William Carroll

**** ********* ***, *****, ** ***69

917-***-****

E-Mail: abmprt@r.postjobfree.com

OBJECTIVE:

EDUCATION: AMS

Electronics Technology

CERTIFICATION: A+ Network + Blackberry Certification

EXPERIENCE:

United Nations

09/09-

Technical Focal Point for RFS Services

. Provide coordination of Departments (NOC, SEG, NOS, VIG) delivering

Virtualized Deployments of Data Base and Production Servers within the

UN Campus.

. Aid in the Collection, Creation, Interpretation and Dissemination of

ITIL based performance metrics reports.

. Provide Blackberry Administration Services and Support. Adding,

deleting, modifying employee accounts in Blackberry Enterprise Server.

Troubleshooting device synchronization issues.

. Adding, deleting, modifying user accounts in MS Active Directory.

. Phone and Desktop Support of MS Office2003 applications, including

Word, Excel, Outlook 2003, Lotus Notes 8.5, Power Point, Internet

Explorer and Windows XP.

06/09- 09/09 Group One Trading

Summer Replacement Systems Engineer

. Daily support of Equity Market Traders

. Providing support to local or virtualized desktops used to connect to

remote sessions of trading applications such as: AQTOR, ACTIV and Plan

B thru LINUX virtualized desktops.

. DNS, DHCP and Active Directory support of daily operations.

Build/Retire local and remote Server/Blade equipment.

. HP BL460G6-5 Blade Configuration and Setup and Deployment

. VM Ware 3.5 Support and Provisioning

. Onsite support of Trader Operations.

. CISCO Call Manager Support. Setup and troubleshooting of Cisco IP

Phones.

03/09 - IBM Corporation

Onsite Helpdesk Representative

. "As Needed" Onsite Helpdesk Support to different Client locations.

. Phone and Desktop Support of MS Office2003 applications, including

Word, Excel, Outlook 2003, Lotus Notes 8.5, Power Point, Internet

Explorer and Windows XP.

. Onsite Support of Doc's Open and Interwoven DeskSite DMS systems as

necessary at selected client locations.

. Remote and Local Support of Enterprise Laptops

. Blackberry Device Configuration, Client Support, Data Backups/

Transfers, Software Updates, Desktop Manager

. Desktop Hardware support of Printers, Laptops and associated hardware.

. Setup and troubleshooting of Cisco IP Phones.

05/06 - 01/09 Credit Suisse

IBD Helpdesk Support Level

II/III

. Phone and Desktop Support of MS Office2003 applications, including

Word, Excel, Outlook 2003, Power Point, Internet Explorer and Windows

XP.

. HP BL460G6-5 Blade Configuration and Setup and Deployment

. VM Ware 3.5 Support and Provisioning

. Proficient in call management software such as Remedy and Peregrine

Falcon.

. Support of Adobe Reader and Professional Suite, Bloomberg Anywhere,

Docs Open, Factset, Capital IQ and Abacus.

. Doc's Open Administration duties, Global Library Search, Group and

Individual Rights and Permissions Assignment, Document Version

Recovery and Library Migrations and Backup.

. Use of Windows Remote Desktop, Carbon Copy and VM Ware ESX.

. Remote and Local Support of Enterprise Laptops, Safeboot

encryption/decryption, File Backups/Transfers, Updates, Network builds

and Application testing.

. Blackberry Device Configuration, Client Support, Data Backups/

Transfers, Software Updates, Desktop Manager and Web Based Blackberry

Enterprise Server Tool.

. Windows Active Directory administration duties, setting up and

maintaining User accounts, Permissions, Groups and Share creation

and mailboxes

. Remote Support of VM Ware VMPS Templates.

. Phone support of mobile users with Broadband and Wireless connectivity

issues.

. Various software clients, including Citrix Presentation, Remote

Desktop, Carbon Copy and Cisco VPN.

. Phone support of mobile users with Broadband and Wireless connectivity

issues.

. Producing weekly reports from the Credit Suisse Physical Asset

Inventory System. Verifying Database integrity.

. Internet, Intranet and Browser connectivity support.

03/03 - 05/06 Key Systems

Break-Fix Service/Account Manager

Deutsche Bank

Goldman Sachs

Lehman Brothers

. Met regularly with the clients to review SLA Compliance and Metrics.

