PROFESSIONAL SUMMARY
Senior Desktop Support Engineer with extensive hands-on experience supporting enterprise and financial-services environments, including MSP and high-pressure trading-floor clients. Strong expertise in Microsoft 365, Intune, Azure/Entra ID, Active Directory, SCCM, Tanium, ServiceNow, Windows 10/11, and remote and in-person user support. Experienced in white-glove and executive support, complex troubleshooting, endpoint management, software deployment, and technical documentation. Known for providing responsive, customer-focused support while maintaining strong SLA and service-quality standards.
PROFESSIONAL EXPERIENCE
IT Solutions & Managed Services Provider | Service Delivery Engineer 2 (Senior Desktop Engineer) | December 2015 – June 2026
- Provided white-glove remote and in-person desktop support for enterprise clients, managing tickets through ServiceNow and Jira while maintaining SLA and customer satisfaction.
- Utilized Tanium and SCCM for endpoint monitoring, security management, vulnerability remediation, and software deployment across laptops, workstations, and servers.
- Administered user identities and access controls through Microsoft Entra ID and on-premises Active Directory, including account provisioning, security group management, folder permissions, application assignments, and Group Policy enforcement.
- Managed laptops and mobile devices through Microsoft Intune, monitored device compliance, generated weekly compliance reports, and proactively communicated with users to resolve compliance issues.
- Configured and optimized virtual machine resources (CPU, memory, storage) and implemented role-based access controls to ensure secure and efficient resource allocation.
- Collaborated with vendors to diagnose and resolve complex hardware and software issues for desktops, laptops, and servers, minimizing downtime for critical business operations.
- Developed and published comprehensive technical documentation and knowledge base articles in the ServiceNow portal, improving team efficiency and accelerating onboarding processes.
Financial Services Firm | Desktop Support Engineer (Level 2-3) | August 1999 – October 2015
- Delivered superior customer service through phone, in-person, and ticketing system support on a high-pressure trading floor, maintaining timely ticket resolution.
- Provided advanced Level 2-3 support for trading floor users, including hardware, software, and critical market data systems such as Bloomberg, Reuters, CQG, TT, and Fidessa in a fast-paced financial environment.
- Installed, configured, and troubleshot specialized trading applications including Currenex, FX Integral, UBS Trader, LME Select, and Metals Edge, ensuring seamless trading operations.
- Led Active Directory migrations and managed user accounts, profiles, and implemented robust file and folder permission structures aligned with enterprise security policies.
- Performed operating system imaging and deployment using Altiris and Norton Ghost across Windows platforms for hundreds of desktops and laptops.
- Configured and supported core network services including DNS, DHCP, WINS, RAS, and VPN solutions, enabling secure remote access for users.
TECHNICAL PROFICIENCIES
Hardware & Infrastructure: Desktop PCs, Laptops, Servers – HP, Dell, Lenovo, Compaq, IBM
Printers & Scanners: HP, Brother, Lexmark, Ricoh, Xerox
Microsoft & Cloud: Microsoft 365, Microsoft Entra ID, Azure, Intune, Azure Virtual Desktop, Microsoft Exchange, Microsoft 365 Admin Center
Endpoint & Systems Management: SCCM, Tanium, Active Directory, Group Policy, Windows 10/11, Windows Server 2003-2019
Virtualization & Remote Access: Citrix Workspace, Remote Desktop Services, VPN, Cisco VPN, GlobalProtect
Ticket Management: ServiceNow, Jira
Applications: Outlook, Teams, OneDrive, Microsoft Office, Adobe Acrobat
Networking: DNS, DHCP, WINS, RAS
Mobile & Apple: iOS, Android, macOS
Security & MFA: Okta, Microsoft Authenticator, Duo, Google Authenticator
Trading Systems: Bloomberg, Reuters Eikon/Kobra, TT, Fidessa, CQG, EBS, Currenex, UBS Trader
EDUCATION & CERTIFICATIONS
Bachelor of Science in Computer and Information Science | College | 1997
Microsoft Certified: Azure Administrator Associate (AZ-104)
Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
CompTIA Network+ (N10-006)
Microsoft Windows Server 2012 R2 – Exams 70-410 & 70-411
