Experience

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  Apex computer systems, inc.

  Jan 2003 - Jan 2004

  Desktop support technician

  Primary breakfix technician at Gap Inc. Corporate Shared Services Center, responsible for fixing printers, laptops and desktops as well as troubleshooting Microsoft Windows and office issues as well as in house software.

• 

  Gap inc.

  Jan 2004 - Jan 2009

  It business analyst

  Provided technical support for critical financial applications and transactions, resulting in substantial cost avoidance and increased productivity for Gap Inc. financial operations world wide.

• 

  Fidelity investments

  Jan 2009 - Jan 2014

  Senior end user support technician

  Administered senior level operational support for all onsite IT infrastructure, including network equipment, telecom, virtual devices, multi-media as well as desktops, laptops, virtual devices and software.

• 

  Fidelity investments

  Jan 2015 - now

  Operated under ITIL framework as lead technician onsite for large financial firm.Supported large call center remotely and in person.Provided 24/7/365 on-call support for Level 1 switches, servers and AV equipment.Reduced costs by fixing existing equipment, meeting ticket SLA.Reduced risk by focusing on security and ITIL framework. Acting as a liaison between Fidelity Investments and software suppliers, I saved the company over $500,000 by reducing audit risk, enforcing software compliance, and negotiating software maintenance renewals and contracts.

  • End User Support Technician

    Apr 2018 - now

  • SENIOR SPECIALIST - SOFTWARE ASSET MANAGEMENT

    Jan 2015 - Apr 2018