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Enterprise Service Desk Analyst System Analyst

Fair Lawn, New Jersey, United States
May 09, 2019

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Mark Cristaldi

Paramus, NJ • 201-***-**** •

Enterprise Network / Applications Administration Leader

20+ years of experience supporting and maintaining enterprise systems on a global scale,

including: Servers, Messaging Systems, Security, Storage and Networking infrastructure,

IP Telephony, Backup and Disaster Recovery, and Virtualization Technology.

Unique Value Proposition:

Consistent track record of success in increasing network performance, maximizing team collaboration, reducing costs, improving customer experience and optimizing employee productivity.

Guiding philosophy goes beyond merely meeting “Service Level Agreements”, and reflects the value of leveraging IT as a key enabler and backbone for an agile, successful and sustainable business.

Client-centric approach to delivering round-the-clock availability, focusing on providing value to end-users to enable them to do business without unnecessary concerns regarding underlying technology.

Pivotal Skills and Strengths:

Remote Global Technical Support

Hardware Software Troubleshooting

Network Administration

User-Friendly Communication

Incident Management Problem Resolution

Customer-First Orientation

Special Project Management

Change Management Ticketing Systems

Cross-Department Collaboration

Technology Refresh Transition

Technical Business Requirements Analysis

Time Priority Management

IT Asset Management

Positive Customer End-User Experiences

Self-Motivated Results-Focused

Professional Experience and Accomplishments

Standard Chartered Bank, Newark, NJ 2017-present

Technical Analyst

Provide quick resolution of application and infrastructure issues across the Americas, involving 100+ physical and virtual servers (VMWare) and hardware, by responding to urgent tickets. Scope of responsibility: lead all aspects of Network Administration, Incident / Change Management, System Capacity and Performance (CPU, RAM, Storage), Disaster Recovery, Risk Management, Strategic Infrastructure Projects and Initiatives.

Key driver in Optimizing Systems Availability, Stability and Performance by:

Engaging and interacting with bank staff across multiple departments to understand specific technical issues, implement appropriate solutions, and assist in planning for systems enhancements and upgrades.

Performing review and analysis of the server infrastructure ecosystem to uncover trends, service gaps, recurring issues and failure points; proposing measures to mitigate, address and eliminate issues.

Serving as a trusted advisor with an incredible customer service mentality, taking end-to-end ownership of all issue escalations, through early problem determination and resolution.

J.P. Morgan Chase, Inc., New York, NY 1994-2016

Senior Service Desk Administrator (2012-2016)

Applications Account Management (2010-2012)

Technical Asset Management (2008-2010)

Remote Support Analyst (1998-2008)

Enterprise Network Administrator (1994-1998)

Progressed through increasingly responsible technical roles; successfully adapted to and demonstrated flexibility during on-going organizational change, as a result of multiple mergers and acquisitions. Highlights: (a.) Provided remote global support to 5,000 users; (b.) Successfully managed an average of 275-300 tickets per month (highest volume within the organization), for 4 consecutive years; (c.) Created unique user accounts for 215+ applications.

Managed LAN / WAN infrastructure, encompassing Windows XP, 2000, 2003, 2007 workstations, Windows Servers 2003, 2008 and 2012 Services Server and Backup, Data Server, Domain Controller and Commvault Server (Tape Backup Server). Ensured comprehensive local LAN equipment and servers support, including creation of ITSM reports for weekly patching of all on-site and remote servers. Applied strong skills in network administration and support, project management, security concepts, and zero downtime mindset to deliver maximum systems uptime and optimal end-user experiences.

J.P. Morgan Chase, Inc. – continued Mark Cristaldi – page 2

Overview of Key Projects and Initiatives (comprehensive details available):

Seamlessly migrated servers from Windows 2000 through 2012, providing security advantages, and enhancing functionality, throughput and SharePoint / Exchange compatibility.

Led and managed technical teams on successful deployment of Internet Explorer 8 to 3,000 desktops/laptops, achieving an unprecedented <2% failure rate.

Utilized DFS (Distributed File System) to configure local Data Server to be accessible across the WAN.

