SKILLS:

Email Applications: Outlook, Lotus Notes, Chrome, GroupWise, Netscape, Citrix Web Base Tools

Windows Platforms: Windows XP, 7, 10

Windows Applications: Office 2007/2010/2013 , Word, Excel, Power Point, Access, Publisher, Sharepoint, Visio, Project

Law Applications: iManage, Relativity, Law, Summation, eRoom, ProLaw, Hummingbird, Document Management system, Portable 32, Crosswords, iCreate, iScrub, iRedline, iDocID macro system, Hotdocs, Hotdocs PDF, LegalKEY Records, Web T&A, Intem, Enhanced Time Entry, Juris, Taxdocs, Deltaview, Redax, ISYS, Lexis Nexis, West Law, Ecopy, TraxOpen, LegalKey, AIM, IP Master, Perfect Law Document management system

Government Applications, Orion, HOD, ARPS, TOAD, SAS, Oracle, SQL Tools, Primavera, PIPS, PCOMM, FEHB, PIV Card Admin, PR Tracker, Word Perfect, Adobe Professional, Visio, Micromedia Dream Weaver, Xvision, Crystal Reports, Photofinish, HummingBird Exceed, NFS Mestro, Citrix Neighborhood, Expert Advicer, Form Flow, FACES, Infoflow, Meeting Maker, Message Manager, Stars, Remis, Call link, Act, Slick, Sequencer, Abra, Spotfire, Glovia, DCAMS, Reflections/MANMAN, ManageSoft, iNet, Softwise MacroSuite, Swiftwriter, WestCheck, InterAction 5, Summation Blazer, Intelli - sync, Handspring, Constructware, Optika, Acorde, JDE, BizFlow, MS Office Communicator, Reference Manager, Endnote; Print Key; Suddan; SAS; TABS32; Sharepoint; File Maker Pro, Frontpage, ISAIC, Sunflower, Quosa, Sudaan; Pointsec for PC’s, Symantec Ghost, Backup Exec, SharePoint:

Remote Software: Lync Remote Tools, SCCM Tools, LANDesk, Dameware, Entire Connect, Citrix, RAS, VPN, VNC, DSL, Dialup, Desktop Authority, NetOp Remote Control, Remote Desktop, iManhelpdesk, Internet, Intranet, PC Anywhere, Net Meeting, Alta Vista Tunnel, Internet Service Providers, Wi-Fi software, Office Communicator, Remote Assistance

Tracking Software: ITSM, Remedy, Track-it, Magic, Peroguin, Manage Now, Lotus Notes, IQTrack, cSupport, Heat, ACD Call Routing Software

Backup Software: Arcserve Backup tools, Vertis backup Tools

Hardware Supported: Surface Pro, Dell, IBM, Toshiba, Compaq, HP laptops and desktops, HP and Dell printers; Scanners, Ecopy machines, Label makers, Blackberry, Palm Pilot, IPhones, Andriods, Tablets, IPADs, IPODs, Touch Phones, Wi-Fi devices, VOIP phone systems, Hubs and Routers, Tele-conferencing equipment, External Hard drives, Secure Thumbdrives, Installs and upgrades.

Networking: Microsoft Exchange Server, Active Directory Administration, Air Watch Administration, Group Policy Administration, Windows Server, Citrix, and VMWare, LANDesk, Dameware, Novell, NT, SCCM, Migration Management Console (MMC), Console One, Lotus Notes Domino R8.x, Lotus Sametime 7.5.x, Lotus Enterprise Integrator, BES Administration, BlackBerry Enterprise Server, TCP/IP for Internet connectivity. Configure DNS, Subnet Mask, Gateway, WINS, Computer Naming/Profiles, Domain Controllers and Rights to the computer.

