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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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