SUMMARY

• Extensive experience managing IT and training projects for law firms and accounting firms with global reach.
• Accomplished in coordinating and delivering large - scale distance learning and classroom training.
• Technical background with demonstrated ability to support diverse range of desktop systems, peripheral products, networks, and operating platforms.
• Coach and mentor with excellent critical thinking, organizational, and communication skills.
• Able to effectively interface with employees and external clients in remote locations worldwide to assess needs and resolve problems.

PROFESSIONAL EXPERIENCE

Technical support specialist

Confidential, New York, NY

Responsibilities:

• Respond to incident and request escalations from Help Desk and provide technical assistance to other Technology Support Specialists.
• Participate in the updating and rolling out of new software and hardware. For example: Cisco phone rollout and updating existing software to newer versions, Workshare, Litera Innova 7.5.
• Tools utilized are Active Directory, Citrix Console, SCCM (reimage computers and laptops) Mobile Iron and BES.
• Deliver White Glove technical support. Maintain and improve knowledge of Firm-supported tools, applications and hardware. Recover and update and track assets in Support Works.
• Provide follow-up status to end users in accordance with specified support policies and procedures.
• Increase personal knowledge of Firm’s business environment with the goal of improving overall business alignment.
• Strong knowledge of other products including desktop hardware and peripherals, Apple, Macs, iPhones, and Androids, Blackberry, HP printers, and Lenova laptops, A/V software.
• Demonstrated experience in supporting local external drives, local backup solutions, personal firewalls, wireless hardware (mouse and keyboards) and wireless routers.
• Setup and move equipment for new hires and intra office with computer, dual monitors, keyboards/mice and wire management.
• Knowledge of network and Internet technologies, protocols and concepts (TCP/IP, DHCP, Ethernet), and Internet TCP/IP protocols for both wired and wireless connections. Installing upgrades and repairing all firm applications.

SYSTEM SUPPORT SPECIALIST

Confidential, New York, NY

Responsibilities:

• Offered users’ desk-side one-on-one coaching on Firm applications.
• Configured, troubleshot and installed new hardware (monitors, CPUs, keyboards and printers).
• Installed, updated, configured and supported software (e.g. Outlook, Word, Document Management, etc.).
• Set up audio-visual equipment; connected video conferences, and teleconferences.
• Set up and configured PDA devices including Blackberries and Windows Mobile Devices.
• Used SCCM to image new computers and test for quality assurance.
• Kept track of common helpdesk calls and recommended user training if needed.
• Maintained current knowledge of trends and developments related to desktop software.

HELPDESK ANALYST

Confidential, New York, NY

Responsibilities:

• Provided 100% phone support for over 1400 users in Windows 7 OS.
• Troubleshot issues involving: MS Office 2010, (page numbers, section breaks, tables, TOC, spreadsheets and printing issues), Innova, Workshare Compare, Adobe Acrobat, iManage, Interaction.
• Troubleshot Outlook 2010, Filesite document management, Younts (unlock documents), DTE Axiom (granting permissions), eRoom, FTP sites, FileZilla, AtRisk, Blackberry/iPhone/Android and iPads, Mobile Iron Admin Portal, Active Directory (pw reset & adding to groups), RSA Secure Security Console (creating soft token/troubleshooting login issues), Citrix client (logging off multiple sessions), Microsoft BitLocker, Internet Explorer, Chrome, and Firefox.
• Inputted ticketing system utilizing SupportWorks. Remote computers to troubleshoot issues with either Bombar or System Center 2012 Remote Control (SCCM).
• Installed upgrades and repaired all firm applications.

Coordinator/doc writer

Confidential, New York, NY

Responsibilities:

• Created and edited the Excel worksheets for the total workstations, locations and segments for the Win7 migration project.
• Helpdesk coordinator for FDOB tracking and assigning service tickets to PSI Technicians.
• Planned, wrote, and edited technical manuals to assist the technicians on their role in the migration project.
• Tested technical documentation steps by building machines remotely with iBuild and advance MSDOS commands.

