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Support Manager

Tobyhanna, PA
December 06, 2019

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HUBERT P. WIGGINS Phone 272-***-****

**** ******* *****

Tobyhanna, PA 18466


Linux, RedHat, Sun Solaris, AIX, Windows 200*-****-**** Servers, CAMRA, Microsoft Office, AUTOSYS, OPENVIEW, EMC, MSCHAP, CHAP, TCP/IP, RIP, OSPF, PPP, PPTP, IPSEC, RADIUS, Juniper SSL VPN, Server. Windows 7,8,10, Citrix, Bloomberg, Reuters 3000xtra,Thomsonone, Eikon, CQG,API,SAML


WIPRO ((S&P Global) New York, NY 05/02/2017 –Present

Field Service Tech (Consultant)

Essential functions and responsibilities:

IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

Compliance reporting across PCs as well as mobile devices, including Windows, iOS, and Android.

With new on-premises mobile device management (MDM) capabilities, Windows 10 devices can now be also managed via MDM.

Configuration Manager also integrates with System Center Service Manager (SCCM) to automatically create incidents on baseline drift.

Push System updates and software packages Using SCCM.

Managed (Android,IOS,IPADS,and Tables) with MDM software.

Installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.

Knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction based activities at sites.

Ability to lift / move computer equipment weighing up to 50Lbs.

Desk side support and PC break/fix including basic administration of Windows O/S.

Some usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.

Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.

Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability.

Build out new 2008R2, 2012 R2 terminal servers.

Support 2008r2 and 2012 servers.

Run basic Cisco commands to check interfaces on the Routers.

Support SAML Two factor Authentication process.

The Clearing House New York, NY 08/16/2017 - 05/02/2018

Tech Support Representative (Consultant)

Essential functions and responsibilities:

Assist in the administration of the system by using pre-determined commands and instructions; including preparing the system for initial set up, executing and monitoring a schedule of activities, performing diagnostic tests and check-off lists on the computer systems and communications equipment throughout the day.

SCCM server to monitor what applications have bene installed on workstations, and keep track of the number of instances.

Monitor all aspects of the network processing and file exchange schedules for all Clearing House products.

As required, identify, investigate, track, escalate, resolve and document all internal or customer-related production issues; this Build out new 2008R2, 2012 R2 terminal servers. may involve contacting customers or vendors directly, if our surveillance systems identify connectivity issues.

Provide customer support and respond to inquiries from financial institution participants, third-party service providers, other network operators and the Federal Reserve Bank; This may include technical support in troubleshooting connectivity via MQ, C:D and FTP.

As requested, assist customer participants with the set-up of testing communications applications and testing certification.

Provide coverage for 24/7 Computer Network Operations Center.

Certify banks on the new RTP Procedures.

Run basic Cisco commands to check interfaces on the Routers.

Visiting Nurse Service of New York, New York, NY 12/2013 - 4/2017 -

Windows Terminal Server Support VPN & Remote Desktop Administrators

Support over 750 remote end-users using VNSNY vpn access.

Push System updates and software packages Using SCCM.

Managed (Android,IOS,IPADS,and Tables) with MDM software.

Build out new 2008R2, 2012 R2 terminal servers.

Troubleshoot and Support Users active sessions on the Terminal Server.

Support VNSNY web base applications running on Users remote desktop sessions.

Give end-users access to security roles on Juniper Firewall so that can have remote access from the office.

Support and Administer SSL VPN from Pulse Secure, Juniper Networks

on Magsecurew302 and Magsecurew0303 servers.

Response to slow access time on Terminal Servers in the VNSNY environment.

Create and change security roles on Juniper Remote access firewall.

Manage Users profiles and move end-users from terminal server to another.

Add and create end users accounts to different security access in Active directory.

Performs and test system configuration backups and restores to ensure system recovery from outages or errors.

Reviews and deploys new Terminal Server/Remote Desktop patches and software updates according to best practices.

Troubleshoot, and resolves hardware & software problems on Terminal Server & client access software.

Analyzes Terminal Server/Remote application usage to support long-term strategy and network capacity and/or licensing.

Support Citrix Farms and Citrix plug-in applications.

Knowledge of SCCM (System Center Configuration Manager).

Support over 200 users using Net-Motion (Net -Motion Mobility) application for remote access.

Mobile device support (IOS, Android and Blackberry).

Knowledge of desktop operating systems (Windows XP, 7, 8).

Working knowledge of DNS, Internet infrastructure and IP informational tools.

Experience rebuilding workstations.

Familiar with Symantec Backup Exec and Antivirus.

Knowledge of ticketing systems.

Informa Global Markets, New York, NY 09/2005 – 09/2013

Applications Support Engineer

Provided Level 1, 2 and 3 Support of the Reuters, Bloomberg, Telerate and all projects associated with the Market Data environment. Supported in house Market Data Application.

Hands on experience running RMDS and Reuters 3000XTRA market data applications running on Linux boxes.

