• Jan 2023 - Present

• Jan 2022 - Present

Information Technology Office Manager

• Oct 2021 - Dec 2021

IT Specialist

• Apr 2019 - Sep 2021

Field Support Engineer -@ European Central Bank

• Jul 2018 - Apr 2019

Act as an escalation point and initial contact for customer support requests pertaining to the firm’s applications and hardware • Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems. • Diagnoses and repairs mechanical, hardware, software and system failures using established procedures. • Develop a thorough understanding of firm’s applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications • Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports. • Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services. • Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems • Experience providing Imaging of Laptops and Desktop PC’s • Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment. • Act as “Smart Hands” for engineering teams as needed • Assist with mobile phones and 3G cards set-up, review, maintenance and troubleshooting • Deliver coaching to peers when necessary • Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments • Ability to support video, audio and web conferencing through PC and VC units. Show less

IT Desktop Support @ European Central Bank

• Jul 2014 - Jul 2018

• Log all reported Incidents/Service Requests in a clear and concise manner in MARVAL ITSM system in line with the ITIL framework and ISO 20000 standards. • Provide first line support on rotation and out-of-hours. • Manage Major Incidents on a rotating basis, following processes to resolve outages of business critical systems. • Support Windows 7 end user environment. • Manage accounts in Active Directory and a variety of proprietary systems. • Manage software installations, removals and updates in Microsoft SCCM (2007/2012R2). • Support and resolution of Bitlocker encryption issues reported by users. • Creation, configuration and ongoing support of virtual machines via VMware vSphere Client. • Manage mobile devices (Blackberry and iPhone/iPad) via Blackberry Enterprise Server and GOOD Mobile Device Management console. • License management following approved procedures. • Support VPN and Citrix teleworking solutions. • Support Microsoft Office suit applications. • Manage accounts in SAP system. • Manage system adherence to security policies in Sophos Enterprise Console. • Administration of RSA tokens for remote access. • Resolve any hardware or software problems related to laptops, workstations, screens, printers and various types of peripheral devices. • Create and optimize documents, processes, and tools as needed. • Provide on-going recommendations for service improvement. • Participate in different projects (e.g. Windows 7 migration, MBAM/Bitlocker initial Installation and configuration, Cisco WebEx testing, new hardware devices tests,) and training activities (emergency failover exercises, training of staff and new team members). Show less