Download PDF

Work experience

Dec 2007Present

Systems Services Representative


Provide IT service delivery and connectivity support for Reuters Market Data systems, in a fast-paced, real-time financial management environment. Perform project management activities, such as meeting project timelines, coordinating deliverables across departments to ensure high-quality customer service, and providing status updates to Service Delivery Managers. Recipient of IBM's 2011 Means Service Award for outstanding client support.

  • Avoided lapses in coverage and potential customer satisfaction issues by developing an efficient method to communicate with customers about extending support service through maintenance contracts.
  • Serving in a sales support capacity, followed through with appropriate documentation and discussions  with Business Partners, resellers, IBM sales, and BP channel representatives to  ensure responsiveness throughout sales cycle.
  • Resolved connectivity problems for LAN/WAN, VPN, Cisco 2600 series routers, Cisco 2900 series switches, hubs, lateral patch panels, workstation wall ports, and cabling.
  • Managed services, including computer and application enhancements, maintenance, and repair of workstations.
  •  Key team contributor for numerous projects, including:
  • Management and coordination of hardware and software upgrades of network devices at various client locations for Internet Protocol project.
  • Performed system administration work of installing, configuring, troubleshooting, and maintaining the network communications system.
  • Executed project plan, including coordination of site readiness, hardware procurement, and post job completion reports. Monitored change management process to ensure team was updated on all issues.
    • Upgrade of 300 servers at various US locations.
  • Swapped out old servers with new ones, and validated configurations. Oversaw migration to ensure new network performed smoothly.
  • Thoroughly documented each client service call to keep IBM Project Office and other stakeholders up-to-date on all issues.
    • Upgrade of matching service application that provides financial institutions with direct market access, via a prime broker for price discovery, trade execution, and straight-through processing.
    • Correction of time setting on operating system. Performed upgrade to dealing software and participated in weekly meetings to provide status updates.
  • Asked to mentor and train IT engineers to quickly get them "up to speed" on warranty processes and practices for managing customer relationships.
  • Thoroughly prepared for each on-site service visit, recognizing the importance of due diligence. Researched client's current systems, conducted site surveys, and gathered information about the client relationship.
  • Developed easy-to-use information sheets for products, and Cisco commands to use as training aids for new and current staff.
  • Became Cisco certified at a higher level than required to enable territory to meet its contractual obligations.
Mar 2006Present

Independent IT Services and Support Consultant

Readily adapt to stress-charged environments to quickly solve system and network issues for small businesses, home users, and public schools. Focus on providing reliable and secure solutions, while being sensitive to significant cost constraints; reduce costs across-the-board. Responsible for maintaining, managing, and monitoring systems to prevent lost data, virus activity, slow systems, and downed networks.

  •  Remain a calm force, expertly managing projects to:
  • Resolve local wireless/wired network connectivity issues for printers and computers/notebooks  (Dell/HP/E Machine/Sony/IBM) in a Windows environment.
  • Perform data recovery/backups with backup software, and other maintenance and  repair services.
  • Handle registry corruption to optimize computer performance.
  • Provide on-site/remote support, including security upgrades, software installations and configurations, hardware setup and maintenance, and network design and configuration (LAN/WAN).
  • Utilize expert knowledge to provide Office and Windows training. Recognized for thoroughness in producing training and product documentation that was easy to use.
  • Thoroughly research software products before providing purchase recommendations.
Apr 2007Dec 2007

PC Specialist

Unisys / (MTA) Metropolitan Transit Authority Contract

Managed asset reconciliation project by performing, reviewing, and reconciling physical inventories of IT assets. Configured, installed, and maintained Windows computers, and provided support for upgrade/move projects for MTA's depots, subway stations, and campus offices.

Jul 2006Apr 2007

Desktop Support Analyst/Trainer


Provided operational, security, and technical support for small businesses and home users. Supported desktop computers, applications, peripherals, and related technology, including installing and testing of systems within established standards and guidelines. Rapidly assessed system and network issues using independent analyses, initiative, and sound judgment. Problem solved file services, email, and application servers, and administrative systems. Administered training program and provided one-on-one training for business users.

Mar 2006Jul 2006

Desktop Support Analyst/Network Technician

Computer Geeks

Provided 1st and 2nd level support for desktop and laptop users, in Windows environments. Configured, installed, and updated workstations and peripherals, based on client service requirements. Escalated appropriate issues to ensure timely resolution. Maintained desktop security and data integrity by identifying and removing viruses.

Oct 2002Jan 2005

Assistant/Desktop Support Analyst

Mannheim LLC

Worked with Network Administrator to set up and support Windows network users. Monitored and resolved help desk tickets in a timely fashion to meet or exceed defined service levels. Solved laptop, desktop, printer, blackberry, and software issues. Planned and performed data recovery to ensure business continuity.


Various Certifications of Course Completions

IBM online training

[email protected]

Client Relationships



Studied to receive various certifications


Microsoft Office


Systems Services Representative, with project leadership experience in IT operations, project management, and IT service delivery. Expressive communicator and independent thinker, who understands the importance of applying service management best practices to deliver high-quality services and build strong customer relationships. Expertise in:

  • Identifying appropriate solutions for customer needs.
  • Planning new and changed IT services, including cost/schedule estimations and operational   impacts.
  • Monitoring service delivery and customer satisfaction to maintain a high standard of service.

Regularly recognized by clients and managers for being diligent and responsive, and following through until the job is done:

  • “Aline Vida, once again, went above and beyond to deliver outstanding customer support to Thomson Reuters and our client, Morgan Stanley, during and after a power outage, by showing dedication in driving the issue to resolution by working closely with the customer and TR SLS in identifying root cause and troubleshooting.”
  • “Thank you for providing the level of service that warrants statements like this from the client, in an always demanding environment. Short and to the point, but it speaks volumes.”

—“Trust is not earned overnight, but through repeated commitment and professionalism."


New York Cares, Volunteer, 2005 – 2013

Working to strengthen literacy skills in children. Teach senior citizens how to use MS Office applications.






Network +