Virus Software Tools: Nortons Utilities, Symantec Utilities, McAfee Tools, Malware Bytes, Proofpoint-Antispam system, and SMSDom - Symantec Antivirus, Variety of Spam software

PROFESSIONAL EXPERIENCE:

Sr. Helpdesk Analyst /Queue Manager

Confidential

Responsibilities:

• Resolving issues surrounding difficult hardware and software issues.
• Windows 7/10, Microsoft Office Suite 2007/2010, MS Systems Center Configuration Manager (SCCM) and multiple Litigation software tools.
• Remedy ticket tracking software to input and extract information.
• Audio Visual Event Support, software/hardware installation, and testing with Engineering and Training Staff.
• Creating/Modify new user accounts in Active Directory, Adding computer to the Domain, Assisting with PIV Card issues, Network Printer maintenance, Network Scanner maintenance, New hire setup, Equipment retrieval, Imaging desktops/laptops.
• Create/Modify Outlook Accounts, Create/ Modify Distribution List, Create/Modify Outlook Calendars, Create/Modify BlackBerry accounts on the BES server. Supporting Surface Pro/HP Laptops, iPhones, Air Watch Administration, TRS, Lexis Nexis, Westlaw, Pacer, Relativity, Summation, Concordance, WordPerfect, Adobe, Lync, Java, iManage, Citrix, Any Connect, VPN, RSA Hard Tokens, BlackBerry Soft Tokens.
• Symantec Endpoint Encryption Client/Administration software, SharePoint Administration, Intranet troubleshooting. 24/7 on call support.

Team Lead/ Queue Manager

Confidential

Responsibilities:

• Working with end users on technical support issues related to SEC systems and services. Interacting with other IT Team members to escalate issues, providing solutions, and maintaining communications between IT and the customer.
• Delegating and assigning tickets to the appropriate team members and managing the team’s ticket queue.
• Provided guidance and direction to the Service Desk team members in matters of customer service, processes, and procedures.
• Performing trend analysis on Service Desk reports to improve service quality.
• Working in conjunction with the IT leaders to set goals and track performance of the team.
• Maintaining and updating knowledgebase articles for IT and end users via Sharepoint. Lead and participate in special projects as assigned.
• Providing VIP computer help desk support via telephone, email and desk-side support with end-users.
• Performing advanced diagnostics and troubleshooting of system issues, documenting help desk tickets/resolutions using ITSM.
• Maintaining and updating TierII equipment inventory via CMDB tracking system.
• Performing request setups, break downs and retrievals of equipment on an as need basis.
• Deployment and installation of VOIP phone systems, local printers, scanners, fax machines.
• Supporting all windows/office platforms, SEC web based apps and any COTS based apps.
• Installing and configuring any approved software installations as administrator.
• Upgrade laptops and desktops from WinXP to Win7 Enterprise edition.
• Ensuring minimal end user downtime by backing up systems via Confidential .
• Changing computer names, adding computers to the domain, adding computers to the correct OU’s on the domain.
• I attend daily staff meetings for manage updates and resolution.
• Maintained and supported email system and services (current Exchange and Lotus Notes).
• Ensured systems health and working within global standards and operational processes for both email and Lotus Notes database and application systems.
• Ensured up-skilling of front line teams in understanding email systems end to end for first call resolutions.
• Using all available tools to trouble shoot issues such as: SCCM, Confidential, ITSM, CMDB, Active Directory, Group Policies, Lotus Notes Domino R8.x, Lotus Sametime 7.5.x, Lotus Enterprise Integrator, BES Administration, BlackBerry Enterprise Server, Proofpoint-Antispam system, and SMSDom - Symantec Anti-virus, Microsoft Exchange server, Sharepoint administration, Swimage, Citrix, VPN, Remote Desktop, Remote Assistance, Exit Employee Process systems.
• Assisting with trouble shooting with other teams Tier I, Tier II, Network Engineering, AV, VOIP, LAN/WAN connectivity issues (toning/tracing ports).
• Supporting external devices such as monitors, printers, scanners, copiers, telephones, faxes.

