• Plan, organize, and manage staff to assure appropriate coverage to meet business needs, Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.• Oversee the Client Site Services Engineers as they provide Client Site services including technology deployment, maintenance, user support and project work as assigned.• Responsible for continuously enhancing the quality of services we provide to our Clients.• Ensure that service requests are well defined, assigned and dispatched.• Ensure Client Site Services team is staffed strategically with an understanding of Sales and Project Pipeline.• Oversee training of Client Site Service Engineers.• Ensure all customer issues are satisfactorily resolved by meeting with Client Professional Services, Centralized Services, Account Management, and other teams as needed.• Take ownership and drive resolution of escalated issues.• Work across teams to successfully manage and complete large scale initiatives and client projects.• Monitor and maintain ticket accuracy and age.• Ensure service tickets are closed on time and with high customer satisfaction. • Ensure tickets, time entry and timesheets are completed, submitted and approved in a timely manner.• Responsible for goal setting and performance evaluation of CSS Team.• Conduct 1:1 meeting with team members in order to gather and provide feedback, manage goal progress, coach and assist in the resolution of any issues.

• IT service provider exclusively representing firms within financial services. • Deliver immediate, flexible and proprietary solutions that satisfy the needs of Hedge Funds worldwide. • Daily responsibilities include infrastructure, network, server, application, desktop, mobile & telephony solutions.• Install firewalls & switches that connect with the Physical/Data Link layers at client homes and offices for secure tunneling to corporate domains.• Projects include Disaster Recovery, deployments, moves, provisioning, on boarding, off boarding & cutover. • Supported Systems: Okta, G-Suite administration, Slack administration, DUO, Mimecast, Proofpoint, Altiris, Service Now, RSA Security Console, LabTech Automate Control Center, Workspace Engineering, LANSWEEPER, Blackberry UEM, Citrix Director, ESET, Devolutions, KACE Systems. • Experience with Microsoft Cloud-Related Technologies: O365 Suite, Azure, Intune.• Experience with Mac OSX (JAMF).• Experience with MDM solutions (AirWatch, BES 12 MDM & UEM Client).• Experience with A/V systems (Zoom, Team Viewer, ClickShare).• Provide technical documentation for team and users for explanation, reference and convenience.• Ability to work on-call rotation.• Strong time management and ability to prioritize.• Process oriented individual utilizing ConnectWise to manage business, automate service delivery, and control technology effectively.

• Full time client operations analyst. Daily responsibilities include network, server, application, desktop & telephony solutions.• Projects include network cutover to MPLS/VOIP implementation, new space buildout & network architecture, weekly server schedule maintenance. • Router/Switch installation patch management & ethernet port punch downs. • Utilize VMware vSphere to virtually manage servers & apply resources where needed for optimal performance.• Utilize Datto portal backup to restore corrupt or missing documents. • Manage Citrix sessions; ensuring functionality by clearing stale sessions & releasing DHCP leases from scope.• WYSE Thin Client configurations/deployments & server maintenance. • Provision/manage accounts in Active Directory, Exchange Administrator Console, MailProtector & Accumed. • MITC & Gold Fax administration, configuration & management. • Technical writing: process documentation & company wide project communication. • Utilize Autotask to manage incident queue (assignments, updates, SLA expectations) amongst team.

• Managed the sell-side trading desk’s market viability and communication needs.• Bloomberg administrator covering licensing, changes & exchanges accessibility.• Market Data web application support & licensing, ensuring communication & functionality: QUODD, Omgeo, Eikon, Big Dough, Precise, EZE D-Station.• FIX adds, removals & changes.• IPC Wire adds, removals & changes.• OMS upgrade/rollouts via PDQ Deploy, Deployment Workbench & other tools.• Projects included expense analysis of market data costs & budgeting. • Responsibilities included upgrades, configuration, maintenance, troubleshooting, hardware repair, system backups, restores, provisioning & decommission. • Active Directory, Group Policy, MS Exchange, Print Management, Deployment Workbench.• User role assignment, grouping and client website access in Oracle Identity Management & Portal.• Server maintenance & installation administrator. Bloomberg & Unigy switches. VMware included.• Shoretel/Cisco VoIP administrator.• Tracked and managed vendor contracts, researched alternatives and conducted negotiations. • OpenAir & Netsuite administrator.• Adapted Jira to function as a support desk tracking solution.

• Investment Bank Desktop support technician and project manager responsible for hardware and software support in a 1500+ user environment.• Daily responsibilities included upgrades, configuration, maintenance, troubleshooting, and repairs.• Specific technologies used include: Maximo, Remedy, Tivoli, DCDI, BART, Sentinel, Active Directory, DameWare, EEPC, Microsoft App-V for application virtualization, and Citrix. • Projects included Bank of America/Merrill Lynch transition/cut over, Bloomberg and Factset software upgrades, Bloomberg hardware rollout/configuration, and summer analyst on boarding.• Advanced level troubleshooting skills, including Tier 3 support and root cause analysis of the Desktop environment.• In-depth knowledge of the registry and file system security.• Managed vendor relationships for hardware/software procurement. • Blackberry enterprise/vendor activation including service book and general troubleshooting along with market data mobility application support.• Setup and provide assistance for Mobile Access Services (Cisco VPN) and Merrill Connect.• Assignments included: testing of hardware and applications before put into production, development of desktop and laptop images for different functional user groups, Office add-in compatibility analysis, disaster recovery.• Developed procedures and documentation for installation, configuration and general support information for colleagues & analysts.• Excellent written, verbal communication skills as well as people skills with the ability to handle difficult personnel situations.

• Team member responsible for deployments, moves, adds and changes in both Trading and Non-Trading environments. • Move activity project manager and coordinator responsible for site survey of technology and delivery.• Worked closely with business management and technology partners to ensure seamless delivery of services.• Build, deploy, install, and troubleshoot workstation bundles.• Team lead responsible for creating and allocating assignments.• Responsible for Hardware removal, shipping, asset tracking, receiving, and storage.

Desktop support technology resource assisting with day to day software and hardware incidents tracked via Remedy. Responsible for tape backup (Compaq Servers). Assisted with a 600+ rollout to Win XP Platform.Move/Change/Add resource for on/off boarding and procurement. Cisco router/LAN Support. Provided case presentation technical assistance. Rolled out & configured network and local printers

Served to assist with Windows XP rollout disaster recovery process.Back up/restore user files/preferences and restoral. Configured palm software. Resolved and concluded incidents

Helped setup a network consisting of 300+ users for a disaster/recovery.Served as support contact and troubleshoot systems. Maintained Hardware inventory and deployment.Responsible for quality assurance testing.Roll out of network printers, hubs, and switches.Professional Member of the Associate Technical Staff

Northeast regional contact for automated e-mail response system, Kana 5.0.Participated in the college recruitment program for prospective employees; and troubleshooter for Windows and Apple Mac platforms.Microsoft Exchange e-mail administrator.Migrated users from POP mail clients to IMAP on Microsoft Outlook. Created mail-forwarding files in UNIX.