Over 15 years of IT Experience
Gaston Desir
Distribute Desktop Team Leader
New York,NY
Summary
Adept at project management, process improvements, and team leadership. Proficient in coordinating with internal teams, vendors, and clients to achieve business and technology goals. Expertise in the Financial and Fashion IT industries, offering backup and restore data loss expertise, configuring & troubleshooting Windows 7, 10, and Office 365 environments, and utilizing PowerShell scripts to enhance manual desktop support processes. Known for delivering high-end technical support to C-level executives and traders in the Capital Markets divisions. Experienced in Office 365 management and administration for entire companies and corporations. Demonstrates strong leadership and team-building skills, providing white-glove service to all clients supported.
Overview
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Work History
Distribute Desktop Team Leader
SMBC Capital Markets, Inc
11.2021 - Current
- Market Data Integration and Support: Enhanced support systems by managing critical market data providers, including Bloomberg and Eikon Reuters, ensuring reliable access for traders and financial analysts.
- PowerShell Automation: Developed and implemented PowerShell scripts to streamline manual support tasks, reducing resolution time by 30% and optimizing desktop support processes.
- Leadership for Developed team members : skills through targeted coaching sessions, resulting in improved individual performance.
- Intune Management for Device Compliance: Led the deployment and management of devices through Microsoft Intune, ensuring compliance and security across all user endpoints within the Capital Markets division.
- Asset Management and Procurement: Oversaw the procurement and asset lifecycle management, ensuring alignment with business needs and budget, while adhering to strict compliance and asset tracking processes.
- ITIL-Aligned Process Development: Established ITIL-driven processes to improve incident response and escalation, reducing critical issue resolution times by 20% and increasing overall team efficiency.
Principal Consultant
Genpact Headstrong Capital Markets, Credit Agricole
2 2020 - 11.2021
- IT Support for Trading Floor: Provided high-level IT support for Bloomberg and Eikon Reuters, maintaining uptime for real-time trading.
- Intune Device Management: Standardized device policies and ensured secure access through Intune.
- Efficient Asset Oversight: Managed procurement and asset tracking for hardware deployments, supporting business continuity.
- ITIL Standards Implementation: Enhanced IT service management, leading to a 25% increase in service efficiency.
Media and Technology II
HBO
07.2019 - 02.2020
- Windows 10 Migration: I played a crucial role in planning and executing the
- Windows 10 migration, ensuring a seamless transition to the new operating system across the organization
- IT Platform Security: I diligently supported local IT platform security, implementing measures to safeguard critical data and systems for a seamless media and technology environment
- Page 2 of 6
- Compliance Adherence: I ensured strict adherence to organizational standards and practices, contributing to the overall compliance efforts and mitigating potential risks
- IT Service Ticket Management: I efficiently managed IT service tickets, addressing and resolving end-user issues promptly to maintain smooth operations and user satisfaction
- End-User Support: As a reliable resource, I provided comprehensive end- user support, offering technical assistance and guidance to users of varying technical backgrounds
- IT Project Implementation: I actively participated in IT project implementations, contributing to the successful execution of various technology initiatives to enhance HBO's media and technology capabilities.
Service Desk Engineer
Align
07.2018 - 07.2019
- Tailored Support for Hedge Funds and Financial Institutions: I provided specialized IT support to meet the unique needs of hedge funds and financial institutions, ensuring optimal functionality and seamless operations for their critical systems
- Excellent Customer Service: My commitment to delivering prompt, courteous, and empathetic support earned appreciation from clients for exceeding their expectations
- Comprehensive Troubleshooting: As a skilled troubleshooter, I confidently tackled diverse IT challenges, resolving desktop, software, and hardware issues with precision and efficiency, critical to supporting fast-paced financial environments
- Cloud Solutions Exploration: I played a key role in exploring and implementing cloud solutions for financial clients, enabling them to leverage cutting-edge technologies securely
- Web Application Troubleshooting: I actively participated in troubleshooting web application issues, effectively identifying root causes and implementing targeted solutions to enhance user experiences for financial professionals.
