Customer Service Support

CHARLES BROWN

** ******** ***., **********, ** **516 . 516-***-**** .

*******.*******@*****.***

QUALIFICATIONS

. Trading floor support for fixed income and equity divisions as well as

senior executives.

. Team leadership on new project initiatives.

. Excellent communication skills and customer service skills.

PROFESSIONAL EXPERIENCE

BNP Paribas Jersey City, NJ 9/09 -

present

IT consultant

. Responsible for support, deployment of hardware, and integration of

Fortis Bank into BNP Paribas' Jersey City office.

. Provided desktop and hardware break/fix support for BNP users.

. Project lead for the infrastructure setup, configuration, and rollout

of Numara NAMP asset management software to the bank.

. Provided support for restack project at BNP's disaster recovery site.

. Responsible for the deployment and troubleshooting of telecom, PC

hardware, and Windows XP.

The Ladders.com, New York, NY 2/09

- 4/09

Technical Support Specialist - Executive Office Support

. Provided application (including MS Office and Outlook) and hardware

support for approximately 300 users.

. Lead support agent responsible for supporting executive office staff

and their assistants.

. Responsible for troubleshooting network connectivity and TCP/IP issues

for PCs and laptops.

. Managed user and group accounts and share permissioning in AD and

Exchange mailboxes.

. Provided AV support for conferences and offsite meetings.

. Supported remote users connecting through VPN and configured laptops

for their use.

. Configured blackberries, including administering accounts on the BES

server.

. Installed and configured telecom using Toshiba Strata software and

Toshiba telephone hardware.

. Responsible for purchasing hardware and software and maintaining

vendor relationships with Dell, CDW, PCConnection, Paetec, and CBS

Whitcom.

. Provided after-hours and weekend support as part of an on-call

rotation.

. Used Track-IT to classify, assign, and respond to user calls.

. Worked with operations, BI, database, and other technology teams to

resolve user issues.

Goldman Sachs, New York, NY

Senior Technical Analyst - Trading Floor Support 3/2004-

11/2008

. Provided trading floor deskside support on Windows XP workstations for

the Equities and Fixed Income divisions.

. Installed and supported Bloomberg terminals on the Fixed Income

trading floor.

. Supported and rolled out new version of Reuters to Fixed Income

traders.

. Served as Level II support for traders, including support of CQG,

Espeed, Reuters, and other trading applications.

. Worked with developers to troubleshoot and support proprietary trading

applications used by Fixed Income and Equities traders.

. Built and installed Windows XP workstations using Ghost and Altiris

and rolled out software to trading floor clients.

. Installed and provided second level application support for MS Office,

Outlook, and other proprietary software.

. Resolved blackberry synchronization and connectivity problems.

. Configured and installed Citrix clients and VMware thin client

workstations.

. Managed new user accounts, network shares and permissioning, print

queues, e-mail accounts and distribution lists.

. Performed network connectivity TCP/IP troubleshooting.

. Developed and managed the user support group Sharepoint site.

. Worked with developers, network teams, and other administrators to

resolve user support issues tracked through Remedy.

PROJECTS AND ACHIEVEMENTS

. Served as the user support team lead in an Active Directory

architecture redesign project which involved migrating users from

multiple AD domains into one central domain. This project involved

moving user profiles, groups, verifying logon scripts and application

security settings, and coordinating support for the end users to

ensure a seamless transition.

. Designed the technology support team Sharepoint site, including

developing webparts and building databases that included application

support contacts, troubleshooting documents, a team calendar, and

weekly reports on projects.

. Interviewed candidates as part of the hiring process for our team.

. Represented the user support team on the review board assigned with

reviewing approving of new project proposals and changes.

. Wrote custom scripts that could be used in GoverLan to enhance

management of PCs and deploy fixes.

. Consistently ranked among support agents with the highest number of

calls closed as measured through Remedy.

Ajilon Consulting on site at Goldman Sachs, New York, NY

Deskside Support 1999-2004

. Provided desktop support for the human resources, legal, and

accounting departments on Windows NT and XP Workstations.

. Supported and configured MS Office and back office applications, e.g

Rumba, Business Objects, Peoplesoft,

. Resolved all second and third level support calls escalated by

helpdesk for application support, OS BSOD and troubleshooting, and

printer problems.

. Built and deployed new workstations and supported new application

rollouts.

Infinity Consulting on site at St. Luke's - Roosevelt Hospital, New York,

NY

Y2K Support and Remediation 1999

. Surveyed PCs and applications deployed in the hospital system to

ensure Y2K readiness.

. Replaced legacy PCs and upgraded software to meet Y2K compatibility

requirements.

TECHNICAL SKILLS SUMMARY

Windows XP Windows MS Citrix and Blackberry Reuters

2003 Office VMWARE

Bloomberg UNIX TCP/IP PC/laptop Sharepoint Exchange

hardware

Active Avaya and Remedy TrackIT SMS Marimba

Directory Toshiba

telecom

EDUCATION AND CERTIFICATIONS

Cisco CCNA MCSE - Windows NT 4.0

CNE Novell IntraNetware 4.11 CNE Novell 5.0

Yeshiva University

MS Azrieli Graduate School

B.A. Yeshiva College

Belkin Scholarship winner Gruss Life Monument scholarship winner

New York State Regents scholarship MYP award.

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