Support Specialist Resume

PROFESSIONAL EXPERIENCE

Confidential

Support Specialist

Responsibilities:

Resolve computer problems by phone, walk - in requests and by way of desk side visits using Remedy AR Systems ticketing systems for 1300 Attorneys, support staff in a major law firm environment
Support IBM, Dell desktop and laptops, HP LaserJet Printers in the following Operating System and Software Application Environments: Windows 2K • Windows XP, MS Office 2K - 2007 • Adobe Acrobat 7.x - 8.x Professional • iManage (Interwoven DeskSite 6.6) • Blackberry Desktop 4.x, • Citrix Presentation Server Client 10.x, VPN Clients • Cisco VPN 4.8.x, iPass 1.x, Concordance 8.x • IPRO 8.5.x, Timekeeping Applications: Carpe Diem 4.x • DTE 1.x, • Image/Clone IBM and Dell laptops and desktops using PowerQuest Deploy Center 5.0.
Assist visitors with remote access connectivity issues via wireless
Provide alternatives to Office 2K - 2007 document issues.
Provide instruction on shortcuts for repetitive tasks
Provide new hire orientation.
Assist Systems Engineers, Management and cross-train Help Desk Analysts with Advanced Remedy Call Resolutions.

Confidential

Software/Hardware Support Specialist/ Junior Administrator

Responsibilities:

Resolved computer problems by phone, walk-in requests and by way of desk side visits using the Touchpaper Helpdesk ticketing system for 400 Attorneys, support staff. I support IBM, Dell desktop and laptops, HP LaserJet Printers in the following Operating System and Software Application Environments: Windows 2K • Windows XP, MS Office 2K - 2007 • Adobe Acrobat 7.x - 8.x Professional • iManage (Interwoven DeskSite 6.6) • Blackberry Desktop 4.x, • Citrix Presentation Server Client 10.x, VPN Clients • Cisco VPN 4.8.x, Concordance 8.x • IPRO 8.5.x, Timekeeping Applications: • DTE 1.x. iManage System Administration responsibilities included scheduled maintenance on DS, IN, DM, SQL servers.
Assisted in resolving outages in other offices.
Installed Windows 2000 Advanced server as required.
Performed Tivoli Storage Management document restore from server/tape backup, Tivoli Storage.
Management backup Client and Server configuration.
Performed Interwoven Worksite Desksite upgrades, Compaq ROM-BIOS/Firmware server updates, Drivers Agents SSD Management/Updates, DocXExchange Document Conversion Server updates installed and configured HP/Compaq Raid SmartArray.
Assisted with resolving EMC/iManage Server Clustering issues.
Installed repaired and performed maintenance on printers and warranty repairs Dell desktops and Dell laptops.
Imaged/cloned laptops and desktops using Powerquest DeployCenter 5.0. Configured/imaged laptops for loaner pool.
Setup A/V conference room equipment as well as PC's and laptops for new hires.

Confidential

PC Network Support Analyst/Library Systems Analyst

Responsibilities:

Performed hardware set-ups and software installations,
Performed Desktop maintenance and support for 700-users in an Ethernet/AppleTalk environment running Macintosh and Windows NT 4.0 Servers, Windows NT 4.0 and Windows 95 OSR2 workstations.
Supported the following Library Research software: Lexis-Nexis 4.x -7.x, Westlaw 4.x-7.x and proprietary legal research software, MS Office 97/98/2000, WSI.
Optimized Library staff PC's and Macintosh workstations.
Performed maintenance and repair on local and network printers and participated in the migration from Macintosh workstations to Windows 95 OSR workstations.

Confidential

Help Desk Technician

Responsibilities:

Provided desktop phone support for 1500-user in an Ethernet/AppleTalk network environment running Windows NT 4.0 Server and Novell NetWare 4.1 Server and Windows for Workgroup 3.11, Windows 95, NT and Macintosh PC's as workstations.
Logged in requests to have software/hardware issues resolved by desk side support.

Confidential

Help Desk Support Technician

Responsibilities:

Assisted clients with diagnosis and resolution of computer software problems.
Platforms included Windows for Workgroups 3.11, 95, NT 4.0 workstations in a ethernet environment
Performed Hardware transport and set-up of Dell Desktops

Confidential

PC Technician/Support Technician

Responsibilities:

Built and configured 386MHz, 486MHz, 586MHz, Pentium 150 MHz, and Pentium Pro MMX Computers which entailed configuring system boards, system board parts and peripheral devices prior to customer delivery.
Determined memory requirements for various Windows-based operating systems i.e. DOS 6.2 and 7.0, Windows 3X, 95, and NT.
Performed quality assurance burn-in tests on all systems marked for delivery.
Performed maintenance and repair on in-house systems and clients systems.
Clerical duties included sales, advertising, production of sales receipts, inventory control and customer service.
Software Utilities included: Ghost, Disk Manager, and IBM Reference Disk Sets.

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