TECHNICAL SKILLS

• macOS High Sierra, Microsoft Windows 7, and 10.
• TCP/IP, LAN, WAN, Cisco phones, Cabling, Routers, Switches, Internet Security Systems, Firewalls.
• Active Directory (AD).
• Cisco Unit Management console.
• Altiris Deployment Console, Zenworks.
• RSA SecurID Admin console.
• VPN & Citrix remote access support.
• MobileIron, Blackberry UEM, and BES (blackberry Enterprise Server). iPhone, ipad, and android devices.
• AV support, video conference, Webex, local presentations.
• McAfee End Point Encryption - EPO console
• MS- Word, Outlook, Lotus Notes, MS- Excel, MS- PowerPoint, iManage, NetDocuments, Adobe Acrobat Pro.
• Remote Desktop Support - Proxy Pro, PCAnywhere, Remote Desktop, Dameware.
• Quality Control (QC) prior to deployment of Hardware and Applications.

PROFESSIONAL EXPERIENCE

Confidential, NEW YORK, NY

IT Support Analyst

Responsibilities:

• Providing full technical support coverage to the firm’s New York office, with over 500 users, including Partners, senior attorneys, associates, management and business professional staff.
• Troubleshooting hardware, software, network and telecom issues to completion.
• Taking ownership of escalated tasks, and incidents from the Helpdesk team.
• Travel to the Firm’s Helpdesk site to assess their procedures and provide valuable technical input for improvement of their troubleshooting methods, in the aim to reduce the number of escalated incidents to L2 team.
• Provide training to new members of L2 team.
• Workstation image and deployment, using Zenworks and SCCM.
• Deploy software updates using ZenWorks, manual install on the user workstation, and Software Center (SCCM).
• Worked in full migration project from Win 7 to Win 10 for the New York office, including; data migration, network drive mappings, ensuring users are in the correct Active Directory groups, updating security patches and Anti-virus definitions. Also worked on printer refresh project, mobility upgrade from MobileIron to Blackberry UEM Client, local data migration into iManage, and out of warranty laptop refresh.
• Remote access support; Citrix Environment and VPN Client.
• Work closely with the Information Security Team, providing rapid response to cyber threats, removing workstations from network environment, quarantine machines, scanning for threats, patching workstations with the latest malware and virus updates.
• Mobility support: Blackberry Enterprise Server, Avaya Communicator softphone, MobileIron administration, Blackberry UEM Client.
• Document management support: iManage Work, FileSite, Microsoft Office suite, Adobe Acrobat, Nuance PDF.
• AV support, video conference support on a daily basis, Webex, AV setups with wired table mics, and wireless mics, mixing board, and podium for Firm events.

Confidential, NEW YORK, NY

Senior IT Support Specialist

Responsibilities:

• Provide full technical coverage primarily to the firm’s New York office, with over 100 users, from Partners, Senior Attorneys, Associates, Management and staff.
• Provide deskside, email and phone support to New York office, DC, and Delaware users.
• Manage NY office equipment inventory, order replacement computer parts, and perform hardware repair.
• Provide AV support, set up and shut down video conferences, web meetings, and accommodate all AV request during events hosted by the firm.
• Manage relationship with vendors, make arrangements for third party techs to visit the office and repair equipment when needed.
• Work closely with different IT groups to solve issues affecting the NY Office, and other reginal offices.
• Provide technical orientation for new hires.
• Build cisco phones, and make changes to existing extensions (add lines, remove extensions, set up voicemail, and change names).
• Mobility support, Blackberry Enterprise Service including BES 10, MobileIron Administration.
• Remote access support, Citrix environment, Citrix app center administration, VPN client support.
• Reimage laptops and desktops, run system updates, and install applications via Altiris deployment console.
• Travel to other Regional offices (Washington DC, Delaware, Toronto, and Denver), on multiple occasions to perform hardware swaps, replace ups batteries, swap riverbed servers and routers, trained new IT regional support techs.
• Travel to other regional offices on a Technology Roadshow, introducing users to new technologies and some underutilized technologies available at Confidential and Whitney.

Confidential

IT Hardware Consultant

Responsibilities:

• Project Lead on Windows 7 Migration for entire 500+ attorney law firm
• Unboxed, asset tagged, and added new equipment to inventory system
• Built new laptops/desktops, installed and configured firm’s applications, customer’s custom apps and data backup, as well as physically deployed machines to Cravath’s Partners, Associates and their staff
• Established strong relationships with high-level Partners and Associates due to professionalism, focus, and ability to problem solve and complete the task at hand successfully, which resulted in being personally requested frequently by high level attorneys.
• Troubleshoot any hardware, software, AV, and Network issues assigned to me, updated call logs on HEAT ticketing system, detected multiple errors on KB articles and submitted updates to Managers to fix those errors
• On various occasions took the lead on projects, trained new consultants, worked independently on 3 different occasions when direct manager and supervisor were sent to the London office, handled multiple tasks at times of high workflow as well as when assigned to a specific project
• When needed, contacted vendors (Lenovo, Adobe, Microsoft, Quark, Ipro, Kcure) to address comparability, performance and break fix issues with their products
• Managed multiple conference room setups for up to 50+ Associates (Fall and Summer Associate Programs) which included: the setup of 50+ laptops on Cravath’s corp. wireless, the charging of all laptop batteries and adding a secondary battery to assure enough power throughout the meetings. Always followed up with associates for feedback and to discuss any IT or AV problems