Support Desktop

Lindel Brown ********@*****.*** 718-***-****

SUMMARY

Over 20 years of extensive Phone and Desktop Support experience in IT providing technology Assistance Primarily in Financial institutions and most recently in Manufacturing, Legal, Broadcast & Advertising fields

Able to identify and resolve system-wide issues on performance, market data servers and data delivery networks (LAN/WAN) Experience with internal/client Applications and System support

Utilize diverse monitoring tools to examine system, application, network & security behavior and performance

Proficiency with Microsoft Exchange, Office, Office365, Server & Workstation operations

Demonstrated ability to efficiently organize and work well under pressure with an attention to detail

Developed technical documentation, user manuals and software courses; provided training to end-users

Experienced with multiple call tracking software including Remedy, ServiceNow, Zendesk

Experienced with Citrix VM, SQL & Oracle Databases. Moves & Changes

Performed Windows 7 – 10 Migration including Software testing, image creation and deployment

TECHNICAL SKILLS

OS: All Windows Servers and Workstations, Windows XP Pro, 7, 10 MSDOS, UNIX/Linux Mac OS

Network: LAN, WAN, VPN, Cisco routers/switches, Silk Road Suite,

Databases: MS SQL, Oracle, MYSQL, SKYPE For Business

Protocols: TCP/IP, HTTP/S, SSL, DNS, DHCP, SCCM, VOIP

Tools: Cisco AnyConnect, Citrix Server, Lotus Notes, MS Office, Exchange, Active Directory, Reuters +, Thompson Reuters 3000 and Net Framework iOS, Blackberry and Android

Selected Employment Experience

Application Support Specialist - McCann Worldgroup – New York N.Y. October 02, 2017 – Present

Responsible for resolving multiple HR related applications issues

Granting access to applications and rights to applications

Troubleshooting & resolving various user related Access issues

Sr. Desktop Support Technician – Mizuho Corporate Bank LTD, New York NY Nov 2016 – July 2017

Responsible for over 700 users in all aspects of Level I and II Technical Support

Assists Users with Application Pushes, via Ghost Solution Console

Installation of Desktop PC’s Printers, WYSE Terminals and Configuration of Laptops

Troubleshoot and repair of Inhouse and commercial applications

Responsible for Windows 10 migration tasks Including software testing and deployment

Sr. Desktop Technician - Univision Inc. New York NY Oct 2015 – Oct 2016

Levels I & II Application & Network Support for of over 500 Users

Installation and Support of PC’s Laptops, Zero Client Printers, Scanners and Desk & Cell phones

On demand and first class support of VIPS

Support of MACS, Surface. Configuration of Cisco Video conferencing systems

Application Support Analyst – Shearman & Sterling LLC New York NY January 2014 - May 2015

Extensive Application and network support for Lawyers and support staff covering all applications and systems

Primary contact for all system issues.

Maintained 90% + first level resolution on all applications and network connectivity issues.

Applications include full first level support MS Windows files and services, AD User password and application control, Manage Documentary Systems and Servers, Blackberry Servers MAAS360, iDevices MS Outlook & Exchange Server

Displayed necessary high level of time management and required attention to detail and accurracy

Business System Support Analyst – PepsiCo Inc. Somers NY - January 2013 – August 2013

Provide advanced level client support for the enterprise business units by interpreting & responding to user needs for various applications via Hotline and Email

Perform various Database queries for problem solving and reports

Job function includes writing and reviewing functional specifications for system changes and enhancement

PDA setup & Support

Grant and Modify application system access via various tools including MS Active Directory

Application Support Analyst – Bank of America Corp Buffalo, New York August 2011 – Sept 2012

Configuration and Maintenance of Countrywide Originated Applications & Services

Assist users with procedures on numerous Mortgage Processing Mainframe and Web Applications Troubleshooting various system/application issue

Help Desk Analyst, Citigroup Inc. Warren, NJ June 2004 – June 2009

Provided support of System and applications MS Windows environment

Phone Support of various Market Data & Communications software (Reuters and Bloomberg)

Lead support analyst and primary contact for Reuters system; Order entry assistance for brokers

Remote Support of various applications (MS Office Applications, Reuters and Bloomberg Applications, and in-house Applications)

Network support for Citigroup’s Proprietary Nextgen System

Provided training and development for internal employees and consultants on Nextgen System and how it interacts with other Applications

EDUCATION / TRANING

International Banking Certificate, American Institute of Banking, NYC

Associates in Business Management, Woolwich Polytechnic, London, England

MCSE Training, Tristone Technology Center, NYC

Series 8 Trained

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