Active Directory Desktop Support
Resume:
Hector Resto
***********@***.***
Skills:
Software
MS Windows 2008 R2 Server, Windows7. Windows 8.1, Windows 10, MS Exchange Server 2008 R2, SCCM, VDI, Altiris, Active Directory, LANDesk. MS Office 2010/2013/2016 Suite, Symantec Endpoint Protection 11.0, McAfee Virus Scan. TrendMicro AV, MalwareBytes Anti Malware, Bloomberg, Reuters, FactSet, Loan IQ, FX Connect, MS Excel Add-In Support
Hardware
HP\Lenovo\DELL Business desktops and laptops\Thin Clients, HP LaserJet Printers, Sharp MX 2615 Printers, Xerox DocuPrint Printers, IPC Turrets, CISCO VOIP 7961Series, HP tape backup drives, LCD\LED Monitors, Crestron AV/VTC units, X-Panel software, AV IP routing, PolyCom support. Apple iPhone\iPad support.
Protocols: TCP/IP, DNS, WINS, DHCP
Topologies: Ethernet 802.3, Wireless 802.11n
Professional Experience:
BlackRock Investment Institute Nov 2022 – April 2023
Assisted Desktop Support team with day to day operations supporting a user community of 2600 employees
Support of Microsoft Office 365 with Outlook client
Remote support for offsite users (wfh) via LogMeIn client software
Microsoft Excel addin support for all market data apps.
Support of all Market Data apps Bloomberg \ TradeWeb\ Wall Street GFX \ Factset…etc.
Assisted with IMAC requests on a daily basis
Desktop \ Laptop imaging and software deployments via SCCM
Apple iPad\Iphone support via MobileIron
Assisted with office relocation from Midtown Manhattan location to 50 Hudson Yards new office location
Hands on computer, mobile, and conference room technical support to complete issues and requests
BMO Harris Capital Markets December 2018 – Aug 2022
IT Service Desk Team Lead
Assisted in leading a team of 17 Tier 2 support technicians maintaining and upgrading desktops, laptops, and mobile devices across multiple platforms and NA locations.
Hands on computer, mobile, and conference room technical support to complete issues and requests.
HP Service Now queue management and assignment of tickets for Tier 2 technicians supporting multiple locations.
Review tickets for trend analysis to improve service.
Technical point of contact for customer escalations.
Lead meetings with EUS teams and Bank business groups.
Respond to critical events and find long term solutions for repetitive issues.
Participate in testing and implementing software, changes, new solutions.
Provide feedback for performance reviews and assist in developing staff.
Administer virtual machines for DR & testing through Citrix VDI
Sr. Trade Systems Support Analyst (Contractor @ BMO Harris Capital Markets) July 2017 – December 2018
Helpdesk Level II\III support of all incoming calls from 360 Trader community and Back\Front Office
Active Directory user administration – pw resets\group membership\account lockouts
Onboarding support – desktop\laptop imaging via SCCM & software deployment \user account creation\email account creation
Juniper\Pulse Secure VPN remote support
Market Data support – Bloomberg\Capital IQ\BrokerTec\FX Wall Street\FactSet
VDI infrastructure support via Director & V-Sphere
Windows 10 with MS Office365 Support
MS Outlook troubleshooting
MS Excel add-in support
MAC OS VPN support
Mobile AirWatch support iPhone\iPad
White Glove C-Level support
Lexmark network printer installation and support
Cisco VOIP support
Conference room AV support
National September 11 Memorial & Museum Jun 2016 – April 2017
IT Analyst
Responsible for the day to day Level I\II support of a 400 user community
Microsoft Windows 8.1/Windows 10 OS support and imaging
MS Office 2016 Pro Plus 365 Cloud environment
Responsible for all desktop upgrades\deployments via Acronis
MS Active Directory user administration and support
Sharp MFD printer support and troubleshooting
New user setup and orientation
Museum Retail\Visitors Services support
AV Exhibits support
iPhone\iPad Mobile device deployment and support
Jennison Associates LLC Feb 2016 – May 2016
Desktop Support Analyst
3 month contract assignment to assist Jennison Associates with day to day operations
Active Directory user administration (New accounts, security, permissions)
Helpdesk Level 1 and 2 support of all user inquiries via HP Service Now ticketing system
PC deployment and Imaging via LANDESK
Application installation and support via LANDESK
Support of all market data apps (Bloomberg\Factset\Charles River)
Cisco IP Phone 7961 support
Mobile device support (Apple\Android)
HP Printer support
Bank of Tokyo MUFG Nov 2014 – Oct 2015
Consultant/ Trade Floor Support Analyst
Level II support of 500 traders and back office users at Bank of Tokyo
Provide white glove service to C level and other senior staff.
Support users on Market Data systems including Bloomberg, FactSet, Reuters Eikon
Excel Add-In support for Bloomberg
MS Office 2010\2013 support
Active Directory Administration (New accounts, security, permissions)
Track and maintain metric goals for ticket resolution & other performance measures.
Mobile Device Management support using Good.
