results-driven, solutions-focused and detail-oriented professional desiring a challenging and rewarding project management / help desk specialist role within a dynamic and successfully progressive organization.
ø offer over 26 combined years of solid experience within project management, help desk support, telecommunications analysis, systems administration, network operations, systems troubleshooting, and client relations capacities.
ø proficient at seamlessly blending strong decision-making abilities with solid leadership attributes and successful interpersonal relationship-building techniques, as well as exhibiting exceptional written / verbal communication skills.
ø skillful in setting goals and developing action plans, along with consistently demonstrating outstanding self-reliance toward achieving perfection in all professional and personal endeavors.
ø excel within independent or team-based environments to meet and/or exceed all organizational goals and objectives while contributing intelligent business acumen and sharp troubleshooting abilities.
ø capable of staying focused and maintaining a calm demeanor in high-pressure situations while contributing high quality, diplomatic customer / client services skills, both in person and via telephone.
ø demonstrate dynamic prioritization and time management skills, including quickly identifying and resolving daily problems in a proactive and productive manner while maintaining exceptional personal and professional work ethics.
help desk specialist web-based contacts group
department of education, new york, ny 2004 c 2008
ø maintained responsibility for telephone support for all new york city public schools, district offices, and regional offices utilizing magic 7.5 and active directory via web or telephone.
ø efficiently provided department head with daily reports designed to track help desk productivity, as well as supporting pc and mainframe users by arranging for site analysis planning and configuring.
ø created e-mail accounts for employees; coordinated vendor activities and component ordering utilizing lan; reset passwords for various applications and network access; and provided technical support for pc environments, responding to user problem calls as necessary.
ø provided departmental requirements analysis and developed optimal system specifications and recommendations, along with performing personal computer configurations as a result of needs assessment.
ø successfully troubleshot sna servers, lexmark and hewlett-packard printers, dell pcs, power macs, imacs, emacs, cisco, and asante hubs, and blackberry enterprise, including various software and hardware issues.
the rockefeller group telecommunications services, inc., new york, ny 2004
ø supervised the coordination of all macs for ipc trader turrets and avaya telephone systems, including maintaining responsibility for billing clients per mac orders, as well as overseeing all weekly client meetings.
ryanbeck & company, new york, ny 2003 c 2004
ø successfully provided technical support to over 1,000 users, including effectively operating clone nt / 2000 workstations utilizing symantec s ghost program, while administering windows 2000 network active directory domain.
ø effectively and efficiently installed computers, software, hardware, and upgrades for users, including ip phone suite (79xx) for end users, as well as providing companywide network user support for cisco ipt / unity and in-house and third-party software packages (i.e. bloomberg, reuters).
professional experience (continued)
gruntal & co., llc, new york, ny 1999 c 2002
ø maintained responsibility for the tracking and analysis of communications invoices utilizing peoplesoft, including coordinating all macs and service-related issues for branch offices with third-party vendors, and assisting project management with relocation and expansion efforts.
ø oversaw the management and configuration of all ipc trader turrets, as well as setting up all phones for back office personnel and implementing all voice and data circuits for the trading floor.
ø supervised corporate telephone operators, maintained interoffice directory utilizing branch-based g-net, oversaw wireless usage inventories by management and personnel, and generated monthly reports for management to reduce costs.
ø performed all necessary programming (i.e. macs utilizing lucent pbx g3), as well as troubleshooting and maintaining all hoot and holler equipment, intregratrak and nice logger for trading conversations, and the implementation and management of a mircotel call accounting system for corporate and branch offices.
bt north america, inc., new york, ny 1996 c 1999
ø successfully coordinated all mac activities with corporate trading systems located in the merrill lynch north tower, including processing technology service requests (tsrs) encompassing all trading aspects, as well as overseeing floor requirements relating to company-installed trading systems.
ø ordered, tracked, and coordinated private line / dial tone orders into the system utilizing merrill lynch s mis platform.
ø effectively conducted monthly meetings with clients to provide workload status, as well as accurately updating and maintaining merrill lynch systems and inventories.
help desk supervisor / telecommunications analyst
smith barney, inc., new york, ny 1989 c 1996
ø maintained responsibility for the operations of the help desk within an information services division supporting all corporate capital markets and retail with a budget of $750 million.
ø supervised help desk personnel, as well as appropriately delegated and scheduled daily tasks for completion based on priority levels.
ø tracked and generated pertinent historical reports by circuit, equipment, vendor, and clients, while concurrently producing daily, weekly, and monthly status reports on call volume.
ø successfully handled all communications service requests for an information technology group that supported all corporate headquarter-based units, including trading, research, investment banking, and commodities, located within a $400-million budget cost center.
ø efficiently dispatched capital markets trouble calls to appropriate technicians and engineers, while concurrently acting as an optimal liaison between various departments and vendors.
ø oversaw private line implementations from request to installation, as well as programming moves and changes on system 75 and 85 according to user preferences.
ø effectively generated monthly management reports utilized to analyze communications and expenditures for budgetary purposes, along with providing successful escalation coordination activities between various vendors companywide.
~ additional key employment ~
network operator, pershing (division of dlj), new york, ny 1987 c 1989
i&m coordinator, citibank, new york, ny 1982 c 1987
education and computer skills
extensive coursework in computer science business travel / word processing training
queensborough community college of fine arts associated schools, inc. / barclay career schools
microsoft office • dataease • vtam • tandem • call accounting system • peoplesoft
dell ghost • system 75 • g3 • pc • anywhere remote systems • remedy • magic • ars • blackberry
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