Sign in

Office Customer Service

Newburgh, New York, United States
August 11, 2019

Contact this candidate


Keasha Rivera-Jackson

*** ***** ******** ******, ******** New York 12550

Mobile: 845-***-**** -


Skilled IT Analysis for finding solutions quickly and exceeding customer expectations. Dedicated to providing the best possible support for internal and external stakeholders through clear communication and technical knowledge. Seeking to bring 15+ years of experience resolving complex software and hardware issues to a fast-paced tech environment. Excellent written and verbal skills.


Exceptional telephone etiquette Troubleshooting proficiency

Patient and diligent Vast technical knowledge

Self-Starter Telecommunication

Excellent Time Management Microsoft Office expert


2014 Best of Class Award, one of Client Technology Solution's highest forms of recognition. The Best of Class program celebrates the best of the best those colleagues who demonstrate the spirit of dedication and ingenuity.


IT Analysis

October 2005 to February 2019

The Bank of New York Mellon – New York, NY

Provide front line and second line support for the Trading Floor and back office which include 1000+ workstations 100+ servers and 600+ users (Foreign exchange, Capital Markets, Derivatives, Equities, Fixed Income, Pershing and Fed Desk) including their middle and back office counterparts.

Quickly and efficiently identify, troubleshoot and resolve critical, production impacting, trading applications.

Analytical problem solver with strong exposure to Windows 7/10, networking, Active Directory, SCCM, Altiris, Microsoft Office, including application dependent add-ins.

Submit access requests via SAM system for end users for access to shared drives, account creations, including follow up for such requests to ensure approvals and implementation are done as quickly as possible.

Submit service order requests for end users via IT Service portal to order BYOD services, peripherals, move requests, miscellaneous tasks

Assist end users with BYOD. Configuring personal device to receive corporate email.

Set up remote access capability including configuring RSA accounts on personal/corporate device and testing connection with external laptop to ensure they are able to RDP.

Manage and deliver project assignments within the established timelines.

Managed Inventory of hardware systems and services supplies.

Involved extensively with the Trading Floor relocation project.

Part of a total of 6 members who supported our business continuity site and our business partners during and after Hurricane Sandy.

After proper troubleshooting quickly escalate issues to relevant teams, working with them and end user for a resolution.

Flexible with work schedule, job duties and work locations which require working outside of normal working hours.

Analyze and evaluate incident trends and make recommendations to team lead to reduce incident rate. Proactively look for ways to improve user support.

Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

Developed documentation for common processes for both support staff and end-users.

Manage user accounts, keep track of changes and perform onboarding procedures.

Imaging of thin clients, hard drives with most updated corporate image.

Technical Analysis Consultant

October 1999 to October 2005

The Bank of New York Mellon

Citywide Technology, New York, NY - NY City, NY

Provided thorough support and problem resolution for customers.

Managed IT setup and service requests for Global Markets Trading Floor.

Assessed customer bug and enhancement requests and prioritized development.

Developed and maintained technical expertise of the Trading Floor Platform.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Work with the developers in documenting their workload so we are familiar and better able support the systems in a timely matter.

Researched, documented and escalated cases to higher levels of support according to internal procedures

IT Technician

January 1999 to October 1999

Management Information Systems, The Department of Building - NY City, NY

Administer, deploy and install computers, monitors, and software and network printers.

Maintain and repair computers and printers for various departments within the five boroughs.

Issued resolution status report.

Manage and troubleshoot Windows 95, 98, NT, Novell Client 32, Novell Group Wise and MS Office, IBM and mainframe.

Track and manage task through to completion.

Assisted in process refinement to improve customer service and support.


Bachelor of Business Administration: Computer Information Systems

Baruch College, CUNY - New York, NY


Excellent written and verbal communication skills; interpersonal skills; ability to multitask; pay close attention to detail; Critical thinker with the ability to solve problems independently and as part of a team. Skilled in the following: VDS, Goverlan, Surface tablets, Outlook, Lotus Notes, SharePoint, Leostream, Altiris Agent, Java, Remedy Incident ticketing system, SQL, Priority Call Handling, Bloomberg, Project Management, Leadership, Windows 7/10, Thomson Reuters, Aladdin, IPC Telecommunication, Visio, Citrix, Mac, Office 365, Excel add-ins, FXAll, Exeed, Hummingbird, User profiles, Active Directory, RDP, RSA, Blades

Contact this candidate