M. ROMERO

347-***-****

ad3mil@r.postjobfree.com

Experienced IT professional with more than 15 years of experience in technical lead, technical business analysis, desktop and server support, systems administration, and project coordination. Communication and troubleshooting skills are excellent. Dedicated to customer 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, macOS Catalina

Hardware: IBM, DELL, COMPAQ, HP, MAC

Software / Tools: MS Office 365, MS Office 2016, MS Office 2003/2007, Access, Excel, Visio, MS Project, FrontPage, Citrix Studio, 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, Easy Sync 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, ESET, Kaseya

PROFESSIONAL EXPERIENCE:

Zelispayments, FL 7/2020-Present

Project Coordinator/Windows 10 Migration Analyst

●Managed logistics for Windows 10 / Office 16 migration program

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

●Provided support to technical project management team.

●Performs as technical lead on projects.

●Gather documentation from the customer.

●Assist with or manage the oversight of all aspects of project life cycle to include initiation, planning, execution, controlling and closing, taking project through final implementation.

●Acted as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products.

●Ability to develop and maintain relationships with internal & external stakeholders.

●Basic understanding of project team roles and functions to effectively assist in coordinating activities/tasks.

●Follow best practices and ensure that requirements are met and documented

●Serve as a Point of Contact (POC) for IT audit facilitation, internally and externally.

●Created project deliverables such as Migration, Rollback, Installation and Test plans

●Maintains awareness of the foundation that Citrix infrastructure provides for the delivery of IT services

●Facilitates integration of Citrix infrastructure into existing IT Service Management processes

●Installed and configured new hardware and software

●Provided training and support on new applications and technologies

●Maintained and updated computer equipment inventory

●Created user accounts via Azure Admin Portal

●Experience with Microsoft Azure and M365

●Facilitates development and maintenance of Citrix Infrastructure forecast

●Maintain and monitor IT risks, exceptions, and vulnerabilities; this will require working closely with our ISO Department.

●Documenting and follow up on important actions and decisions from meetings.

●Participates in projects to ensure the successful implementation and operation of Windows-based systems

●Communicates IT standards to project team and vendors

●Light scripting skills, such as PowerShell

●Tracked and managed logistics of the critical project

●Liaised with Business units to schedule migrations.

●Set up and managed logistics of the migrations

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

●Provided analytics and reporting on application certification

●Worked with engineers and end users to resolve compatibility issues

●Served as 1st point of escalation in resolution of technical issues and for customer support

●Coordinated vendor activities (e.g. communications, scheduling, follow-up) that were directly related to the delivery and/or support of services

●Use Kaseya to push applications to the desktop

●Used SCCM to push applications to the desktop. Created collections in AD to run application updates and installations.

●Work with resource manager to procure and manage mobile devices, service plans and changes within the corporate plan

●Support post-event tracking and ROI analysis to help measure the company’s marketing initiatives and to improve future performance

●At the direction of the IT Infrastructure team, assist with the setup and maintenance of all hardware and software, including but not limited to server(s), server rack/server closet, server room climate control, router, hubs, switches, wiring rack, wiring/cabling, fax services, copiers, printers, scanners, UPS systems, secondary application servers, Wireless Access Points (WAPs), WAN connectivity equipment

●Interviewed employees, observe job performance and/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.

●Coordinated full lifecycle IT projects supporting up to 2 project managers.

●Coordinated project schedules, managed project meetings, and identified and resolved technical problems.

●Contributed to project planning sessions with stakeholders, technical managers.

KPMG, Montvale, NJ 3/2019-5/2020

Windows 10 Office 365 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 tester 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 continually maintained the application testing list on the SharePoint site.

●Provided project status via Planview.

●Maintains awareness of the foundation that Citrix infrastructure provides for the delivery of IT services

●Facilitates integration of Citrix infrastructure into existing IT Service Management processes

●Facilitates development and maintenance of Citrix Infrastructure forecast

●Acted as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products.

●Serve as first point of contact for the department.

