CANDIA HAYNES

Jersey City, NJ

io1ble@r.postjobfree.com

201-***-****

OPERATING SYSTEMS: Windows 7 Home/Professional, Windows XP Home/XP Professional, Windows 2000, Windows 2000/2003 Server, Active Directory, Novell, Windows NT/Desktop and Server 3.51 and 4.0, Windows 95/98. Windows service packs, O/S patches

SOFTWARE: MS Office 95/97, 2000/2003/2007 & 2010, MS Outlook 98/2000/2003/2007 & 2010, MS Exchange, TCP/IP, Lotus Notes, Checkpoint VPN Client, Linux/Redhat, Active Directory, Novell iFolder, Lotus Notes/Lotus Notes Administrator, Novell Client 4.70 – 4.93 SP2, Novell Console ONE, Netware Administrator, Citrix, iPlanet Console, RSA ACE/Server, GSX Monitoring Tool, Carbon Copy, SharePoint, Symantec Endpoint Protection, Avaya, Altiris and Remedy

HARDWARE: IBM Systems, Think Pads, Compaq SFF, Compaq Laptops, HP Laptops, Dell Systems and Laptops, Blackberry Devices, POS-X system

EXPERIENCE:

02/12 – 6/12 Jefferies – Jersey City, N.J.

Help Desk Analyst

• Responsible for logging, tracking, updating and monitoring status of end-user issues via phone, email and voicemail

• Responsible for creating and running daily Remedy/Crystal reports to be reviewed by management for daily Help Desk meetings

• Responsible for troubleshooting user software and OS issues on 1st customer contact

• Responsible for troubleshooting remote access VPN connection issues

• Responsible for monitoring data center over the weekend

06/01 – 12/10 NYSE Euronext – New York City, N.Y.

Help Desk Analyst

• Team leader of 5 Help Desk analyst

• Responsible for logging, tracking, updating and monitoring status of end-user issues via phone, email and voicemail

• Responsible for creating and running daily Remedy/Crystal reports to be reviewed by management for daily Help Desk meetings

• Responsible for troubleshooting user software and OS issues on 1st customer contact

• Responsible for coordinating with Human Resources to create/delete all user accounts in Lotus Notes, Active Directory, Novell, iPlanet and RSA SecurID

• Provided Lotus Notes client installation and support, creating databases, archiving, delegate access rights solutions and connections to Notes databases

• Deployed all required software applications to employees using Altiris

• Training all new consultant staff on use of NYSE proprietary software applications and standard operating procedures

• Developed standard operating procedures for the department which proved vital in increasing customer service performance levels

• Developed procedure for retrieving RSA tokens from leaving employees which resulted in thousands of dollars in savings for NYSE

• Maintained database and provided access to NYSE networks to off-shore personnel via RSA SecurID authentication mechanism

• Responsible for troubleshooting remote access VPN connection issues for external off-shore staff

• Responsible for providing NYSE internal and external employees access to specific required web based applications using Citrix XenApp

• Responsible for creating service desk scripts in Remedy Incident Management module based on ITIL standards

• Responsible for notifying users and assisting with cleaning system viruses using Symantec Endpoint Protection

• Responsible for providing help desk staff access to SharePoint

• Coordinated and performed moves and relocations

• Coordinated, setup, installed NYSE standard image on over 100 HP SFF for NYSE disaster recovery site in Cranbury, NJ after 9/11

06/99 – 06/01 Ziff Davis Media – New York City, N.Y.

Help Desk Analyst

• Responsible for logging, tracking, updating and monitoring status of end-user issues via phone, email and voicemail

• Provided Lotus Notes client installation and support, archiving, delegate access rights solutions and connections to Notes databases

• Responsible for troubleshooting remote access VPN connection issues

• Developed standard operating procedures for the department and created dB to store and update information

• Trained the vendor staff of Help Desk procedures

• Coordinated and performed weekend moves and relocations

• Responsible for producing Help Desk reports to be reviewed by management for Help Desk meetings

EDUCATION:

10/94 – 10/96 DEVRY UNIVERSITY – NORTH BRUNSWICK, N.J.

A.A.S., Computer Information Systems

Certified Help Desk Professional

Foundation Level ITIL Certification

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