Propelled implementation and troubleshooting of RSA SecurID / Tokenization to protect sensitive data.

Set-up DHCP scopes on services server to provide Data / VoIP telephony for 150 IP phones / workstations.

Acted as lead creator of IE 11 installation package and registry settings to LAN / WAN / GP environment.

Championed and implemented multiple software solutions to maximize efficiency and performance, including:

-iPass Device Management – for deploying updates and installing software on remote user computers;

-Checkpoint Pointsec Media Encryption – for controlling access to removable storage media;

-SCCM (Microsoft System Center Configuration Management) – for maintaining inventory while providing software updates / patches to all the Windows-based computers in the organization.

Key resource entrusted with supporting 200 local and web-based custom applications across the entire infrastructure (including MS Office Suite, other MS applications, and extensive login support for SSO, NAEAST, USAD and RB user accounts).

Executed ECMS and ITSM (IT Change Management) for improved deployment oversight.

Implemented Smart Provisioning (providing centralized administration and security provisioning of Check Point devices) and IPAM (IP address management) to full optimization.

Improved Organizational Agility and Effectiveness:

Performed regular analysis of system, application and network logs to identify issues, troubleshoot, correct, and escalate identified problems as appropriate.

Developed robust documentation and procedures on system and network configurations.

Consistently Demonstrated Impeccable Work Ethic, Personal Integrity and Team Collaboration:

Proactively responded to changing situations, showing flexibility and adaptability in challenging circumstances, and ability to navigate projects within highly compressed timeline and budget guidelines.

Applied advanced communication skills to effectively communicate complex technical information to diverse stakeholders, including non-technical personnel.

Education: Advanced Technology Program, Metropolitan Technical Institute, Saddlebrook, NJ

Microsoft Windows Server 2012 (course)

MS CNE – Microsoft Certified Network Engineer

Novell CNE – Novell Certified Network Engineer

Microsoft Administering Windows Server 2012 (M20411)

Technical: Management: LAN/WAN Operations Management, Strategic/Tactical Planning, Infrastructure, Networks, Security, Storage, Budget Accountability/Expense Control, Staffing/Training/Team LeadershipConfiguration/Release Management, Business Process Reengineering, Quality Control/Assurance, Problem Resolution, Business Continuity/Disaster Recovery, MDM, Infoblox.

Languages/Software: Check Point VPN Clients, Juniper IVE, MS Office 97 through 2010, MS Office 365, Outlook, Exchange 5.5/2000/2007, VERITAS Backup Exec, CommVault Backup, SMS, Microsoft System Center Configuration Manager (SCCM), Symantec System Center (Enterprise Anti-Virus Management), Attachmate Extra! Terminal Emulation, Citrix Xenapp

Operating Systems: All Windows Server and Desktop OS (Win XP/2000/2003/2007,2010), MS Active Directory 2003 & 2008, 2012, 2016 and Novell Netware

Protocols/Hardware: DNS, DHCP, WINS, TCP/IP, UDP, WI-FI, VPN, IBM xSeries Servers, IBM Desktop/Lenovo PC, IBM DLT & LTO Storage Devices, RSA ACE Server & Client Administration, various Remote Communication products

Software Systems: Server and Windows migrations, SCCM, IE 8 deployment to 5000 desktops/laptops, SCCM (System Center Configuration Management), Scripting and Packaging for SCCM, IE 8 and IE 11, Checkpoint Pointsec Media Encryption, iPass Device Management, Juniper Networks SSL VPN, RSA Secure ID/Tokenization, Infoblox

Mark Cristaldi – page 3 of 7

Detailed Scope of Responsibilities:

Standard Chartered Bank:

Daily Role:

Provide quick resolution time for application or infrastructure issues involving the physical and virtual server (VMWare) and hardware in the Americas environment by responding to urgent tickets

Build standard-compliant server infrastructure (Virtual / Physical)

Follow corporate standard deployment process for all projects ensuring that deployed servers meet security requirements

Provide administration support all US Server teams whose applications link to infrastructure components, but not limited to:

-Windows Server 2008 / 2012 /2016

-Print services (Cannon products)

