LINDA TOY

Forest Hills, NY 11375 | (917) 943-4749 | LindaToy@nyc.rr.com | LinkedIn

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Expert in Information Technology Management and Support

INFUSING Quality Customer Focus Collaboration Technology Service
To Create Productive Users While Meeting Management Expectations

PROFESSIONAL SUMMARY

Mature-Dedicated-Eloquent-Focused-Diligent

Information Technology professional with 19 years of diverse experience, specializing in the oversight of the day to day
operations and technical support of the IT department. Providing excellent internal and external support services to on-site
and mobile remote end users, focusing on establishing excellence in communication and technical support services while
upholding outstanding customer support standards. Passionate at identifying operational inefficiencies and leveraging
analytical thinking to seamlessly integrate new knowledge, strategies, processes and procedures that reduces downtime.
Focused leader committed to mentoring and training end users to assure needs are met. Possess the knowledge and hands on
experience to impact Information Technology aspects and quality to reduce downtime. An individual who is extremely
dedicated, dependable and reliable; has built a reputation based on trust and achieved results. Exhibits high-levels of common
sense with the ability to think out-of-the-box to attack and solve simple and complex issues and challenges.

PROFESSIONAL KNOWLEDGE/SKILLS
Project Deployments
IT Security
End User Support
System Monitoring
Inventory Management
Ticket Tracking
Remote Access
Case Management

Diverse IT Activities
Incident Resolution
Hardware Support
Videoconferencing
Vendor Supervision
Replacements
Service Standards
User Accounts

Document Management
ITIL
Software Support
Training Setups
Report Generation
Customer Support
Microsoft Office
IT Compliance

Help Desk Support

Financial Analysis & Reports
Phone Support
Meeting Setups
Technology Purchases
Connectivity Issues
LAN/WAN
Technical Documentation

HIGHLIGHTED SUCCESSES

Each performance rating period over 1500 tickets were acted on and resolved to the satisfaction of the user.

During Hurricane Sandy I stayed close to the office to ensure the Local Area Network and the Wide Area
Network was properly power down and power up to ensure user does not experience long periods of downtime.

Worked closely with the Office of Technology Security staff to ensure a detected virus infected laptop was
promptly removed from the network to reduce the changes infecting the organizations network.

Seamlessly migrated user data efficiently and expeditiously during a laptop deployment which resulted in
users receiving their new laptop within 24 hours so that they can return to the field.

Ensure printers and copiers are always working by performing proactive maintenance as the users rely heavily
on the equipment to perform their duties.

Worked closely with vendors to ensure low downtime for users when equipment is been repair or replace
such as printers, copiers, and videoconferencing.

As a one person IT department managed the day to day operation during my tenure as a Systems
Administrator and Systems Analyst.

Successfully upgraded the Local Area Network from Arcnet topology to Novell at Brookwood Child Care.

Taught 3-day classes in dBase III+, R&R Relational Writer, and Harvard Graphics. Created the training
materials for the classes.

Developed menu driven program written in dBase III+ to track hardware and software distribution, site visits
and generate time sensitive correspondences.

Each performance rating period over 5700 tickets were acted on and resolved to the satisfaction of the user.

Volunteered my skills and experiences to the Federal Information Processing Council. Served in the capacity
of Recording Secretary, Treasurer, Vice President of Programs, and President.

LINDA TOY
Forest Hills, NY 11375 | (917) 943-4749 | LindaToy@nyc.rr.com |

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PROFESSIONAL EXPERIENCE
US Securities and Exchange Commission, New York, NY
5/1998 7/2015
Information Technology Specialist
Provided PC hardware and software deployment to the user community.
Provided asset management and tracking of hardware and software.
Assisted infrastructure team (LAN, WAN, Telephony) where local hands on activities are required.
Provided mobile device deployment and support. Activities included end user guidance, activation, configuration,
testing, problem identification, and resolution.
Provide one to one training for end users and colleagues. This would include trainings on new technology,
hardware/software and process changes. Participate in certification and impromptu training to effectively learn new
technologies.
Document problems and resolutions on the share Point site access by IT staff.
Utilize the ITSM ticket system to record user requests for assistance.
Performed password resets and workstation management in Active Directory.
Responsible for resolving computer programs related to Windows XP, Windows 7, Windows applications, Microsoft Office
products including Word, Excel, Outlook, Office Communicator, and McAfee Antivirus.
Performed desktop, laptop, monitor, telephone, printer, copier/scanner hardware troubleshooting and repair.
Virus and OS patch updates.
Managed vendor relationships and ensured delivery of contracted services.
Brookwood Child Care, Brooklyn, NY
2/1997 1/1998
Systems Administrator
As the designated one-person Information Technology Department responsibilities included support of the city agencys
server, networked computers and printers and software used.
Upgraded agency network from ARCNET to NOVELL.
Ran monthly ORACLE reports for management.
Determined agency needs and budget prior to purchasing hardware and software.
Researched all aspects of Information Systems Technology and report to management decisions made for future software
and hardware planning.
Supervised and assigned IT tasks to IT interns.
Researched, recommended, purchase, and deployed IT hardware and software.
Provided first line desktop support to end-users.
Troubleshoot issues with hardware, software, applications, and network.
City Volunteers Corporation, New York, NY
1/1996 1/1997
Systems Analyst
As the designated one-person Information Technology Department responsibilities included support of the city agencys
server, networked computers and printers and software used.
Develop strategic and long range planning for technology initiatives and presented recommendations at monthly senior
management meetings.
Managed IT budget.
Researched, purchased, installed, and implemented new hardware and software technology.
Provided one-to-one training to users on the hardware and software utilized by the agency.
Management of ORACLE databases.
Ran monthly critical internal reports to management heads; used heavily to assure agency mission and objectives are met.
Responded to user requests to resolve hardware and software related issues.
Inventory tracking of all hardware and software utilized by the agency.
Assembled and disassembled PC hardware as necessary.