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User Support Specialist Resume

New York, NY

SUMMARY:

  • Extensive experience managing IT and training projects for law firms and accounting firms with global reach.
  • Accomplished in coordinating and delivering large - scale distance learning and classroom training.
  • Technical background with demonstrated ability to support diverse range of desktop systems, peripheral products, networks, and operating platforms.
  • Coach and mentor with excellent critical thinking, organizational, and communication skills.
  • Able to effectively interface with employees and external clients in remote locations worldwide to assess needs and resolve problems.

PROFESSIONAL EXPERIENCE:

User Support Specialist

Confidential, New York, NY

Responsibilities:

  • Diagnosed individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues.
  • Applied expert knowledge of “STB applications” such as MS Windows 10, Outlook, MS Office, iManage Administration, ChangePro, Diaries, IE, Citrix, Nuance, STBWeb and legal research tools to troubleshoot and resolve problems.
  • Communicate clear, concise, step-by-step procedures to users.
  • Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot, user remote access problems, e.gl Citrix and VPN.

Technical support specialist

Confidential, New York, NY

Responsibilities:

  • Respond to incident and request escalations from Help Desk and provide technical assistance to other Technology Support Specialists.
  • Participate in the updating and rolling out of new software and hardware. For example: Cisco phone rollout and updating existing software to newer versions, Workshare, Litera Innova 7.5.
  • Tools utilized are Active Directory, Citrix Console, SCCM (reimage computers and laptops) Mobile Iron and BES.
  • Deliver White Glove technical support. Maintain and improve knowledge of Firm-supported tools, applications and hardware. Recover and update and track assets in Support Works.
  • Provide follow-up status to end users in accordance with specified support policies and procedures.
  • Increase personal knowledge of Firm’s business environment with the goal of improving overall business alignment.
  • Strong knowledge of other products including desktop hardware and peripherals, Apple, Macs, iPhones, and Androids, Blackberry, HP printers, and Lenova laptops, A/V software.
  • Demonstrated experience in supporting local external drives, local backup solutions, personal firewalls, wireless hardware (mouse and keyboards) and wireless routers.
  • Setup and move equipment for new hires and intra office with computer, dual monitors, keyboards/mice and wire management.
  • Knowledge of network and Internet technologies, protocols and concepts (TCP/IP, DHCP, Ethernet), and Internet TCP/IP protocols for both wired and wireless connections. Installing upgrades and repairing all firm applications.

SYSTEM SUPPORT SPECIALIST

Confidential, New York, NY

Responsibilities:

  • Offered users’ desk-side one-on-one coaching on Firm applications.
  • Configured, troubleshot and installed new hardware (monitors, CPUs, keyboards and printers).
  • Installed, updated, configured and supported software (e.g. Outlook, Word, Document Management, etc.).
  • Set up audio-visual equipment; connected video conferences, and teleconferences.
  • Set up and configured PDA devices including Blackberries and Windows Mobile Devices.
  • Used SCCM to image new computers and test for quality assurance.
  • Kept track of common helpdesk calls and recommended user training if needed.
  • Maintained current knowledge of trends and developments related to desktop software.

HELPDESK ANALYST

Confidential, New York, NY

Responsibilities:

  • Provided 100% phone support for over 1400 users in Windows 7 OS.
  • Troubleshot issues involving: MS Office 2010, (page numbers, section breaks, tables, TOC, spreadsheets and printing issues), Innova, Workshare Compare, Adobe Acrobat, iManage, Interaction.
  • Troubleshot Outlook 2010, Filesite document management, Younts (unlock documents), DTE Axiom (granting permissions), eRoom, FTP sites, FileZilla, AtRisk, Blackberry/iPhone/Android and iPads, Mobile Iron Admin Portal, Active Directory (pw reset & adding to groups), RSA Secure Security Console (creating soft token/troubleshooting login issues), Citrix client (logging off multiple sessions), Microsoft BitLocker, Internet Explorer, Chrome, and Firefox.
  • Inputted ticketing system utilizing SupportWorks. Remote computers to troubleshoot issues with either Bombar or System Center 2012 Remote Control (SCCM).
  • Installed upgrades and repaired all firm applications.

