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User Support Analyst Ii Resume

Jacksonville, FL


Operating Systems: XP; Vista; 7; 8; 10

Software Applications: MS Office 2010 (Outlook, Word, Excel, PowerPoint, Access,); Altiris ticketing system; Litera ChangePro, CarpeDiem, iManage Filesite, Norton Ghost/Server; QuickBooks Pro; Adobe Photoshop and Illustrator CS3, Macromedia Flash MX, Dreamweaver

Hardware: A+ IT Technician (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; Toshiba Laptops; Acer desktops & laptops; Sony laptops; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections) HP Printers; (maintenance and repair) Apple devices; (software and hardware troubleshooting); desktops and laptops: iMacs and MacBook s; iPhones; iPods; iPads Gaming Devices; (software and hardware troubleshooting); (2 generations) - Microsoft Xbox 360; (2 generations)-Sony PlayStation 2&3; (3 generations)-Sony PlayStation portable Cell Phones; (software and hardware troubleshooting); IOS; Google Android; Microsoft Windows based phones

Others: Clerical skills; help desk: customer service support (phone, and desk side)



User Support Analyst II

  • Collaborates with Analysts, Network Admins, and manager with problem solving escalated hardware /software support issues
  • Possesses strong time management, multi-tasking and customer service skills
  • Tier II support
  • Creates and resolves helpdesk tickets daily in Heat ticketing system
  • Deploys new technology to upgrade corporate PCs, Laptops, and Cell Phones
  • Configures, installs, and supports desktops, laptops, iPhones, HP and Samsung printers
  • Employs advanced document troubleshooting skills and forensics with Word including knowledge of how these applications are used in a law firm (use of headers and footers, footnotes, tables, tables of content and tables of authorities, track changes, redlining and document comparison)
  • Carries out troubleshooting of MS Office 2010, Windows 7 in a wired/wireless network environment
  • Local IT support for end users; troubleshooting of desktops/ laptops and reimaging if necessary
  • Knowledge and experience in Active Directory users and computers
  • Assumes ownership of escalated customer service tickets
  • Provides afterhours emergency on call support, as required
  • Sets-up and prepares video conference equipment and rooms as required
  • Attends Lync software training meetings, concerning firm related software changes and rollouts
  • Provides clear explanations of complex technological concepts to all end users
  • Coordinates and completes workstation moves, installations, and PC replacements
  • Ensures remote access of network resources from user laptops and cell phones by means of MFA, Cisco Anyconnect, Avaya Communicator, Worksite, iPass, and Citrix
  • Guarantees that technology in visiting attorney offices is prepared prior to the arrival of visitors
  • Conducts periodic checks of hardware/software to ensure proper configuration and operation
  • Responsible for installation of Avaya phones and replacements as needed
  • Works overtime on mornings, evenings, and weekends as requested by supervisors
  • Utilizing Airwatch and BES12 to manage mobile device security and profiles for user devices
  • Responsible for the management of LAN closets, cable management, and patching of office jacks


User Support Technologist- IT Lead

  • Lead desktop technician for all IT support in an office of over 75 legal professionals
  • Configure, install, repair, and support, firms desktops, laptops, Tablets, iPhones, Androids, BlackBerrys, HP and Xerox printers
  • Create & manage user accounts in Active Directory, iManage, Cisco Systems/Cisco IP Phones, Citrix Receiver, Remote Access
  • Work out of a centralized ticket system (Altiris) to document, resolve, and follow up on all helpdesk tickets
  • Respond to emergency issues escalated afterhours to assist with members of firm with technical issues
  • Setup and test audio visual conference equipment in rooms prior to scheduled events
  • Managed and maintained asset inventory related to printers/supplies, PC’s, remote access, and firm technology
  • Provide training to new hires/users on the functionality of firm technology
  • Attended Lync software training meetings, concerning firm related software
  • Perform preventative maintenance checks of hardware/software to ensure proper working order
  • Troubleshoot access of network resources for remote users that are using laptops for remote access
  • Work hand-in-hand with Analysts, Programmers, Network Admins and Engineers in the problem solving of escalated hardware and software support issues
  • Perform technology audits in the office prior to visiting attorney offices arrival
  • Familiar with troubleshooting MS Office 2010, Windows 7 in a wired/wireless network environment
  • Imaged Desktops and laptops with company configured software, for employee use
  • Advanced document troubleshooting skills and forensics with Word, including knowledge of how these applications are used in a law firm (use of headers and footers, footnotes, tables, tables of content and tables of authorities, track changes, redlining and document comparison)


Support Specialist

  • Utilized Airwatch console to configure iPads for 80 field technicians
  • Repaired iPads/iPhones for field technicians and managers
  • Provided Client Support by means of verbal communications and Airwatch
  • Trained field technicians in the use of iPad/Airwatch/Payment system software for the field
  • Presented by means of oral delivery and Airplay to convey iPad training for field technicians
  • Managed Routers/Switches associated with IT department as needed
  • Maintained accurate inventory of IT supplies and equipment


Network Technician Intern

  • Resolved 20 tickets daily using Altiris ticketing system to maintain efficiency
  • Set up and provided computer upgrades companywide for partner/attorney use and productivity
  • Imaged machines with company configured software to prepare for employee use
  • Communicated with clients on a daily basis to resolve user issues and guarantee resolution
  • Restocked hardware as required, according to department demands on a weekly basis
  • Provided IT knowledge and skills with an appreciation of the importance of a high standard of proficiency while on the Network Support team
  • Maintained HP printers by replacing maintenance kits, rollers, and toner cartridges when needed

Confidential, Jacksonville, FL

IT Technician

  • Provided installation, troubleshooting, upgrading both on-site and remotely for residential and commercial users
  • Assisted manager with diagnosing basic, intermediate, and advanced Microsoft network issues
  • Provided oral and written communications to ensure user satisfaction by using appropriate terminology based on user comprehension levels
  • Utilized QuickBooks to create invoices and record customer transactions for an estimated 2500 clients
  • Provided efficient real time support for a variety of desktop, smartphone, and tablet users while prioritizing and balancing user and company needs
  • Prepared equipment to ensure proper installation of cables, operating systems, and software for user needs
  • Performed repairs to hardware and software following design and installation specifications

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