Desktop Support Tech
Resume:
Alex B Lee
****@********.**
Executive professional that leverages skills and perspective to deliver world class service to the highest levels of Firm management, Operating Committees, and Boards of Directors with white glove proficiency. Adept at facilitating workflow throughout complex systems and business interactions that support progressions of change and growth. Expertise in public speaking, reading, forum moderation and training.
Experience
Morgan Stanley 5/21 – 12/25
Executive Services Technology Support
§ Supported and recommended tools and processes for the Executive Service Team
§ Effectively hosted calls with senior members of the Firm, translated complex technical problems, and developed quick response plans to deliver technology solutions
§ Coordinated deliverables of technology service offerings available via the firm (procurement, multimedia, mobile, telephony, etc.)
§ Served as a liaison with global IT service teams in support of senior management for ongoing meetings and conferences
§ Directly supported the C-Suite, Operating Committee, Global and US Banks Board of Directors with personal and firm issued technology
Taro Pharmaceuticals 11/19 – 12/20
IT Service Delivery Associate
§ Advised user community and internal customers on IT solutions to improve workflow
§ Defined and delivered client facing system strategies to facilitate business performance
§ Monitored, measured and reviewed systems for redundancy and DR health
§ Worked with third party service providers, leveraging and managing supported resources DBI 5/19 - 10/19
IT Consulting agency
§ Prioritized and scheduled user tickets as reported
§ Performed post-resolution follow-up communications (calls / emails / ticket updates)
§ Developed self-help sheets and FAQ documents for end users as well as technical and policy manuals for the team
§ Resolved level 1 issues for daily IT support
§ Managed users through Windows 7 to 10 migrations Tronox 10/13 – 4/18
Infrastructure Support Analyst
§ Deployed and configured Cisco Unity VM telephony
§ Administered one on one and group training sessions for O365 features
§ Monitored and managed hardware & software upgrades, changes and implementations
§ Routinely executed moves, adds, and mobile device changes
§ Escalated repairs and trouble orders for outages and conference room redesigns Skills & Education
Certified Help Desk Professional A+ Certified Technician Working knowledge of Windows 7, 10, 11. Microsoft Office 2007 through Office 365. Remote Access via VPN and Citrix; Basic working knowledge of network switches and routers. Independent analysis and strong problem-solving skills. Strong customer service and communication skills with a focus on rapport-building, listening and questioning skills. Support real time communication technologies (Video Conferencing, VoIP, Web Conferencing). New user onboarding. Market Data Support (Bloomberg Terminal, Keyboards, B-Unit support). Vendor escalation and management to monitor, maintain and deliver solutions. Familiar with ITIL change management processes. Ticketing systems (Service Now). Gibbs College - Computer Technical Support Certificate 6/00-6/01 STI Knowledge Online Training - Certified Help Desk Professional 2002 Global Knowledge - A+ PC Technical Boot Camp 2002
Summation
"Conscious ignorance, if you can practice it, expands your world; it can make things infinite" The Bed of Procrustes - Nassim Nicholas Taleb
As a creative minded IT professional, I have found myself returning to this mantra repeatedly. In my years of experience assisting c-suite management navigate a wide array of technology challenges, it has been critical to approach each new circumstance as an opportunity to quickly assess and deliver. The
‘conscious ignorance’ has aided me with remaining open minded to avoid defaulting to the trap of prior knowledge.
Who I am:
A considerable part of my development is due to an ongoing commitment to, and active involvement in a rigorous literacy and study program that I have been volunteering in both as a student and subsequently as trainer for the past 20+ years. This has aided me in concision of thought and expression, extemporaneous speech, and public speaking tactics that allow me to collate and express ideas in a highly palatable manner. In addition to these volunteer activities, I am currently further developing a sophisticated interactive engagement product that enhances esthetic experiences and assists with art and other cultural appraisals. I oversaw the formulation of the idea, developed it into a tangible metric with a written approach and then subsequently activated its use with buy-in from several arts organizations and attendees. This speaks to my ability not only to develop original ideas and content, but also to deliver with persuasion to consideration of new approaches and ideas that may have been unfamiliar prior. What \ where:
My most recent experience as part of the Executive Support team at Morgan Stanley has allowed me to leverage my skills and perspective to deliver world class service to the highest levels of Firm management and Board of Directors on a regular basis. I have been supporting in this capacity for the past 5 years and have thoroughly enjoyed exposure to the complex systems and business interactions that keep the Firm running smoothly through all manner of change and growth. One of the key concepts I like to focus on in my role is that of workflow. I define that as the ability to perceive the imperfect nature of technology to be used to deliver results; with those results adding to and enhancing how we get our jobs done. Oftentimes the layers of technical solutions can easily become redundant – so a clear mind towards simple solutions to affect the desired outcomes are critical to enhance how we actually work with and engage technology to our advantage.
Examples:
Proof of concept for the National Academy of Design https://www.linkedin.com/posts/alex-l-54833a12a_proof-of-concept-for-the-national-academy-activity- 7406312624789037058-rfRF?utm_source=share&utm_medium=member_desktop&rcm=ACoAAB- 6vYgBrUEopssczr7mqPFPwPIwdyNIk8E
Original concept – design and writing credits
https://www.linkedin.com/posts/alex-l-54833a12a_the-alphafly-art-stroll-activity-7287521898920370176- 66Fe?utm_source=share&utm_medium=member_desktop&rcm=ACoAAB-6vYgBrUEopssczr7mqPFPwPIwdyNIk8E Writing sample
https://www.linkedin.com/posts/alex-l-54833a12a_original-interestingread-author-activity-6577962628704985088- oHuY?utm_source=share&utm_medium=member_desktop&rcm=ACoAAB-6vYgBrUEopssczr7mqPFPwPIwdyNIk8E What this means for you:
Quality communication, clear minded vision, exceptional presentation. Wide ranging experience and interests resulting from active exploration and mindful discovery. I have acquired a breadth of skills that will aid any business unit in attaining success.
Alex B Lee
****@********.**
Contact this candidate