Technical Support Management

GLENN BIRNBAUM

914-***-**** *****.********@*******.*** www.linkedin.com/in/gbirnbaum

SUMMARY: A highly dependable and results-oriented IT professional with extensive experience in delivering high-touch service and support in a corporate environment to Executive level staff. A knowledgeable technician, with proven analytical, project management, communication, and technical skills. Major strengths include systems analysis, troubleshooting, implementation and the ability to resolve problems in a fast-paced environment.

TECHNICAL SKILLS:

Expert knowledge in deployment, configuration, and troubleshooting Windows XP, Vista, Windows 7, 10 and Microsoft Office 2007,2010 in an enterprise environment.

Subject matter expertise in deployment, configuration, and troubleshooting Blackberry and Blackberry 10 devices.

Strong Experience with deploying and configuring Pointsec Security Encryption, Bloomberg, Factset, Java, Avaya Softphone, Remote and VPN Access, Cisco Anyconnect, Good Client, Skype for Business, mainframe terminal emulators, and FTP applications.

Extremely knowledgeable in HP, Lenovo, and Dell desktops, laptops, and HP printer repair.

PROFESSIONAL EXPERIENCE:

Hewlett Packard Enterprise/Senior Service Professional 8/2014 – 4/2016

ONSITE at Citigroup, Long Island City, NY

Responsible for resolving day to day operational issues of Corporate Finance, Risk Management, and Corporate Tax.

The point of contact for Senior level staff escalations.

Maintained Service Now Ticket Management by updating and completing trouble tickets in accordance with the Service Level Agreement.

Managed all major relocation’s and re-stacks coordinating with all technical disciplines which included; real estate services, business groups, managing staffing, evaluating network capacity, and voice services.

Responsible for asset management and recovery in compliance with Citigroup life-cycle policies.

Point person for Senior Staff Blackberry migration to a new vendor for international cost savings.

Managed Deployment of 60 network printers to centralized vendor management support.

Citigroup, New York, NY 1/2004 – 8/2014

Site Lead Executive Support/AVP

Supported the Corporate Center Staff, Executive Planning Center, Corporate Aviation, and all related business groups delivering technology services at a high visibility level: email, file and application servers, blackberry, BYOD, remote access, market data, and day to day desktop support.

Responsible for all hardware deployments, application rollouts, security patching and maintain reporting metrics for senior management.

Migrated user population to Windows7 and MS Office 2010 utilizing Active Directory tools and HP Openview Configuration Management to manage user accounts and deploy applications in compliance with Desktop Standardization Initiative.

Handled all site and intra-country user domain transfers including home drive creation, email and data transfer, and share drive access.

Glenn Birnbaum Page 2

Citibank, New York, NY 3/2000 – 12/2003

E-Citi Technical Support Manager/AVP

Supervised the Business Services Technical Support team serving e-Citi client base. Responsibilities include system and network implementations and enhancements, LAN topology configuration design and documentation, trouble resolution management in conjunction with Global Technical Infrastructure.

Directed systems design and planning technology initiatives, capacity planning, network analysis, product evaluation and testing, and vendor management.

Communicated, monitored and enforced corporate policy and standards in the area of service, problem management, contingency and network security.

Provided input to executive personnel related decisions of the technical staff in regards to hiring, termination, scheduling, performance, training and development.

Education:

National Education Center, Nutley New Jersey

Associates in Applied Computer Science

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