IT Support Specialist - Trading Floor & Enterprise Systems Expert
Resume:
MARLON GORDON
E-mail: ********@*****.***
PROFESSIONAL PROFILE: Results-driven and detail-oriented IT Support Specialist with over 8 years of experience delivering top-tier technical support within high-pressure environments including hedge funds, law firms, and enterprise IT ecosystems. Proven success in managing and resolving mission-critical issues across trade floors, executive suites, and server infrastructure. Deep technical fluency in Windows, macOS, mobile device management (MDM), and enterprise tools like Azure, SCCM, VMware, and Active Directory. Adept in streamlining IT operations, improving incident response time, and elevating end-user satisfaction.
CORE TECHNICAL COMPETENCIES
●Networking - Configure LAN/WLAN network devices (all 802.11) network routers and printers through secure intranet networks, and SSID; Install workgroups and provide remote desktop assistance; Working knowledge of Active Directory & Network services i.e., DHCP, DNS, WINS, FTP
●Enterprise Tools: SCCM, VMware Horizon, Azure AD, Ivanti, ServiceNow, AirWatch, JIRA, MDM (Blackberry, RSA), Zoom
●Hardware - Built and Image Desktops, laptops, installed printers; Format, Installing & Troubleshoot WIFI on BYOD device; Network Printers; Lenovo, Dell, HP, Apple Devices; RSA tokens; Apple iPhones, iPads; various Android phones and devices Zebra Printers; AV conference room equipment.
●Ticketing Systems- Service Now; HP Service Manager; Maximo; Footprints: Ivanti
EDUCATION
●Ace Institute of Technology — Network Administration • March 2015
●Per Scholas — CompTIA A+ and Network+ Certification • February 2013
EXPERIENCE
Millennium Management — New York, NY Aug 2023 – Present
Trade Floor Support Engineer
●Delivered real-time desktop and trading application support for a fast-paced hedge fund trading floor, ensuring seamless operations during market-critical periods.
●Proactively monitored trading systems and provided swift resolutions to minimize disruption, contributing to uninterrupted trading activity and reduced financial risk.
●Used Azure and SCCM to build and configure new kiosks and laptops, ensuring standardized and secure deployments for VIP end users.
●Collaborated closely with portfolio managers and traders to tailor IT solutions to their unique workflows, enhancing trading desk efficiency and uptime.
●Coordinated system patching and Windows 11 migration projects during off-hours, ensuring zero impact on trading operations.
●Initiated and analyzed end-user surveys, gathering feedback to improve the support process and increase satisfaction scores.
●Developed in-depth support documentation and playbooks to streamline issue resolution and onboard junior team members more effectively.
●Provided hands-on training to staff on updated technologies, improving end-user confidence and
NYSERDA (GreenBank)- New York, NY Jan 2023-Aug 2023 Systems Administrator II
●Completed final configuration and deployment of laptops, smartphones, and end-user IT equipment in accordance with enterprise standards.
●Provided walk-in and service-window Tier II support for desktop, mobile, and application-related issues.
●Diagnosed and resolved Tier II hardware, software, and mobile device issues across Windows 10, Microsoft 365, and peripherals.
●Installed, configured, and supported desktops, laptops, printers, smartphones, iPads, tablets, and peripherals at assigned sites.
●Reactivated and provisioned wireless services and mobile access for staff returning from leave.
●Utilized Service Desk systems to manage workload, prioritize tickets, and document detailed resolutions.
●Used remote access tools (including Bomgar) to troubleshoot and resolve issues for on-site and remote users.
●Coordinated equipment repairs, asset tracking, MAC moves, and end-of-life disposal in compliance with organizational procedures.
TPG (Angelo Gordon) — New York, NY Sep 2021 – Jan 2023
Executive Support Engineer
●Served as the dedicated technical point of contact for C-level executives and high-ranking staff, providing rapid response troubleshooting and concierge-level IT service.
●Managed hardware/software needs for executives including desktops, laptops, mobile phones, and AV setups, always ensuring full functionality.
●Built strong rapport with executive assistants and leadership teams to anticipate IT needs and implement preemptive support measures.
●Led executive onboarding sessions, handling setup, credentialing, and application training for new hires in a secure and confidential environment.
●Responded to emergency tech requests and supported late-night and weekend meetings, demonstrating flexibility and commitment.
●Owned the end-to-end onboarding/offboarding process for VIPs, closely partnering with HR to ensure compliance and secure data handling.
●Handled asset procurement, tracking, and inventory logging for the executive fleet, improving efficiency in IT resource allocation.
Motorola Solutions / DOITT NYC — Brooklyn, NY Feb 2020 – Sep 2021
NG911 System Engineer
●I acted as lead engineer on Windows OS migration for public safety command centers, ensuring minimal disruption to FDNY and NYPD operations.
●Provided Tier 3 escalation support, utilizing log analysis and root cause investigation to resolve complex server and application issues.
●Maintained server integrity with daily audits, patching via Ivanti, and data backups using Acronis.
●Produced technical documentation including Acceptance Testing Procedures (ATPs), technical change management workflows, and client knowledge bases.
●Delivered briefings and collaborated with DOITT stakeholders to ensure transparent reporting on project status and system health.
●Supported critical Motorola NG911 dispatching tools and trained internal city techs on resolution workflows.
●Participates in on-call rotation for after-hours support calls and escalations.
Lord Abbett & Co. — Jersey City, NJ Feb 2019 – Feb 2020
Senior Desktop Engineer
●Supported global wealth management and trading teams across the main office, handling end-user escalations and VIP support requests.
●Maintained and troubleshot Bloomberg, FactSet, Morningstar, and other proprietary financial applications.
●Managed VMware Horizon environments, performed ESXi host maintenance, and supported VDI rollout projects.
●Used SCCM for large-scale image deployments and software distribution.
●Tested Windows 10 upgrades and documented bugs for resolution pre-rollout.
●Delivered AV support for conferences involving external stakeholders and high-profile clients.
Healthfirst — New York, NY Aug 2018 – Jan 2019
Desktop Analyst II
●Upgraded end-user environments from Windows 7 to Windows 10 across multiple departments.
●Acted as key AV support lead for internal conference rooms and C-level meetings.
●Drafted and published "tips & tricks" support documentation to boost help desk effectiveness.
●Handled MDM tasks and encryption password resets using McAfee and RSA token tools.
Con Edison — New York, NY Jan 2017 – Aug 2018
Systems Analyst II
●Provided IT support to Legal and Accounting departments, managing escalations through ServiceNow.
●Used SCCM for Windows OS imaging and managed AD permissions for departmental users.
●Supported endpoint encryption via BitLocker and remote troubleshooting with Bomgar.
MTA / Metro-North / LIRR — New York, NY Jan 2016 – Dec 2016
Systems Analyst II (OBTIMS Project)
●Trained over 2,000 conductors on iOS-based POS systems for field ticketing.
●Managed provisioning and lifecycle tracking for iPhones/iPads via AirWatch.
●Assisted in app QA, user education, and enterprise-wide rollout.
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