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Boston, MA 02131
8 years experience W2
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Information Technology
Sep 2019 - present
Boston, MA
Senior Technical Support Specialist (Contract)
  • Provide support to 30 people remotely using RDP, by phone, and in person
  • Migrate 80 desktops and laptops from Windows 7 to Windows 10 in a three month period
  • Configure, maintain, and troubleshoot Turrets and workstations for Traders, Equity Sales, Holt Research, and Fixed Income teams
  • Work with conference bridge team to set up meetings on Tandberg equipment as well as Cisco Webex equipment and ensure that the meeting begins and ends without issue
  • Take on up to 20 tickets per day that are submitted through ServiceNow, ranging from issues with Outlook, smart cards, skype mobile, accessing work email on Blackberry Work, and Bloomberg
  • Responsible for managing the technical inventory and updating the inventory in HP Asset Management
  • Configured, tested, and deployed five workstations and turrets for Disaster Recovery testing before the start of the COVID-2019 lockdown
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Information Technology
May 2018 - Sep 2019
Boston, MA
Technical Support Specialist
  • Maintained and configured new user accounts in Active Directory, Exchange and Office 365, and Avaya
  • Provided support to 100 people remotely using DameWare, in person, and by telephone
  • Maintained and updated content for SharePoint site regarding company events and documentation
  • Resolved at least 10 tickets submitted through Samanage each day, ranging from troubleshooting issues with Citrix, the Sonos Music System, to application issues with sales software
  • Assisted my team with migrating 100 employees from Windows 7 to Windows 10 in four months with a PowerShell Script
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Information Technology
Apr 2017 - Apr 2018
Boston, MA
QA Tester & IT Support
  • Used SharePoint to maintain an accurate inventory of Office 365 accounts, company servers, virtual machines, networks, and computers, software licenses and keys
  • Assisted in manually testing new software releases on multiple Virtual Machines as well as local computers and assisted in code signing before releasing software to clients
  • Spawned, automated, and managed 42 Virtual Machines (CentOS and Windows) at scale in VMWare EXSi, ZenServer, and Proxmox
  • Configured and troubleshot multiple levels of infrastructure, including Virtual Machines, Servers, VPN, Outlook, Active Directory, and anti-virus to enable unicast and multicast communication
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Jun 2016 - Oct 2016
Boston, MA
Desktop Support Tech (Contract)
  • Provided support in person, via phone, and via Bomgar to 1000 end users throughout the northeast region
  • Resolved up to 20 tier 2 tickets submitted on ServiceNow daily ranging from email issues on mobile devices, issues accessing Citrix, issues with wireless printers, and recovering data from hard drives
  • Set up laptops with a Windows 7 image for employees and contractors using Universal Imaging
  • Deployed and managed iOS and Android mobile devices as well as email, apps, and MDM (Mass360)
  • Configured softphones on employees' laptops using Cisco Unified Provisioning Manager
  • Managed inventory and imported mobile device and computer data into ServiceNow
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Information Technology
Feb 2016 - Jun 2016
Boston, MA
Associate Kiosk Operations Engineer (Contract)
  • Used MDT to apply client's OS image onto Kiosks and conducted pre and post deployment kiosk sanity testing to ensure performance met SLA standards
  • Shipped Kiosks to client locations and worked with the client's IT team to configure the necessary ports and to configure the firewall so that the kiosks would function as expected
  • Wrote PowerShell scripts to update software on Kiosks and used SiteRemote to schedule the scripts to run during off hours and in the background to minimize downtime
  • Monitored kiosks remotely using LogMeIn & SiteRemote, ensured the kiosks up time met the client's SLA requirements and worked with the client's POC to bring offline kiosks back online
  • Resolved 30 level 2 support desk kiosk tickets per day submitted through Jira and SpiceWorks
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Information Technology
Oct 2014 - Jan 2016
Cambridge, MA
IT Support Specialist
  • Resolved up to 20 tickets submitted via Zendesk, in-person, and via TeamViewer on a daily basis
  • Supported 200 end users as well as Windows 7, 8, 8.1, and 10 as well as Mac OS computers
  • Supported and deployed iPads and Android Tablets for sales and marketing conferences
  • Responsible for maintaining an accurate inventory of hardware and software licenses
  • Managed the firm's VoIP systems, Salesforce accounts, Office 365 accounts & Google Apps for Work
  • Created Salesforce reports for the sales director and the CEO to assist in monitoring the sales team's KPIs
  • Created and executed MySQL queries on an Ubuntu Server to generate data for online invoice links
  • Edited HTML, CSS, and JavaScript on publications before submitting them on Pubmed Central
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Sep 2013 - Oct 2014
Boston, MA
Technical Consultant
  • Created & executed over 100 automated test cases with UFT, ALM, XML, MS Excel, MS Access, and VB scripts to test more than 800 links in 3 different bank account creation portals twice daily to confirm they met or exceeded expectations and reported results of the tests to management on a daily basis
  • Assisted in user acceptance testing by testing retail banking applications and finding and reporting software defects before the software was released to retail bank locations
  • Provided tier 1 & tier 2 support to over 500 end users & resolved up to 15 tickets per day submitted via Remedy, ranging from issues with IIS, SQL, Linux, & Unix servers to reprocessing failed server processes
  • Wrote PowerShell scripts to search for duplicate IP addresses on SQL 2008 and 2012 servers as well as Unix and Windows Servers
  • Assisted with the Change Management Process by implementing upgrades and changes on test and production servers during non-business hours with various Business Units and ensuring that the changes were implemented successfully
  • Updated and added documentation in OneNote for over 100 applications, databases, and servers with information obtained from previous incidents and resolutions
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QA Tester
Information Technology
Aug 2013 - Mar 2014
Boston, MA
Quality Assurance
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Non-cloudteam Skill
Information Systems
Suffolk University 2008
Minor: Economics and German Studies
Quality Assurance