Windows 7 Migration Team Lead

Confidential

Responsibilities:

• Using the Migration Management Console operations and the SCCM process for deployment, my shift is in the process of remotely updating HUD computer systems to Win7/Office 2010.
• My team is aiding in identifying and completing project tasks such as pre-migrations and post-migrations on all systems which included: defragments; check disk; virus scans; windows updates; office updates; Confidential backups; proprietary software installs; etc.
• I provided routine status updates on a daily basis which reflect timely completion on sites and project milestones.
• I oversee migration activities of installation techs local to the sites and provide support where necessary.
• My team also assists with the troubleshooting of Win7 operating systems; office 2010; active directory, group policies, remote desktop troubleshooting, backup and restores, etc.
• All projects logistics captured on excel spreadsheet daily updates, we are covering X regions.

Desktop Support Technician

Confidential

Responsibilities:

• Troubleshoot and resolved user incidents and requests dealing with the Microsoft Operating Systems, Active Directory, Group Policy Administration, Microsoft Office Suite, Blackberry, IPads, IPods, Citrix, VPN, 2 Factor Authentication and all OPM owned COTS and GOTS products.
• Deploy hardware and software to fulfill user request. Scheduled resolution times with the user prior to resolving incidents and requests remotely utilizing LANDesk /Dameware/Remote desktop or by desktop visits.
• Responded and or created Remedy tickets for IT incidents and requests received by the user community while working the floor.
• Ensured that all Asset Management information is passed to the Asset Management Team to ensure accurate information is recorded in Remedy.
• Met all Service Level Agreements as listed in the Management Plan.
• Created and/or revised Standard Operating Procedures. Kept up to date with the OPM mandatory Security Awareness Training every three months.
• Promoted to Team Lead as the direct support for the new satellite community alone with 375 customers, setting up the Network printers, Local printer setups, Scanner setups, Hardware/Software replacement or upgrades, Active Directory Accounts, Group Policies, BES administration, Cisco Phone connections with computer hardware, Audio/Video conferences, Remote support, Home Office support, Mainframe issues, Microsoft Office support, Asset Management, LAN Drop activation changes, Cisco Telephone Line updates/changes, Blackberry setups or break/fix, IPADs/IPOD, and Cell Phones setups.
• Escalated any issue not able to resolve to the Tier III team. Submitted weekly reports to update management of my daily resolutions, assets updates moves and changes to the customer community.
• Using all available tools to trouble shoot issues such as: SCCM, Confidential, ITSM, CMDB, Active Directory, Group Policies, Lotus Notes Domino R8.x, Lotus Sametime 7.5.x, Lotus Enterprise Integrator, BES Administration, BlackBerry Enterprise Server, Proofpoint-Antispam system, and SMSDom - Symantec Antiviruser, Microsoft Exchange server, Sharepoint administration, Swimage, Citrix, VPN, Remote Desktop, Remote Assistance, Exit Employee Process systems. Assisting with trouble shooting with other teams Tier I, Tier II, Network Engineering, AV, VOIP, LAN/WAN connectivity issues (toning/tracing ports). Trouble Shooting all apps on the network such as: Orion, HOD, ARPS, TOAD, SAS, Oracle, Citrix, Primavera, PIPS, PCOMM, FEHB, eCopy, Roxio, Winzip, Internet Explorer, JAVA, Entire Connect, VMWare, Dameware, LANDesk, Crystal Reports, Remedy, Office 2003-2010, Windows XP-7, Apple, Cisco, LAN/WAN connectivity issues (toning/tracing ports).
• Supporting external devices such as monitors, printers, scanners, copiers, telephones, faxes.

