Technical Support Analyst Resume

SUMMARY

HARDWARE KNOWLEDGE
Avaya 9640 IP/Digital Telephones, BigHand, Blackberry PDA, Canon Multi-Function Printer, ClearOne, Copitrak, Crestron, Dell Desktops/Laptops, Emerson/Liebert APC, Extron, Fujitsu ScanSnap Scanner, Hewlett Packard Printers, Hewlett Packard Servers, IBM Desktops/Laptops IBM Servers, iPad/iPhones, Panasonic Projector, PolyCom VSX 7000e, Ricoh Multi Function Printer, Revolabs Microphones, Xerox WorkCentre Multi Function Printer

SOFTWARE KNOWLEDGE Adobe, Altiris, ARCserve, Best Authority, Blackberry Administration, Carpe Diem, Castelle FaxPress, Citrix, Concordance, Dameware, eCopy Desktop, e-Transcript, FileZilla, GotoAssist, iManage (FileSite/Matter Centric/WorkSite), iManage Records Manager, iPro, Keri Card Access, McAfee, Messagelabs, Microsoft Exchange, Microsoft FrontPage, Microsoft Office, Microsoft Office Communicator, Microsoft Windows Operating System, Microsoft Windows Server, Microsoft Visio, Norton AntiVirus, Norton Ghost, Opticon, PC Law, Remote Desktop, RightFAX, Roxio Creator, Spiceworks, Summation Enterprise, Supportworks, Symantec Endpoint Protection, Symantec Enterprise Vault, Symmetry Professional Security Management Systems, TightVNC, TrendMicro, West Case Notebook, West LiveNote, WestLaw, WinZip, Workshare Compare

EXPERIENCE

Confidential,Technical Support Analyst: 6/2012 to Present

Responsibilities include:
• Computer Inventory: maintain computer/network inventory
• Desktop/Help Desk/User Support: assist users and clients with all IT needs, including
hardware and software issues
• Hardware/Software: network and configure all equipment, including replacing hardware
components
• Keri Card Access: add/disable users in Security Management

Mobile Devices: configure all mobile devices

• Network/Workstation: maintain all servers and workstations. Investigate and resolve
network and workstation problems

Printers: configure and network Hewlett Packard LaserJet printers and Canon multi-function printers

• Software: network and configure all equipment, including replacing hardware components
• Train/Computer Orientation: train new employees on all programs
• Troubleshooting: diagnose hardware/software problems and analyze program performance
• Vendors: work with vendors in resolving all software/hardware issues
• Video Conference: schedule and place Video Conference IP/ISDN calls using Polycom and
Crestron equipment

Confidential,IT Manager: 9/06 to October 2011

Responsibilities included:
• IT Manager for an International Law Firm consisting of 40 Attorneys and 30 Support Staff
employees in the NY office
• Supervisor: supervised two IT Support Analyst
• Active Directory: adding/disabling users in Active Directory
• Avaya: adding mailboxes in Avaya IP Office Manager
• Blackberry: add users to the BES server; configure and assist Blackberry users with
connectivity issues
• Desktop/User Support: assist users and clients with all IT needs, including hardware and
software issues. Train and provide help desk/desktop support to users
• Hardware/Software: purchase hardware and software. Network and configure all equipment,
including replacing hardware components
• Litigation Support: create and maintain Summation databases. Work with vendors on hosting
and maintaining web hosted databases
• Microsoft Exchange: add users/groups in Exchange
• Network/Workstation: maintain all servers and workstations. Investigating and resolving
network and workstation problems
• Printers: configure and network Hewlett Packard LaserJet printers and Xerox WorkCentre and
Ricoh multi-function printers
• Project Manager: worked with contractors and engineers on all IT decisions on a build out of
new office space
• Symmetry Professional Card Access: adding/disabling users in Security Management
• Troubleshooting: diagnose problems and analyze program performance
• Vendors: Interacting and negotiating contracts with vendors
• Video Conference: scheduling and placing Video Conference IP/ISDN calls using Polycom and
Extron equipment

Confidential,Network Assistant: 9/02 to 1/05

Responsibilities included maintaining all servers and workstations; diagnosing problems and analyzing program performance; train and provide help desk support to users; investigating and resolving network and workstation problems; reformatting drives, upgrading and configuring workstations; installation of Windows XP and network printers; assist Blackberry users with all connectivity issues; interacting with software/hardware vendors; adding mailboxes in Repartee Active Voice Mail; making changes to NEAX 2400 MAT

Confidential,Manager of Information Systems: 11/01 to 05/02

Responsibilities included the administration and Management of Windows NT and Microsoft Exchange Servers. Proficient in PC software and hardware installation, configuration, and troubleshooting software and hardware problems. Extensive knowledge of all Windows Operating Systems.

Confidential,Manager of Information Systems: 09/99 to 11/01

Responsibilities included the administration and management of Novell Netware 4.11 and Windows NT 4.0. Extensive knowledge of WordPerfect, GroupWise, PictureTel TeamStation System and Citrix MetaFrame.

Confidential,Network Administrator: 03/97 to 08/99

Responsibilities included the administration and management of Novell Netware 3x. Extensive knowledge of Windows 95, WordPerfect 7, and Lotus ccMail. Responsibilities included the installation and maintaining CD towers, connect users to the Internet using a Bay Networks Server, consulting with departmental staff to resolve software, hardware and equipment problems, or issues.

Confidential,Various Positions: 04/82 to 02/97

First Shift Assistant Supervisor. Responsible for all Word Processing Center administrative functions.
First Shift Lead Specialist. Duties included creating, editing, merging, sorting, and format modification.
Third Shift Lead Specialist. Responsibilities included performing all Supervisory duties.
Legal Secretary (Litigation Department). Duties consisted of filing of documents, dictaphone machine, structural maintenance, telephone, and stenography.

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