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Title: |
helpdesk consultant
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Location: |
US-New York-New York City
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Work History: |
Hip, New York, NY
Help Desk Analyst Consultant 4/06
Provided Tier 1 and some Tier II hardware and software support to all internal organizations. Specific responsibilities were to support end users through phone, remote access of workstations, or in person. In addition, document problem and change requests, providing a complete and accurate depictation of issues reported into HIPs problem management system (Unicenter Service Desk.)
J.P Morgan Chase, New York, NY
Desktop Support Consultant 4/03-2/06
Hardware & Software Support: Installed, administered, troubleshot and supported hardware infrastructure. Network Administration: Maintained network user accounts, security Win XP rollout, permissions and email accounts. Provided ongoing NT & XP administration.
MORGAN STANLEY, Jersey City, NJ 12/02 3/03
Help Desk Analyst Consultant
Performed level one technical support for firm employees using NT workstations and Windows XP. Maintained trouble ticket database using an application called Service Center. Received and routed all calls to second level technical support. Handled general customer service questions.
PRUDENTIAL, New York, NY 4/01 11/02
Assistant Supervisor
Monitored agents calls and ensured that all calls taken were logged and resolved in a timely manner. Performed routine supervisor duties, i.e. ran statistical reports, agent reviews and follow ups on existing issues. Also escalated issues to the proper groups when necessary. Trained several new hires for helpdesk to learn the "Prudential environment".
Help Desk Analyst
Supported a working environment of over 10,000 Prudential and Wexford branch users global wide using NT workstation and Windows 2000 through phone support. Also worked on projects such as Reuters and Windows 2000 rolled outs. Installed and upgraded software for firm's offsite employees through SMS and RCMD. Troubleshot network connectivity issues including server outages and individual nodes that were unable to connect to the network. Assisted branch and Operation Managers through rebooting NT Application and System servers. Telnet into RISC and COMM servers for maintenance shutdowns when a branch is experiencing power outages. Created user profiles on the NT server and reset passwords on all network servers in a WindowsNT/2000 environment. Used Mainframe apps to perform checks and recycle wire codes, net ids SPU lines, etc. Installed drivers on LAN and personal printers. Followed up on all trouble tickets using Remedy application.
E.S. ORIGINALS, New York, NY 6/00 3/01
Help Desk Analyst Consultant
Worked in an NT Workstation environment of 100 users. Troubleshot problems by means of phone or desktop support. Resolved software and hardware issues. Initiated work tickets through Remedy application for software and hardware analysis. Installed operating systems such as Windows 98 and NT Workstation, as well as any hardware and software that users needed. Wired and check all desk connectivity to ensure proper performance. Installed and configured printers.
NEW YORK ACADEMY OF MEDICINE, New York, NY 6/99 5/00
Help Desk Analyst Consultant
Performed level one technical support for 150 assigned users. Maintained trouble ticket database using application called Tracking. Initiated work tickets for software and hardware analysis. Installed and troubleshot hardware and /or software that were needed by users in order to close work tickets.
ALLIED, New York, NY 3/98 5/99
Help Desk Analyst Consultant
Provided software and hardware support for several networks ranging from 500 to 800 nodes using Novell NetWare 4.11. Maintained trouble ticket database using MRM application. Served as liaison between NT Administration Staff and Technical Support Groups.
YOUNG & RUBICAM, New York, NY 2/97 2/98
Help Desk Analyst Consultant
Provided software and hardware support for firm employees. Supported MS Office and Lotus Notes. Maintained helpdesk database and created call reports for helpdesk supervisor. Received and routed calls to technical support manager.
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Skills: |
MSDOS, Windows 3x, Windows 95/98, NT Workstation 4.0, Windows 2000, Windows XP, Novell NetWare 4.11 and 5, TSO/ISPF Console, RAS, Telnet-RACO, RCMD, Internet Explorer, Netscape, Proficient in Office 97 for Windows 95 and 98, Office 2000/XP, Microsoft Outlook, Lotus Notes, 456a and r5 Software troubleshooting and installation, SMS 1.0/2.0, Dame ware, PC Anywhere, Remote Assistance for Windows XP, Adobe Acrobat Reader 5 and lower, Mainframe applications such as Tcam and Net view, Market Data applications such as Reuter, ILX, ADP Power Partner 2.6.4 and Bridge Station, BOSS 2000/3000, ERA/OFFAD, User/Server Manager for Domains, Tracking Systems such as Remedy, Service Center, Tracking and MRM, VPN Remote access, Ghost application for imaging a PC
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Education: |
Computer Technical Support Program, Katharine Gibbs School
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Endorsements
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Michael has received 3 endorsements.
