RESUME DETAILS

Career Objective:
An information technology or help desk management position that will utilize previous experience and skills to meet business objectives.

Professional Experience:

Landesbank Hessen-Thüringen (Helaba), New York City
June 2002 -- Present
Senior Network Administrator Tier II
• Provide Level I-II support for 100 users
• Maintain network functionality for 500+ assets
• Responsible for the inventory of all assets and the troubleshooting of servers, desktops, laptops
• Support and train users on proprietary programs as well as Blackberry, VPN remote
• Implemented a problem tracking system
• Phased in a Service Level Agreement for technical issues
• Document known fixes for problems encountered

Logical Design Solutions, New York City
July 1999 -- May 2002
Network Administrator Tier I-II
• Maintained network functionality for 600+ assets in 3 offices (NY, NJ and DC)
• Provided on-call network technical support assistances for 250+ users
• Built network cables, configured and setup computers, peripherals for all users
• Participated in infrastructure rollouts for Windows XP
• Troubleshooted all desktop, laptop and network related issues
• Responsible for inventory of both hardware and software components
• Re-configured the wiring closet for the Local Area Network in New York
• Installed and configured proprietary software and hardware

Chase Manhattan Bank, Brooklyn, NY
Dec 1997 -- July 1999
Help Desk Manager (Y2K Project)
• Managed one team of 6 telephone technicians and three teams of 20 road technicians
• Trained technicians on Chase proprietary software for Y2K project
• Acted as liaison with network operations, QA and software developers
• Provided special 24x7 assistance for London, Tokyo and Hong Kong offices
• Lead contact for top tier clients

Courtroom Television /AMERICAN LAWYER MEDIA, New York City
Jan 1997 - Dec 1997
LAN Administrator
• Managed roll-out of new PCs with Windows 95 / Outlook for 400+ users
• Provided technical support for hardware and software issues
• Provided LAN administration support on Novel 3.12, Exchange Server and NT4
• Supervised the distribution of all laptop/desktop computers
• Maintained backups of all servers

Counsel Connect / AMERICAN LAWYER MEDIA, New York City
Nov 1992 - Jan 1997
Help Desk Manager
• Managed Customer Service, Technical and Telemarketing departments
• Expanded Help Desk from 3 support analysts with 1,700 clients to three
departments, 20 staff members and 54,000 users in three years
• Implemented a fourth Service Desk which provided e-mail support 24x7
• Monitored and prioritized, call queues / trouble tickets for help desk
• Developed and implemented a problem tracking system (Magic Solutions) program for the Help Desk
• Served as the main liaison and point of contact for top tier customers
• Interacted with sales department personnel for new accounts and traveled to new clients for implementation meetings
• Acted as liaison with computer network operations service
• Supported 12 regional offices, resolved problems and executed special requests

Technical Background:

Software: Windows Server 2003/2000/XP/, Microsoft Office Suite 2007/2003/XP/2000/97, Mac OS x Server and Desktop OS, Exchange 2003 Admin, VBscript, Visio, Symantec KVS Vault, Acrobat Professional 6.0-8.0, VMware Infrastructure 3, SMS 2.0, VMware ESX Server. Lotus Notes, Citrix MetaframeXP and Presentation Server 4, Norton, McAfee Anti-Virus. Terminal Services. Ghost and Enterprise Vault, Veritas Backup Exec 8/9/10/1 1d, VNC, Outlook 2003. TrackIt! and Remedy ticket tracking. Blackberry Server administration (BES 4.1).

Certifications / Awards

• CompTIA Hardware and software Certification (A+)
• CompTIA Security Certification (Security+)
• CompTIA Certified Technical Trainer+ (CTT+)
• Microsoft Certified Professional (MCP)
• Certified Wireless Network Administrator (CWNA)
• Certified Citrix Administrator (CCA)
• Certified Checkpoint Firewall Security Administrator (CCSA)
• Bloomberg Technical Certification (BTTC)
• IT Service Management (ITIL V3)
• Apple Certified Support Professional (ACSP)
• Apple Certified Technical Coordinator (ACTC)
• Trained in Cisco Routers/Switching (CCNA)
• Trained in Ethical Hacking and Countermeasures (CEHv5)
• Trained as Computer Hacking Forensic Investigator (CHFI)
• Trained as System Security Certified Practitioner (SSCP)

EDUCATION: Raritan Valley College, Business Administration Somerville, NJ - 1984
Villanova University Master Certificate in IT Security 2006

CITIZENSHIP/ LANGUAGES: US Citizen / Fluent in French and Italian

ACHIEVEMENTS: Service Employee of the Year, LDS Inc. 2000, 2001 and 2002
Paris Marathon April 2001

Certifications
A+, Security +, MCP, CWNA, CCA, ACSP, ACTC

CONTACT DETAILS

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