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WORK EXPERIENCE

The Bank of New York Mellon, New York, NY                                              
Senior Associate, Lead Help Desk Analyst.                                            Feb 2011 - Present
Trading Floor Support Help Desk

·                   Field all help desk calls and emails from Traders, Back Office and support personnel. Capture incident information in Remedy system. Work with end users to resolve issues, whenever possible, over the phone. As necessary, assign and dispatch appropriate support analyst to assist users. Engage enterprise support services and coordinate support efforts as necessary. Track and maintain all open ticket’s status and escalate issues, as necessary, until resolution. Communicate with management on issues that are potentiality business impacting.

·                   Manage third party service vendor relationship for printers, multi-functional devices and scanners. Work directly with service vendor to identify and resolve product and service quality issues.

·                   Provide facilities management for core infrastructure services (HVAC, CRAC, electrical, physical plant, furniture, etc.) for Bank trading location. Coordinate with building management company for scheduled and unscheduled services as well as building turnstile access for Bank employees, vendors and guests.

·                   Developed and implemented inventory control system for printer toners, supplies and maintenance kits for sixty plus LAN output devices that resulted in a significant decrease in the inventory of printer supplies.

·                    Unlock accounts and provide password resets for Active Directory and Bank systems users.

New York Community Bancorp, New York, New York                                  
IT Applications Security Department                                                      Nov 2010 – Feb 2011
Applications Security Administrator I

·                   Administered User accounts for applications used throughout NYCB of Banks in New York Metro area, Ohio, Arizona and Florida. Responsibilities included request validation and verification, application account creation, password resets, privilege modification and account terminations.

·                   Provided operational data reports to management.

·                   Documented all incidents in Service Desk Express problem Management System.

·                   Documented procedures and provide skills transfer to newly hired colleagues.

United States Department of Commerce                                                     
Census 2010, Locust Valley, NY                                                              Jan 2010 – Sep 2010
Office Operations Supervisor for Technology

·                   Provided technical support to Local Census Office personnel. Duties include diagnosing
and troubleshooting software and hardware issues including documenting, testing and repair
of Category 5 network cabling.

·                   Supervised daily activities of Technology Clerks. Provide second level support to Technology Clerks and other supervisors. Responsible for planning and execution of all moves, adds and changes for business technology, including PCs, HP Laserjet printers, CISCO VOIP phones, faxes, barcode scanners, fingerprint scanners.

·                   Administrative duties included processing user account requests and activation as well as password resets. Create, update, and resolve Remedy tickets. Work with Regional and National support to resolve production issues.

The Bank of New York Mellon, New York, NY                                     
Global Business Continuity Department                                                 Jan 2008 – Oct 2009
Business Continuity Analyst

·                   Contingency trading floor facility Site Manager.
Assistant site manager for 1300 seat general business recovery center.

·                   Planned, developed, and conducted building wide business contingency exercises for all business units and production locations in the NY tri-state area.

International Capital Markets and Systems Division                               Sep 1996 – Jan 2008
Senior Trading Floor Support Analyst

·                   Provided first and second level support for 400 plus traders, support staff and back office personnel on BNY Mellon trading floors. Systems include desktop PCs, and workstations, printers, faxes, firewalls, cabling, Cisco switches and routers. Reuters and IPC turret phone and switch support, voice recording and playback systems, XP file, print and application servers, Market Data Systems, including Bloomberg, Reuters RMDS and Xtra3000 Dealing. 3000 Systems and EBS and Tradeweb.

·                   Supervised trading floor support daily operations. Created and managed support projects affecting Trading Floor, Back Office. Provided end user Lotus Notes support.

·                   Administrative duties included: Active Directory account creation and administration. Creation and documentation procedures for trading floor support Help Desk. Performed DACS administration. Oversaw server backups and performed data restores, as required. Coordinated with purchasing and Intel planning group to ensure that Trading Floor equipment and systems requirements were properly specified and that orders were properly expedited.

·                   Certified in Bank's ITIL Foundations program.

·                   Electrical and environmental systems SME.  Responsible for coordination of all scheduled and unscheduled maintenance on physical plant systems including UPS, generator, HVAC, fire suppression and water leak detection systems associated with the Trading Floor, and data centers. Developed testing methodology that saved the bank $15,000 per year in expenses for battery run-down testing.

·Business Continuity Coordinator. Assisted businesses in developing relevant disaster recovery plans and test scripts for all critical business systems and processes.  Tested and validated fail-over and fall-back capability of trading environment.

EDUCATION

New York Institute of Technology, Old Westbury, NY
Area of Study: Electrical Technology

MILITARY EXPERIENCE

United States Air Force
Honorably Discharged

References will be provided upon request

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