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Support Manager

Location:
New York City, NY
Posted:
February 19, 2020

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Resume:

Accomplished IT professional with management experience, credentials and technical expertise in support across Windows Networks. Technology savvy self-starter, adept at moving into new environments and draw from existing experience to quickly adapt to new technologies fluently. Skilled in communicating highly technical information to both technical and non-technical personnel.

Licenses and Certifications

Microsoft Certified Professional (MCP)

A+ Hardware Certification

Microsoft Certified Systems Engineer (MCSE)

HP Certified

Work History

Project Manager/Senior Support The Body Shop (New York, NY) 4/17 – Present

Scope/Responsibilities

Engage with the business to support their existing business model while aligning with them to create a collaborative business and IT relationship

Work with and support all executive staff on all aspects of technology onsite and remotely

Be the business process expert across our system landscape that includes an integrated suite of software and hardware.

Account administration for Active Directory, Exchange 2012, Office 365 and Lync

Use of Service Now for issues and requests as well as incidents

Be the face of IT for a wide range or challenges and opportunities.

Project Management- lead and coordinate projects from start up through anchoring stage

Support Budgeting process and future planning processes – always looking to maximize our investment

Vendor management- when appropriate, manage and leverage external vendors ensuring we get what we paid for and provide value to the business.

Communicate as needed leveraging all opportunities to ensure that the organization is aligned

Support ongoing business activities from a systems and process perspective. Providing support and expertise, Problem solver

Follow and implement a documentation strategy for all processes and procedures with a goal to align markets

Understanding the importance of Month end and Seasonal activities of the business

Led project to put laptop and printer in 300+ stores across US and Canada. Negotiating lowest cost for hardware.

Led project to upgrade phone system in the US, including vendor selection and negotiations

Led project to consolidate offices to one location, including setting up hardware for internet and network access

Troubleshoot user issues as needed daily for onsite and remote users.

Analyst Moelis & Company (New York, NY) 06/14 – 4/17

Scope/Responsibilities

Provide second & third level technical support for 500+ users globally, including US, London, Hong Kong, Brazil, Dubai, Mumbai, Sydney and Melbourne in a Windows 7 environment.

Support CEO and all executive staff onsite and remotely

Provide remote support for end-users

Administer e-mail accounts outlook/exchange using MS Exchange 2010

Use Windows Active Directory Administration to create and permission user accounts, unlock and reset network passwords, create security and distribution groups, manage OUs

Administer Salesforce access and provisioning

Setup, configure and administer Zendesk helpdesk

Setup Templates using Adaxes to automate User Management

Work closely with Project Managers and Infrastructure Managers to ensure all newly introduced technologies are implemented in a stable, supportable state

Interview staff for the Desktop Support Service Desk role

Mentor members of the team to adopt superior customer service best practices and unsurpassed troubleshooting skills

Act as a guardian of the production environment, ensuring all changes to production systems have been tested and approved

Provide comprehensive technical support services across all technologies

Create support documentation for applications and processes

Drive process and procedure creation, adoption, and maintenance to ensure the team is working optimally to provide the best service to our clients

Meet and exceed all SLAs

Take all steps to troubleshooting issues (tracking, resolution, & escalations)

Diagnose technology problems determining the source of the problem

Prioritize requests for technical assistance

Handheld device support including Blackberry via BES 5.0 and 10, Android, iPhone & iPad via GOOD and Citrix Worx

Third Party Account Management

Work closely with vendors to resolve outstanding issues for our desktop, application, and production systems

IT Manager ING Investment Management International (New York, NY) 08/13 – 06/2014

Scope/Responsibilities

Manage and support a Global Network Infrastructure environment using pre-defined concepts to accomplish daily tasks and projects.

Enforce IT policies and procedures. Review policies to keep up with changing environment.

Work with senior staff to outline new projects and timelines

Recommend, Define and Implement new technologies and upgrade existing technologies.

Provide project management support for ongoing and new projects.

Work with BU to deliver on defined timelines and goals.

Evaluated new hardware and setup timeline to upgrade all US users to alleviate performance issues.

Setup and document disaster recovery procedure for US offices.

Administer new hire technology needs using Active Directory to setup access for new users.

Work as a globally collaborative team to ensure expedient resolution to any priority issues.

Manage ongoing deployments, software updates, and patches.

Manage vendor relations; negotiate contracts to stay within budgets. Procure, Support and Manage smart phones and tablets.

Advise office manager on related and new technologies.

Write detailed user manuals for training staff on various applications.

Systems Administrator/Executive Support International Business Times (New York, NY) 11/11 – 05/2013

Scope/Responsibilities

Sole IT support for 125 users including CEO, COO, CFO, and other senior level management.

Setup Juniper Firewall to protect internal network from outside threats, with no service contract.

Setup internal Helpdesk and knowledge base for user training and problem notification.

