Technical Support Engineer

**** ****** **. • NORTH BRUNSWICK NJ • *****

HM.732-***-**** • CELL 973-***-**** • ******@*******.***

SCOTT HARRIS

SUMMARY OF SKILLS

Developed skills include Technical Support, Datacenter Operations, Application Support, Help Desk and Desktop Support. Experience in both Financial and Healthcare industries.

EXPERTISE

* ACBS * Windows 2000- VISTA *Active Directory * AS/400 * Citrix * Footprints * Swift * Midas * *Blackberry * RSA * Control-M * Netbackup * ITSM7 * BMC Impact Explorer * Software installation *

* MS office * Avaya IP Phones * Dameware * Robot * GMI * MIMIX * Remedy * Heat * Basic Unix * Postini * Novell Netware * LANDesk * Trackit * SMS * Ghost *

EDUCATION

LaGuardia Community College-A.A.S

IBM Learning services - AS/400 Systems Operator’s Workshop

Numara - Certified TrackIT Engineer

EXPERIENCE

Mar 2010 - Present Bayshore Community Hospital

Help Desk Administrator

• Responsibilities include imaging PC‘s, troubleshooting printer issues, hardware configuration.

• Desk side support, print reports, heavy phone support.

• Configuring wireless devices (I phones/Laptops), password resets, account creation (Windows/Novell), access control (Folders/Mailboxes), active directory administration, ticket opening, follow-up and closure.

• Constant service calls on both PC’s and printers, monitoring critical systems, Blackberry support.

• Trouble shooting internet issues, Remote user connection issues and off hour support, Status report writing and software instillation and configuration.

Nov 2009 - Jan 2010 BlackRock

Technical Support/Help Desk Administrator - Contractor

• Installed, configured, and supported of enterprise applications such as Microsoft Office 2000, third-party application software (Adobe Professional and Bloomberg Trading) as well as various in-house proprietary applications.

• Developed and implemented standard operating procedures and customer services guidelines relating to end-user support.

• Imaged, configured, and deployed new or used replaced computers and associated network (also wireless) and hardware.

• Permission shared network folders, assigned and administered both physical and software RSA tokens, created and administered distribution list’s, shared mailboxes and user accounts in both Unix and window’s environments.

Dec 2008 - Oct 2009 Bank of Scotland/ Lloyds TSB

Client Services/EOD Operator - Contractor

• Responsibilities included providing Trade Floor PC/LAN/Market Data (Bloomberg, and Reuterstation) support for onsite end users and remote users.

• Provided support of IT hardware, Software and Networks.

• Troubleshoot, administrated and supported of Windows XP environment.

• Conducted and modified nightly batch job scheduling for AS 400 using Control –M.

• Navigated all PC and Hardware Add/move/change.

• Responsible for investigating and responding to trouble tickets, blackberry administration, daily application and server checks, running and monitoring EOD procedures.

• Responsible for unlocking user accounts as well as password resets.

• PC and Laptop re-imaging.

Jul 1998 - Dec 2008 Credit Suisse

Senior Production Support/Technical Support Specialist

• Provided 24/7 availability of systems services; system reboots including pre and post checkouts, monitor critical financial communication links and production night cycles that run in specified time window.

• Controlled and monitored scheduled and modified batch job streams and failed batch jobs with use of PERL Script or GUI interface Enterprise Manager tools (Control-M\ Autosys\ Net-IQ) for all batch jobs, system processes, communication links running on Mainframe (OS/400 System, AS/400, MVS) to UNIX, Linux and Window server Platforms.

• Acted as an escalation/communication point between Application development teams and Business Units escalating outages as needed.

• Produced deadline reports for senior management.

• Provided training for contracted consultants.

• Maintained procedural Run-book insuring a smooth operational workflow during critical business events.

• Maintained critical backups and restoration operations on SAN/Silo using enterprise management tools (Arcserve and Netbackup).

• Produced deadline weekly and monthly objective reports using Crystal Reports/SQL reporting services as necessary.

REFERENCES

Available upon request.

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