Support and install Windows 2003 – 2008 R2 Severs.

Support, troubleshoot and install Terminal Server for remote Users access. Troubleshooting remote user session by using Terminal Server Manager Tool.

Troubleshoot Client’s Desktops issues by using Remote Desktop Connection tool and VNC software when needed.

Add and create end users accounts to different security access in Active directory.

Knowledge of RDF and Bloomberg feeds.

Assist with purchase orders for hardware and software procurement & other administrative duties. Install and maintain network hardware and software.

Provided Market Data support including working with Front Office Teams to ensure use of market data usage. Supported Market Data Analysts in New York and London sites.

Knowledge of TCP/IP, OSPF, PPP, PPTP, IPSEC, CHAP, RIP, DNS, WINS, DHCP network routing protocols. Established and maintained service level relationship with local Technology service providers. Knowledge of Unix/, Networking.

Performed daily checks as per documented procedures and distribution of status reports.

Managed Ghost images of Market Data workstations. Run Daily backup using BrightStor.

Interacted with outside vendors such as Reuters, Bloomberg, CQG, Dell, and Verizon.

Setup a Symantec Anti-Virus server to push updated to hosts on the network.

Installed and supported Linux Red Hat AS and Windows 7, XP. Able to edited Shell scripts by using VI Editor and Emacs tools.

Support Virtual Desktop by using Wyse Infrastructure.

Add and create end users accounts to different security access in Active directory.

Working knowledge of DNS, Internet infrastructure and IP informational tools.

Support Cisco VPN Client.

Mobile device support (IOS, Android and Blackberry).

ACS, New York, NY 12/2004 - 09/2005

Mid-range Support Engineer (Consultant)

Provided level 1 and 2 technical support that includes, but not limited to, configuring hardware, software and handling day-to-day issues.

Installed and support Linux Red Hat AS and Windows Desktop and Servers.

Performed as a member of quick-response user-support team and generally works under deadlines, operating independently to resolve end-user problems.

Provided considerable end-user interface by phone and/or in-person.

A broad knowledge of computing processes and technology including, servers, gateways, communications equipment, workstations, software and hardware and associated diagnostics and tools. (Specifics defined/vary by applicable end-user area). Knowledge of voice, digital, data compression and call center technology also recommended.

Supported of Infrastructure, consisting servers using the Windows Operating System; And Support Layers, 1 and 2 Cisco routers, switches.

Logged all calls that came in from the User into the Tivoli problem ticket system.

Experience rebuilding workstations.

Thomson Financial, New York, NY 05/2004 - 11/2004

Production Control

Monitored multi server environments for production, QA and development.

Responded to alerts and conducting 1st and 2nd level problem diagnostics/ resolution

Acted as a frontline interface to users, accepting trouble reports and dispatching them to appropriate departments within TF Operations.

Ensuring and maintaining high availability standards for all servers and infrastructure supported by TF Operations.

The Production Control was responsible for monitoring and providing level 1 support for all system environments supported by TF Operations - New York.

Supported over 300 UNIX and Windows servers running Windows and Linux Red hat software.

Supported Users profile and accounts on Linux and Windows Servers.

Monitored Big Brother and Site scope alerts and logged all user problems in the Tivoli trouble ticket system.

Monitored and set up VERITAS Net backup. Ran schedule reboots of all UNIX servers.

Able to edited Shell scripts by using VI Editor and Emacs tools

The Guardian Life Insurance, New York, NY 2001 - 2003

Applications Support Analyst

Provided customer service assistance and client support.

Provided Level 1, 2 and 3 Support of the Reuters, Bloomberg, Telerate and all projects associated with the Market Data environment. Supported in House Market Data Application.

Supported server applications, operations procedures and package maintenance, release testing.

Installed and tested applications upgrading software and patches.

Supported Windows NT Server, 2000 Server and 4.0 workstations.

Coordinated with outside vendors on new products for the investment department.

Installed and supported Camra Accounting and management portfolio investment software.

Provided off hours support and weekends as well as onsite when necessary.

Managed Bloomberg, Trade web and McGregor external interfaces. Provided support during Camra daily evening cycle. Created new MS-DOS batch jobs for external trades and pricing interfaces.

Checked external pricing interfaces on a daily basis. (IDC).

Processed external custodian interface. (CHASE, STATE STREET).

Schedule daily backups for the investment department productions servers.


Bloomberg Technology Training Certification in Bloomberg Network & API Overview 2013-06-06 Bloomberg Technology Training Certification in Bloomberg Anywhere & Mobile Device Support 2013-06-06

AAS in Data Processing, LAGUARDIA Community College

Cisco Certified Network Associate Training, 2000.

Sun Micro System Solaris 2.X Certification Training, 2000.

Checkpoint VPN Training, 2003


MCSE 2000 Training, 2003.


Sun Certified System Administrator for Solaris 8 Certification, 2004.

Sun Certified Network Administrator for Solaris 8 Certification, 2005.

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