Thomas Angelo Murlo, MBA

PROFESSIONAL HISTORY

Dates August 2010 – February 2011

Title Desktop Support Contractor

Company  Raymond James Financial

Responsibilities
Responsible for providing desktop support administration for the employees of Raymond James Financial at their headquarters in St. Petersburg, Florida.   Day to day activities include: operating system installations, system board installations, computer re-images, virus removals, DMS Scanner installations, Encryption, and software issues.  Technologies-  Unicenter Service Desk, Windows 7, Windows Vista, Windows XP, HP Workstations and laptops, MS Office, Java, Sophos, 9, Sophos Safeguard Encryption, Outlook, MarketQ, MS Money, CRM, Juniper VPN, Citrix, Landesk, Iphone, Blackberry, and Palm

Dates  January 2010 – May 2010

Title  Data Security Analyst (Contractor)

Company   Capital One

Responsibilities 

Peformed data security for Capital One in Dallas, Texas.  Responsible for ensuring that only authorized personnel were able to access company computer applications and to remove access to individuals whose access is expired.  Security checks were completed  for personnel with expired access to guarantee no access is given to sensitive applications and data once the expiration date passes.   Detailed reports and logs were completed on a daily basis to management and system administrators in order to keep them updated on the progress of application access removal.   Technologies-  Windows XP, MS Office Suite, Active Directory, MS Access, Cisco VPN Client, Outlook, Oracle, Mainframe, AS/400, Novell, Citrix, ViewStar Enterprise9, Touchpoint, and the Acquire Data Warehouse System.

Dates    June 2007 – December 2007

Title  Desktop Support Contractor

Company  International Business Machines (IBM)

Responsibilities 
Contracted through IBM to provide desktop support for the employees of Fidelity National Information Services at their St. Petersburg, Florida Facility.  Support duties for the 3000+ PC Network running Windows XP included: Hard Drive replacements, computer reimages, Operating System Issues, Software issues, and peripheral devices such as printers and scanners.  Technologies-  indows XP, MS Office Suite, Active Directory, MS Access, Cisco VPN Client, Wifi, Aventail, Virus\Firewall Software, Lotus Notes, Outlook, Adobe Writer, Printers, PC Re-Images, MS Access, Oracle, Mainframe

Dates  December 2005 – May 2007

Title    Technical Support Contractor

Company  Computer Sciences Corporation

Location  Norwich, Connecticut

Responsibilities 
Provided technical support for the employees of United Technologies in Computer Sciences Corporation's 24x7 support center in Norwich, Connecticut.  Day to Day issues include but were not limited to: operating systems, internet connectivity, VPN, and software errors.  Technologies-  Wndows XP, Outlook, Lotus Notes, LAN\WAN, Password Resets, Printers, Software Installations, and VPN Support

Dates  October 2004 -  April 2005

Title  Technical Support Contractor

Company    Stream International

Responsibilities 
Provided technical support for the clients of America Online in Stream International's 24x7 support center in Tampa, Florida.  Support duties included internet and VPN connectivity.  Technologies-  Windows XP Operating System Issues, Outlook, Lotus Notes, VPN Software, and Remedy.

Dates  March 2004 – July 2004

Title  Technical Support Contractor

Company  The Answer Group

Responsibilities 
Provided technical support for the clients of BellSouth in The Answer Group's 24x7 support center in North Lauderdale, Florida.  Support duties included internet and VPN connectivity.  Technologies- Windows XP Operating System Issues, Outlook, Lotus Notes, VPN Software, and Remedy.

Dates  April 2001 – April 2002

Title  Sr. Operations Analyst

Company  DirecTV

Responsibilities 
Provided technical support for the employees of DirecTV at their location in Los Angeles, California.  Day to Day support issues include but were not limited to:  managing and coordinating data migrations, issue analysis, application upgrades, user administration, and clarify.

Dates  March 2000 – February 2001

Title    Supervisor of Technical Support

Company  ShortCycles

Responsibilities 
Supervised the technical support department of Shortcycles, Inc. and reported directly to the Vice-President.  Trained and evaluated employees on a weekly basis, oversaw day to day operational activities of the technical support department, conducted meetings at client sites to discuss software issues and upgrade requests, database administration of web based call tracking software, and quality assurance testing.   Assisted the Vice President in creating department policies and procedures.

Dates    January 1999 – February 2000

Title  Technical Support Engineer

Company  Fujitsu Software Corporation

Responsibilities 
Provided technical support for the employees of Fujitsu Software Corporation at their San Jose, California Location.  Day to Day activities include but were not limited to:  MS Access database creation and administration for the quality assurance department. 

Dates  May 1998 – September 1998

Title  Technical Support Analyst\Trainer

Company  Surgicenter

Location    San Francisco, California

Responsibilities 
Provided technical support, desktop support, installation, and training for Surgicenter's medical software at their clients locations.  On Site training included support to medical staff on the software functionality.

Dates  April 1997 – April 1998

Title  Team Lead

Company  ICVerify

Responsibilities 
Provided technical support for ICVerify's credit card\check authorization software and performed team lead duties for their level 1 technical support department.  Day to day responsibilities include but were not limited to evaluating support personnel, support center performance, department metrics, queue control, and employee trainings.

Dates  November 1996 – April 1997

Title  Technical Support Analyst

Company   Data Broadcasting Corporation

Responsibilities
 Provided technical support for the customers of Data Broadcasting Corporation's Stock Exchange Software.  The software is designed to receive real time information on stock exchange transactions to professional traders nationwide.

Dates    January 1994 -  January 1995

Title  Quality Assurance Analyst

Company  Petrie Stores Corporation

Responsibilities
 Provided technical support and quality assurance duties for Petrie Stores Point of Sale Software and Hardware across their entire 1700 store chain.  Day to Day support duties included quality assurance testing, remote software installations, and remote technical support.

Dates  January 1993 – December 1993

Title  Field Engineer

Company  Shields Business Machines

Responsibilities 
Performed on site ATM Machine support for the clients of Shields Business Machines.  Issues included ATM Machine keyboards, card readers, displays, software upgrades, printer, power supply testing, cash dispenser diagnostics, and other ATM Machine repair.

Dates  September 1992 – December 1992

Title  Technical Support

Company Emerson Computers

Responsibilities 
Provided technical support for the clients of Emerson Computers at their Los Angeles, California location.  Support issues included: operating system issues, application problems and installations, and password resets.

Dates  August 1986 – December 1990

Title  Owner

Company  Video 4 U

Location  West Nyack, New York

Responsibilities 
Owned and managed day to day operations for a video/audio outlet in the New York Metro Area.  Responsibilities included but were not limited to: accounting, payroll, sales tax reporting, marketing, purchasing, as well as all other financial duties.  Other duties included inventory reporting, customer service, and inventory purchases from vendors.
*     Conducted a sales campaign which resulted in a 30% increase in sales.
*     Initiated a store redesign which increased store space by 50%
*     Organized and maintained information and resources
*     Analyzed daily sales and expense information to maximize sales and profits
*     Budgeted and forecasted P&L and other financial analysis
*     Performed Home Movie Transfers from Super 8 Film to VHS Tape
*     Performed Repairs on audio and video equipment.