Software Service

CAREER PROGRESSION

Manatt, Phelps, & Philips - Help Desk Analyst

*/**** - *******

-Multi-office Windows 2003/XP environment, resolving software issues

related to industry/proprietary software

-Perform Microsoft Outlook request including exchange server, PST folders

- Blackberry/Treo support including configuration and troubleshooting

- Provide Citrix/VPN connectivity support for traveling Attorneys /Managers

- Videoconference support including scheduling and set up

- PBX/ VOIP support including mailbox creation and maintenance

-Remote assistance thru SMS and GoTo Assist

-Create, maintain and disable user accounts and groups using Active

Directory/DRA

-Support various document management tools including iManage, MS Office

Suite, Legal MacPac, and DeltaView

-Log and track calls and service requests using Heat

DeVry University-Network Support Specialist

8/2003 - 12/2005

-Manage the installation process, ensuring all hardware/software is

installed in a timely manner

-Perform installation/administration duties on network infrastructure

including routers, switches and servers

-Provides training to end-users concerning network security, computer

viruses /spam, and proprietary software

-Perform system administration on servers and apply patches as needed

- Log and track calls and service requests using Remedy

Universal Music Group/Universal Studios - Senior Support Analyst (Contract)

4/2001 - 7/2003

-Provided support for 3500 end users

-Provided support for Production and Corporate servers during Windows

2000/XP migration

-Performed Compaq Server Builds

-Documented installation procedures for software and hardware

-Administered backup and data recovery for 300+ Windows 2000, NT, and

Novell servers

Prime Services Group - Senior Technical Support Specialist (Contract)

10/2000 - 2/2001

-Managed servers for two offices Negotiated service-level agreements for

all employees

- Set up NT Network, Outlook 2000 email clients and network printers/faxes

for new office consisting of 20 users

-Implemented PC Anywhere in new office resulting in substantial time

savings

-Provided onsite software support for MS Office, MS Project, and Visio

-Hardware configuration, installation, repair, and maintenance of PCs

-Used Norton Utilities and Norton Antivirus for system maintenance

-Performed system backups using Backup Exec

Polar Air Cargo - Help Desk Analyst (Contract)

6/1999 - 9/2000

-Provided technical assistance to 1500+ end-users (US, Australia, Tokyo,

Hong Kong, and Denmark)

troubleshooting hardware, software, network related issues on Windows and

Novell based machines

-Provided customer /technical support to remote users in various offices by

logging in remotely with PC Anywhere

-Supported Blackberry, Windows 95/98, Mac, GroupWise5.5, Netscape, Dial-Up

Networking, Microsoft Office, LaserJet printers, and Novell NetWare

-Used Clientele tracking software for logging and tracking problems

pertaining to system users

-Installed, repaired, and configured hardware for Dell, Compaq, and IBM

PCs/laptops

Browning Auto Group - Technical Support Analyst

7/1997 - 5/1999

-Administration using Windows NT during configuration, installation, and

upgrade of LAN

-Support Users with PC related issues

-Provided phone and on-site support to users in various departments of

company

Charter Communications - Installations Technician

3/1995 - 3/1997

-Surveyed potential customers for service availability

-Isolated and diagnosed service related problems while installing cable

service in homes

-Perform CATV underground and aerial construction

US Navy - Electronics Technician

8/1990 - 1/1995

-Supervised individuals during installation of electronic equipment aboard

Naval vessels

-Maintenance of electronic circuit boards

References Available Upon Request

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