Application Support, Help Desk, Customer Service, and Management.
Resume:
ELLIOT TRICOCH
Scotch Plains, New Jersey *****
******.********@****.***
SUMMARY
Sixteen years of in depth knowledge troubleshooting, analyzing and
implementing resolutions to systems related problems with applications.
Managed security access, deployed and installed PC's with Windows XP and
Windows 7, supported user access while providing comprehensive
infrastructure on-site and remote support. Facilitated multiple projects
and trained team members on multi-functional applications. Developed Help
Desk procedures and protocols to coordinate the support of prestigious
executive offices.
CORE COMPETENCIES & TECHNICAL SKILLS
Skills: Infrastructure Application Support ( Security Access Management (
Project Management ( Relationship Management ( Research & Analysis (
Training
Operating System: Windows (XP, Vista, 7) ( UNIX-IBM ( AIX/SUN Solaris
Applications: RSA SecurID Access Manager ( Cisco Systems VPN Client ( CCI
News Desk ( Adobe Photoshop 7.0 ( SAP ( MS Office Suite ( MS Active
Directory ( HP Openview Service Desk ( Attachmate Extra ( Futuresoft
Dynacomm
PROFESSIONAL EXPERIENCE
Robert Half Technologies International -- Coldwell Banker Real Estate Group
(Short Term Contract)
July 2013 - Present
Madison, N.J.
White Glove Help Desk Analyst
Developed and implemented support protocols and procedures for a White
Glove Help Desk for the U.S. Chairman Circle Executive Broker and Agent
offices. Researched listing data and image issues related to the processing
of real estate property listings, their images and video on to the Coldwell
Banker platforms while augmenting the efforts of the existing Help Desk.
. Assembled and engaged in ownership of user support for resolutions to
incidents related to the
operation and requirements of the interactive services of the Coldwell
Banker brand products.
. Investigated issues where residential listings and or images were
incorrect and or not appearing
on specified web site database servers.
. Proactively engaged with the managers, brokers, sales agents and IT staff
providing them with
on-going communications as issues were researched and resolved.
The Computer Merchant - CSC - Educational Testing Service (Short
term contract)
May 2013 - June 2013
Cincinnati, OH.
PC Support Technician
. Onsite tech support for the laptops which track access for the Serial
Number Tracking Application
for over 700,000 Advanced Placement Reading College Board exams.
Diagnosed and resolved
technical issues while providing comprehensive infrastructure support.
Tested and verified VPN
logins, network bandwidth, and user access logins. Assisted the onsite
technology vendors.
Reported activity status in daily issue and equipment logs.
Sygnetics Inc. -- United States Department of Veterans Affairs
(Extended contract)
(December 2011 -- Present)
East Orange, Lyons, N.J., New York, Bronx, Brooklyn, NY
Deployment (Lead) Technician
Pre-building of Windows XP, and Windows 7 systems and executing
deployments. Coordinated the installation of the destination and the
removals of legacy PC's within a large enterprise environment at multiple
sites. Managed onsite technician and as the Lead assigned to interact with
users to meet workload requirements.
. Supported activities to include preparation and task identification for
deploying Microsoft Windows
XP,
Windows 7 software deliveries to the field as well as managing risks and
schedules for
installations.
. Documented, and assessed PC imaging and installs.
. Performed QA readiness based on client configuration specifications.
The New York Times
(May 1997 - December 2009)
New York, N.Y.
Security Analyst
. Provided a full range of 2nd Level and 3rd Level Security Administration
Services support for 5,000 + local internal, domestic and international
remote users during their time-critical deadlines. Prepared monthly reports
for user status and availability. Trained application support staff and
users on security application procedures, and protocols. Led the
consolidation of corporate-wide SecurID accounts onto the New York
Headquarters servers. Modified and implemented security and control
standard operating procedures. Improved by 20% a time reduction in the
administration of security access ID's.
Systems Analyst
. Diagnosed, analyzed, and resolved a full range of 2nd Level proprietary
application and server support for 3,500 + users during their time -
critical deadlines. Assisted with the daily operation of the Development,
Testing, and Production environments. Coordinated and facilitated
application support along with Management and Administrators. Expedited
problem solving, and saved substantial costs of man-hours, redesigning
Application Services web pages on a intranet web server for internal
support staff use.
Systems Support Coordinator
. Monitored 3,500 users while providing 1st Level and 2nd Level onsite and
remote support for the proprietary production applications and servers in a
on-call support environment. Added value and speed to problem resolution,
and minimized need to contact system administrators for local issues with
Windows and Macintosh desktop design and publishing applications.
Supervised the training of ten coordinators on user access and server
support of the Merlin digital imaging database to ensure coverage by more
than one knowledgeable person.
AWARDS
The New York Times
CIO Award of Excellence for Service Merit
EDUCATION
New York University
Associate in Arts Degree, Liberal Arts 2011
CERTIFICATIONS
Dell Inc.
Dell Certified Systems Expert (DSCE) DMS (NON_DSP) Client Softskills
Dell Certified Systems Expert (DSCE) Managed Deployment Tech Lead
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