Senior IT Support Analyst for Trading Floors

Vincent Smith

**** ********* ******, *******, ** 77004

Phone: 832-***-****

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

SENIOR IT SUPPORT ANALYST

Senior IT Support Analyst with 15+ years of experience delivering service desk support for trading, banking, and enterprise systems in high-demand, business-critical environments. Skilled in troubleshooting desktop, application, and system performance issues; building and maintaining VDI environments; and executing OS patching and vulnerability remediation to strengthen security compliance. Proven track record supporting trading floor technologies and voice systems, managing user access and asset inventory, and collaborating with global teams to resolve incidents while minimizing downtime for executive-level users.

CORE SKILLS

•Systems: Windows 10/11, Windows Server, macOS, VDI environments

•Identity & Access: Active Directory (user account management), access control, Microsoft 365 / Outlook

•Security & Compliance: OS patching, vulnerability remediation, security compliance, asset inventory management

•Trading Floor: Trading floor technologies, voice systems, start-of-day / end-of-day procedures

•Support Tools: ServiceNow (ticketing), Remote Desktop

•Hardware: Dell, HP, Lenovo, printers, mobile devices, AV systems

•Networking: TCP/IP, DNS, DHCP, VPN, wireless troubleshooting

•Capabilities: Senior Support, Imaging & Deployment, Troubleshooting, User Training, Global Team Collaboration, Ticket Documentation

PROFESSIONAL EXPERIENCE

Senior Trade Floor Support Engineer — Oil/Gas

Pilot Company PTC — Houston, TX 2023–2026

•Delivered day-to-day service desk support for trading, banking, and enterprise systems, minimizing downtime for high-priority trading floor users

•Built, configured, and maintained VDI environments, desktops, laptops, and mobile devices to support trading floor operations

•Executed start-of-day and end-of-day operational procedures, ensuring trading systems were fully operational ahead of market open

•Supported trading floor technologies and voice systems, resolving critical issues under tight time constraints

•Managed user accounts, access control, and system configurations in alignment with security compliance standards

•Performed OS installations, patching, and vulnerability remediation across desktop and VDI fleets

•Maintained Windows and VDI images and managed asset inventory for trading floor hardware

•Collaborated with global IT teams to resolve incidents and uphold security compliance requirements

Senior Desktop Support Engineer

Randstad / IBM / Motiva — Houston, TX 2017–2022

•Resolved Tier 2–3 technical issues across desktops, laptops, printers, and mobile devices, sustaining productivity for end users

•Triaged and responded to tickets via phone, email, and in-person support, meeting service level targets

•Imaged, configured, and deployed systems for new and existing end users

•Documented incidents, resolutions, and procedures in the ticketing system to support knowledge continuity

•Supported high-priority users in fast-paced, business-critical environments

Senior Desktop Support Engineer / Client Support Lead

Bankers Life — Houston, TX 2016–2017

•Delivered hands-on support for Windows and mobile platforms across the organization

•Troubleshot hardware, software, and connectivity issues to restore service quickly

•Provided clear technical guidance to non-technical users, improving self-service resolution

Senior Desktop Support Engineer / Asset Management Lead

Fayez Sarofim & Company — Houston, TX 2014–2015

•Delivered white-glove support for executives and financial professionals

•Supported critical trading and research applications, including FactSet, Bloomberg/Office Suite, Excel Mark View, and ICE Chat

•Managed asset lifecycle, licensing, and compliance across the technology fleet

•Served as escalation point for complex technical issues

Senior Desktop Support Engineer / Enterprise Support Lead

NRG / Reliant Energy — Houston, TX 2008–2013

•Delivered Tier 2–3 support across enterprise users, achieving an 89% first-call resolution rate

•Maintained SLA performance for critical incidents across a 20,000+ user enterprise

•Led imaging, deployment, and system upgrade initiatives

•Reduced hardware costs by 25% and improved asset tracking efficiency by 40%

CERTIFICATIONS

•Microsoft Certified Professional (MCP – Desktop & Server)

•AI Certified Cybersecurity Prompting Engineer

•ISC2 CC Certified Cybersecurity

KEY ACHIEVEMENTS

•Supported trading floor and VDI environments for high-priority, business-critical users

•Supported 20,000+ enterprise users

•89% first-call resolution rate

•25% cost reduction in hardware procurement

•40% improvement in asset tracking efficiency

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