Cisco IP phones through Call Manager & Unity Administration
Software and Imaging deployment via SCCM
Credit Suisse Jan 2014 – Oct 2014
Trade Floor Support Analyst
Fixed Income Trade Floor Support Analyst
Provide Level 2 Application support for 1200 Fixed Income Trade Floor users
Market Data Support\Bloomberg\Reuters Eikon\Factset\FX ALL\GFX Wall Street
MS Office 2010 with Outlook 2010 support
MS Excel Market Data Add-in Support
Citrix online plugin
Blackberry\IPhone\IPad mobile support
Active Directory User Administration
Good for Enterprise mobile app support
Incident reporting and dispatch via Remedy Helpdesk Service desk
National Australia Bank Jun 2013 – Dec 2013
Sr. Desktop Trade Floor Engineer
Provide Level 2 desk side support to a 125 trader user community
Windows 7 imaging and deployment
MS Office 2010 with Outlook 2010 support
Incidents reported via Remedy Helpdesk
Helpdesk on call support
HW/SW installs and troubleshooting
Software distribution\desktop imaging via Altiris
Active Directory user administration
Bloomberg\Reuters\Ealoc\CapitalIQ\FxConnect\FxAll application support
Ipad\Iphone\Blackberry support
Asset management via Altiris
Lotus Notes 8.5 support
AV conference rooms setup and support
The Capital Group Companies Dec 2012 – Apr 2013
Desktop Support Technician
Provided Level 2 support to a 120 trader user community
Assisted with WINXP-WIN7 migration
Lotus Notes 8.5 to Outlook 2010 client migration
IPad/IPhone/Blackberry Support
Asset Management via Altiris
Windows 7 imaging of all laptops/desktops
All client incidents reported via Remedy Helpdesk
HW/SW support and troubleshooting
Bloomberg/Reuters/Factset market data support
CISCO 7941 VOIP Series support and setup
SW distribution via MIST software
AV teleconference setup and support
Digitas Inc. Apr 2010 – Oct 2012
Desktop Support Technician
Provided Level 2 and 3 support to a 1200 user community in a Windows XP/Windows 7environment
Provided Windows 7 builds via Altiris
MAC OS X Support
Responsible for the support of all HP 6930p\HP8440p/IBM T61\T400 Laptops
Provided HW\SW troubleshooting and support
Facilitated Blackberry PDA support 9000\9700\Torch
Administered Active Directory User Account
Assisted with Conference Room Crestron AV\VTC\projector setups\support
Provided Remote user support via SMS
Responsible for laptop imaging
Supported CISCO 7941 VOIP, Lotus Notes 8.5 email client, and MS Office 2007/2010
Removed Spyware\Malware & Virus
JP Morgan Chase Dec 2007 – Mar 2010
Systems Analyst
Provided day to day user community support
Software deployment via LanDesk
Responsible for server racking\de-racking\ server decommissions
Provided Active Directory user administration
Built, support, and troubleshot Windows 2000\2003 Server
Responsible for NTFS file share permissions
Provided BlackBerry 8700\Curve\Pearl support
Responsible for Lotus Notes 7.0 email client support
Facilitated Cat5E cable tracing\runs
Jefferies & Co Inc. Apr 2007 – Dec 2007
Trade Floor Systems Administrator
Supported a 500 Trader community in a Windows XP SP2 environment
Responsible for coordinating and executing IMACs
Troubleshot IPC Turrets, CISCO VOIP 7961Series, Market Data Support Bloomberg\Reuters\AEW\Dealogic\FactSet\Capital IQ
Supported MS Office 2K3 Support \Lotus Notes 7.0 email client support
Supported HP/Compaq DC5000s\DC5100\DC7700 standard hw
Troubleshooting ExcelAdd-ins (Bloomberg Excel Add-in\Cap IQ Excel Add-in\Reuters Excel Add-in
Provided Blackberry 7290\8700\8800\Curve\Pearl support
Active Directory user account administration
Provided HP LJ Printer 4350\8150\9000 support
Performed NTFS share drive permissions
Richard Fleischman and Associates Jun 2006 – Jan 2007
Senior Field Technician
Responsible for the support of all networking technologies for 11 major Hedge Fund companies
Received and resolved all Helpdesk calls via telephone
Responsible for logging calls into Helpdesk ticketing system
Provided Cisco Unity Express IP Telephony 7940 Series installation & support
Supported MS Exchange Server 2000\2003 w\Outlook 2000\2003 Professional, Windows 2000\2003 Server w\Active Directory and Windows 2000\XP Professional
Provided Market Data Support (Bloomberg\Reuters Bridge 8.2.2)
Supported Treo650\Blackberry 7290\8700g series PDA
Responsible for HP 4250\4350\9000 Network Printer setup & support
Merrill Lynch Sep 2005 – Jun 2006
IBK Desktop Support Technician
Provided desktop support to a 2000 user community
Responsible for remote support via DameWare for problem resolution
Responsible for day to day client support of all Traders and Analysts
Supported Windows XP, MS Office XP, Blackberry7900 PDA support, FactSet, PowerPoint with Pitchbook client
Installed and maintained HP\Xerox Textronic network printers
Performed Active Directory user administration
Facilitated Desktop rebuilds via Altiris automated build software
Professional Certifications:
A+ Net+ MCP MCSA
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