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Customer Service Desktop Support

Union, NJ
March 06, 2018

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*** ***** **** – Union, NJ *****

(**7) 903 - 3848 –

Senior Information Technology professional with 17 years of experience in results-driven technology-based solutions, IT security, business risk management, project management and people leadership.


UBS AG 1/2012–5/2017


IT Security

o Managed Security Risk & Compliance assessment of IT-assets which included:

Leading global counterparts to update workstations, laptops, and virtual PCs on legacy operating systems via (SCCM) System Center Configuration Manager reporting.

Maintaining Identity Management of accounts using Active Directory to restrict Local Administrator access.

Provisioning RSA/VPN token inventory & subsequent user Citrix connection training.

Monitoring security logs on PCs for anomalous events; remediated issues and reported faulty security updates or concerns to the Security Operations Center Team.

Ensuring regulatory compliance for sensitive electronic data in transit via storage on encrypted media to prevent data leakage.


o Evaluated security controls, their effect on target clients, and determined risk factors for newly requested applications with vendors/developers. o Assessed Change Management requests for impact to network and client systems. o Analyzed data from ticket metrics to determine/maintain/enhance Service Level Agreements and respond appropriately to business needs via CustomerQ, Remedy, and Service Now. o Managed a team to remediate incidents/requests for a yearly ticket vol. of approx. 25,000.

Operations and People Management

o Managed training for bank users on security protocols, intrusion and data leakage prevention. o Supervised 10 Desktop Support FTEs & 5 contract vendors onsite to provide network, mobile device support and maintenance in accordance with Service Level Agreements and security policies.

Vendors supported: Hardware, Shipping/Receiving, Workstation Renewal and Decom o Supported multiple platforms (Investment Banking, Wealth Management-Americas and Private Bank) for approximately 5,000+ users responsible for over 1 billion dollars in revenue.

o Managed day-to-day desktop operations and escalations supporting users in the Corporate & Trading environments and smaller South American campuses. o Led multiple power downs (which included upwards of 5,000 devices) as well as Isolation

(Disaster Recovery) tests at the Park Avenue location. o Communicated emerging trends and status of the Americas region on global calls to maintain organizational alignment and compliance.

UBS AG 10/2000–12/2011


Executive Services

o Developed strong interpersonal skills and technical expertise as the Executive Services’ Primary Support for Board of Directors and Global Executive Board members. o Oversaw all escalations and handled with “white-glove” approach. Page 2 of 2

Manhattan Steam Pipe Explosion - Midtown NYC

o Led the team in rollout of over 100 PCs overnight for displaced 101 Park Ave UBS personnel with minimal downtime and impact to business.

o Partnered with Corporate Real Estate to set up and secure office space, acquire network/telephony connectivity and desks.

Northeast Blackout of 2003

o Provided support during the blackout by gracefully powering down systems/devices still running on battery backup.

o Tested operational stability once power was restored.

Migration Support

o Supported Windows NT to Windows XP, and then to Windows 7 migrations, which included configuring profiles and data, repairing installs and ensuring users acclimated to the new desktop environment.

o Configured Market Data applications (i.e., FactSet, Bloomberg and Thompson Reuters Eikon).

Technical Support

o Provided 2nd level support and timely resolution to both our Corporate and Trading floor customers, which included troubleshooting of PC, laptop and mobile device issues. o Collaborated with internal server, networks, and firewall teams to resolve higher-level problems and outages in a timely manner.

o Conducted power downs and isolation tests for business continuity testing and presented post-mortem results to management.

UBS AG/RHI Consulting/Perot Systems 12/1999–9/2000 HELPDESK TECHNICIAN – CALL MANAGER Stamford, CT

Technical and Service Support

o Provided 1st and 2nd level support for over 8,000 employees in a multi-platform corporate and trading organization on the Windows NT platform.

o Responsible for high productivity measured through the Aspect phone system ensuring immediate resolution of 80% of incoming calls, meeting established metrics. o Documented and resolved all open tickets to conclusion and mediated with various functional teams to establish/reset user accounts, order software and request IT equipment. CERTIFICATIONS AND ACHIEVEMENTS

A+ Certification

Security+ Certification in progress

Microsoft Certified Professional

UBS-Bloomberg Certification

Recipient of “Outstanding Achievement Award” delivered by the Perot Systems CEO for post 9/11 UBS emergency support

Community Emergency Response Training, (CERT) Certification awarded by Mayor Michael Bloomberg


University of Phoenix 9/2017

Newark, NJ

Bachelor of Science in Information Technology

Advanced Information Systems Security Certificate

Key Courses

o Information Systems Risk Management, (including NIST & ISO 27002 standards) o Cyber Security

o Enterprise Security Planning

o Disaster Recovery Planning

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