IT Specialist

Confidential

Responsibilities:

• I am responsible for network support, administration, maintenance and office support.
• Maintaining and supporting workstations and local area network servers within a single office as well as resolve issues with application connectivity and processing throughout the firm to maximize firm-wide productivity and minimize system downtime.
• Also provide orientation training to users and be asked to support daily operations off-site such as in trial locations.
• Take ownership for all workstation deployment and user support requests within the local office including occasional after-hours work.
• Managed the local PBX system with support from the central telecom team.
• This includes additions, moves, and changes to the phone and voicemail system.
• Daily management, monitoring, and troubleshooting of 3-5 Windows-based servers and user applications within a single office.
• Implemented and controlled the daily data backup and restore operations based on departmental policy.
• Configuration, support, and troubleshooting of servers in other offices as well as enterprise-level applications as a team member within the overall IT department.
• Implementation and integration of new applications/systems with support from other IT staff.
• Supporting: Windows 7, Office 2010, ProLaw, RFID, Matter Intake, Adobe Pro 9, Citrix, Microsoft Office Suites, Active Directory, Group Policy Administration VMWare, Dameware. Supporting external devices such as monitors, printers, scanners, copiers, telephones, faxes, etc.

Sr. Helpdesk Technician

Confidential

Responsibilities:

• As Sr. Helpdesk Technician responsible for providing various types of technical expertise for Confidential & Confidential partners and support staff.
• Desktop support, Printer repair, Blackberry, Active Directory, and remote troubleshooting.
• Assisting end users to independently resolve problems concerning system function(s) which have been received through email or voicemail.
• Assisting with computer installs, moves, adds, and changes as requested.
• Troubleshooting Office 2003/2007 suites, AIM, IP Master, Perfect Law Document management system, Windows XP, etc.,

Systems Analyst/ Team Lead

Confidential

Responsibilities:

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Delegate team tasks as needed; manage end-user conflicts so that problems are resolved constructively.
• Motivate and inspire my team members, celebrate team member accomplishments\exceptional performance.
• Assure that my team addresses all relevant issues within the specifications and various standards.
• Escalate issues which cannot be resolved by my team. Provided guidance to my team based on management direction.
• As Systems Analyst responsible for troubleshooting hardware, network connectivity, and software issues in a very diverse, mixed administrative, and scientific research environment.
• Responsible for tracking calls in Action Remedy tracking system, resolving desktop\laptop issues and some network related problems, including: Windows XP; Office XP; Office 2003 productivity suite; Adobe Pro; VPN; Remote Desktop; Wi-Fi configuration; Novell Netware client and Zenworks desktop management agent; Microsoft Operating Systems, Active Directory, Group Policy Administration VMWare, Dameware, network printers; Physical network related issues: cables and drops.
• Office Remote Assistance is used to connect to computers for repairs as well. Keep updated records of loaners; dell service repairs; building inventory; wiped machines; deployed equipment; etc.,

Helpdesk Analyst

Confidential

Responsibilities:

• Responsible for supporting all Clark Construction Headquarters offices, job sites, nationwide regional offices, and construction partners.
• Assisted in answering all questions from helpdesk callers; walk-ins; and remote users.
• Also responsible for trouble-shooting and repairing hardware/software technical issues related to laptops/desktops/printers/etc.
• Assisted end-user’s with Confidential porting and Enterprise activations
• . Added new user’s to the BES server with necessary configuration to accounts.
• Escalated problems to Level II and supervisor based on department operations and procedures as necessary.
• Tracked all incoming technical support problems using Lotus Notes ticketing system and other systems as required.
• Assisted in creating new user accounts in Active Directory, Constructware, Lotus Notes and JDEdwards.
• Supported mailbox quota increases and compacted mail files as needed.
• As Dell Certified Technician made sure all dell computers under warranty received all replacement parts in a timely manner according to repairs needed.
• Responsible for imaging and configuring Dell Laptop/Desktop machines with MS/XP platforms.
• Assisted with deskside support as needed. Supporting Lotus Notes, Office 2003/2007 Suites, Adobe Professional, Constructware, JDE, Optika, Acorde, and Network printer installs via the internet.

