Steve L. Email & Phone Number

Greater Los Angeles Area

Greater Los Angeles Area

Working as part of 2 person IT team, my roles include Active Directory user management, Asset Management, Office 365 administration, MDM administration, Vendor and Project Management as well as supporting users at our 4 offices. • Provide quality in person, phone and remote support to end-users including complex support for hardware (laptop, and mobile devices), software, and applications including connectivity to network.• Assist with providing support, guidance and training on the function and usability of business applications.• Perform field level hardware repairs and upgrades.• Assist with refresh of hardware and software.• Install and repair operating system and applications on laptops, and mobile computing devices.• IT onboarding including equipment setup for new hires/interns/transfers and off-boarding.• Assist with identifying common patterns in cases to uncover related and new problems.• Manage vendor relationships and related budget.

Greater Los Angeles Area

Working as part of the infrastructure team, my roles include Active Directory user management, Asset Management, Office 365 administration, MDM administration, as well as supporting users at our corporate headquarters and remote offices.• Phone Support: Provide phone support and coverage for inbound support calls to the Service Desk. This also includes remote support for desktops, notebooks, and mobile devices.• Desktop Support: Troubleshoot, diagnose and repair hardware, software, network and peripherals issues. Coordinate new user setup, create account in AD and Exchange, image PC, setup phone, network printers and etc. VoIP telephony system configuration/troubleshooting. Conference room setup/troubleshooting with video conference, presentation on TV. Assist with internal office employee moves between floors or buildings.• Communication: Being able to identify problems in the environment and communicate with peers. Provide a level of discretion when it comes to sensitive data and communication such as confidential company information.• Incident Management: Documenting all incidents, problems and requests in the company ticketing system (ManageEngine) with a focus on SLA’s, documentation, and customer satisfaction, and escalate as needed to service owners as well as management. Management of all incidents in a centralized ticketing system Provide Desk Side support on an as needed basis dependent on incident priority and description.• Vendor Management and Procurement: Manage relationships with specific vendors and serve as the organization point of contact.

Member Regulation, Sales Practice - Los Angeles, California

• Desktop Support – Provided Tier I and Tier II support for roughly 90 staff in Los Angeles based Member Regulation, Dispute Resolution, and Enforcement offices and provided periodical support to 35 more in San Francisco. Provided periodical technical support to Hearing Officers, Arbitration Panel Members and onsite visitors. Actively provided end user support which include identify, troubleshoot, document and resolve hardware and software problems, and user-related issues. • Hardware and Software Implementation and Deployment – Timely installed, modified, and repaired computer hardware, software and other technology peripherals. • Technology Asset Management – Managed Los Angeles inventory of equipment and computer peripherals. Tagged new equipment and record serial numbers to Asset Management and administered the disposal of technology assets consistent of FINRA policies. • Training – Orientated staff to the FINRA Corporate Desktop and proprietary software. Setup computers for presentation training, VTC/VMR, and other electronic equipment as needed. Coordinated training on the deployment and implementation of new Operating systems, and new FINRA proprietary software. Created numerous How-To-Training Guides for FAQs.• Technology Policy and Administration – Completed purchasing requisition orders to meet Los Angeles technology needs. Acted as the technical liaison between technology vendors and end users. • Troubleshooted NGuest Wi-Fi connectivity for visitors in OTR hearings and arbitration hearing forums.

Dispute Resolution - Los Angeles, California

• Provided Tier 1 support for roughly 25 staff members in the Los Angeles Dispute Resolution. Provide periodical technical support to Arbitration Panel Members and onsite visitors. Troubleshooted hardware and software problems and user-related issues. Responded to end user questions and provided guidance and instruction.• Troubleshooted NGuest Wi-Fi connectivity for visitors in arbitration hearing forums.• Analyzed initial pleadings, researched CRD to determine proper jurisdiction, entered information into MATRICS, and prepared cases for service.• Assessed filing fees, member surcharges and processed fees at various stages of the case and made recommendations on fee waiver requests.• Analyzed claims to ensure the correct panel composition.• Reviewed all motions, solicited responses, and prepared documentation for submission to arbitrators in a timely manner.