System Support

profile & objective

I am Accomplished IT professional committed to pursuing a career in

system support. Over many years of Windows desktop support and few

years of system administration/data center support experience in both

financial and legal firms. Demonstrated success implementing strategic

IT initiatives that improve business functionality. Technology savvy,

self-motivated and adept at moving into new environments and

extrapolating from existing experience to quickly adapt to new

technologies.

technical expertise

Operating Systems: UNIX ( Sun/Solaris, IBM AIX, HP-UX 11),Redhat

Linux, IBM AS400, Windows 8,7,XP,9x, 2k, Windows

2008,Banyan, DEC VAX.

Applications/ Lotus Notes R6.5, MS Office 2010, MS Outlook,

Database: I-Manage Desksite 8.5, Deltaview/Workshare, Lexis

Nexis Interaction Web Client 6, Law Manager, PC

Docs, Live Note, Symantec 11.0, Active Directory,

SCCM 2012, Remedy 7.0,Bloomberg,Blackberry Desktop

7.1, Frontrange ticketing system, VMware 4x.

Hardware: Lenovo X201/230 laptops, Lenovo M76 desktop,HP9000,

IBM RS6000, Cisco Router 2500, Blackberry 99x, BT

Teret phones,Polycom, Polycom AV,Network

taps,Fiber/Cat5, HP 6345 mfp printer, HP 8100

printer, Brocade 6510 switch.

Networks/Protocols: Ethernet, Novell Netware. OSI model, TCP/IP, SMTP,

UDP, NIS, NFS, DNS, etc.

professional experience

Jan, 2014- April, 2014 Piper Jaffray New York, NY.

Sr.Technical support analyst

Provide Administration and user desktop support in NY

office.

Assist Traders/Bankers of all levels for all computer

related issues.

Support Bloomberg software/hardware related issues.

Deploy & install application through SCCM2012/active

directory infrastructure.

Provide remote support using dameware/rdp /juniper tool.

Work with Project managers and IT Managers to ensure newly

introduced products are implemented in a stable state.

Oversee all incoming requests via emaisl/tickets/phones and

prioritize.

Support audio/video conference using polycom.

Setup & configure Blackberry (BAS), RSA token, Android etc.

Install /troubleshoot Wi-Fi AP issues within firm.

Trace fiber/copper connectivity issues through circuit room.

Work closely with all vendors to resolve all desktop and

application issues.

Buid new setups using PXE image process for all windows

systems.

Update and monitor all devices through ITAM asset management

tool.

Attend weekly office meeting and follow up any ongoing

issues with management.

April 1998-Aug2008 & May 2011-Dec 2013 Cleary Gottlieb

Steen & Hamilton LLP. NY, NY.

Sr. Desktop support analyst

Support 1200 plus on-site and remote users worldwide.

Provide top level support to users, who are often under

considerable time constraints.

Resolve PC/laptop hardware/software technical problems for

lawyers/partners & staff.

Provide 2nd level pc/laptop support for all incoming

tickets.

Support desktop related issues on Windows 7 system.

Configure VMware client to setup users. Add users to Pool.

Provide Audio/video conference room support using Polycom.

Troubleshoot Blackberry related issues. (Reconfigure/Replace

as needed).

Create and administer accounts through Blackberry

administration services.

RSA token software installation, troubleshooting and

administration.

Contact RIM/T-Mobile/AT&T and other vendors to follow-up

open tickets.

Develop, lead and participate in team and departmental

projects and deployments.

Implement and maintain adequate security for all systems and

monitor operations to detect and protect these systems from

inappropriate access and /or use.

Implement the policies and procedures relevant to meeting

end user expectation and meeting the department SLA's.

Configure/QC new system remotely and onsite.

Responsible to provide technical support for worldwide

partners' meeting in NY.

Add and remove user accounts using active directory.

Configure VPN access (Juniper networks) for users in all

offices worldwide.

Responsible for tracking Firm hardware through the Asset

Trail database.

Participation in large rollouts / upgrades / migrations

(W9x/W2k/Xp/Win7).

Provide LAN setups in conference room for

closings/litigation support.

Responsible to support summer and fall associates related

projects.

Responsible for processing and managing reports/queries for

the Month/Year End period.

Update documents about procedures, steps to fix known

issues.

2008-March, 2011(Laid off) New York Stock Exchange ( NYSE

Euronext) NY, NY.

System admin/Data center support.

Responsible to provide system support for clients/internal

groups worldwide.

Monitor both Unix and Windows servers through monitoring

tools.

Remotely troubleshoot unix/windows issues escalated from the

ticketing system.

Install/configure hardware components to SUN/X86/AMD64/HP

dl585 systems.

Experience with maintenance and support UNIX/ Windows/Linux

systems.

Responsible to install LAN/WAN equipments inside the data

center.

Rack and unrack Blade servers/ HP DL580/Sun/cisco switches.

Wire patch panel.

Troubleshoot cable connection using Fluke device.

Troubleshoot Data Rack connectivity through patch

panel/switch/router in data center.

Configure/Cable new servers to switch/patch panel inside

data center.

Coordinate with network group to get switch ports activated

for new servers.

Perform software, hardware and operating system upgrades.

Troubleshoot network port connectivity for users in switch

rooms. Use Fluke to test.

Manage Robot Backup disk storage using NetBackup

Administration Console.

Follow-up with open tickets daily and escalate to proper

group if necessary.

Update documentation for system build & for knowledge

management.

Responsible to support system admin request on Unix

(Solaris) environment.

Work with 3rd party vendor to resolve issues.

Participate simultaneously in day-to-day responsibilities

while completing projects.

June 1997 - April 1998, Health First Inc. New York, NY

System Operator

Perform basic system admin. tasks on Aix running on IBM

RS6000.

Schedule automated jobs through the crontab file on Aix

system.

Process the 9-track tape coming from different hospitals on

daily basis.

Configure /Monitor Aix (production and development) servers.

Perform backup.

Involve in Month end Production operations running on both

Aix and AS 400 system.

Involve in system operation task on IBM AS400 system.

education

Bachelor of Computer Information Science (BSCIS). Brooklyn College (

1997).

Contact this candidate