Quality Assurance Support

HOLLY A TRIPIDO

*** ****** ***** * Oradell, NJ **649 * Phone 201-***-**** * Cell 201-***-****

HELP DESK SUPPORT * DESKTOP SUPPORT * PROCUREMENT SPECIALIST

Professional Profile

Highly motivated and focused IT professional with 25+ years of experience, and a commitment to delivering exceptional

service

• Prioritized and dispatched production problems to technicians, and follow up for quality assurance

• Analyzed production support statistics and produced monthly metrics/ performance reports on 10 support

teams for management

• Tracked and maintained computer hardware assets and ordering and equipment disposal information for

auditing purposes for all organizations

Technical Proficiencies

Platforms

• Symantec Norton Anti-Virus, Altiris, Lotus Notes, Cisco VPN Client, Windows XP/7, Outlook 2003/2010, MS-

DOS, Office 2003/2010, BMC Remedy, HP Web JetAdmin 6.2, MS Active Directory Services, Symantec PC

Anywhere 10, Dameware

Business Areas: Help Desk, Comm Center, Shareholder Services, Publishing Systems, Trading Systems.

Bank of New York Mellon / Mellon Financial Corp / Buck Consultants

Survived multiple acquisitions / mergers over 17 years

Desktop and Procurement Specialist Jersey City, Nj 2008-6/2013

• Procured computer hardware and software equipment or 1500+ internal end users

• Procured and maintained inventory of break/fix hardware for 22 desktop support teams

• Build and repaired workstations for 2 desktop support teams

• Assisted primary server team with ordering, installing or repairing 75+ servers

• Maintained and supported 9 IDF closets (30 patch panels / 12 switches)

• Managed planned / unplanned projects (Asset Refresh, Refresh Surveys, domain migrations)Secured MFDs, PC/BB

retrievals and BCP/DR tests), initiatives and challenges that were presented throughout the year for 1500+ end

users.Installed over 100 applications for end users using AltirisMaintained and supported 75+ servers in Data Center

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• Maintained and supported 75+ servers in Data Center

• Troubleshooted network connectivity and software loads remotely for 1500+ remote users

• Provided tech support up o and including 1500+ desktops/laptops and other variuos devices

Help Desk Support Specialist / Data Analyst Ridgefield Park, NJ 2000-2008

• Provided second-level phone support for internal end users on 50 applications

• Provieded second-level phone support for external sharesholders and clients of web-based portals and shareholder

systems (Stock Transfer System)

• Functioned as central liaison between 2000+ users and 50+ technical teams

• Trained and migrated 4 corporate divisions onto Mellon’s Peregrine ticket tracking system

• Participated in daily meetings to review outages and coordinated upcoming deployments

• Ran monthly summary reports of production support activity and major outages

• Assisted 100+ external clients with setup of Citrix remote access software

• Developed follow-up procedures for end user support issues and monitored support groups’adherence to the process

Help Desk Support Specialst Secaucus, NJ 1995-2000

• Provided first-level phone support for all software and hardware issues, and function as central liaison between 2000+

end users and 5 technical support teams.

• Maintained ticket-tracking system including triage documentation, setup and training of new support groups, and

ongoing statistical monitoring for 5 support teams

• Assisted 2000+ end users with setup and support of Citrix and VPN remote access software

• Developed escalation and follow-up procedures for minor production support issues as well as major system outages

• Designed monthly summary reports of support activity for 10 support teams

• Setup internal ArcServe environment to provide adhoc file restores

• Coordinated with business units for installations, upgrades, and testing for 2000+ end users.

• Supported and tested internal company software: Integrator, PASS, Mobius, and Filenet systems

• Assisted end users during their annual Disaster Recovery

Reed Travel Group Secaucus, NJ 1993-1995

Murdock MagazinesTravel Division was purchased by Reed Elsevier

Help Desk / PC Technician

• Configured and repair desktop computers, laptops, printers, and other hardware

• Provide general phone support to 2500 end-users across the company

• Reduce the response time from 2 hours to 20 minutes for internal user issues

Murdoch Magazines Secaucus, NJ 1991-1993

Computer Room Supervisor

• Supervised staff of 3 Computer Operators

• Implemented procedures for local backups of critical systems to insure that publication deadlines were met.

• Maintained UPS and Halon systems for computer room

• Supervised the printing of reports and checks for advertisers

• Supervised the tape backup systems

Computer Operator Secaucus, NJ 1987-1993

• Performed tape backups of IBM Mainframe systems, AS400, RIS6000, Tandem 303 Billing Systm, Atex 7000

(Typesetting System), Digital Vax and Aurora Mapping Systems

• Printed reports for Finance and Billing departments

Education

Computer Processing Institute Paramus, NJ 1987

Certificate of Computer Operations

Bergen Community College Paramus. NJ 1985-1986

Completed two semesters toward Associate of Arts

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