Project Manager Customer Service

joshua s. toruno

***W **th Street Bayonne, NJ ***02 201-***-**** ******.******@*****.***

Objective

More than 10 years of experience in IT Services encompassing diverse areas of Computer Systems, leading, planning and

supporting fast environment staff. Seeking a position which will require me to utilize my exceptional computer skills, abilities

and with strong customer service experience to ensure the company’s success.

Employment History

Senior Desktop Support Analyst 5/30/2006 Present

ICAP NORTH AMERICA - New Jersey

- Support over 1500 users at ICAP Jersey City office, NYSE, CBOT, Canada Emerging Markets, and other remote

locations. Support trading floor on daily basis which consisted of Equities, Energy, Feed Stock, Risk Arb, Weather,

Energy, Stock Loan, Fed Funds, Fix Deposits, Swaps, Agencies, Industrials, Bankruptcy, Credit Derivatives, High

Yield, Treasuries, Mortgages, Repo, Latin American Derivatives, Emerging Markets, Electronic Brokers and

international traders.

- Executive Board support along with over 300 + IT production and developing team, back office, finance and legal

department.

- Remote support users, through RDC, Logmein, TeamViewer and PC Anywhere. Provide 24x7 support for brokers

involving VPN, remote desktop, and offsite support.

- Provide on-site costumer support Levels 1, 2 and 3 for Windows XP Professional, Windows 7 32bit and 64bit base

desktops, workstation, laptops, IBM blade technology and remote Amulet Hotkey devices, 24x7 when needed.

- Provide first line of interaction between traders and IT Support services available through the company to ensure

optimal response time from all IT groups.

- Configure, install, and support various PC hardware platforms (Dell, Lenovo, and HP), printers (HP, Toshiba,

Canon) scanners (HP, Toshibas) and video conference systems (Cisco, Polycom, Tamdberg).

- Manage and customized various trading group applications, including Thomson, Bloomberg, SunGard Brass,

Trading Technologies, Reuters Kobra, TEO, Volbroker.

- Apple computers, IPad configuration and Iphone email configuration (Good Application)

- Configure desktops with proprietary trading applications such as Bloomberg, Reuters, X_Trader, Kobra, and in

house apps.

- Configure and create accounts for remote access applications ( Cisco VPN, Checkpoint VPN, Secure RSA)

- Provide detailed documentation of issues and resolutions using HP Service Desk Manager and ServiceNow.

- Blackberry Enterprise Server (BES) Administrator – Account creation, policies, blackberry troubleshoot.

- Provide hands on support with 2003 and 20008 servers, Manage Active Directory, account creation, Group Policies

update and print servers services.

- Facetime Admin - Instant Messenger archiving, IM Proxy, account authentication (Pivot Support, AOL, Skype)

- MIMEsweeper for Exchange, services, anti spam.

- Assigned project manager role of small and large scale desktop and office relocations at NYSE, CBOT and JC

Offices.

- Support all Microsoft, third party and internally designed applications. Troubleshoot and resolve outages with

Telecommunications, Market Data, Server, Network, Engineer team and vendors to efficiently solve all issues.

- Manage Oracle hardware database system ( Brand, Model, Asset, Serial Numbers)

- SharePoint and intranet site management, updates, moves, changes.

- Move/Relocation trade floor equipment (survey, planning and complete documentation of trading floor technology

such as BT Turret, Cisco VoiP Phones, Desktops, Blade Technology, Remote D2, Market Data Devices and

patching)

-

-

- Projects: Coordinate and assist with Windows XP to Windows 7 roll out, migration planning, applications survey,

user’s backup and migration and certifications for 800 brokers and 400 back office and finance groups ( July 2012 –

December 2012)

- Trading Floor Disaster Recovery Site, Coordinate and configure 300 + PC workstations and BT Turrets. Printer’s

installation /configuration and PXE base Windows 7 images. Database Asset tagging and serial number devices

(September 2011 – November 2011)

- CBOT-CME ICAP Chicago office relocation. Survey, evaluation and planning, new office setup and move and

testing of 45 + brokers PC workstation and BT Turrets. Cable patching to switch port on datacenter. ( March 2011)

- Created application spreadsheet such as Adobe Writer, Snagit, Teamviewer, that controls pricing, licensing and

hostname/user in case of any emergency recovery or transfer is needed and to ensure complete control, tracking

