging, FTIS, SecureDoc)• Troubleshoot Microsoft Outlook/Exchange Client Email, Microsoft Office 2010, 2013, & 2016 product and complex Virus, Malware, & Spyware troubleshooting• Setting up Windows RT/iPad/Android tablets for Life Agency Portal• Adobe Reader, WinZip, SQL Anywhere, Symantec, & Java