TECHNICAL SKILLS:

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)

PROFESSIONAL EXPERIENCE:

Confidential

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

Confidential

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)

Confidential

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

Confidential

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