Coordinator/doc writer

Confidential, New York, NY

Responsibilities:

  • Created and edited the Excel worksheets for the total workstations, locations and segments for the Win7 migration project.
  • Helpdesk coordinator for FDOB tracking and assigning service tickets to PSI Technicians.
  • Planned, wrote, and edited technical manuals to assist the technicians on their role in the migration project.
  • Tested technical documentation steps by building machines remotely with iBuild and advance MSDOS commands.
  • Scheduled departed associates desktop, archive and e-mail to be run on Confidential and E-Discovery databases. Created documentation on how to complete an Office of General Counsel (OGC) data retention request with the new Confidential and E-Discovery databases.
  • Developed schedules for consultants on activities required to comply with Sarbanes-Oxley Act 2002 federal regulations by storing and securing client’s personal data files on the Litigation Storage Area Network (SAN) servers.
  • Coordinated with internal stakeholders in performing assigned project objectives. Created weekend work schedules for consultants to ensure data retrieval of e-mail files of departed associates.
  • Recertified Lotus Notes e-mails utilizing Domino server. Trained consultants and permanent employees on OGC procedures and security policies. Replied to urgent e-mail requests and followed through on requests for external stakeholders.

Systems support specialist

Confidential, New York, NY

Responsibilities:

  • Added membership groups as requested in Active Directory (AD). Configured and troubleshot Blackberry using the Blackberry Desktop Manager System.
  • Troubleshot and supported Microsoft Outlook, Filesite, Interaction DTE and other duties as per assigned.
  • Assisted with high level Desktop/Help Desk technical support as assigned.
  • Troubleshot network connectivity issues such as TCP/IP and other Microsoft Networking problems.
  • Ability to configure and support Blackberry (BES), Palm and Windows CE mobile devices.
  • Configured, fixed and performed pre-maintenance tasks on printers, scanners and multi-function print devices. Administered Remote Security Access (RSA) tokens.
  • Participated in desktop software deployments, upgrades, patches and service packs in conjunction with Infrastructure & Network group.

Systems support specialist/noc technician

Confidential, New York, NY

Responsibilities:

  • Software applications supported were: Confidential, Confidential expense reporting software, Lotus Notes 6.5., RSA ACE/Server 5.2.1 Administration in creating and editing profiles for soft and hard tokens. Called logging system utilizing Altiris Help Desk. Created tickets with detailed steps on the resolution and/or escalation issues to the appropriate departments.
  • Created software and hardware technical documentation for the newly created Altris Knowledge Base.
  • Administration of accounts in Active Directory, Administration of sessions with Citrix Management Console. Support for telecommuters on connectivity issues with cable/DSL modems, routers, Norton Antivirus and McAfee Antivirus.
  • Provided support and troubleshooting of wireless connectivity issues with Laptops and Telecommuters. Supported and troubleshot hardware issues, including: IBM/Compaq/HP desktops, IBM/Lenovo Laptops, Dell monitors HP network printers, HP Digital Senders, and Blackberries.
  • Network Operations Center, monitoring of servers through HP Openview and SMARTS, monitoring backups running through Arcserv Backup software; escalating errors and outages to various technical resources.

Help desk analyst

Confidential, New York, NY

Responsibilities:

  • Provided phone support for the New York, Washington, London, Hong Kong, Beijing and Tokyo users.
  • Troubleshot remote access via Web VPN and Citrix client connectivity.
  • Successfully remedied remote access TCP/IP connectivity problems within VPN and Citrix systems, and software issues with Lotus, Microsoft, and other general and industry specific software.
  • Effectively set-up and configured Dell computer systems for personnel ensuring computers slated for off-site use was user friendly and virus free. Provided A/V support for conference center.
  • Troubleshot Lotus Notes R5&R6, iManage and Internet Explorer issues.
  • Troubleshot advance document and/or spreadsheet formatting questions on Microsoft Office Word, Excel and PowerPoint.

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