Steven Serrano Email & Phone Number

New York City Metropolitan Area

New York, New York

Primary technical contact for all accounts in the NY/metro area but would continue to provide phone support for accounts outside of the NY/metro region. Team Lead supervising a support team of 2-4 first and second level Field Technicians. Visit clients on a daily or weekly basis to build relations and provide support and Project Management for all Mighter related services including Market Data Moves/Adds/Changes, implementation, decommissioning, testing, and upgrading of our custom solutions. Liaise with other vendors on client specifications and needs for custom solutions. Responsible for Mighter related product training and inventory levels on client sites. Support the Mighter side of Market Data applications such as Reuters Dealing, EBS, and Bloomberg on both the front and back end. Followed set SLA’s, policies, and, procedures when assisting clients to ensure proper handling of requests. Maintained a professional attitude and work ethic while providing excellent client service at all times.In-house responsibilities:• Assist Level 1 technicians with hands-on hardware, software, and network troubleshooting.• Build and implement multi-layer back up plan.• Work with oversea teams of technicians installing and supporting multiple trading floors and data centers in New York, London, and Hong Kong. • Coordinate with UK and HK offices on inventory levels and requirements.• Train and support co-workers on Mighter KVM systems and software.

New York, New York

As a Field Tech and In-house Desktop Support Technician I was relied on to insure the office infrastructure was up and running at all times and maintained efficiently. The other half of my position allowed me to travel to client sites and work directly on their trading floors and data centers supporting and installing the Mighter brand of KVM Switches, KVM Extenders, Multi-Protocol Keyboards, Media Converters, and KVM software.• Perform all Market Data IMAC work, alongside our own team and at the direction of the Project Manager.• Troubleshoot, identify, resolve issues and inform the client of the most appropriate and cost efficient solution.In-house responsibilities:• Log all client interaction into a custom ticketing system and provide follow-through and successful resolution of these tickets.• Responsible for network printers and their maintenance.• Setup and administer RDP on all PC’s to be connected to from an out of network source.• Set up and maintain POP3 email accounts in Outlook 2003-2010.• Create, edit, and maintain Power Point presentations, the Mighter website, product diagrams, product manuals, and flow charts. Applications utilized were Adobe Photoshop CS5 Extended, Microsoft Expressions, Word, Excel, PowerPoint, Visio, FileZilla FTP, and/or FoxIT Pro PDF Suite.

Long Island, New York

As a PC Technician at Circuit City I would deal with all issues our walk-in/call-in customers would be faced with. The users would have your typical household type of computer issues from viruses/spyware, high memory usage/low RAM, or just a very sluggish PC performances overall. Being a certified HP repair center we would send off all HP hardware for repair free of charge to the customer and reinstall it upon arrival. Laptops and PC’s would vary from user to user; HP to Dell to Acer just to name a few. Hardware and software upgrades were also very common as well as the complete build of a customized PC.• Utilization of a ticketing system to update and track the progress of end-users PC’s.• Provided a back-up of files, partition, format, installation, and configuration of Microsoft Windows XP Home/Pro and Microsoft Vista to end-users.• Installed several different types of security features to shield the PC against spyware, pop-ups, viruses, and other harmful applications.• Optimization of hardware and software to reduce boot time, remove background processes, delete unwanted files, and disk defragging.• Hardware upgrades such as hard drives, RAM, video cards, soundcards, and optical drives.

Networking Professional, System, Networking, And Lan/Wan Management

Computer Support Specialist