Technical Support Specialist

Confidential

Responsibilities:

• Supporting Attorney’s Office and supporting staff.
• Assisting with imaging (Ghosting) and installing personal computers (Windows 2000/2008 Platforms), printers, BlackBerrys, and other computer peripherals.
• Assisting end users with resolutions to computer related problems such as inoperative hardware or software, including network connections.
• Assisting the IS Manager in developing computer projects. Assisting with work projects such as; converting to new hardware or software.
• Creating and maintain Active Directory, Exchange and BES accounts on the network.
• Installing and testing software packages and upgrades. Testing network connections from Hub Unit to the PC, ensuring each work station is configured with accurate user information.
• Analyzing and troubleshooting common computer problems.
• Conducting modular repairs and maintenance of computer equipment on a timely basis to minimize user downtime.
• Assisting in maintaining inventory and tracking of all computer equipment, supplies and accessories.
• Carefully recording moves and changes. Making recommendations for improvements in computer system.
• Evaluating and testing vendor supplied software packages for microcomputers to determine compatibility with existing system, ease of use, and if software meets user needs. Keeping up with technical journals or manuals and attends vendor seminars to learn about new computer hardware and software.
• Other job related duties as assigned, to include providing backup when other Information Services personnel are out of the office. Supporting, Mailsite/Failsite, Microsoft Office 2002/2003 Suites, Ecopy Desktop, iGenifax, Adobe Professional Suites, Outlook Email, Legal Key, Timetrak, Deltaview, Metadata software, Lexis Nexis, Full Authority, Westlaw and Dell operating systems.

Sr. Helpdesk Technician

Confidential

Responsibilities:

• Directly supported Attorney’s Office and supporting staff.
• Assisted the Help Desk department to ensure client calls are responded to in a courteous, complete and timely manner.
• Responsible for monitoring all IT requests, making follow-up calls and escalation adjustments when necessary.
• Served as a resource to Help Desk analysts offering backup support when necessary as well as assisting the Help Desk Manager in monitoring the productivity and quality of the department. Created and maintained Active Directory, Exchange and BES accounts on the network.
• Multitasked using strong technical skills in Microsoft 2002/XP applications; the ability to work as a member of a collaborative team; attention to detail; oral communications skills; strong applications and hardware troubleshooting. Supported, Hummingbird Document Management system, Office 2002/2003 Suites, iCreate, iScrub, iRedline and iDocID macro system, Adobe Professional Suites, Deltaview, Lexis Nexis, Citrix Remote Access, Microsoft Office 2003 Suites, Tracked calls through IQTrack ticketing system.

Sr. Helpdesk Technician

Confidential, Washington, DC

Responsibilities:

• Supporting Department of Justice Tax Attorneys and supporting staff. Sr. Helpdesk Technician, responsible for providing direction to lower level help desk technicians, or lead a particular function within the operation.
• Assisted with the Hit Squad a Helpdesk Introduction Team. Introduction team gave one on one orientation to new employees of the Confidential .
• This helped the user learn the basic steps to using the Confidential ’s new systems.
• The team also helped the user with new applications for daily functions which were specific to the user’s job functions.
• The user was given priority access to the helpdesk for the first thirty days of employment.
• My priorities also included, identifying, researching and resolving technical problems.
• Responding to telephone calls, email and personnel requests for technical support.
• Tracking and monitoring the problems to insure a timely resolution.
• Very detail oriented, self starter using organization and time management skills.
• Presenting a positive and professional demeanor with the end users at all times.
• Multitasked, and met deadlines as a priority to the customer.
• Working independently and taking initiative to following all security policies, datagram policies and procedures.
• Responding to and diagnosing a wide range of problems through discussions with users via phone support.
• Maintaining call logs, escalating problems to help desk analysts and responsible for reporting.
• Deskside support required as needed, primarily phone and remote support of locally based DC end users.
• Configured and troubleshoot wireless connectivity issues, Blackberry devices, printers, scanners, Label makers, Dell laptop and Desktops.
• Provided; weekend support to remote end users through terminal servers.

Applications: Windows XP/2000, Microsoft 2003 suites, Filesite 8.2, Interwoven 8.0, Tax Docs, Crosswords, Adobe Professional Suites, WordPerfect 12, ISYS, Redax, Deltaview, Lexis Nexis, etc. Tracking tickets through Remedy, Active Directory, BES server, MS Exchange.