LITIGATION SUPPORT

Confidential, Tampa, FL

Responsibilities:

• Scheduled departed associates desktop, archive and e-mail to be run on Atlas and E-Discovery databases. Created documentation on how to complete an Office of General Counsel (OGC) data retention request with the new Atlas and E-Discovery databases.
• Developed schedules for consultants on activities required to comply with Sarbanes-Oxley Act 2002 federal regulations by storing and securing client’s personal data files on the Litigation Storage Area Network (SAN) servers.
• Coordinated with internal stakeholders in performing assigned project objectives. Created weekend work schedules for consultants to ensure data retrieval of e-mail files of departed associates.
• Recertified Lotus Notes e-mails utilizing Domino server. Trained consultants and permanent employees on OGC procedures and security policies.Replied to urgent e-mail requests and followed through on requests for external stakeholders.

Systems support specialist

Confidential, New York, NY

Responsibilities:

• Added membership groups as requested in Active Directory (AD). Configured and troubleshot Blackberry using the Blackberry Desktop Manager System.
• Troubleshot and supported Microsoft Outlook, Filesite, Interaction DTE and other duties as per assigned.
• Assisted with high level Desktop/Help Desk technical support as assigned.
• Troubleshot network connectivity issues such as TCP/IP and other Microsoft Networking problems.
• Ability to configure and support Blackberry (BES), Palm and Windows CE mobile devices.
• Configured, fixed and performed pre-maintenance tasks on printers, scanners and multi-function print devices. Administered Remote Security Access (RSA) tokens.
• Participated in desktop software deployments, upgrades, patches and service packs in conjunction with Infrastructure & Network group.

Systems support specialist

Confidential, New York, NY

Responsibilities:

• Software applications supported were: Hummingbird, Carpe Diem expense reporting software, Lotus Notes 6.5., RSA ACE/Server 5.2.1 Administration in creating and editing profiles for soft and hard tokens. Called logging system utilizing Altiris Help Desk. Created tickets with detailed steps on the resolution and/or escalation issues to the appropriate departments.
• Created software and hardware technical documentation for the newly created Altris Knowledge Base.
• Administration of accounts in Active Directory, Administration of sessions with Citrix Management Console. Support for telecommuters on connectivity issues with cable/DSL modems, routers, Norton Antivirus and McAfee Antivirus.
• Provided support and troubleshooting of wireless connectivity issues with Laptops and Telecommuters. Supported and troubleshot hardware issues, including: IBM/Compaq/HP desktops, IBM/Lenovo Laptops, Dell monitors HP network printers, HP Digital Senders, and Blackberries.
• Network Operations Center, monitoring of servers through HP Openview and SMARTS, monitoring backups running through Arcserv Backup software; escalating errors and outages to various technical resources.

Help desk analyst

Confidential, New York, NY

Responsibilities:

• Provided phone support for the New York, Washington, London, Hong Kong, Beijing and Tokyo users.
• Troubleshot remote access via Web VPN and Citrix client connectivity.
• Successfully remedied remote access TCP/IP connectivity problems within VPN and Citrix systems, and software issues with Lotus, Microsoft, and other general and industry specific software.
• Effectively set-up and configured Dell computer systems for personnel ensuring computers slated for off-site use was user friendly and virus free. Provided A/V support for conference center.
• Troubleshot Lotus Notes R5&R6, iManage and Internet Explorer issues.
• Troubleshot advance document and/or spreadsheet formatting questions on Microsoft Office Word, Excel and PowerPoint.

Microcomputer specialist/project coordinator

Confidential, New York, NY

Responsibilities:

• Tested and configured network, desktop, laptop Notes replication, and communications systems quickly locating and rectifying systems issues.
• Provided phone and on-site help desk support for 1200 personnel including performance of upgrades, software installations, complete systems mitigations, and performed training sessions.
• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, TCP/IP and remote systems.
• Delegated and supported the training for all new hires, Legal Associates and Support Staff.
• Responsible for the weekly training schedules and delegated assignments within the Training Department
• Project coordinator for the upgrade and migration of; Lotus Notes 5.0, Sametime, Lotus Organizer 97, RIM and Palm syncing with conduit software Intellisync. Supervised six consultants in their daily assignments during the migration.