Robert Colalillo Email & Phone Number

New York

• Primary technician to troubleshoot hardware, software and network connectivity issues with workstations for back office and trading desk (both thin client and desktops)
• Maintained high level resolution dispatch for Service Desk Express, escalating service calls to appropriate IT group for remediation action;
• Provided support for both hardware and software issues on trading floor workstations.
• Configured and deployed upgrades to Windows 7 Workstations across the LBBW-US business lines.

• Provide 2nd level phone/desktop support to US Trust banking environment for both hardware (IBM laptops, Dell/HP workstations), software (Windows XP, Office 2003) and network issues.
• Responsible for next day support of 3,000 desktops that were upgraded from Windows 2000 to XP.
• Provide remote desktop assistance for all client issues (missing favorites, missing applications, mapping network drives, password reset in AD).
• Document, track and monitor all problem/resolution activity in Remedy to ensure a timely resolution.
• Working knowledge to troubleshoot Blackberry devices.
• Excellent interpersonal skills while assisting end user on the phone with technical issues (provided support from NY to San Francisco offices).

• Member of a Project team which migrated 2200 computers from Windows NT to Windows XP for both Corporate Banking and trading floor environments.
• Built and configured client computers using Altiris Software and Active Directory.
• Responsible for providing technical support to end-users for training and any post deployment issues.
• Collaborated with other IT departments in an effort to resolve application compatibility issues.

• Tier 2 support in a Win 2K\NT environment for both hardware and software troubleshooting.
• Participated in Add/Move/Changes of client workstations and network printers (HP).