-File and Print Shares

-Active Directory

-EUC applications registered with the bank

-Splunk Server Reporting

-BSA Foglight IT Performance Monitoring Incidents

Incident / Change Management:

Submit, implement, engage and follow up all change requests to remediate any problems with the environment or to support initiatives

Capacity Management:

Proactively address issues of capacity management by monitoring essential KPI’s, and tickets such as CPU, RAM and Storage and providing solutions to mitigate problems

Monthly cleanup of Terminated users on group and personal share drives

Implement user quotas on share drives where possible

Submit change requests to increase CPU / RAM for applications that cause high levels of alerts for resource usage

Keep up with patch remediation on all windows servers

Disaster Recover (DR):

Assist with executing Bi-annual DR drill to ensure high availability in a DR scenario

Assist with manage disk replication between arrays including DR drill process

J.P. Morgan Chase, Inc. Job Description:

Ticket Support/ Phone Support:

Manage Ticket queues (Close an average of 296 tickets per month)

-Vulcan ticket queues (Button tickets)

-Request Center ticket queues

-Service Center/Peregrine ticket queues

Troubleshooting all desktop / laptop issues (hardware and Operating System)

Application support and troubleshooting,

Application installation/removal

CheckPoint SOHO support (250 remote users with SOHO devices)

VPN support

Remote user printer setup

Assist users with NAEAST authentication issues

Phone support (Average of 525 calls per month)

-Desktop Tech average 35% available time expected

-Team Lead average 20% available time expected

Mark Cristaldi – page 4 of 7

CheckPoint SOHO support – (250 Remote users with SOHO devices):

Checkpoint account creation / IP assignment

Hardware configuration (Each setup is approximately 3 hour process)

Employee setup (also a time consuming process depending on the users technical ability)

Extensive end user support / troubleshooting


Desktop team supports all corporate users and applications – 215 applications (Account Creation/Deletion, Management, Audits, Password resets, Citrix, etc)

Application Account Management:

Responsible for creating/supporting/terminating the following:


-PeopleSoft Reporting




-Transaction History

PeopleSoft TTT

ClearTrust Accounts


-ClearTrust Admin

-Titan (Password Management only)

-Orbital (Password Management only)

-NetConnect (Password Management only)

Resource Online

PTI Reporting




Attachmate Sessions

Control M

RSA Remote Access

VM Setup /support


Wireless Access

Verifone Connect CDMA & GPRS

HP Quality Center LDAP User Administration

Infoblox/IPAM – Soho Device and User administration

Smart Provisioning - Soho User administration and Gateway Administration

New Application Testing & Deployment:

Acquire software for the new application

Install, troubleshoot, document on a test machine(s) to ensure stability on image build

Build an SCCM package for deployment (where applicable)

Identify machines/users that require the application

Schedule change management ITSM for Deployment (where applicable)

Follow up on deployments (where applicable)


Perform audits as required or requested by Enterprise Security

Desktop iCert audits




Mark Cristaldi – page 5 of 7



MS Security Patches

AIMS Asset

Clean Desk Policy (Bi-Annual firm-wide audit)

Desktop Patching – Occurred Monthly (except for December during Freeze):

Identify the Microsoft Patches that are required for the monthly patching

Code and build a deployment package to push out via SCCM to all desktops and laptops

Alpha and Beta test the package

Submit change management ITSMs for the deployment

Deploy the patches to all machine

Follow up on failures to ensure 100% of machines are patched with critical MS patches

Report results to Enterprise Security by the last Thursday of each month

SCCM Management:

Maintain current patching deployments in SCCM

Maintain current patching reports in SCCM

Build queries

Build SCCM Tokens for easier deployment

Deploy packages

Maintain collections

Application Updates:

Identify the applications that require updates (this includes all desktop applications, MS Office, all Adobe products, proprietary applications such as TM Suites or Vericentre, Internet Explorer, licensed applications such as Toad, as well as back end tools such as .Net, Flash or Shockwave, etc.)

