Seasoned Technology Professional with
years experience in the TechnologySupport Environment, within the
Financial Industry. Creative, resourceful and extremely dedicated to
solving complex business and technical issues. Strong analytical and
leadership skills, with the ability to succeed in a Team Environment.
Strengths and specific expertise includes the following applications: Element Manager, HP Open View, SharePoint,
Citrix, Loan IQ, Active Directory, VM Ware Infrastructure Tools, Automatic
Call Distribution Software; Utilized & Supported Blades
Royal Bank of ScotlandStamford, CT November
ITPC Systems Administration
support for +, onsite and remote users for GBM and ABN Work towards
the resolution of faults, utilizing resources across multiple IT departments
and tools available to me and proactively and reactively chase customer
faults with other resolving teams.
Handled user authentication issues and enforced company security policies
with RSA tokens and administered the database.
standards and proactively update existing information as we as add new
information as required for use in the team Knowledge Base.
HR Meetings for new Hires.
Assisted the SAM
Team with requests management, creating new user accounts and granting
different security permissions to users as requested.
Northrop GrummanNew York, NY April
Remedy Service Desk Manager
Managed a Staff
of Help Desk Support Analysts.
Reports through Remedy detailing types of calls, total call numbers
and resolution time
based on my technical background and strong knowledge of the ITIL Process.
Managed issues through
Remedy utilizing the ITIL Framework.
Liaison to New York
City Representatives and Northrop Grumman's Technical Support Staff.
on Remedy ticketing standards and updates to the staff.
reduction of open incident times by being the Liaison to the RF Engineers,
Systems Administrators and Applications Support Group.
Worked in a Project
meetings with Client to determine project directives.
updating our clients of the progress on resolving issues or changes
that are being implemented.
isolated and analyzed problems using historical database records.
and communicated issues within SLA parameters.
daily Operations Calls.
Citigroup Chicago, IL
End Users as their sole point of contact for technical issues and requests.
Created new user
accounts, giving permissions to their required applications on the server.
Installed and maintained
hardware, Microsoft applications and their operating environments.
Tested and deployed
updates and fixes as needed utilizing Active Directory
or GDS Gold
productivity reports that included a schedule of upcoming Microsoft
Ensured the availability
of applications and assisted in Conflict Management and resolution.
Los Angeles, CA
Client Relationship Specialist
Created new business
opportunities through various community relationships.
Financial Analyst when developing platforms for external clients.
and made recommendations as needed.
New York, NY
Lead Technical Analyst
recognition for being Top Technical Analyst .
Assistance to , Equity, Institutional Sales, Fixed Income &
Foreign Exchange Traders throughout North America. Provided Client Training
for Laptops, Remote Access, and Microsoft Outlook; as it relates to
setting up and using in conjunction with Blackberries.
PC and Unix WS rollouts and moves.
problem resolution to clients.
applications/technical support personnel, project managers, BISO and
GPMS Global Problem Management System Queue, for
status on escalated calls.
Support as the Liaison to the Help Desk Manager Including communicating
changes to the staff, as well as managing the schedule.
and managed PC and Unix Workstations and associated devices within the
Trading Floor Environment.
New York, NY
Associate Technical Analyst
“OneStop” technical support for Citigroup Trading
Floor and Institutional branches.
technical issues affecting the trading floor such as Bloomberg and Reuters
outages, voice communications; proprietary applications such as SiteMinder, single
sign on related issues and Microsoft products.
the Change Management Process utilizing TP.
configured and troubleshoot trading floor equipment.
training through personal desk top visits on how to use Blackberry and
remote access software devices.
Resolved % of
all calls on a weekly basis with over calls per week per person
in onsite training, which includes Unix Fundamentals, Reuters; plus
projects effectively utilizing GPMS and Virtual Tech Systems
New York, NY
Advanced Technology Coordinator
for better communication and coordination of the training programs following
the Citibank/Salomon Smith Barney Acquisition.
aimed at improving internal client satisfaction.
for the Analyst Training Programs.
Created and continuously
maintained the Advanced Technology webbased training calendar website