Software Help Desk
Resume:
Jill McConey
Piscataway, NJ **854
*********@***.***
SUMMARY
Skilled Information Systems Professional with extensive experience
in the legal arena, ranging from end-user support to systems
administration and development, seeks a rewarding position as a
Technical Support Specialist within the law firm circuit.
Experience
4/09 - Present MAJOR DOWNTOWN LAW FIRM New York, NY
Technical Support Analyst
Serve as initial point of contact for telephone and e-mail
inquiries on the Firm's software applications, hardware,
telephone, printers and remote technologies directed to the
IT Department. Troubleshoot and manage hardware, software
and network problems of simple to moderate complexity that
can be resolved in 10 minutes or less. Escalate more
complex problems to upper level support. Log all call
activity in the Help Desk database (SDE). Follow-up on all
escalated calls. Also provide floor support to users on a
regular basis.
10/04-1/09 Schulte Roth & Zabel New York, NY
3rd Shift Technical Support Analyst
Provided 3rd shift technical phone and onsite support for
300+ Users, supporting in a Windows XP environment.
Responsible for troubleshooting LAN/WAN network connectivity
issues. Provided application support for core legal and
non-legal applications, including MS Office, Outlook,
Desksite, Deltaview, Citrix, Blackberry, Elite, Legal Key,
Concordance, Summation, IPRO and Lexis/Nexis. Setup and
troubleshot new workstations, printers and other networked
devices. Provided Citrix, Exchange and Active Directory
administration. Created and maintained user accounts,
public folders, reset passwords. Troubleshot Outlook
mailboxes, printing issues. Administered and supported
Blackberry for customers using BES server or Desktop.
Assisted with Audio-Visual setups, including
videoconferencing (Crestron/Polycom) also including ISDN
lines as well as computer and projector setups. Escalated
and reviewed calls via GIVA call tracking software.
5/99-10/04 Skadden, Arps, Slate, Meagher & Flom New York,
NY
Sr. Support Specialist
Provided technical support for over 5,000 Global Users in a
Citrix environment. Duties also consisted of
troubleshooting desktop, system and application related
issues relating predominantly to: Citrix (Remote Access),
Word/Excel/PowerPoint 2000, DocsOpen, Comparite/Deltaview,
GroupWise, and CMS. Worked one-on-one with attorneys to
resolve outstanding issues. Delegated floors calls through
HEAT software; Account Administrator for MS Terminal Server,
Netware and ACE Server. Active Directory Administration -
(creating and disabling user and computer accounts,
organizational unit creation, implementing and managing
group policy objects, troubleshooting replication, mapping
home drives, creating user profiles, account lockouts,
disabling user and computer accounts.) Tested and evaluated
use of new software for firm use. Troubleshooted and
determined best solution to user hardware and software
desktop issues. Resolved internet/intranet problems. Also
participated as Team Leader in several firm-wide
migrations/rollouts to new operating system and upgrade to
new software versions.
5/98-11/98 Simpson Thacher & Bartlett New York, NY
Help Desk Analyst/Lotus Notes Administrator (Consultant)
Consulting Assignment. Assisted major law firm in the
Roll-out/Y2K project for 1000+ Users for a migration from
DOS to Windows NT 4.x. Provided phone and hands-on support.
Logged and tracked calls through Remedy. Also responsible
for creating and updating Lotus Notes accounts.
1997-1998 Proskauer Rose New York, NY
Help Desk Analyst (Consultant)
Consulting Assignment. Provided 1st and 2nd level support
for user hw/sw related issues, via telephone (85%) and hands
on (15%) for large user base in a major NYC law firm.
Supported core applications such as Corel WordPerfect for
Windows 7.0, Office 97, PCDocs Open 3.5, GroupWise 4.1a,
Lotus Notes, Quattro Pro and Interface Address Book 2.02, in
a Windows NT 4.x environment. Provided TCP/IP Intranet
upgrade, for all users. Supported applications and assist
users using Intel LANDesk Management Suite. Tracked and
monitored all calls using Professional Help Desk software
(PHD).
1994-1996 Shearman & Sterling New York, NY
Word Processor/Help Desk Analyst (Consultant)
Consulting Assignment. Assisted in Desktop
Rollout/Conversion projects (long-term assignment). Provided
network and help desk support, including setting up new
workstations, solving network and printing problems, and
answering application questions in a Novell 3.x environment.
1990-1993 Integrated Software Solutions, Inc. New York, NY
Help Desk Service Technician/Software Tester
Supported proprietary software applications via telephone to
multi-level users in a Windows 3.1 environment for Personal
Injury Litigation System (PILS) in Pharmaceutical companies
and major Personal Injury law firms throughout NYC. Duties
also consisted of in-house training of PILS to Users,
troubleshooting and the development of training
documentation and materials. Additional responsibilities
included testing and debugging PILS software, minor hw/sw
installations, maintenance and configurations.
1987-1990 Word Processing Professionals, Inc. New York
Worked as a Temp WP Operator in various NYC law firms.
Worked in Center environments composing/editing lengthy
legal documents using advanced and basic WordPerfect
functions.
Education
2003 PACE University New York, NY
Certificate Unix/C/C++/Java Programming
Concentration in Unix System Administration, Networking with
TCP/IP, Shell Programming (Korn Shell), C/C++/Java in the
Unix Environment at an advanced level.
2001 LaGuardia Community College New York, NY
Certificate - LAN Administration and A+ Certification
technical summary
Software: Operating Systems: NT 5.x, Novell Netware, 4.x, 5.x,
UNIX, RedHat Linux, Windows 2000/03/XP/07 and DOS. Windows Desktop
Applications & Suite Packages: MS Office 2000/XP/2007 (Word,
Powerpoint, Excel, MS Outlook and MS Access), Corel WordPerfect
OfficeSuite V.6 thru10, DocsOpen, Interwoven Desksite (iManage) &
Filesite/Mailsite, Hummingbird, GroupWise, RightFax, Lotus Notes
R5/6, DeltaView, Comparite, Interaction, Norton Ghost, Norton
AntiVirus, Adobe Acrobat, Lexis/Nexis, Westlaw, Documatrix
(ImageBase), SoftSolutions, ILX, Bloomberg, Telerate, NewsEdge
Market Data Services Proprietary Applications. Graphics: Visio,
Corel Draw, PageMaker & Harvard Graphics. Network Protocol:
TCP/IP, DHCP, WINS, DNS, IPX/SPX, Internet Access, All Major Online
Services and Web Browsers, Utilities: Alteris, MS Terminal Server,
Citrix (CMC), Console 1, Palm OS, ProComm Plus, pcAnywhere.
UserManager for Domains, Enterprise Administrator, ZenWorks,
NWAdmin, Syscon, HEAT, Remedy, Support Magic, Giva, Professional
Help Desk (PHD), Vantive, Intel LanDesk Management Suite, PCDuo.
Programming Language: Unix Shell Scripting, Visual Basic 5, Java,
C, C++, HTML. Database: Oracle 8si, PS/SQL, MS Access
Hardware: Compaq PCs, Compaq Proliant Servers, Hewlett Packard PCs
(Including Kayak, Vectra Xa, Xm And Vl), Sun Workstations And
Servers, IBM Compatible PCs, Laptops And Related Hardware (Dell,
IBM, Compaq, and HP), All Hp Printers, Ethernet/Token Ring (IBM &
Intel) Modems, Cd-Roms And Multimedia Peripherals
References will be furnished upon request
Contact this candidate