Code and build a deployment package to push out via SCCM to all desktops and laptops

Alpha and Beta test the package

Submit change management ITSMs for the deployment

Deploy patches to all workstations and follow up on failures


Develop CPS Specific images and maintain them with updates and configuration changes that occur throughout the year

Customize departmental images for more efficient deployments

Maintain the WDS server and stored images

Review the images quarterly for changes

Hardware Refresh/Deployments:

Identify hardware that is out of warranty

Build replacement machines

Install SCCM – Ensure that each is reporting back to the server and receiving patches

Install required applications

Schedule upgrades and data transfers with end users

Asset Management:

Update AIMS any time hardware is updated:

-New Hires





Update Hardware changes (additions/deletions) in Active Directory

Mark Cristaldi – page 6 of 7

Removed deleted machines from SCCM

Troubleshoot and Report DNS issues for remediation

Perform quarterly Remediation Audits in AIMS / AD

Decommission retired Hardware

-Collect the hardware

-Inventory the hardware

-Remove all Hard Drives

-Inventory the Hard Drives

-Coordinate with Arrow to have the hardware collected/removed

-Coordinate with Enterprise Security to have all Hard Drives shredded

PowerBroker Management:

Ensure that Power Broker is loaded on all laptops (and desktops where elevated privileges are required)

Create / Test / Implement Power Broker Rules

Troubleshoot issues related to Power Broker limitations.

New Hire setup (On Boarding / Off Boarding):

Ensure that new hire accounts are created by the start date

Configure/Image Hardware

-Ensure all laptops are 100% PGP Encrypted before deploying

Set up the users profile

Install all required applications

Deploy Hardware before the users start date (PC, Monitors, keyboard, mice, docking station)

-For remote users, ship the encrypted laptop to the remote user by start date

Follow up with new hire to ensure they can successfully log in

Update assets in AIMS and AD Active Directory


Remove all CPS application account access (only accounts that Desktop is responsible for)

Collect Hardware

Update assets in AIMS and AD active directory

Migration Efforts – Exchange, Lync, iSpace, MyTech Hub, My App, etc.:

Testing application / access

Troubleshooting issues

Building deployment packages

End-user testing with the deployment

Change management ITSM submission


Telecom Support:

Setting up and supporting IP Phones


All WAN and LAN responsibilities


All internal employee office/desk moves

Mark Cristaldi – page 7 of 7

Server Room Job Description:

Submitted all ITSM’s (Change Management) for server patches and security updates. Used WSUS and also manually patched servers.

Built (from four walls) and maintained three small computer rooms 15’ X 15’. Remote-managed Maryland computer room and IT department for 1 year. Locally managed NY computer rooms for 20 years.

Calculated server rooms AC power requirements for dual LR-30 receptacles 250VAC @ 30AMP’s. Configured dual UPS input and output KVA loads. Cabled dual power supply servers to operate on two different UPS systems in case of UPS failure. Setup APC Power Chute software.

Setup Dual server racks with Cisco Routers T1, T2 & T3, Gigabit Ethernet Switches, Servers, Telco, UPS Systems, 96 & 48 Port Patch Panels and Data backup systems for DLT, LTO 1, LTO 2 & LTO 3.

Troubleshoot basic router path issues.

Cabled Gigabit Ethernet switches, Setup uplink ports, Installed stacking connectors (Daisy Chain Cables) Configured Ethernet switch ports for PPPoE VOIP Phones, computers and printers on last Ethernet Daisy Chain set for 100/Full (printers only).

Installed and configured two NIC’s in each server for load balancing aka “Teaming”.

Installed network printers with static IP’s instead of DHCP. Configured printer MAC hardware addresses in Services Server DHCP scope.

Configured DHCP Scope for 100 VOIP phones. Deployed 100 VOIP phones in office.

Installed and configured Comvault backup software. Operated Tapetrax application and schedule Iron Mountain security pickup and Tape returns. Went to Iron Mountain facility four times per year to verify all tape inventories. 1000 plus tapes at most times.

Configured servers (MS Server 2000, 2003 and 2008) disk arrays, Raid 5 and hot swaps.

Troubleshoot Telco T1, T2 & T3 circuits to determine data outages and smart jack issues.

Configured small WiFi router on separate circuit / domain for security purposes.

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