( Feb 2009)

- Time stamps Management, Central Time clock Server and devices database, inventory and procedures (Compliance

standards) ATVS Software, train new staff to take over responsibility, vendor communication when necessary (April

2007)

Meeting rooms and video conference room hardware maintenance and updates. ( January 2007)

Converted Infrasture level floor map and created sitting plan floor map that IT Support utilize to organize and plan

personnel moves/relocation and easy search tool for users positions, phone and network port and department

( March 2007 – present)

-

Technology Relocation Support Consultant 2/1/2005 5/15/2006

Pro4ia – New York

- Relocation support Team Leader

- Assigned small project manager role and help the company plan and implement successful technology relocations

that transition personnel and technology from one location to another.

- Relocation procedures, schedules, charts, and IT relocation checklist.

- Data center patching/cabling and executive office hardware configurations (Desktops, Workstations, Laptops,

Printers, and Phones).

- Dedicated technical cut-over assists in the actual move ensuring implementation follows the plan.

- Test IT equipment thoroughly at new locations

- Document, including design, project plans ( MS Project and MS Visio)

- On site 24/7 technical support after move completion at American Express Company Corporate Office and

Headquarters at World Financial Center, Relocation Support at E*Trade Financial New Jersey, Bank of America

Tower.

System Administrator 3/1/2003 12/15/2005

Union Settlement Association – New York

- Monitoring 16 site locations and around 500+ personnel, MS Exchange 2003 migration and configuration

assistance.

- Operating system Windows XP and Windows 2000 support, hardware upgrade and hardware/peripheral

troubleshoot.

- Active directory, account creation and policies – Administer user’s rights. Network ( DNS, DHCP.VLAN)

- Monitor, diagnose, repair and run preventative maintenance on various PCs.

- Technology Infrastructure, Cisco routers configuration, switches and mail server installation at data center.

- Data backup and data recovery process, Norton Ghost

- Handle disposals of all computer equipment that has become obsolete or unusable.

- Responsible for installation and maintenance of UPS including batteries, agents, ATS, Network switches within the

LAN/WAN.

- Documentation, planning and scheduling using technology ticket systems – Remedy.

- Identifies, research and resolve technical problems in an efficient matter.

- Configure and manage VOIP Cisco Phones using Cisco Call Manager Admin

- Installing SGI Server Rack, routers, hubs and patch panel

- Apple support for Executive Board.

EDUCATION

National University of Engineering (www.uni.edu.ni)

- BS Electronics and Communications Engineering

1995 -2000

- Project Management (PMI)

2001

relative courses

- Bloomberg Technical Training Certifications

2009

BTTC: Software, Navigation and Launchpad Support

BTTC: Network and API Overview

BTTC: Bloomberg Anywhere with Blackberry

-

- A + Certification

2000

- Circuits and Electronics

1999

SKILLS

- Operating Systems: Microsoft Windows 7, Windows XP and Windows 200o Professional, Apple OS, Server 2003

and 2003

- Hardware: Dell, HP, IBM Desktops, Workstations, Laptops, Remote devices Amulet Hotkey D2 and C2, IBM Blade

Systems, Teradici boxes, IBM LTO tape loader, Video Security Server, BT Turrets, Multiple screen configurations

(HP, NVidia, Matrox), Apple Desktops, laptops, IPad, Iphone, Androit, Blackberry.

- Software and tools: Blackberry Enterprise Server, Citrix client, Ms Exchange, Active Directory Services,

AutoCAD, Altiris, Networking, MS Office Suite, Ms Visio Pro, MS Project, Facetime, Exchange 2007, Symantec

Enpoint Protection, VPN, Remote Desktop, Teamviewer, WebEx, Logmein, PC Anywhere, AIM,CME Pivot, Nice

Logger, Symantec Backup Exec

- Market Data and Trading: Bloomberg, Thomson Reuters, EBS, SunGuard, ICE, ICAP in house Apps(Brokertec,

BMK, ETC, Datatec), Trading Technology

- Web Design (HTML coding, Dreamweaver, Adobe Photoshop, Adobe Writer)

- IT Infrastructure, Networking, Routers, Switches, Backup Servers, patching and cabling.

Contact this candidate