. Generated RFP Response Proposals and Service Plans.

. Prepared monthly and quarterly services billing for three accounts.

. Prepared monthly and bi-monthly SLA reports for each site to insure

compliance

. Met regularly with on-site managers to review metrics, and parts usage

trends.

. Contracted for Equipment, Software and Services on behalf of Clients.

. Coordinated on-going equipment refurbishment and specialty builds.

. Created, Staffed and Managed Department Specific Help Desk Service

Delivery Projects.

. Aid in the Collection, Creation, Interpretation and Dissemination of

ITIL based performance metrics reports.

Key Systems Projects

. Goldman Sachs: Managed personnel and processes for after- hours

remediation of potentially defective Dell hard drives and system

boards in the GX270's deployed at Goldman Sachs. Over 1500 units

repaired.

. Deutsche Bank: Co-managed personnel, processes and data gathering for

multiple XP deployments throughout the Deutsche Bank environment. Over

4000 successfully deployed.

09/00 - 03/03 Siemens Business Systems

Break-Fix/ Helpdesk Service Manager

Morgan Stanley

. Responsible for coordination desktop service delivery to Morgan

Stanley's sites

in Manhattan and Brooklyn.

. Directly supervised a staff of nine delivering desktop services to a

client population of nine thousand.

. Coordinated and preformed server repair and maintenance at the

direction of Morgan Stanley personnel.

. Monitored the training and certification status of all technicians to

maximize warranty reimbursement.

. Initiated flexible support model to provide uninterrupted desktop

service to meet

SLA Compliance

. Monitored procurement and asset activities so that timely spare parts

would be available should an existing or new piece of equipment fail.

. Triaged then, if necessary, initiated remote service thru a national

service dispatch and monitored results.

. Maintained personal proficiency and certification on all equipment on-

site.

07/95 - 09/00 DecisionOne Corporation

Break-Fix/Helpdesk Service Manager

Morgan Stanley

Alliance Capitol

Bank of Tokyo

. Responsible for coordination of desktop and server service delivery to

Morgan Stanley's sites in Manhattan and Brooklyn, Bank of Tokyo's

sites in Manhattan and Jersey City and Alliance Capitol's sites in

Manhattan and Parsippany.

. Directly supervised a staff of twenty nine delivering desktop and

server repair services to a client population of twenty thousand.

. Monitored the training and certification status of all technicians to

maximize warranty reimbursement.

. Initiated flexible support model to provide uninterrupted desktop

service to meet

SLA Compliance at all accounts.

. Monitored procurement and asset activities so that timely spare parts

would be available should an existing or new piece of equipment fail.

. Triaged then, if necessary, initiated remote service thru a national

service dispatch and monitored results.

. Maintained personal proficiency and certification on all equipment on-

site.

. At client request, initiated overnight/weekend helpdesk services to

supplement Morgan Stanley helpdesk personnel.

07/91 - 07/95 TRW / VANSTAR

Trade Floor Senior Customer Service Engineer

Merrill Lynch

. Preformed department specific duties that included preventative

maintenance, hardware/software upgrades and repair of desktop, laptop

and printers installed in the FX trading environment.

. Desk side support of MS applications and Bloomberg Terminals.

COMPUTER SKILLS:

. Certification by Dell, HP, IBM on desktops, laptops and some servers

. Expert knowledge of PC and server hardware, repair and upgrades.

. Understanding of TCP/IP protocol stack including IP addressing and

subnetting

. Server/Desktop patch and service pack application.

. Domain management of user accounts and profiles, system and auditing

policies.

. Operating system deployments using Remote Installations Services (RIS)

. Windows upgrade installations utilizing User State Migration Tools and

File and Settings Transfer

. End-user support of MS Office 2003 Applications including Outlook 2003

administration.

. Trading Floor Support Experience.

. On the job experience or exposure to: Active Directory, Group Policy,

Scripting, and Packaging.

. Experience supporting applications such as: Bloomberg, Thompson, Reuters,

ILX, MS Office suite 2003, Lotus Notes, Blackberry's, .NET applications,

Java and various in-house applications.

. A fundamental understanding of virtual environments, utilizing such tools

as VMware & Virtual PC.

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