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

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

●Interviewed employees, observe job performance and/or perform the job to determine what information is processed and how it is processed.

●Supports password maintenance, new user logon and setup, file access permissions, and data protection procedures

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

●Serve as a Point of Contact (POC) for IT audit facilitation, internally and externally.

●Gather documentation from the customer.

●Assist with or manage the oversight of all aspects of project life cycle to include initiation, planning, execution, controlling and closing, taking project through final implementation.

●Ability to develop and maintain relationships with internal & external stakeholders.

●Basic understanding of project team roles and functions to effectively assist in coordinating activities/tasks.

●Follow best practices and ensure that requirements are met and documented

●Maintain and monitor IT risks, exceptions, and vulnerabilities; this will require working closely with our ISO Department.

●Documenting and follow up on important actions and decisions from meetings.

●Develop change plans and support materials - e.g., communication plan, training materials - for client engagements. Also as required,

●Conduct needs assessments to design change management processes and interventions.

●Provide administration and analysis of surveys and focus groups.

●Deliver feedback on analysis to teams as requested.

●Contribute ideas and strategies to enhance client engagements.

●Provide change management training as needed.

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

Release Manager/SCCM Project Coordinator

●Used SCCM to push applications to the desktop. Created collections in AD to run application updates and installations.

●Deployed software to 60,000 workstations

●Worked closely with requestors/SMEs/Senior Leadership

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

●Drafted release notes and drove cross-functional teams to ship releases to users

●Worked with developers and QA technicians

●Negotiated dates for deployment, packaging, and UAT testing

●Attended meetings to maintain an understanding of business needs

●Communicated application information with BUs, End Users, and Management

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

●Served as first point of contact for the department

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

●Coordinated and linked the computer systems within the organization to increase compatibility and so information can be shared.

●Consulted with management to ensure agreement on system principles.

●Serve as a Point of Contact (POC) for IT audit facilitation, internally and externally.

●Maintain and monitor IT risks, exceptions, and vulnerabilities; this will require working closely with our ISO Department.

●Documenting and follow up on important actions and decisions from meetings.

●

●Monitored the quality of releases, tracked bugs and scheduled fixes with product teams

●Maintained a release log and managed vital information including build and release details, dependencies, and upgrade procedures.

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

●Troubleshot and responded proactively to application issues

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

Project Coordinator/Windows 10 Migration Analyst

●Managed logistics for Windows 10 / Office 16 migration program

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

●Provided support to technical project management team

●Coordinated a phased migration of users in batches of 50 – 100 from Win7 to Win10 VDIs

●Tracked and managed logistics of the critical project

●Liaised with Business units to schedule migrations.

●Set up and managed logistics of the migrations

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

●Provided analytics and reporting on application certification

●Worked with engineers and end users to resolve compatibility issues

●Served as 1st point of escalation in resolution of technical issues and for customer support

●Coordinated vendor activities (e.g. communications, scheduling, follow-up) that were directly related to the delivery and/or support of services

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

Windows 10 Lead Test Case Writer

●Prepared cost-benefit and ROI analyses to aid in decisions on system implementation

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

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

●Served as 1st point of escalation in resolution of technical issues and for customer support

●Coordinated vendor activities (e.g. communication, scheduling, follow-up) that were directly related to the delivery and/or support of services

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

●Interviewed users, observed job performance or performed the job to determine what information is processed and how it is processed.

●Acted as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products.

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

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

●Met with LOB to maintain and approve migration schedules

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

IT Project Coordinator (Windows 10 Project, PMO group)

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

●Maintains awareness of the foundation that Citrix infrastructure provides for the delivery of IT services

●Facilitates integration of Citrix infrastructure into existing IT Service Management processes

●Facilitates development and maintenance of Citrix Infrastructure forecast

●Served as first point of contact for the department

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

●Prepared cost-benefit and ROI analyses to aid in decisions on system implementation.

●Interviewed users, observed job performance and/or performed the job to determine what information is processed and how it is processed.

