Desktop Support Analyst

REGINALD W. ZEPHYRIN

Mobile: 718-***-****

Email: *********@*****.***

Price Waterhouse - New York, NY 3/2020 - Present

Senior Desktop Support Lead

Resolved 175 tickets and incidents submitted by admins and/or end users.

Managed weekly inventory management processes of end –user hardware and software assets.

Provided support for tier I, II and III escalations/tickets.

Managed all desktop and telecommunications issues related to proprietary trading applications.

Configured Bloomberg workstations for trading and provided Bloomberg Anywhere as requested.

Provided supported for issues related to password resets, OS365, Windows 10, security access to printers, printer queues and business/clinical applications.

Optimized software application performance, installed updates, and performed debugging procedures.

Oversaw the installation and maintenance of software applications in order to streamline business operations.

AGIO - New York, NY 2/2018 – 3/2020

Senior Systems Analyst

Defined application problem by conferring with clients evaluating procedures and processes. These clients includes investment banks and hedge funds

Coordinated with users with the operation and functionality of software applications purchased.

Created and maintained group policy profiles and passwords, ensuring company-wide security.

Provide support for Office365, Bloomberg, and other proprietary applications on the Trading Floor.

Proactively resolve customer problems with about equipment and services.

Delivered just-in-time support respond to departmental technical emergencies in order to minimize data loss meet deadlines and support needs of users.

SINU (Tribeca Enterprises) - New York, NY 11/ 2010 – 2/2018

Technical Support Lead

Ensure that systems and services in all multi-site locations are fully scoped, planned, project managed, implemented, tested and documented to meets the needs and expectations of the client

Meet regularly with Tribeca’s CFO, COO & HR to educate them on how changing technologies might impact their business needs and propose future designs or configurations to enhance business capabilities.

Maintain the security and integrity of the network by analyzing the software, hardware and network systems. Where necessary, establish new hardware and software standards and configurations in order to optimize desktop computing and mobile environments

Provide high level network support by resolving issues in a timely manner to increase business functionality. Initiate enhancements that reduce network downtime

Oversee the complex enterprise-wide network facilities including; physical media, hubs, routers, bridges, gateways, servers, software, hardware and other components as well as partnered with HR specialists to bring innovative solutions for the onboarding experience for new employees.

Utilize data and metrics to identify and implement opportunities for improvement with regards to project management and service delivery

Analyze complex connectivity and business work-flow problems. Design and implement appropriate solutions.Workedacross multiple applications and technologies.

Partner with Tribeca’s senior management team to expand mobility capabilities to meet demands of growing mobile user base

Jefferies and Company, New York, NY 11/2008 -11/2010

Senior Systems Analyst

Deployed applications and patches to all Windows and Mac OS devices and ran ongoing scripts to keep the configuration of these devices current

Utilized Group Policy Management to grant and restrict access levels

Educated helpdesk and desk side support analysts on new or upgraded technology

Resolved all desktop and telecommunications issues related to turrets. Configured Bloomberg workstations for trading and provided B-Units as requested

Provided desktop support and served as lead to three technicians in a highly secure VPN enterprise environment of 3,000 users, working with Windows XP Pro and Server, and Exchange Server 2003, and LAN / WAN. Used NetMeeting and MS Remote for remote access to PCs

Managed problem resolutions by keeping abreast of assigned remedy tickets and followed the proper escalation procedures.

HESS Corporation - New York, NY 12/2007 -11/ 2008

Information Systems Analyst

Improved the efficiency of the vendor management process, which included the creation and implementation of standard processes for the vendor lifecycle (selection, engagement, and evaluation).

Effectively lead cross-functional teams (business, operations and technology) to successfully deliver new business and technology initiatives

Independently managed the full project life cycle, from initiation through implementation, including business case development, crafting of requirements and specifications, defining scope and schedule, obtaining approvals, managing tasks, leveling resources, and troubleshooting.

FORTRESS – New York, NY 11/2006 -12/ 2007

Senior Trading Floor Analyst

Provided help desk support for computer, printer and network related issues; updated and maintained software documentation and standard operating procedures

Served as liaison between various groups within the department and company to help in solving problems

Provided advanced service level support on desktop/market data application deployment, network connectivity, network printing and any other hardware/software issues

Evaluated, analyzed, tested, implemented and configured all Documentum modules, related tools, and integrations in a complex IT environment

Served as the technical resource for Documentum support staff, provided Tier 4 support, mentored IT operational staff, consulted and trouble-shot when required.

Served as a resource for enterprise data management consultants to bring robust and consistent services to the enterprise, across many business functions

Credit-Suisse – New York, NY 9/2004 – 11/2006

Senior Trading Floor Analyst

Partnered with on and off shore IT groups to ensure that business requirements were achieved, while accomplishing all predefined SLA objectives.

Deployed Managed Service Provider (MSP) programs to ensure compliance with corporate policies and procedures that govern the engagement and use of outside personnel to perform various services for the client.

Provided technical help desk support including; maintenance, configuration, troubleshooting, as well as market data application. Directed the installation of 7,000 + users and 300+ traders and managing directors of the capital markets and private equity divisions.

Morgan Stanley – New York, NY 6/ 2000 – 9/2004

Technical Analyst

Participated in technology project planning and deployments for marketing directors. Articulated new ideas and improvements to existing processes to IT and business units as well as non-technical audiences.

Conducted on-site testing and facilitation of user acceptance and beta testing processes in Asia, London and Canada.

Provided leadership in coordinating all business continuity initiatives geared for alternative capital division and investment banking division, including working with senior level management to allocate the appropriate logistics, as well as designing test procedures for qualifying all business critical applications and supporting market data applications.

EDUCATION

Master of Science – Information System Engineering

NYU-Polytechnic University

Bachelor of Science – Electrical Engineering

New York Institute of Technology

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