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Desktop Support Project

Location:
Bergenfield, New Jersey, United States
Salary:
.
Posted:
June 27, 2019

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Resume:

M. ROMERO

347-***-****

ac9pjw@r.postjobfree.com

●Talented IT professional with more than 15 years of experience in technical lead, technical business analysis, desktop and server support, systems administration and project coordination.

●Excellent troubleshooting and communication skills. Service and detail oriented.

TECHNICAL SKILLS

Operating Systems: Windows 10/XP/Vista/7/8, NetWare 5.x, Windows 2000/2003/2008/2012 Server, MS Terminal Server, Leopard 10.5

Hardware: IBM, DELL, COMPAQ, HP, MAC

Software / Tools: MS Office 363, MS Office 2016, MS Office 2003/2007, Access, Excel, Visio, MS Project, FrontPage, Lotus Notes 6.5/7.5, Internet Explorer, Netscape, Active Directory, SQL Server, Terminal Server, Citrix Presentation Server 4.0, Exchange 5.x and 2000, Ghost, Arcserve, Veritas Backup-Exec, PDAs: BlackBerry, Palm Pilot Software 3.0a, iPhone, Microsoft Outlook 97-2010, EasySync 3.0, SMS 2.0, PcAnywhere, Zenworks, NAL 2.0, Dameware Utilities, Light Active Directory Application Mode (ADAM), Magic, Remedy, Meridian Mail, Nortel PBX 11c-61c, Wise Package Studio 5.6, Rockwell Spectrum, Avaya G3R/S8700, Aspect or Nortel Symposium VoIP, Shortel VoIP

PROFESSIONAL EXPERIENCE:

KPMG, Montvale, NJ 3/2019-Present

Windows 10 Office 363 Application Testing Coordinator

●Coordinate with application owners and testers to perform application testing, remediation and signoff.

●Assist with the triage, troubleshooting and resolution of issues.

●Identification and coordination of Application testers.

●Track testing progress and create/maintain progress reports.

●Perform an inventory analysis of the applications, macros, add-ins, etc. that are in scope for the effort

●Updated and maintain the application testing list on the SharePoint site

●First point of contact for the department

●Confer with clients regarding the nature of the information processing or computation needs.

● Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

● Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

● Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.

● Consult with management to ensure agreement on system principles.

●Expand or modify system to serve new purposes or improve work flow.

●Troubleshoot and respond proactively to application issues.

ADP, Roseland, NJ 10/2018- 02/2019

Release Manager/SCCM Project Coordinator

● Using SCCM create, collections

●Evaluate all requests proposing change to established and supported platforms, identifying, analysing and documenting potential risks or issues. Liaise with business and 3rd party vendors to capture, analyse and document requested changes against these platforms including the actions that will be taken to mitigate the risks identified.

● Deploying software to 60,000 workstations

● Troubleshooting client issues

●Work with requestors/SMEs/Senior Leadership

●Work with Quality Assurance lead to provide testing details on new features for QA team.

●Draft release notes and drive cross-functional teams to ship releases to users

●Work with developers and QA technicians

● Negotiate dates for deployment, packaging, and UAT testing

● Attend meeting to have a good understanding of business needs

●Communicate with BUs, End Users, and or Management application information

●Updated and maintain the application testing list on the SharePoint site

●First point of contact for the department

●Confer with clients regarding the nature of the information processing or computation needs.

●Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

●Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

●Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.

● Consult with management to ensure agreement on system principles.

●Expand or modify system to serve new purposes or improve work flow.

●Monitor the quality of releases, track bugs and schedule corresponding fixes with product teams

●Maintains a release log and manages vital information such as build and release details, dependencies, and upgrade procedures.

●Continually work to make the release processes better, faster and set a solid foundation that evolves.

●Troubleshoot and respond proactively to application issues

Goldman Sachs Group, Jersey City, NJ 01/2018- 09/2018

Project Coordinator/Windows 10 Migration Analyst

●Manage logistics for Windows 10 / Office 16 migration program

●Windows 10 Migration Analyst provides analytics and support for the Windows 10 / Office 16 migration program

●Provided support to tech project management team

●Tracked and manage logistics of the critical project

●Liaising with Business units to schedule migrations.

●Setting up and managing logistics of migrations

●Supporting the program manager in the overall governance of the program

●Providing analytics and reporting on application certification

●Working with engineers and end users to resolve compatibility issues

●Serve as 1st point of escalation in resolution of technical issues and customer support requirements

●Coordinate vendor activities (e.g. communications, scheduling, follow-up) as they are directly related to the delivery and/or support of services

Leidos, Bergenfield, NJ 10/2017-01/2018

Windows 10 Lead Test Case Writer

●Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation

●First point of contact for the department

●Confer with clients regarding the nature of the information processing or computation needs.

●Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation

●Updated and maintain the application testing list on the SharePoint site

●Serve as 1st point of escalation in resolution of technical issues and customer support requirements

●Coordinate vendor activities (e.g. communications, scheduling, follow-up) as they are directly related to the delivery and/or support of services

●Created test plans and test case for Windows 10 testing.

●Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

●Managed on time project performance, customer escalations, and overall customer satisfaction.

●Use of MS Project, MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

●of MS Project, MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

●Meet with LOB to maintain and approve migration sched

KPMG, Montvale, NJ 8/2015-9/2017

IT Project Coordinator (Windows 10 Project, PMO group)

●Updated and maintain the application testing list on the SharePoint site

●First point of contact for the department

●Confer with clients regarding the nature of the information processing or computation needs.

● Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

● Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

● Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.

● Consult with management to ensure agreement on system principles.

●Expand or modify system to serve new purposes or improve work flow.

●Troubleshoot and respond proactively to issues

●Data analysis to spot trends in data to address problems while they are manageable

●Attend meetings and disseminate information to the team

●Accuracy and timeliness, approaching work with appropriate sense of urgency

●Build test machine for application testing.

●Gather requirements from business units and translate those to programmers and developers.

●Coordinate with Application Owners to perform Application Testing Certification and Remediation

Identification, coordination and tracking of Application Testers resources

●Assist with troubleshooting, remediating and resolving issues

●Maintained issues tracking database in SharePoint

●Managed the laptop loaner process. (Physical laptops whereby Virtual Machines (VDI) may not be used for testing)

●Tracked and maintained application testing progress and project metrics reports

●Monitored project mailbox, answering user questions about testing, equipment, special requests as they come into mailbox

Use of MS Project, MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

●Meet with LOB to maintain and approve migration schedule

●Received updates on daily scheduled migrations.

INVESTCLOUD/ CONIFER SECURITIES

IT Infrastructure Lead/Technical Business Analyst 05/2014-08/2015

●Lead the flow of day to day IT operations, set and maintain schedules, evaluate department performance, and create standard protocols to meet established service levels

●Interact with organization management to report metrics and to determine priorities and desired response times

●Confer with clients regarding the nature of the information processing or computation needs.

● Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

● Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

● Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.

●Control work flow for tickets and long-term projects, and escalate issues as they arise

●Serve as 1st point of escalation in resolution of technical issues and customer support requirements

●Coordinate vendor activities (e.g. communications, scheduling, follow-up) as they are directly related to the delivery and/or support of services

●Identify training opportunities to expand the knowledge and capabilities of the Desktop Support team

●Coordinate effective transfer and hand-off of IT service requests to global team members as deemed necessary to maintain support in multiple time zones

●Participate as a lead technical resource on various projects and assignments while maintaining current core function duties

●Develop and maintain documentation such as knowledge base articles, technical end user guides and procedures

●Gather requirements from business units and translate those to programmers and developers.

●Own project responsibilities for related upgrades and implementations

●Manages the delivery of software updates and OS level deployments using Microsoft SCCM

●Document deployment processes and complete software installation/deployments for Commercial Off The Shelf (COTS) and internally custom developed software

●Manage desktop hardware and software inventory

●Diagnose and troubleshoot end user desktop application issues and provide appropriate solution

●Respond to and resolve 1st and 2nd level technical end user service and support requests. Follow-up with end users to provide status updates as per service level guidelines. Record and close tickets on service desk ticket application

●Coordinate communications with the user community regarding maintenance, service outages, upgrades and introduction of new or changing services

●Deliver Desktop and Telephony installation and provisioning services

●Configure workstations with the standard Windows 7 corporate desktop image. Install and configure print drivers on Windows desktops. Installs approved software to meet user/workstation requirements

●Coordinate and execute cable plant, telephony and PC equipment moves/adds/changes

●Provide technical support for Audio/Video/Web conferences with IP integration

●Verify requests for new equipment against surplus inventory records and inform manager when new equipment needs to be purchased

●Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets)

●Set-up and troubleshoot wired and wireless connections including access points, switches and wiring closets

●Managed on time project performance, customer escalations, and overall customer satisfaction.

●Use of MS Project, MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

●of MS Project, MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

●Meet with LOB to maintain and approve migration schedule

●Perform barcode scanning in excel database consisting of over 2000 laptops, cpu's, and other hardware from NYC office and shipping out equipment/accessories to IT Specialist within the the US.

●Support a large enterprise desktop deployment with the older computers while imaging approx. 2000 workstations from Windows XP to Windows 7

●Maintain inventory taking inventory of the computers in all facets of the deployment life cycle to include receiving, imaging, deployment, training, and disposal.

●Provide users with in depth detail in regards to arrival of new machines and deployment dates via Outlook and Phone.

●Received updates on daily scheduled migrations.

CON EDISON, Bronx, NY

Technical Business Analyst / Migration Specialist 07/2013-04/2014

●Supported Windows XP to Windows 7 conversion (currency project) for all desktops within Con Edison’s day to day operations.

●Confer with clients regarding the nature of the information processing or computation needs.

● Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

● Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

● Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.

●Helped create a remediation /documentation as well as conduct research on what the remediation plan will be. Carry out the remediation and be involved in testing, documenting as well as follow all SDLC project.