●Coordinated and linked the computer systems within the organization to increase compatibility and so information can be shared.

●Coordinated a phased migration of users in batches of 50 – 100 from Win7 to Win10 VDIs

●Built test machine for application testing.

●Gathered requirements from business units and translated those to programmers and developers.

●Coordinated with Application Owners to perform Application Testing Certification and Remediation Identification

●Assisted with troubleshooting, remediating and resolving issues

●Develop change plans and support materials - e.g., communication plan, training materials - for client engagements. Also as required,

●Conduct needs assessments to design change management processes and interventions.

●Provide administration and analysis of surveys and focus groups.

●Deliver feedback on analysis to teams as requested.

●Contribute ideas and strategies to enhance client engagements.

●Provide change management training as needed.

●Maintained issues tracking database in SharePoint.

●Provided project status via Planview.

●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 and special requests

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

●Met with LOB to maintain and approve migration schedule

INVESTCLOUD/ CONIFER SECURITIES

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

●Led the flow of day to day IT operations, set and maintained schedules, evaluated department performance, and created standard protocols to meet established service levels

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

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

●Prepared cost-benefit and ROI analyses to aid in decisions on system implementation.

●Interviewed users, observed job performance and/or performed the job to determine what information is processed and how it is processed.

●Coordinated and linked the computer systems within the organization to increase compatibility and so information can be shared.

●Troubleshooting software and hardware for VoIP and network-based systems

●Avaya CMS Call Management Systems Administration

●Create, modify, deleted ACD Names

●Create, modify, deleted ACD Groups

●Create, modify, deleted ACD Agent Groups

●Controlled workflow for tickets and long-term projects, and escalated issues as they arose

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

●Coordinated vendor activities (e.g. communications, scheduling, follow-up) that were directly related to the delivery and/or support of services

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

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

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

●Developed and maintained documentation including knowledge based articles, technical user guides and procedures

●Gathered requirements from business units and translated those to programmers and developers.

●Owned project responsibilities for related upgrades and implementations

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

●Documented deployment processes and completed software installation/deployments for Commercial Off The Shelf (COTS) and internally developed software

●Managed desktop hardware and software inventory

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

●Delivered Desktop and Telephony installation and provisioning services

●Configured workstations with the standard Windows 7 corporate desktop image. Installed and configured print drivers on Windows desktops. Installed approved software to meet user/workstation requirements

●Coordinated and executed cable plant, telephony and PC equipment moves/adds/changes

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

●Verified requests for new equipment against surplus inventory records and informed manager when new equipment needed to be purchased

●Performed 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.

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

●Met with LOB to maintain and approve migration schedule

●Performed barcode scanning in Excel database consisting of over 2000 laptops, CPU's, and other hardware from NYC office and shipped out equipment/accessories to IT Specialists within the US.

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

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.

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

●Prepared cost-benefit and ROI analyses to aid in decisions on system implementation.

●Interviewed users, observed job performance and/ or performed the job to determine what information is processed and how it is processed.

●Coordinated and linked the computer systems within the organization to increase compatibility and so information can be shared.

●Researched and helped create and document a remediation plan. Conducted the remediation and was involved in testing and documentation, following SDLC guidelines.

●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.

●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. Assisted 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, performed testing. Provided user documentation, user training, and post implementation support.

●Migrated XP users to Windows 7 via SCCM.

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

●Met with LOB to maintain and approve migration schedule

●Received updates on daily scheduled migrations.

●Completed 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. Performed unit testing of solutions to overcome compatibility conflicts.

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

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

●Documented deployment processes and completed software installation/deployments for Commercial-Off-The-Shelf (COTS) and internally developed software

TD Bank, Mount Laurel, NJ

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

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

●Helped create and document a remediation plan. Carried out the remediation and was involved in testing, and documentation.

●Acted as point of contact for LOB during the 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.

●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.

●Completed 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. Assisted 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 and perform testing. Provided user documentation, user training, and post implementation support.

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

●Used MS Project,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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