IT Global Support Analyst
New York University
05.2017 - 07.2018
- Provided comprehensive end-user support, ensuring optimal functionality and accessibility of IT services within the online classroom portal
- Troubleshot and resolved diverse network issues, addressing connectivity problems and server disruptions to minimize downtime
- Acted as an escalation point for complex user issues, swiftly resolving challenging IT incidents and requests
- Proactively monitored and maintained the online classroom portal, preventing potential technical issues
- Provided on-site support, delivering personalized assistance and building strong rapport with users
- Actively participated in training sessions, continuously enhancing technical knowledge
- Contributed to the IT knowledge base, creating user-friendly support documentation
- Realogy
IT Support Specialist
Realogy
10.2016 - 3 2017
- Provided remote technical support to end-users, promptly resolving a wide range of IT-related issues, including software applications, hardware devices, network connectivity, and system errors
- Delivered exceptional customer service, displaying patience and empathy while addressing user concerns and taking ownership of issues until resolution
- Documented all support interactions in the IT ticketing system, accurately prioritizing and managing support tickets to meet service level agreements (SLAs)
- Assisted users with software installations, configurations, and upgrades, providing clear and concise instructions to enhance their understanding and proficiency
- Troubleshot issues related to common business applications, such as , Office Suite (Word, Excel, PowerPoint, Outlook), collaboration tools, and internal proprietary software
- Diagnosed and resolved hardware-related problems for desktops, laptops, printers, scanners, and other peripherals
- Troubleshot network connectivity issues, assisting users with Wi-Fi setup, VPN access, and other network-related concerns.
Technical Consultant
Robert Half
03.2016 - 01.2017
- Windows 10 Support: I proficiently provided Windows 10 support to end-users across multiple office sites, resolving technical issues promptly to ensure a smooth and productive work environment
- Hardware Support: As a reliable resource, I delivered hardware support, addressing and resolving hardware-related issues to maintain optimal system performance for users
- Remote Assistance: I demonstrated proficiency in remote work, efficiently troubleshooting and assisting end-users with their IT inquiries, regardless of their physical location
- Backup and Image Management: I played a crucial role in maintaining and managing backup and image management software, ensuring data integrity and system reliability.
Supervisor Dispatch
Star Installations
03.2011 - 08.2014
- Technical Troubleshooting for Telecom Support: I demonstrated expertise in telecom support, effectively troubleshooting technical issues to ensure uninterrupted communication services for clients
- Leadership of Dispatch Team: As a capable leader, I managed and mentored a team of 7 dispatchers, fostering a collaborative and productive work environment
- Task Management and Assignment: I efficiently coordinated and assigned work tasks to the dispatch team, ensuring optimized workflow and timely completion of assignments
- Customer Escalations Management: I skillfully handled customer escalations, addressing their concerns promptly and implementing effective resolutions to maintain customer satisfaction
- Exceptional Service Quality: I prioritized service excellence, enforcing high- quality standards in all dispatch operations to deliver exceptional support to clients.
Joint Center Operations 3
Comcast
01.2008 - 03.2011
- Center Support: I played a crucial role in supporting fiber optic network engineers in the control center, assisting in the management and maintenance of critical network infrastructure
- Cable Outage Resolution: I demonstrated expertise in handling cable outages in NJ and the Philadelphia region, ensuring swift resolution to minimize service disruptions and downtime
- Collaboration with National Operations Center: I actively collaborated with the National Operations Center to address outages and generator failures efficiently, utilizing resources effectively to resolve issues promptly
- Network Service Continuity: I diligently worked to ensure uninterrupted network services for Comcast customers, implementing proactive measures and troubleshooting techniques
- Operational Efficiency: I contributed to operational efficiency by swiftly addressing network issues and communicating effectively with the engineering team.
Education
Brookdale Community College
Lincroft, NJ 05.2001 -
Skills
Top Skills
Timeline
Distribute Desktop Team Leader
SMBC Capital Markets, Inc
11.2021 - Current
Media and Technology II
HBO
07.2019 - 02.2020
Service Desk Engineer
Align
07.2018 - 07.2019
IT Global Support Analyst
New York University
05.2017 - 07.2018
IT Support Specialist
Realogy
10.2016 - 3 2017
Technical Consultant
Robert Half
03.2016 - 01.2017
Supervisor Dispatch
Star Installations
03.2011 - 08.2014
Joint Center Operations 3
Comcast
01.2008 - 03.2011
Brookdale Community College
05.2001 -
Principal Consultant
Genpact Headstrong Capital Markets, Credit Agricole
2 2020 - 11.2021
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