●Gather requirements from business units and translate those to programmers and developers.

●Reviewed, analyzed and evaluated detailed business and functional requirements, documentation, process flows and data models to contribute to the development of project plans including project charter, project deliverables, cost/benefits analysis, time line estimates, scope and control.

●Used SharePoint to update team documents and spreadsheet.

●Developed use cases, defining and documenting user procedures and workflows, and how each class of user interacts with each system function.

●Integrated technical solutions with the business environment, recognizing systems design and data interdependencies and reusability.

●Established appropriate security levels for processes, information exchange and system implementation.

●Defined, reviewed and influenced standards and quality measures/metrics. Assist in the development of conversion and implementation strategies.

●Supported system implementation and production readiness by liaising with change management, IT architecture and desktop standards, and the business.

●Developed test plans, test cases, perform testing. Provide user documentation, user training, and post implementation support.

●Migrated XP users to Windows 7 via SCCM.

●of MS Project, MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

●Meet with LOB to maintain and approve migration schedule

●Received updates on daily scheduled migrations.

●Complete data analysis and reporting to track project data and complete asset management for OS Upgrade Projects.

●Evaluated software packages, ensuring they fit within architecture and infrastructure. Perform unit testing of solutions you create to overcome compatibility conflicts.

●Maintained current industry knowledge of development concepts, best practices and procedures for SharePoint solutions.

●Produced documentation so suitable for other personnel to manually install and configure application software onto computers with Window 7.

●Document deployment processes and complete software installation/deployments for Commercial-Off-The-Shelf (COTS) and internally custom developed software

●Ensured and maintains clear and concise system documentation. Provide training or mentoring to technical peers or small groups of end-users as needed.

●Interacted with application development staff, enterprise architecture, and technical services and vendors in planning, developing, and installation of new and existing systems.

●Monitored assigned HP Service Manager Incident Queue web based interface.

●Used MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

●Use of MS Excel (pivot tables, lookups, etc.), SQL, Linux, MS Word, PowerPoint, SharePoint

TD Bank, Mount Laurel, NJ

Technical Business Analyst / Migration Specialist 11/2012-04/2013

●Supported Windows XP to Windows 7 conversion (currency project) for all desktops within TD’S day to day operations.

●Helped create a remediation plan and document the implementation of this plan. Carry out the remediation and was involved in testing, documenting as well as followed all SDLC documentation. I am the point of contact for LOB during this project.

●Smoke tested, installed and configured Charles River.

●Reviewed, analyzed and evaluated detailed business and functional requirements, documentation, process flows and data models to contribute to the development of project plans including project charter, project deliverables, cost/benefits analysis, time line estimates, scope and control.

●Gather requirements from business units and translate those to programmers and developers.

●Used SharePoint to update team documents and spreadsheet.

●Developed use cases, defining and documenting user procedures and workflows, and how each class of user interacts with each system function.

●Integrated technical solutions with the business environment, recognizing systems design and data interdependencies and reusability.

●Confer with clients regarding the nature of the information processing or computation needs.

● Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

● Interview or survey workers, observe job performance or perform the job to determine what information is processed and how it is processed.

● Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.

●Complete data analysis and project progress reporting with MS Excel

●Established appropriate security levels for processes, information exchange and system implementation.

●Defined, reviewed and influenced standards and quality measures/metrics. Assist in the development of conversion and implementation strategies.

●Supported system implementation and production readiness by liaising with change management, IT architecture and desktop standards, and the business.

●Developed test plans, test cases, perform testing. Provide user documentation, user training, and post implementation support.

●Maintained current industry knowledge of development concepts, best practices and procedures for SharePoint solutions

●Used MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

●Use of MS Excel (pivot tables, lookups, etc.), MS Word, PowerPoint, SharePoint

Scholastic. Inc, New York

Project Lead / Technical Support / Migration Specialist 8/2012-11/2012

Union Bank, Klik Technologies, Valley Cottage, NY

Technical Business Analyst/ Migration Specialist 5/2012-7/2012

Toshiba America, Mahwah, NJ

Technical Analyst/Project Lead 6/2011 –5/2012

Verizon Wireless, Warren, NJ

IT Analyst 11/2010-05/2011

Scholastic, Inc., New York City

Application Support Specialist 9/2009-10/2010

UBS Financial, New York City

Support / Business Analyst 4/2004-7/2009

Cadbury Adams Schweppes, New Jersey

Desktop Support (Consultant) 3/2004-4/2004

Seton Hall University, New Jersey

Desktop Support (Consultant) 1/04-3/04

Firmenich, Newark, NJ

Project Lead/Support (Consultant) 10/03 – 12/03

The Interpublic Group, New York, NY

Support Supervisor 04/02 – 10/03

McKinsey & Co., New York, NY

Lead Desktop Support 12/00-04/02

Lehman Brothers, New York, NY

Technical Support Representative 8/00-12/00

MasterCard, Purchase, NY

Technical Support (Consultant) 10/97-8/00

EDUCATION

Hunter College, New York, NY (B.A) 2001



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