Remote and on-site engineering to manage IBT infrastructure and ongoing development and support.

Build, Configure, Implement and support of Active Directory infrastructure on Windows 2008R2.

Responsible for provisioning, installation and maintenance of hardware and software systems.

Creation, change, and deletion of user accounts on Active Directory.

Setup internal SharePoint site for various business units.

Management of Cisco CUCM, VOIP/FOIP network.

Researched and setup testing of new internal social network.

Researched and setup Wi-Fi to provide coverage throughout the office.

Setup, configuration, and maintenance of SharePoint 2010 for Intranet.

Technical research and development to enable continuing streamlining of infrastructure

Wrote internet usage and compliance policy.

Reviewing applied access for consistency and integrity.

Specialist/Sys Admin FOX Entertainment Group (New York, NY) 11/09-11/11

Scope/Responsibilities

Provide support for 150 users and Senior Management of Movie Distribution and TV AD sales.

Deliver excellence in customer service and resolve escalating problems.

Manage Blackberry accounts using BES manager.

Troubleshoot and diagnose hardware and software problems.

Setup of Blackberry’s, iPhones, iPads and VPN.

Assist in the installation and updating of software, as well as troubleshooting of all equipment.

Coordinate and manage relationships with vendors and support staff to provide problem resolution.

Administer and provide User Access and Exit controls.

AVP Identity, Access Management and Data Security Bank of America Corp (New York, NY) 01/06-05/09

Scope/Responsibilities

Backup manager for NY team.

Responsible for the daily security administration of 40,000 user accounts on multiple platforms.

Reviewing applied access for consistency and integrity.

Working with Information Security to maintain access per security administration policy.

Supporting periodic certification of existing access.

Directly interfaced with customers to rapidly solve security related issues.

Helped to create internal team website using sharepoint.

Exercise judgment within defined practices and policies in selecting methods for obtaining results.

Network Administrator/Executive Support Offit Hall Capital Management (New York, NY) 06/02-12/05

Scope/Responsibilities

Sole support for NY office staff including CEO, MD, SVP, and other senior level staff

Built, configured and patch SERVERS and DESKTOPS

Provided technical support and implementation of changes and improvements to the system architecture.

Maintained and updated inventory of all hardware and software.

Identified opportunities and defined plans for infrastructure improvements.

Planned, documented, and executed procedures for effective backup and recovery.

Senior Systems Analyst JP Morgan (New York, NY) 05/01-11/01

Scope/Responsibilities

LAN/Wan Support Level II / III on Windows NT/2000.

Provide application support for approximately 2000 global markets users.

Provide support for Global Markets trading floor.

Provide support for Market data applications (Bloomberg, Reuters)

Create user accounts, groups and print queues for a mixed environment of Novell & NT

Test packaged applications for use with standard global markets environment

LAN Design & Support Privista.com (New York, NY) 10/00-3/01

Scope/Responsibilities

LAN administration of Windows NT/Win2k servers.

Desktop system de-installs moves and re-installs.

User account password management and control.

Supported marketing users on applications troubleshooting.

Recommendations on LAN and system optimization (hardware and software).

Administered network resources, monitor performance and recommend upgrades.

Ordered, installed, and configured computer hardware and software.

Maintained web servers, interconnectivity, firewall, etc.

Trading Support Westdeutsche Landesbank Girozentrale (New York, NY) 6/99-10/00

Scope/Responsibilities

Provided support to trading floor users as a Level II and Level III support analyst.

Maintained and updated virus protection software using MCAFEE MANAGEMENT CONSOLE.

Supported over 100 traders that included FX, Equities, and Global Markets.

Part of team that surveyed and updated entire branch to Y2K status.

Coordinated Y2K compliance for all Software and Hardware in the branch.

Installed and configured applications developed by the office automation Unit.

Configured laptops and desktops for Remote Access.

Systems Analyst Morgan Stanley Dean Witter (New York, NY) 9/98-6/99

Scope/Responsibilities

Provide first and second level support for users in the Private Equity and Venture Capital Group.

Responsible for day-to-day network administration such as account creation and modifications.

Beta tested all new software and hardware to provide feedback to the Product Certification Team.

Research and test Backup Contingency Plan for Private Equity as part of disaster recovery.

Manage upgrades of desktops from Windows 3.1 to NT 4.0 and Microsoft Office 4.3 to Office '97.

Provide end user software training to senior management, junior professionals and administrative staff.

Desktop Support Specialist United Federation of Teachers (New York, NY) 11/95-8/98

Scope/Responsibilities

Provided support for a total of 1000+ users in a Windows 95 environment.

Upgrade PCs with new Hardware and Software.

Trained users in various software and o/s applications including Windows 95 and Windows NT.

Assisted Windows NT administrator in selecting new hardware and software.

Education

Queens Borough Community College - Associate's Degree - Computer Technology and Engineering



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