Edward Pettiford

*** **** **

Cranford, NJ *****

908-***-****)

LICENSES HDI Help Desk Certified, Bomgar Certified

TECHNICAL KNOWLEDGE Windows 7, Windows 10, Microsoft Office 365, Active Directory, ServiceNow, ITIL, Lotus Notes 2000, iPhone, Airwatch Console, LAN and WAN technology, Remedy Ticketing System, Citrix Metafra, TCP/IP, extensive knowledge of PC hardware

EXPERIENCE

December 2011 to Celgene, Summit, NJ

Current EXECUTIVE DESKTOP SUPPORT/AUDIO VISUAL SUPPORT

Provide support for conference rooms and AV equipment (Creston Units)

Set up and support technology needs for conference meetings including video conference and Webex.

Provide second-level Technical support to onsite and remote C- level Executives resolving moderately to highly complex technical issues.

Inspire trust with Executive by performing expert technical support with highly professional written and oral communication skills while maintaining confidentiality.

Support IT special projects, including but not limited to: office moves, data recovery, hardware and software testing, acquisition integrations, etc.

Hands-on experience installing, troubleshooting and supporting laptops, PCs, peripherals and business critical applications for Executives in large, multi-location, corporate environments via phone, remote control and desk side visits.

Perform network administration functions, set up user accounts/permissions, reset password, and administered group policies via Active Directory.

Deploy laptops, monitors, printers, blackberries, Iphones and maintain appropriate inventory levels.

Create documentation in the ServiceNow ticket system and follow up as necessary to ensure support tickets are closed or escalated as needed.

April 2008 to Merrill Lynch, Hopewell, NJ

December 2011 SERVICE DESK CONSULTANT

Handle heavy user call volume for both Merrill Lynch and Bank of America technical issues worldwide

Directly supported the migration of Merrill Lynch users to Bank of America email platform

Work to quickly troubleshoot user application and hardware issues within Windows XP environment

Define user attributes within Active Directory and workstations including Exchange and Mailbox limits

Install and upgrade software and hardware including Thomson wealth management application, MS office, and Dameware

Provide RSA SecurID support to remote access users including token reset

Provide Cisco IP phone support

Log all support calls in the Remedy problem ticket system for historical and training purposes

Consistently receive high scores for customer service by Aon call monitoring system

June 2006 to American Express, New York, NY

December 2007 DATABASE ADMINISTRATOR/SYSTEMS SUPPORT CONSULTANT

As a level 2 DBA Analyst handled day to day troubleshooting of the American Express Sarbanes Oxley infosystems databases

Responsible for administration of Lotus Notes and Risk Navigator databases while coordinating user access

Provided user support for any database and application issues including problems with login and data integrity issues

March 2004 to Chanel, Inc., Piscataway, NJ

February 2006 SENIOR HELP DESK ANALYST

As a Level 1 and Level 2 Helpdesk/Desktop Support Technician provided 24X7 phone support to over 500 users worldwide, including Chanel Boutique users.

Addressed all software issues in Windows XP, Lotus Notes, SAP, MMS, and DDS

Set up and supported VPN remote access users Worked with management to document Chanel's VPN protocol for training other help desk team members.

Updated and maintained users using Active Directory ensuring appropriate security and access

July 2000 to OM Technology, New York, NY

February 2004 SENIOR APPLICATIONS SUPPORT SPECIALIST

Provided 24X7 Level 1 phone support for network and application problems in a Windows 2000, NT, VMS, Terminal Server environment for multiple member firms

Monitored all aspects of a real time trading software application that ran on a VMS platform using management application packages such as HP Openview, BMC Patrol and Compaq Watchdog

Functioned as a liaison for the TOM and TAM regarding application development, testing and releases

June 1996 to Lazare Kaplan International, New York, NY

July 2000 TECHNICAL SUPPORT SPECIALIST

Responsible for troubleshooting and problem resolution for global users

Operated daily backups and maintenance on mainframe and Windows NT servers

Created user accounts and set security settings for new employees

September 1995 to Goldman Sachs, New York, NY

May 1996 TECHNICAL SUPPORT SPECIALIST

Oversaw administration of automated fax distribution software

Created procedures for faster communications with clients

EDUCATION Hobart and William Smith Colleges

Geneva, NY

September 1992- December 1994

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