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Michael has endorsed 0 Members.
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Rank |
Title |
Location |
Status |
Actions |
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9.999 |
Systems Administrator / Technical support |
US-California-Los Angeles |
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Details
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9.177 |
IT Support - 9 yrs experience |
US-New York-New York City |
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Details
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1.003 |
Michael A Era |
US-Nebraska-Omaha |
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Details
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Public Messages
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Date |
Message |
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09.29.07 |
I would like to network with you regarding a position our executive search firm has been retained to fill. It is for a great company in Chicago.
Perhaps someone in your network might be interested in a Senior Exchange Messaging Engineer position. Please see the job description below. Im happy to answer any questions. Feel free to forward on to anyone you like.
Whether this is of interest to you or not, I encourage you to reply with a resume. It would be helpful for us in future searches that might be ideal for your background. Our firm has been in business for 30 years & is a pioneer in diversity. Thank you.
Don McCauley
dmccauley@dgai.com
Position Specification
Title: Senior Exchange Engineer
The Team
Technical Architecture The position is a part of the Research and Development department and fills a senior role in our messaging systems development group. The teams involved consist of managers/staff, Communications Department, Operations, Application Development, contractors, and vendors.
Position description
As a senior member of our messaging R&D department, the candidate will be responsible for maintaining and improving the companys state of the art global messaging environment with some cross platform (Microsoft/Cisco) unified messaging design and support.
The candidate will work with SMTP, Microsoft Exchange Server, Presence, SonicWall, and related email concepts, protocols and methods along with the opportunities to perform major upgrades to our messaging platforms. The candidate will work alongside our Communications department to help design and support our unified messaging environment.
Person
The candidate shall have a broad background in messaging technologies and shall have demonstrated proficiency in the following areas:
Exchange 2003\Exchange 2007
Live Communication server (LCS)\Office Communications Server (OCS)
Mobile Messaging Technologies (Active Sync, BlackBerry, Good Technologies)
Remote Messaging Technologies (OWA, RPC over HTTP)
Anti-Spam Technologies
Anti-Virus Technologies (messaging specific)
Messaging DR best practices
Storage technologies (SANs, FC Switches, HBAs)
Microsoft Outlook 2003/2007
Active Directory
Windows 2003 Server
DNS
SMTP
Understanding the principles of UM (Cisco\Exchange)
Job Responsibilities
The candidate will have the following responsibilities with the potential of expanding:
Researching and developing solutions to meet enterprise wide messaging needs.
Researching, architecting, testing and planning the integration of new messaging technologies and upgrades to existing platforms.
Staying current with new technologies, and industry best practices; particularly those dealing with messaging and storage.
High level maintenance and troubleshooting of the current Exchange 2003 messaging environment based on industry best practices. (Responsibilities include but are not limited to troubleshooting and resolving high level mail routing issues, public folder issues, mailbox issues, Exchange server\services issues; adding\removing messaging servers, configuring servers, services, routing policies, etc., establishing maintenance procedures based on current industry BP).
Maintaining and troubleshooting SMTP internet gateway issues (Currently SonicWall).
Maintaining and troubleshooting Live Communications server 2005.
Establishing DR procedures for all relevant messaging servers. (Exchange, LCS, Blackberry, Good etc).
Maintaining and troubleshooting BlackBerry and Good Technologies servers.
Maintaining and troubleshooting Outlook Web Access \ RPC over HTTP
Maintaining and Configuring EMC SANs and FC Switches.
Working with Communications group to troubleshoot Cisco Unity issues.
Keeping documentation up to date for the messaging environment.
Testing and deployment of upgrades, hot fixes and other updates.
Education and/or Experience
Bachelor's degree in Computer Science or equivalent 7 to 10 years of relevant experience.
Excellent problem solving, written and oral communication skills.
Deep knowledge of SMTP, Microsoft Exchange Server, and related email concepts, protocols and methods are required. |
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