My resume

Software (PC) Windows, DOS MSOffice/Outlook FrontPage IE, Netscape, Firefox Adobe Acrobat Sun Java, Active X Reflections, Exceed Citrix ICA Client Terminal Server Avistar Windows Media, Real IRC, AOL, MSN IM MindAlign/Marimba FTP Clients Sybase/Oracle Clients Cisco IPTV Procomm Plus cc:Mail, LotusNotes   Market Data Bloomberg Reuters   Project Management ITIL Certified PMM   PDA/Laptops IBM Thinkpad Blackberry Windows Mobile Palm PocketMirror Activesync Intellisync Wireless Technologies   Virus Scanning MacAfee Symantec Kaspersky   Protocols / Services TCP/IP DHCP DNS/WINS SCG/Extranet BlackIce   Call Center Remedy CustomerQ Symposium

Systems Integration Analyst / Desktop Support Specialist Technologically sophisticated IT Support & Training Specialist with hands-on experience in project lifecycle management for technical and intranet applications, and workgroup support. Proven desktop and network troubleshooting skills in financial enterprise environments. Expertise in:   Help Desk and Hardware Support Desktop Support Specialist Systems Upgrades / Remediation Metrics Reporting and Analysis Root Cause Analysis Escalation Tracking / Resolution Professional Experience Perot Systems / UBS Investment Bank Account Stamford, CT June 2001 – present Systems Integration Analyst Maintain operational stability by ensuring service delivery within predetermined SLA's. Support other technical teams as well as end-users in Investment Banking, Equities, Fixed Income, Foreign Exchange, Prime Brokerage and Wealth Management. Share technical expertise and research to colleagues and other functional groups via electronic documentation and forums. Assist with the hiring, mentoring, and training for consultants on multiple projects. Identify trends, analyze metrics, and track root cause issues to solve recurring problems. Research, recommend, and test solutions to increase efficiency and maximize production in the environment. Remediate end-user software and equipment as scheduled by the project management group. Travel to remote sites including Boston, Los Angeles, Atlanta, Tennessee, Nashville, and Toronto as needed, while providing daily remote support. Support Disaster Recovery initiatives and intra-office moves. Perot Systems / UBS Warburg Account Stamford, CT December 2000 – May 2001 Outlook 98 Migration Assisted with the deployment of approximately 600 workstations and 20 laptops from cc:mail to Outlook within Equities. Liaised with the client, the TSC, and Desktop Support to track the progress of the rollout as well as share bugs. Trained and scheduled trainings with the executives and administrative assistants on the Stamford Trading Floor. Perot Systems / Warburg Dillon Read Account Stamford, CT May 1999 – December 2000 Senior Call Center Specialist Acted as immediate advisor to all call managers, i.e. technical, routing, and infrastructure issues including general guidance and quality assurance. Took the lead on various projects, status reporting for metrics and measurement. Liaised with other functional teams and TSC regarding various projects, emerging technologies, new technology implementation, new policy and procedure. Trained and mentored call managers and assisted with the on-boarding process. Serviced a 40,000 end-user enterprise environment worldwide handling 1400 calls with an 80% first-touch, resolution rate on average per month.   Education University of Connecticut  Stamford, CT