Tina Marie Norris

*** ** ***** ***, *** *

Brooklyn, NY 11238

347-***-****

adyo3x@r.postjobfree.com

White glove Level 1 through Level 3 support in a cheerful, competent and consistent manner.

Proficient at providing best in class customer service & positive end user experiences.

Solutions oriented professional skilled at cross-functional collaboration and communication.

Ability to work independently while engaging and supporting the global technology team.

Keen sense of initiative, creative thinker- adaptable, trainable, and eager to learn innovative technologies.

Proficiencies (not limited to the below)

Hardware support- Win & MAC

Software support

Mobile Devices

MS Office

VPN connections

Citrix VDI & Storefront

VMware Horizon

Remote Access

Hard & soft tokens

MFA authentication

SSO, Kerberos

My Apps page troubleshooting

Active Directory

Azure AD

0365 proficient

Exchange, SharePoint, Teams admin

Production support

Change Management

SSCM

Patch Mgmt

Root cause analysis

IAM functions / OKTA

Knowledge base

End user training

ITIL Procedures / Framework

Service Now

Incident Mgmt

Reporting / dashboards

PowerShell

Power Automate

Platform support

Project Management

JIRA / Confluence

Laptop reimaging

Networking, Switching & Routing (former CCNA)

Joiners / Movers / Leavers

Identity Administration

Account provisioning

Asset Management

EXPERIENCE

Blue Prism / SS&C New York, NY

Senior Service Desk Analyst January 2022 to July 2023

Day to day support of automated cloud environment for 2600 global end users.

Demonstrated the ability to excel with Level 2-4 Service Desk issues efficiently and cheerfully.

Service Desk administrative functions, Incident Management, Reporting, Compliance inquiries.

Identity & Access Management, Onboarding, and Terminations, collaboration with HR.

Incident Management, use of ServiceNow, consistent policy of sharing solutions with colleagues.

Compile instructions for end users to assist with IT Change Management, common issues.

Use of Kaseya, ServiceNow, Avast, Umbrella, FireEye, Sophos, GlobalProtect on Mac / Win

Decommissioned BP office- completed break down of assets, conducted Inventory, managed logistics for equipment returns.

ABN AMRO New York, NY

Help Desk Analyst- Trading Floor November 2019 to January 2022

Provided Level 1-3 white glove support to traders, middle office, and back-office operations.

Strong troubleshooting skills, proficient with MAC and Windows OS’s, VPN, Citrix, Maas360, SecureID

Experienced with supporting Bloomberg, Reuters Eikon, ICE Chat, BrokerTech and other apps.

AD- Create accounts, password resets, unlock accounts, adjust permissions to shared drives, groups.

Portable devices, ordered WFH equipment for end users, provided set up when received.

Managed rollout of AVAYA softphone system and conducted end user training sessions.

Office 365 cutover migration- assist end users with learning new interface and features.

Service Desk administrative functions, Incident Management, Reporting, Compliance inquiries

Hosted virtual events held to maintain teamwork & company morale.

NSC Global New York, NY

Desktop Support Technician June 2017 to December 2019

Mac and Windows operating systems, network connectivity, peripherals.

Serve as technical resource for executives, visitors; set up of AV equipment for presentations.

Network cabling for in-office moves, desk changes, new equipment; Cable tests / replacements.

Active Directory- add and remove users, perms change passwords, set hardware allowances & quotas.

Installed Cisco VoIP phone system and Polycom HD video-conferencing software system.

Administrated over office-wide transition of Xerox rollout from Toshiba multi-purpose printing machines.

AMSTOCK New York, NY

IT Asset Manager April 2017 to June 2017

Served as team leader for IT Asset Inventory System Upgrade Project canvassing 1500+ machines, 4 locations for American Stock and Transfer holding organization.

Install Asset Management Tool; Collect and organize team data using Excel to compile reports.

Verify asset management software operational and running, as well as successful employee log in

Ensure accuracy of team data; Upload weekly data to Asset Management database via API’s.

Completed project initiatives 6 weeks ahead of expected duration.

EDUCATION

CUNY, New York City College of Technology Brooklyn, NY

A.S. Computer Systems Technology June 2015

B.S. Computer Systems Technology- Dean’s list honoree June 2017

Contact this candidate